The New Frequency

New Frequency offers coaching and consultancy to support socially conscious entrepreneurs and leaders to recognize, reframe, and reimagine habitual processes and practices that no longer serve in order to optimize their own well-being, create thriving cultures, and engender transformational change.

New Frequency offers a safe, judgment-free space to examine the behaviors and beliefs that enabled each of us to get to where we are… and to explore alternative ways of thinking, feeling, and being that will help us move to states of greater resonance.

Founder

Forbes Coaches Council

Sharing business and career thought leadership through Forbes Coaches Council, an invitation-only organization for premier business coaches, career coaches, and senior-level executives selected based on their depth and diversity of experience.

✅ Official Member

Sky's the Limit

Sky’s the Limit is harnessing the power of technology to fuel millions of aspiring, underrepresented, young entrepreneurs to reach their dreams. The one-on-one advising and mentoring, education, and funding opportunities we offer leads to the growth of social capital -- new connections, skills, knowledge, entrepreneurial mindsets, and access to new business opportunities. That translates to new businesses, new jobs, increased employability, increased lifetime earnings, and innovative products and services being developed across the world!

In my role as COO, I focused on driving growth strategy, optimizing strategic partnerships, and working with the team to ensure program, partner and platform success for both the existing US, and newly established UK-based operations. Special attention to community- and coalition-building, ensuring every entrepreneur, partner, and team member enjoys a safe and productive experience that allows them to fully express their purpose and live their vision.

Chief Operating Officer

South Carolina Institutes of Innovation and Information Foundation

I was honored to serve as a volunteer board member and Chair for SCIIIF, a 501c3 non-profit that provides resources and support for the Institutes of Innovation and Information established at South Carolina’s seven Historically Black Colleges and Universities (HBCUs). In my role, I was responsible for helping this newly established organization realize its full potential as a force for fundraising and coalition-building.

Chairperson

Courageous Be Coaching

Founder of a boutique consulting and coaching practice specializing in partnering with corporate leaders and independent business owners who seek to improve employee engagement levels, drive business results, and enhance personal leadership performance. I help people achieve remarkable results through innovative communications strategies, business and human resources strategy optimization, and powerful personal skills development.

CEO - Coach, Advisor to Social Entrepreneurs and Social Impact Professionals

VolunteerMatch

VolunteerMatch creates better ways to bring great people and great causes together at scale. They seek to unlock the promise of the private, corporate and social sectors with the web's #1 volunteer engagement network and associated technology and service solutions. 

In my role, I was responsible for helping forge the future of the organization as a member of the Executive Team. 

I led the Solutions team, a high-performing team composed of multiple functions: Marketing and Advocacy, Business Development, Customer Outcomes, Education and Training, and Philanthropy. 

In my role, I defined the business priorities and drove execution strategies, new solutions, and growth activities to strengthen and expand VolunteerMatch's brand, community of partners, clients, and allies. I worked constantly to strengthen and enhance our position as THE place for finding, matching, and engaging skilled volunteers, mentors, and board members.

Chief Solutions Officer

eSolidar

Advising on strategic matters including relationship development that serves the global expansion and adoption of eSolidar, the latest generation of GDPR-compliant giving and volunteering technology, and impactMarket, financial infrastructure for the new impact economy.

With both consumer- and business-facing products and services, eSolidar is known for its award-winning online platform and dynamic, innovative team. We help individual donors connect to causes and support charities and corporations to take control of their online fundraising and volunteering in ways that are timely, cost-effective, and phenomenally engaging -- especially to Millennial and Gen Z donors and volunteers.

Advisor - Market Development, CSR, Charity Auctions, Fundraising, Crowdfunding

Causecast

For Corporate Social Responsibility/Employee Engagement technology SaaS start-up, provided day-to-day operations leadership and direction to the cross-functional team to drive sales, optimize marketing and human resources, and ensure timely delivery of new products and services.
 
Managed 2 P&Ls - for the nonprofit Foundation and the for-profit Corporation – and led staff to deliver outstanding customer experiences and develop innovative offerings. 

Core responsibility included business development, HR, business strategy, planning, goal-setting, decision-making, budget, operations, general management for all functions, direct personnel management and supervision, infrastructure optimization, cross-functional leadership development, partnership development and management, executive coaching and mentoring, and public speaking.

Chief Operating Officer - CSR/Employee Engagement SaaS

As Vice President of Go-to-Market in summer of 2015, implemented and improved Sales & Marketing processes, performed resource allocation and budgets, and enhanced productivity and efficiency to drive revenue. Provided overall instructional vision and thought leadership, strategic and annual operating plans, program development plans, and process management.

As a member of the executive leadership team, my day-to-day responsibility included strategy, planning, decision-making, budget, operations, general management for the Sales and Marketing functions, direct personnel management and supervision, infrastructure optimization, cross-functional leadership development, executive coaching and peer mentoring.

Vice President, Go-to-Market Operations - Driving Revenue, Optimizing Sales and Marketing Processes

Intuit

I was offering leader for the global We Care and Give Back employee giving and volunteering program, including responsibility for day-to-day management of Intuit Foundation. I did trends research, strategy design, regular operations reviews, coaching and coordination of global volunteer teams. 

>> Created "Create the Change", an industry-recognized quarterly worldwide engagement campaign best practice, with end to end responsibility for concept, design, writing, and strategy through execution and measurement. 

>> Helped onboard, coach, and develop a team of Regional Site Coordinators and Program Managers to build capability and deliver outstanding results. Vendor, nonprofit/NGO selection and management, including compliance, risk mitigation, delivery and process design for new online tools infrastructure. Innovation catalyst, responsible for driving and teaching design thinking to work teams across the company.

Senior Manager, Worldwide Employee & Community Engagement - HR, CSR, Program Management

I was responsible for design and delivery of worldwide engagement programs centered around diversity and volunteering and giving. 

Accomplishments include design and delivery of global expansion strategy for We Care and Give Back community giving program, Working Globally website to develop global leadership mindset with employees, and the Do One Thing for Diversity campaign in support of the UN’s World Diversity Day. 

>>Developed the “Do One Thing” campaign in partnership with the United Nations to reinvigorate World Day for Cultural Diversity for Dialogue and Development, with attraction of 1M individual commitments. 

>>Wrote, edited and partnered with contractors and internal staff to deliver engagement program communications. Drove reward and recognition strategies for volunteer leaders and volunteer teams. 

>>Coached and supported teams to successfully craft engagement plans and deliver measurable outcomes to drive higher employee engagement levels.

Employee Engagement Program Manager - Internal/External Communications, Campaigns, Vendor Management

>> Led HR Communications function, including support of executive communications and delivery of monthly global HR All Hands for 250+ employees. Responsibility for writing, editing and delivery within all HR communications channels. 

>>Drove strategy and execution plan for launch of new Alumni network, managed vendor relationship and implemented online community collaboration tool to keep ex-employees connected and engaged with Intuit.

HR Communications & Alumni Network Leader - Executive Communications, Program Design, Product Launch

>>Drove change management strategy and coached leader capability throughout HR Reinvention. Project management and production for complex change projects in RIF, reorganization, diversity and employee engagement, leveraging end-to-end strategic thinking, people experience, D4D, organization design and change communication skills.

HR Change Leader - HR Communications, Project Management, Change Management

>>Coached senior and program leaders across HR and the business, applying customer-back, design thinking and employee experience knowledge to develop capability and build programs that create best possible experiences during highly confidential and sensitive moments of truth in the employee lifecycle; program leader for Last Days, Alumni, multiple M&A and RIF projects.

People Experience Coach - HR, Executive Coaching, Leadership Development, Program Management

>>Human Resources Business Partner supporting Payroll Sales organization in Reno throughout implementation of new incentive compensation program, quarterly and annual calibrations and high-performing organization review. 

>>Managed sensitive employee relations issues, hiring assessments, terminations and performance management on a daily basis. 

>>Partnered cross-functionally to re-design long-term organizational strategy, including restructuring of field sales force and RIF assessments that spanned across organizational boundaries.

HR Business Partner - Human Resources, Employee Relations, Hiring, Org Design and Strategy

>> Designed and implemented communications strategies in partnership with senior leaders in the Reno Payroll organization, across corporate HR and as a requested “expert” contributor for QuickBooks Group. 

>>Led the development of Reno’s employee giving and community relations programs post-restructure. Communications programs included confidential RIF and restructure communications and successful cross-functional team projects within business units; operating mechanism, engagement, client services and HR communications strategies; and cross-business unit communications strategies to support senior leadership team.

Communications and Community Relations Manager - CSR, Communications, Strategic Partnerships

Leadership Coach & Impact Strategist | Empowering Purpose-Driven Tech Leaders, with a Passion for Elevating Female Founders | Founder @ The New Frequency

Ready to reclaim your energy, amplify your impact, and not just succeed – but thrive? If so, you're in the right place.

Whether you’re navigating a career transition, looking for deeper alignment, or seeking a new direction, I’m here to support you in creating a clear, actionable path to success.

I guide visionary leaders and entrepreneurs who feel stuck, unsure, or overwhelmed by their next steps to break past limitations and gain the awareness you need to confidently move forward. 

Let’s work together to unlock your potential and help you lead with purpose. Book a clarity call today and take the first step.

Why work with me?

With over two decades as a social impact tech executive, entrepreneur, CEO, and COO, and a background as a 2X certified Life and Wellbeing coach, I leverage a potent mix of industry insight, strategic acumen, and a vast network of influential connections to uplift you. 

My domain? The nexus of social impact, strategic leadership, well-being, and innovation.

Here are some tangible impacts of this synergy:

↳ Orchestrated initiatives channeling over $80MM to purpose-driven ventures
↳ Devised marketing strategies generating a social impact return of $700MM+
↳ Revived businesses on the edge of closure, driving them to $5M in annual profits and scaling $40K side hustles into $1MM+ enterprises

With my guidance, hundreds of leaders and entrepreneurs have soared to new heights—imagine turning your vision into a thriving $100,000 annual recurring revenue stream or safeguarding a $20MM investment. My coaching is not just spice and sass; it’s rocket fuel.

If you're ready to resonate at a new frequency and shape a legacy that echoes beyond the boardroom, I’m here to make that happen.

📩 Book in a Clarity Call to get started.

Laura Plato

Devexperts

1. Service Delivery Management:
Ensure compliance with the procedures, instructions, KPIs, and support contract commitments,
Lead an onboarding process of the client during the production launch,
Communicate with the client via telephone, e-mail, or IM to report the current status of the issues,
Oversee the resolution of major incidents, ensuring timely communication and resolution,
Take responsibility for completing the support contract conditions.

2. Process management:
Organize and supervise giving estimations, planning and executing maintenance routine operations & project development tasks in frames of the support team,
Manage the process of investigation of the technical issues;
Manage tasks related to the bug fix of the product.

3. People management:
Manage a project support group in the Maintenance and Support department,
Organize and manage the workload of the team and their backlog.

4. Service Improvement:
Identify opportunities for process improvements and implement best practices to enhance service delivery,
Identify opportunities to enhance the teams' active monitoring and reporting,
Report on key performance indicators (KPIs) with the required stakeholders.

Service Delivery Manager

Philip Morris International

- Lead the operational support for B2C and global communication areas, managing services across 60+ countries in all continents.

- Act as the primary point of contact (SPOC) for key market stakeholders, handling escalations, delivering periodic reports, and aligning expectations to ensure customer satisfaction.

- Drive continuous service improvement by implementing automation solutions, reducing support costs, and optimizing performance for end users.

- Define and monitor critical KPIs including SLA, SLO, aged incidents, MTTR, and NPS to maintain high service standards.

- Enhance Mean Time to Resolution (MTTR) and boost Net Promoter Score (NPS) by applying customer-centric principles and improving support strategies.

- Oversee support for complex solutions involving multiple systems (Salesforce, AWS, SAP, Adobe, Twilio, azure, ...), ensuring timely responses and resolutions.

- Provide functional advice and training for new market onboarding, ensuring smooth transitions and service continuity.

- Manage vendor service quality, establish effective reporting mechanisms, and maintain clear communication with internal stakeholders.

- Lead production support onboarding for new teams, ensuring operational readiness and process alignment.


Key Achievements:

- Reduced incident resolution time by 30% through proactive issue management and automation.
- Improved NPS in 40 pp by implementing feedback loops and customer-first support practices.

Senior Service Delivery Manager

Retail Consult

- Led the Service Management practice, standardizing the SDM processes by developing a customized way of working based on ITIL 4.

- Established a Shared Services structure to provide centralized support for multiple clients, improving efficiency and cost management.

- Managed B2B customer relationships across EMEA and Asia, overseeing account revenue, margins, and customer satisfaction.

- Lead pre-sales efforts for new support accounts, estimating effort and cost, preparing SOWs, and presenting tailored service solutions to potential clients.

- Supervised end-to-end support operations, ensuring incidents, requests, and problems were effectively handled via ITSM tools like ServiceNow.

- Developed and maintained service reports, monitoring KPIs such as SLAs, MTTR, and NPS, and delivering insights to clients.


Key Achievements:

Increased client satisfaction by 25% through enhanced service procedures and KPI management.
Successfully onboarded multiple large-scale clients, ensuring seamless transitions to support.
Implemented a centralized support model for retail and supply chain clients, optimizing operations and reducing downtime.

Head of Service Delivery Management

- Managed a high-profile support account for a major British e-commerce retailer, ensuring a smooth transition from project to support phases.

 Supported testing and post-go-live stabilization, producing detailed service procedures and runbooks.

- Regularly discussed SLAs and generated periodic reports to monitor and optimize KPIs.

- Played a critical role in establishing a Shared Services structure, centralizing support for retail and supply chain clients.

- Collaborated with client stakeholders to ensure service alignment and continuous improvement.


Key Achievements:

- Reduced post-go-live issues by 30% through effective knowledge transfer and documentation.

- Improved operational efficiency for retail clients through centralized support and proactive problem management.

Logic Information Systems

- Established a Shared Services support structure to manage multiple retail clients, streamlining operations and reducing costs.

- Managed the pre-sales process for B2B support accounts, estimating costs, preparing SOWs, and presenting service proposals.

- Provided Oracle Retail support to a travel retail client across Brazil and Italy, focusing on merchandise, fiscal, and planning modules.

- Led a 14-member support team, across Brazil and Portugal, ensuring high-quality service delivery.

- Played a pivotal role in migrating the ITSM tool from Redmine to ServiceNow, improving incident handling and reporting.

- Presented weekly progress indicators to the account manager, showcasing account evolution and service improvements.


Key Achievements:

- Improved client satisfaction by reducing incidents by 15% through process improvements.
- Migrated ITSM tool to ServiceNow, streamlining incident and knowledge management.
- Implemented a support structure for large retail clients, ensuring scalable and efficient service.

Senior Service Manager

- Managed Oracle Retail support transitions, setting up initial support processes and defining team sizes and scopes.

- Established initial knowledge bases and managed the first six months of support for new accounts.

- Played a key role in establishing centralized support processes for multiple retail clients.



Key Achievements:

- Ensured smooth service transitions for multiple Oracle Retail clients.
- Enhanced support scalability through the implementation of centralized knowledge management.

Service Transition Manager

- Delivery Manager for Oracle Retail support and development for Latin America's largest e-commerce company.

- Supported ORMS and ORFM modules, developing enhancements to meet the growing demand in a dynamic market.

- Contributed to the development of a Shared Services support model to handle multiple retail accounts efficiently.


Key Achievements:

- Successfully developed improvements that absorbed a 40% increase in system usage.
- Streamlined support operations for large retail clients, ensuring continuous service improvement.

Service Manager

Wipro Technologies

Three years of experience in Application Support and Maintenance. Experience with management, support, development, and Maintenance of Oracle Retail. I participated in a project supporting Brazil's most prominent e-commerce retailer.

Oracle Retail Senior Consultant

I Help IT Company Leaders Transform Their LinkedIn Profiles into Client Magnets | 7 x LinkedIn Top Voice

I am an accomplished Senior Service Delivery Manager with a strong track record in IT operations management and vendor management. With years of experience leading large, cross-functional teams in the delivery of high-quality IT services, I specialize in optimizing service operations and enhancing vendor relationships to consistently meet and exceed SLA and KPI targets.

In my career, I’ve successfully overseen global IT operations, managing multi-vendor environments and ensuring seamless integration across multiple platforms such as Oracle, Salesforce, and AWS. My expertise in vendor management has been instrumental in negotiating service contracts, driving performance improvements, and implementing cost-saving initiatives through automation and streamlined processes.

A key focus of my work has been aligning service delivery with customer-centric metrics such as Net Promoter Score (NPS) and Mean Time to Resolution (MTTR), ensuring that both operational efficiency and customer satisfaction are prioritized. I have led the development and implementation of ITIL and ISO 20000 service management practices, driving operational excellence and boosting team productivity.

With extensive experience managing global service operations and large teams across multiple regions, I excel in high-stakes environments that require quick decision-making and a focus on results. My ability to deliver consistent service quality, while maintaining strong vendor partnerships, makes me a valuable asset in any organization looking to optimize its IT service delivery.

taplio

The Battle

Laura Plato

Fabio Sausen

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