Henry Schein One

Executive Leadership for large international organization. Led innovative projects using AI solutions to improve customer and employee experience.

Chief Customer Experience Officer

Vice President Customer Service and Technical Support

Dell EMC

North America Lead managing team of 8 managers/supervisors and 130 total employees.

Sr. Manager, Global Technical Customer Services

MasterControl

-MasterControl is a QMS system that facilitates regulatory compliance.
-Manage team of Technical Account Managers/Dedicated Support Engineers who support Tier 1 pharmaceutical and enterprise level clients. 
-Focus on improving customer satisfaction and NPS while increasing profitability.

Senior Manager- Technical Account Managers

Novell

-Worked with team to establish and meet financial goals including budgetary and margin targets.
-Lead operating system engineer for multiple teams who provided 24x7 SLA management and monitoring of outside corporate and government systems and IT infrastructure, including incident tracking and managing change control for business critical production systems. 
-Assisted in development and implementation of monitoring application and database. Planned and coordinated with all parties invested in the system (e.g., system administrators, business unit managers, database administrators, etc.).
-Provided project management for large system deployments and rapid resolution of critical production issues.
-Led project implementations, coordinated consulting meetings and communications with client executive management to ensure customer satisfaction and continued support relationship. 
-Verified all solutions met internal control standards and followed client's best practices to ensure compliance.
-Managed team certification in ITIL
-Managed cooperative efforts on customer projects with colleagues in numerous international locations.

Managed Services

Designated Support Engineer-Premium Services

Steering Henry Schein One's customer experience strategy, I focused on driving customer success and process improvements using innovative AI solutions. With a solid background in professional services, technical support and Customer Success, I have demonstrated the ability to elevate customer relations and service delivery.

As part of the executive leadership team, I have worked to exceed customer expectations through innovative solutions. Our team's commitment to excellence has been instrumental in shaping a responsive and efficient customer experience, reflecting a profound understanding of the intricate link between customer satisfaction and business success.

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