My passion is developing solutions that blend operational excellence and technology. It all comes down to communication, collaboration and accountability. My focus as a strategist and as a program manager has always been on creating open communication channels and encouraging partnerships and collaboration to drive innovation and creative problem solving. How can we make smart management and thoughtful evolution a part of our team, company and industry cultures?
Accountability, well, that’s a story for another day…
Some past accomplishments:
- Spent a year as the Global Program Manager for Dell Consumer Technical Support chat and email channels. Moved into this role after a year doing similar work for Dell Online Self Service (support.dell.com).
- Launched an internal agent wiki initiative that ultimately included over 2,000 agents at 8+ sites. Participation levels exceeded best-in-class metrics for corporate wikis, and we were able to link active wiki use to significant handle time reductions.
- Played a key role in the creation of Dell’s knowledge management strategy, mostly as a champion for the creation and management of unstructured knowledge. Contributed to the requirements for a new knowledge management platform at Dell and was a voting member in the vendor review/RFI process.
- Worked part-time (while getting my full-time MBA) as a consultant with Cisco developing technology strategies for global public sector clients. The backbone of these strategies was the power of IP convergence, but we mapped out new frameworks for communication to optimize delivery of service.
- Managed a $4 million effort to develop applications to support meter data management in deregulated electric and gas energy markets at Enron.
Companies:
- Dell (Consumer Tech Support)
- Cisco (IBSG Global Public Sector)
- City of Austin/Austin Energy
- Harte-Hanks, key clients - IBM, Sun Microsystems, Quantum, Texas Instruments and GE Plastics
- Enron Energy Services (left before it all went haywire and made money on my stock options!)
- BSG Consulting, major projects for American Express and Kirby Marine Transportation
Industries:
- High Tech
- Customer Service and Support
- Energy
- Financial Services
- Transportation
Education:
- Rice University, Mathematical Economic Analysis and Latin American Studies (AKA Applied Math, Economics and Spanish)
- University of Texas at Austin, McCombs School of Business, MBA
