I am a global executive for medium and large global organizations, focused in Customer Experience, Professional Services, Customer Success and delivery.
I enable major global enterprises to generate new revenue and enhance market competitiveness by delivering global customer experiences, services, strategic planning, execution and ensuring customer success. I drive continuous transformation, quality design for products and service, and experience design programs. The end results of my work in customer strategy services and sales were high growth, customer and employee satisfaction, retention, advocacy, and increased loyalty and quality.
I enhance renewals, adoption and developed 360-degree onboarding programs, as well as strategies for cloud and on-premise solutions among other technologies. I also work with companies on integrating IoT and data-driven services during digital transformation initiatives.
I have led operations, solutions, professional services, customer experience delivery, digital and cultural business transformation, talent development and acquisition, developed new service catalog portfolios, and solutions across EMEA, NAM, APAC and LATAM.
I’ve also lead measurements and metric results with customer, including the utilization ofNPS, VOC CSAT, AHT and CES. I connect leadership KPIs, to measurement and metrics directly to revenue generation, and customer and employee satisfaction outcomes.
In the past, I’ve held global executive positions with Oracle, Ericsson, Amdocs, Inttra, Comverse Technology, Samsung*and Redknee — among others.
I’ve generated up to $170 million in new annual revenue by developing new services and sales offerings and managed up to $71M P&L while exceeding quarterly contribution to EBITDA. My programs have generated additional bi-annual revenue (ARR) by 230%. Other service and customer success initiatives have increased renewals, retention, annual client revenue by30%, improved customer satisfaction by 35%, enhanced NPS results and other measurements and achieved 75%+ productivity gains.
I have created and adapted processes and procedures to generate change, especially in the area of digital and cultural transformation while retaining a focus on service excellence.
I’ve resided in the USA, Brazil, Israel, Holland, UK and Germany. Fluent in English, Portuguese, Spanish, Hebrew and still constantly improving my German. Have led multi-cultural global teams. Hold a MBA from Northwestern’s J.L. Kellogg Graduate School of Management and have a Bachelor’s degree in Information Systems and Industrial Engineering.
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