As a global strategic senior business executive, published author and speaker, I leverage 25+ years of experience delivering large scale transformation, operations excellence, customer experience, risk management, and regulatory compliance across financial services, global payments, fintech, software and technology businesses competing on a global stage. My leadership honed at F-100 companies (NYSE: AMZ, V, COF, MSFT and JNJ) and USAA span software, consumer products, healthcare, and financial products and services, where I partner across the business to create strategies that balance associate and shareholder value through enterprise customer experience.
I am known as a compassionate, authentic consensus-building leader, who brings passion, purpose and energy to innovate and challenge the status quo to elevate my organization’s performance.
My passion is delivering differentiated customer experiences and scaling the experiences with optimized digital solutions. My Personal Motto is: Passion for Excellence – Service from the Heart.
I am customer obsessed and advocate for customers and the employee experience. It is Day 1.
* Customer Experience Leader – currently at Amazon, one of the most customer obsessed companies in the world. Throughout my career at Capital One and Visa, I have been recognized with Steve Customer Service and Sales awards.
* Global Strategic Leadership – Leads ~ 10K employee organization across Europe, Africa, Asia, South and North America, creating and influencing client experience strategies.
* M&A Integrations – Supported integration of operations teams for M&As with Capital One, $18.3B Chevy Chase Bank, and ING Direct with nearly $83B in deposits and 7.6M customers (2011).
* Digital Transformation – Transformed customer experience at USAA, MSFT, Capital One and First Horizon through digital solutions. At MSFT, I automated 40% of manual customer transactions to self-service, saving $40M annually.
* Boards & Committees – Advisory Board Member of Execs in the Know, Customer Experience leaders’ organization. Non-profit Boards: Urban League of Rochester, National Society of Black Engineers, and Leadership Memphis.
* Thought Leader: Sought after national speaker at national conferences and author of “Transformation from the Inside Out,” 2017.
Customer Experience Transformation
EDUCATION & PROFESSIONAL CERTIFICATIONS
MBA, University of North Carolina, Chapel Hill