I help brands turn service excellence culture into competitive advantage. As a former Inc. Magazine ”Inc. 500” awarded CEO & Founder, Ritz-Carlton Leadership Center and Mercer senior executive, and U.S. Army Intelligence Veteran, I serve as a Trusted Advisor to leaders and their teams. At the intersection of Service Culture, CX, HR, operations and the C-suite, I leverage real-world expertise and best-practices from leading experience and service-based brands to teach, coach and advise on complex customer-centric challenges. My passion is to help ambitious businesses and brands drive superior performance, competitive differentiation and passionate brand advocacy through customer-centric culture, elevated employee engagement, and embedding service service excellence into organizational and operational DNA.
As a committed life-long learner, I am a Forrester Certified CX Pro (FCXP CX-I), co-Author of "GrowthThinking®: Building the New Growth Enterprise", recipient of a “Small Jewel” award from Consulting Magazine, a Chamber of Commerce Visionary Award for Entrepreneurship, (7) Telly® Awards and (3) Davey® Awards for Marketing Excellence. I am also a Certified Blue Ocean Strategy Practitioner (BOSIC, London UK), "Business Model Generation" Certified Practitioner and certified in the Management of Portfolios® (MOP) UKOGC.
-Opptiv LLC - The Service Excellence Consultancy-
Chief Experience Officer
2011 – Present
Recipient of (7) Telly® Awards and (3) Davey® Awards, featured in Consulting Magazine, Wired and The Washington Post. As an interim senior executive and Trusted Advisor to senior leaders and their teams in Global 1000 businesses and brands, I support growth strategy, culture transformation and performance turnaround through service excellence (SX), employee experience (EX) and customer experience (CX) advisory, training programs and coaching.
-The Ritz-Carlton Leadership Center-
Global Head of Delivery
2018 – 2019
The Ritz-Carlton Leadership Center is dedicated to helping client organizations maximize performance and attain competitive advantage through exceptional employee (EX), service (SX) and customer experiences (CX). As an interim leader and change agent, transformed and led delivery of the legendary ethos, practices and systems of the Ritz-Carlton brand across advisory, training and public speaking to help clients achieve customer-centricity and implement service excellence culture, leadership and operations.
Global Commercial Leader
Jul 2017 – Dec 2018
Mercer, a unit of Marsh & McLennan Cos. (NYSE: MMC), serves Global 1000 clients across strategic HR, human capital and employee experience (EX) challenges. For the Intellectual Capital Solutions business (an internal start-up), provided interim leadership of global commercial strategy, new service design, go-to-market and customer lifecycle management for best-practice and research-based digital products, including the Mercer Select Intelligence information service, Human Capital Scan organizational diagnostic, and Future Ready member-based executive programs.
-ICOR Partners (acquired by private equity firm Excellare Capital Partners)-
Founder & CEO
2002 – 2010
Inc. 500 and Consulting Magazine "Small Jewel" awarded CEO. Specializing in leading large-scale culture, leadership, governance, employee engagement and operating model transformations for enterprise and public sector clients, including the departments of Homeland Security, Veterans Affairs, Health & Human Services, NASA and Office of the Comptroller of the Currency. Founded and provided general management, strategy, service delivery and sales leadership for this high-growth strategic consultancy (340th fastest growing privately-held business in the U.S., acquired by private equity firm Excellare Capital Partners in 2010).
1995 – 2000
For the EY Center for Technology Enablement, served as a revenue-focused, cross-industry thought leader in the CxO advisory, strategy, operational governance, IT outsourcing and IT management sector for Global 500 clients. Served as freelance writer for InformationWeek and eWorld magazines, and wrote the monthly 'Management Insights' column for InternetWeek magazine.
1987 – 1995
Served as mission flight crew for airborne intelligence, surveillance and reconnaissance (ISR) operations in conventional, asymmetric and counter-narcotics domains.