My Value Proposition
Broadly Capable, But Specialized
I'm a Transformation Consultant, and have led end-to-end programs helping clients conceptualize, design, plan and execute against initiatives spanning Workforce, Digital, Customer, Supply Chain and Business Operations. My toolkit looks like this:
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Business
Strategy
Consulting
Continuous Improvement
Experience Insights
Operating Model Design
Customer & Employee Experience
My most unique delivery expertise lies in blending methodologies to improve Customer and Business interactions and drive operational efficiencies. I have found using these two lenses together to be a powerful combination for strengthening a company's position both competitively in the marketplace and internally on the books.
An Example of the Blending Technique
Businesses can no longer think about transforming one aspect in silo. As customer expectations for engagement, visibility and speed rise, the global cost of goods crisis taxes the bottom line, and AI pushes innovation of EVERYTHING into new realms, we need to think of any transformative change holistically.
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Below shows one way to creatively bring several commonly used tools together during the Design phase of a change.
By creating an integrated "package" of views, organised and tied together by the best fit framework for your primary priority (in this case, the Customer lens, so we use a blueprint as the connector), you can uncover the flow effect of changes across various lenses of transformation impact.
Operating Model Redesign
When a global beverage brand refranchised all domestic operations, I worked hand-in-hand with the small to mid-sized bottler lead to strategize, design, align on and implement a shared operating model that allowed nearly 50 distinct bottling entities and the corporate brand sponsor to collaborate on shared technical investments and community initiatives for the betterment of the collective system.
Service Experience Improvement
A national provider of product insurance services aimed to improve both seller and customer satisfaction across 4 distinct business units. I led the current state blueprinting + process mapping effort, highlighting areas for improvement across Customer Experience, Operational Efficiency (for speed and cost takeout) and Automation targets. We were later re-engaged to develop a self-service portal to address several of the opportunities uncovered.
Support Center Regionalization
To facilitate a national home improvement retailer's transition of call support centers and contractor scheduling operations to a regional "pod" based model, I led the current state discovery and end-to-end process mapping with development of future state optimized designs and enabling training materials thereafter. The revised operations were thought to have reduced reschedules significantly and dropped goodwill discounts by more than 23%.
Banking Experience Discovery
To help drive new client acquisitions and increase retention, a global banking entity asked me to blueprint and process map their current practices for targeting, engaging, onboarding, managing and offboarding high net worth individuals to their investment management group. After comprehensive interviews, I delivered a robust package of end-to-end current state blueprints and process maps bundled with over 170 scored enhancement and improvement recommendations.
Leading in Business Management
Beside my delivery roles, I've successfully captained teams across key client accounts and overall enterprise portfolio groups.
CLICK THROUGH to see five key skills I've developed through these roles.
Let's Get Personal
Who Am I At Home?
That's not my dog, but it could be! My family is made up of myself and a very handsome golden retriever named Cooper who has spent most of his life traveling the world with me.
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My passions include said travel and learning about new cultures, spending time in the outdoors, good wine and food, reading and attempting to learn new languages.
I grew up in the southeast US, but now live in Tampa, FL. I am open to some business travel arrangements.
