I am a global executive and strategic consultant for medium and large global  technology 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, simplification of human experience quality design for products and service and experience design programs. The end results of my work in customer strategy were high growth, customer and employee satisfaction, retention, advocacy, and increased loyalty, quality and the ability of organizations to change. 

I enhance adoption, renewals, and developed 360-degree on boarding 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 toward major changes, talent development and acquisition and, 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 of  NPS, 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,enhancing experience, services sales offerings and managed up to $71M P&L while exceeding quarterly contribution to EBITDA.  My programs have generated additional bi-annual recurring revenue (ARR) by 230%.

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 and simplification modeling.

By the way I am also a speaker.  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.

I was a member of the international advisory committee of Customer Experience Professionals Association and a thought leader, keynote speaker, and contributor to CX university.

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