+40%
Self-service adoption
Expanded knowledge and digital pathways to help customers resolve issues faster and reduce avoidable demand.
Global Support & Service Operations Executive
Turning service into a strategic advantage.
I build global support organizations that earn customer trust, scale with the business, and convert operational insight into measurable growth.
65→90%SLA performance within approximately 12 months
70→92%Customer satisfaction, improved and sustained
$5MApproximate savings delivered over three years
24×7Global support leadership across regions and partners
Selected impact
Outcomes that changed the customer experience—and the operation behind it.
Across enterprise software, healthcare, life sciences, and professional services, I have led complex transformations by connecting strategy to the daily realities of customers and frontline teams.
−30%
Escalations
Strengthened ownership, cross-functional governance, and executive visibility across high-impact customer issues.
−15%
Mean time to resolution
Improved workflows, support intelligence, and collaboration across Support, Product, and Engineering.
+10
NPS points
Used voice-of-customer insight to translate recurring friction into meaningful service and product improvements.
150+
Global team
Led a diverse support organization within an extended ecosystem of more than 300 internal and outsourced professionals.
88%
Employee engagement
Raised engagement from 80% by creating clarity, accountability, development, and shared purpose during change.
Leadership approach
Elevate support from a reactive cost center to a proactive business partner.
The strongest service organizations do more than close cases. They protect customer value, reveal what the business needs to fix next, and make it easier for people to succeed. I create the operating model, talent, governance, technology, and executive alignment to make that possible.
01
Start with the customer
Use voice-of-customer data and frontline insight to prioritize the moments that matter most.
02
Build for scale
Design global coverage, partner models, processes, and platforms for growth, acquisitions, and new business.
03
Apply technology with purpose
Use AI, automation, knowledge, and analytics to remove friction and create better decisions.
04
Make performance visible
Connect operational measures to customer outcomes, business risk, and executive priorities.
Executive experience
A career built across industries, transformations, and moments of consequential change.
Leadership spanning global customer support, IT service management, contact centers, enterprise platforms, outsourcing, integrations, and operational transformation.
Vertex Inc.
Vice President, Global Support
Led global, 24×7 enterprise support transformation, premium services, AI-enabled operations, and an extended delivery ecosystem.
Capgemini
Customer Strategy & Transformation
Advised clients on operating models, KPI frameworks, contact-center performance, and service transformation.
WSP
Director, IT Service Management
Directed Americas support, contact-center and field-service operations while improving SLA performance from 78% to 94%.
Bridgeview Partners
Senior Consultant
Led ServiceNow transformation and escalation governance for a major healthcare organization.
Trinity Health
Director, Service Optimization & ITSM
Scaled 24×7 service operations supporting more than 80,000 employees through growth, integration, and change.
Pfizer / Wyeth
Associate Director, Global Service Operations
Led global service-desk transformation, outsourcing, M&A migrations, and major enterprise efficiencies.
Areas of expertise
Enterprise leadership with an operator’s discipline.
Global Customer SupportService OperationsContact CentersCustomer ExperienceEnterprise Service ManagementAI & AutomationDigital Self-ServiceVoice of CustomerExecutive EscalationsWorkforce StrategyBPO PartnershipsM&A IntegrationServiceNowSalesforce Service CloudKnowledge-Centered Service
The next chapter
Ready to help the right company scale service—and strengthen customer trust.
Exploring executive leadership opportunities in global customer support, service operations, enterprise service management, and customer experience transformation.
Open to executive conversations