Customer Experience Senior Executive

Senior Executive Leadership

Solution-oriented visionary leader with proven ability to optimize growth and profitability across industries, overcome operational challenges and actualize opportunities into revenue. Distinguished executive leader in public, private and government organizations. Vast experience in operations, program management, and building new organizations. Consistently cut costs, and managed P&L to hit or exceed specific margin targets. Led enterprise and company quality and process improvement teams including multi site worldwide locations. Led by example, with respect, loyalty and integrity.

Professional Competencies

Strategic Thought Leader

Enterprise IT System Integration

Customer Experience Enhancement

Business & Market Analysis

Cross Cultural & Diversity Management

Organizational Change Management

Multi-Site P & L Accountability

Start-Ups/New Business/Site Launches

Quality Process & Tool Knowledge

Program & Project

Management

Process Design & Continuous Improvement

Leadership Development & Mentoring

Cross-Functional Leadership

Technical & Analytical Reporting

Goal Setting & Benchmarking

Mergers & Acquisitions

Bids & Proposals

Cost Reduction & Avoidance

Significant Accomplishments

●Started several business offerings from concept to full operations, integrating them into standard opertaions, increasing revenue, margin and CE while reducing costs as the offerings grew.

●Assessed potential acquisitions against Dell requirements. Developed integration plan and managed process for two acquisitions into the company; assisted as SME for others. Completed integration of people and tools into a single entity resulting in enhanced best practices and no impact to any customers.

●Developed and implemented Global metrics and evaluation criteria and standards. Ensured all teams measured and reported standardized data in order to evaluate performance equally as measured by P&L.

Created best of breed and best practice producing positive team work across 3 regions assuring globally. ● Independently co-owned and managed a business with 6.5m annual revenue

●Executive for Diversity & Inclusion Programs, which included recruitment and retention to a team dedicated to understanding our workforce’s blind biases, defining diversity & inclusion, and served as keynote speaker at Rice, BYU, Harvard, England and Singapore campuses.

Career Highlights

Xerox –VP pre sales engineering and customer success – 2023-Present

●Assist sales by providing technical solutions for the clients both in Professional and Managed Services

●Maintained solutions architects for Managed Services

●Ensure we respond to winnable RFPs in our space of IT

●Manage VCIOs team, which supports Xerox’s managed service customers in preparing for imminent local and industry-wide changes in the IT workspace.

Xerox - Solutions Architect Director 2017 - 2023

●Managed Services team, which includes writing Xerox’s “SOWs” for customers interested in Xerox Managed Services, collaboration, data center, and other 3rd parties

●Extensive understanding of Xerox’s entire IT Services Portfolio including, Managed IT Services, IT Professional Services, Engineering, IT Hardware and Software, IT Product Support Services, Project management, Data Solutions, and Printers.

Xerox - Customer Operations Director 2014-2017

● Managed Honeywell’s entire fleet of printers worldwide

Included 750 sites supporting 99,000 employees in 80 countries

Day to day management of service, supplies, P&L, partners, SLAs, Defined KPIs such as usage

DELL INC. Executive Director of Service, Technologist/Mergers & Acquisitions 2012 – 2014

●Research, review and assess partner potential to assist Dell Services achieve competitive advantage. Worked across entire organization to gain operational consensus.

●Led and managed technical and business analysis of different service models by company in order to blend services into Dell offerings. Developed pros and cons based on financial modeling, customer experience and other factors.

●Presented to the executive committee for decision on acquisitions and modification of Dell business offerings.

DELL INC. Executive Director, Service Operations 2011 – 2012

● Created a 3-5 year worldwide service and support plan transforming Dell support from a break fix service provider to solution provider. Established global Best of Breed standard. Introduced and standardized new key metrics. Cost structure decreased 20% resulting in a 2% margin enhancement.

DELL INC. Executive Director, Service Design of Solutions 2010 – 2011

● Created a Solution Team with multiple Technology Towers assuring serviceability around customer purchases. Designed, piloted and implemented detailed training plan. Measured company effectiveness and delivered service offering based on support feedback. Improved overall ability to evaluate solution oriented services which resulted in a better customer experience and increased customer loyalty.

DELL INC. Executive Director, Service Products, Engineering & Quality 2006 – 2010

●Managed over 225 employees worldwide resulting in significant impact to the service P&L, exceeding goal and averaging 10% warranty cost reduction per year, $53M direct impact and $103M indirect impact.

●Managed aggressive cost structure, solicited extra funding to meet requirements and recognized for global impact on Dell Employees.

DELL INC. - Executive Director, Deployment Services 2000 – 2006

●Built a team with 8 Deployment Engineers. Within 6 months the group became revenue generating and grew to over 3,000 installs per year. Team created $67M in revenue and a 97.8% in Customer Experience (CE).

●Led pre-sales consulting pilot, achieved $3M in cost savings and a 1 to 1.5 increase in CE.

●Significantly improved product and service quality by implementing a “Pre-Qualification” intake process, statements of work process, and post-sale tech support process. Implemented a PMP infrastructure on all deployments.

●Consistently earned highest “Champion Index” rating on staff morale surveys due to exceptional teambuilding, coaching and issue resolution.

●Attained “Black Belt” for Business Process Improvement (BPI) executing a project on quality improvement with critical customer requirements using quality methods and tools.

●Corrected complaints hitting product group and Americas sales organization on all Enterprise installs. Within 30 days presented an assessment and a complete plan of requirements needed to execute. Business grew extremely well, outpacing professional services in revenue, margin and CE within one year.

●Implemented service process working with the services team reducing costs and response time improving CE.

●Created a program office with MBOs. Established training requirements in order for all project managers to achieve PMP title. Produced an organization respected and trusted.

DELL INC. - Director, Sales Operations 1997 – 2000

●Instructed by CEO to implement global PMI/PMP certification process resulting in all PMs trained to a nationally recognized standard.

●Led strategic planning and large purchase rollouts. Allowed customers requiring a specific custom part to add to equipment or software image.

●Increased profitability and business impact while resolving key management and sales issues.

●Restructured core offering, cost and pricing structure to boost sales.

●Provided unique custom solutions focused at Dell’s top 25 international customers and drove $300M+ in incremental product revenue for Enterprise Customer Solutions Group.

●Built test project plan to show new application was inadequate for requirements. Managed global opportunity to move systems to a new platform and saved millions of dollars.

●Led a group of international Program Managers and created new MBOs to meet needs of 25 global companies’ custom configurations not otherwise available. Used PMO structure to assign people based on skills improving productivity, improving customer relations and increasing revenues

●Created a process to get individual performance feedback for team members assigned on cross functional teams for use in performance evaluations. resulting in a better performance review experience.

DELL INC. - Director, Custom Factory Integration 1993 –1997

●Ensured proper configurations built to customer specifications. Ensured integrity of factory process maintained while meeting requirements and minimizing cycle time. Re-engineered global services revenue process and established consistent milestones and reviews of functional plans.

●Created and implemented PM role to enable factory associates to read customer requirements written to the same specifications. Assured all IT changes and requirements were documented and submitted in a timely manner. Managed first and second shifts and advised manufacturing facilities. Served as liaison to customers.

●Redesigned process and renamed it to reflect accurate description (Systems Integration). CE rebounded almost immediately, from low 70s to 90s. Changes resulted in revenue growth 12-15% YOY.

JWP, Inc. / Business Land Configuration Manager 1987 – 1993

●Implemented and merged all remote configuration centers. Grew revenue from $4.5M to $44M. Established metrics and routine technical training schedule resulting in quality indexes exceeding 99% monthly.

●Refined processes and procedures to enhance flow of product for quickest and most accurate delivery. Grew Configuration Revenue from .50% to 2.8% resulting in $1.7M in company revenue ● Youngest person at the company to ever be a Regional manager.

United States Navy - Naval Officer

●Ballistic Missile Submarine (SSBN) Graduate; Naval Nuclear Power School (NPS) Graduate.

Education

Bachelor of Science (Studies), Nuclear Engineering, University of New Mexico

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