• Led annual business planning for a mid-market professional services firm including profitability modeling, market development / key account planning, and operational improvement planning.  Directly contributed to firms double-digit year over year top-line growth and increased profitability.
  • Built business case for and designed new market offerings for $100MM practice of a global consultancy.  Led market sizing, market research, and internal capabilities assessments.  Developed $20MM pipeline in first two months of service launch.
  • Led due diligence and strategic analysis to help a national trade association evaluate whether they should continue with an outsourced management model.  Advised Board committee on contract re-negotiation strategy, adjusted scope of services, and performance management with outsourced management company.
  • Supported CEO of innovative start-up training and organizational development firm to articulate overall market strategy, company operating model, and key staffing requirements.

  • Designed and launched digital direct-response program which achieved greater than 100% year over year growth in its first four years.  Increased profit margins by 33% and customer lifetime value by 11% through targeted segmentation and customer retention strategies.
  • Developed a multi-year marketing and communications strategy for an international professional membership association focused on revenue growth, market expansion, and enhanced member engagement.
  • Piloted a program to monetize customer service interactions for a retail catalogue business.  Achieved $250K incremental net revenue in two month pilot.

  • Led post-merger integration and re-structuring of a subsidiary company into $100MM parent organization. Designed and executed integration and revised operating plan, netting $2MM in annual savings with no negative impacts to revenue or customer experience.
  • Advised CEO of an established and rapidly growing services company on potential sale / merger of the company.  Coordinated valuation review with 3rd party specialists, and outlined potential re-structuring plans for operations and staffing.
  • Supported senior executive tasked with integrating finance and administration organizations at a large public health care organization.  Outlined revised staffing structure and prioritized integration actions based on internal and external customer needs.

  • Advised senior executives at $65B logistics organization on customer experience approaches and techniques as competitive differentiators.  Guided project teams on business case development in support of client's customer loyalty program pilots.
  • Developed customer experience map and improvement plan for $12MM macroeconomics think tank to enhance engagement with funding organizations and constituents.
  • Led CRM transformation for $95MM organization focusing on direct marketing, product fulfillment, customer service, and print/digital publishing functions.  Reduced operating costs and increased marketing capabilities by designing appropriate balance of in-house management and best-in-class outsourcing partners.
  • Led line of business SMEs from healthcare, insurance and benefits divisions in rapid prototyping of cloud-based Customer Contact Center.  Facilitated joint application design and customer experience design sessions to produce functional prototype in six weeks.

  • Led process analysis and improvement project for digital marketing department of $950MM client organization.  Increased team's production capacity, speed to market, and overall operating efficiency.
  • Led analyses for multi-billion dollar logistics organization to drive process improvement across customer-facing functions.  Performed integrated analysis of Demand- and Supply-Chain data, identifying previously unseen gaps in service response ownership.
  • Led capacity building efforts at $100MM non-profit organization by educating division executives on operational improvement techniques.  Supported executives in improvement opportunity selection, and execution of process improvement projects.
  • Led organizational assessments for Office of the CIO and Office of the CFO at a multi-billion dollar health and humane services organization.  Highlighted gaps between current state capabilities and future state vision, supported development of staff-owned improvement plans, and facilitated executive prioritization sessions.
  • Led functional and technical SMEs to design process controls and system improvements for key purchasing programs at a large public health organization, reducing un-reconcilable balances by $1.2MM.
  • Directed Program Management Office for systems and operations transformation at large healthcare provider organization.  Supported outreach to clinical, administrative, and technology staff to mitigate risks to quality and continuity of operations, and to drive adoption of enterprise operational improvements.
  • Oversaw process analysis, re-design, and automation for asset management programs at a federal agency. Increased positive accountability for assets by 60%, and improved staff efficiency by 10%.