Strategic & operational responsibility for contact center/omni-channel support model across recently formed Aftersales organization. Customers include Dealer Network, National Fleets & end consumers.

Head of Customer Service Organization with responsibility for Field & National Fleet Service Teams, Call Centers, Advance Serviceability, Field Service, & Warranty Claims.

motormindz is a global automotive professional services and technology company that combines unparalleled experience and comprehensive capabilities across all facets of the automotive manufacturing and sales chain. motormindz collaborates with solution partners and clients to develop and integrate disruptive, leading-edge solutions and technologies aimed at solving crucial challenges for automotive manufacturers and dealers.

Pursuing full-time employment while working as an independent consultant and advisor specializing in new business development, go-to-market strategies & customer support solutions. Engagements with Automotive, Contact Center, Heavy Truck/Engine and Digital Disputers/Start-Ups.

Newly created position responsible for optimizing people, process and tools to create a global blueprint for an omni-channel Contact Center operating model. Massive in scope, including recently integrated OnStar organization: 169m annual customer interactions, 70 sites with 7000+ advisors provided by 35+ vendors, all using disparate tools supporting 30 lines of business across 100+ countries and 40 languages. Select accomplishments:+ Established Global Governance model to ensure strategic alignment of stakeholders and implemented a Contact Center Program Execution Team for disciplined approach to market location analysis, vendor sourcing, tool deployment and cultural priorities.+ Developed long-term strategy and implementation roadmap for Global/Regional/Country site and IT contact tool stack for Europe, Brazil, Thailand, Australia and Canada: $31million annual business and IT savings.+ Migrated to new GM “greenfield” showcase locations/hubs in the UK and Romania + Migrated to vendor locations in Brazil, Thailand and Australia while on-boarding new vendors + Defined “global common” Contact Center tool platform with global telephony stack deployed, phase 1 markets implemented for Knowledge and Case Management: 90% of global volume & spend complete+ Designed contact center data governance architecture and rolled out reporting platform to more than 200 users + Negotiated contracting for US and Canadian facilities and labor with $82million in 5-year contract savings as well as upgrading vendor roster and reducing footprint complexity.+ Defined Contact Center Global Operating System with core pillars of People, Standardization, Quality and Continuous Improvement. Regional implementation Managers appointed and plans developed. 500+ people trained.

Senior executive in charge of Customer & Dealer Assistance contact centers and responsible for all strategic and operational results of omni-channel delivery model. Managed vendor management organization with 35 GM employees and 3000+ outsourced personnel managing 11 million customer, dealer and field interactions annually from 8 domestic and international locations. Direct and indirect budget $225million+. Portfolio of services included support, sales, recalls/buybacks, roadside, parts and technical service assistance. Charter member of Corporate Customer Experience Leadership Team.Select accomplishments:+ Designed and executed US Contact Center Transformation plan:+ In-sourced key management functions and successfully on-boarded 185 direct employees+ Closed offshore sites in Buenos Aires and Manila, opened company location in Warren, MI+ Established cross functional Social Media Center of Expertise & industry leading Social Care site at GM HQ+ Transitioned vendor IT platform to GM and developed IT tools saving $30million annually+ Reengineered existing business units, introduced innovative solutions and delivered business results:+ Implemented dealership Customer Experience role, 16% improvement in CSAT and $9.5million buyback savings+ Developed early response/VOC, Sales & Infotainment business units to proactively delight customers+ Changed reputation and culture of contact center activity/organization:+ Partnered with Disney and trained 300+ employees on department vision and values + Showcased Warren & Social Care sites as part of “Customer” first priority to GM Board of Directors, Mary Barra and her staff as well as over 500 senior leaders and managers+ Scored top quartile employee engagement results in 2013 survey

Chief Marketing Officer for all Aftermarket Parts, Service & Accessories brands: GM Goodwrench, ACDelco and GM Performance Parts. Led 110 employees plus multiple agencies with $175million+ direct and co-op marketing spend. Full brand management responsibilities to support Channel “Go to Market” B2C-B2B business objectives. Comprehensive marketing and media plans using TV, radio, print, digital, NASCAR/NHRA sponsorships, experiential and event management. Member of Divisional Senior Leadership Team and Global Automotive Aftermarket Strategy Board.Select accomplishments:+ Repositioned Goodwrench Service Brand and developed annual retail marketing plan:+ 91% dealer participation in 2010 retail plan with double digit increases in all service lead metrics+ Consolidated agencies of record yielding 20% annual cost savings and account team upgrade+ Developed service brand transition strategy from GM Goodwrench to “Divisional” Certified Service+ Developed service retention strategy to ensure customers return to GM dealer network for vehicle maintenance:+ Improved service metric retention from 31% to 47.9% from 2006-2010

Newly created position responsible for developing comprehensive Marketing toolbox to enable Field, Vehicle Brands, Distributor and Dealer achievement of Accessory per new vehicle revenue penetration. Grew Channel business $100million+.

Responsible for network planning, dealer facilities and dealer evaluation. Developed new dealer agreement during unprecedented regulatory turmoil (European Block Exemption competition rules) and Opel/Vauxhall turnaround. Three-time GM Chairman’s award recipient during European assignment.