Managing Director, The Service Leader; a Division of MLO Enterprises, LLC.
2006 – current
Management consultancy focused on helping businesses grow by delivering superior levels of market differentiating service and experiences.
SERVICES
• Call Center Optimization and Strategic Alignment
• Customer Experience Strategy and Programs
• VOC - Voice of the Customer Programs
• Customer Touch Point Mapping and Analysis
• Social Media Strategy and Implementation
• Content Development, Placement, and Management
Director, Customer Experience, Sunstar Americas, Inc.
2008 to 2010
Challenge - To turn around and strategically align two call centers that were perceived as barriers to sales.
Created, implemented, and led US Customer Experience improvement initiatives for retail, consumer, and medical professional channels (medical devices and CPG); GUM, Butler, and Guidor brands including consumer, retail, dental operatory, and surgical implant product lines. Positioned Sunstar as a recognized service leader in the medical devices market. Represented SAI’s Voice of the Customer to internal stakeholders.
Improved cross functional and departmental people, processes, training, technology, and structure (coming in under reduced budgets during a recessionary economy) resulting in:
• 50% reduction in customer complaints
• 50% reduction in contact center abandon rates
• 30% reduction in contact center headcount (with improved service)
• improved order processing timeliness to same day and quality to near 100% accuracy
• improved first call/contact resolution performance (retail, consumer, and professional)
• improved web and telephone user experience resulting in 0 lost transactions
• improved vendor scorecard and account management performance (on-time, complete, and accurate deliveries)
• reduced pending retail, distributor, and broker PDP and trade adjustments from +$100k > 90 days down to +$10k > 30 days (on approx. $40M annual revenue)
• helped reduce payment cycle times (A/R) from SAI's professional dealers
• provided VOC to QA, Engineering, and New Products teams for product and packaging changes/user experience improvements
Additional Customer Experience Improvement Projects Include:
• Created and managed internal audits consistent with corporate governance guidelines; passed TUV ISO audits with no exceptions.
• Designed SAI's customer service work at home strategy; upgraded technology to support remote agent applications and improve performance reporting.
• Worked in partnership with IT to develop, test, and implement enhanced consumer e-shopping cart experiences and added EDI transaction capability for retailers, brokers, and dealers.
• Represented Voice of the Customer (VOC) on SAI’s website redevelopment initiative and started SAI’s social media program.
• Created and managed SAI’s corporate donation program; provided emergency health aid products to Haiti and other earthquake hit regions.
• Lead multi-country forecasting and SKU proliferation reduction task forces.
CRM SME & Editor-in-Chief, Crowe Horwath (Chizek) and Company LLC
2002 – 2006
Challenge - To increase revenue generating opportunities through content marketing, client education, and engagement delivery.
Developed and led the Firm’s first formal Thought Leadership program; educating clients as part of the service delivery and integrated marketing strategy.
Was also the Firm’s C-level customer care risk management subject matter expert (SME). Provided engagement teams with customer care risk management and business process improvement C-level expertise.
• Created, edited, and published copyrighted content for the Firm’s 100+ Thought Leaders through internal and external digital and print outlets; bylined articles, point-of-view papers, success stories. Topics included; Sarbanes-Oxley/risk management, business process improvement, M&A, international and local tax, fraud prevention, and valuation.
• Created and managed 500+ copyrights.
• Implemented thought leadership risk management and project management processes ensuring for minimal legal and image risk, and maximum ROI
• Developed and led e-communications strategies, complying with CAN SPAM and enabling Marketing the opportunity for integrated multi-channel message delivery
• Developed enhanced thought leadership service offerings such as web content development/knowledge management, academic initiatives, and Speakers’ Bureau
• Developed the Firm’s first CEO/executive level feedback handling program (regulated environment)
Global Subject Matter Expert, Customer Loyalty, Arthur Andersen
2000 – 2002
Challenge - To increase engagement revenue opportunities by creating new enterprise risk management services, tools, and best practices (Practice Development) focused on Customer Loyalty.
Expanded consultants’ and Partners’ knowledge regarding customer loyalty/enterprise risk management and internal audit.
• Provided C- level resources, coaching, and expertise to thousands of risk consulting employees, Partners, and clients globally
• Evangelized Content; Led a 26 member global customer loyalty community of interest network (3 global country teams)
• Customized client specific solutions to significant customer care risks related to metrics, strategies, processes, and infrastructure
• Developed and implemented customer loyalty risk management models and methodologies consistent with Institute of Internal Auditors’ standards.
• Developed and delivered academic initiatives and content including training, white papers, and web based knowledge repositories
Director, Call Center Operations, Webley Systems, Inc.
1999 – 2000
Challenge – Create and lead customer service, technical support, and customer training operations for a pre-IPO start-up.
Developed and led customer facing operations and strategies in a start-up pre-IPO high tech organization; Customer Care, Accounts Receivables, Credit, Corporate and Special Accounts, Training, Technical Support, Fraud Management, and Executive Reporting.
• Developed #1 independently rated U.S. unified messaging customer experience team
• Strategic client partner assisting clients building their call centers to maximize service and market penetration
• Led operational outsourcing and technology selection
• Created operations organizational design
• Negotiated contracts, including Service Level Agreements (SLA)
• Led short term assignments to build the company including HR, credit risk analysis, fraud controls)
Director, Customer Service, Follett Software Company
1998 – 1999
Challenge – Drive service-oriented technology upgrades, align customer service with Follett’s strategy, and retain at-risk customers.
Led global Customer Service team supporting K-12 schools and educators.
• Provided executive level customer contact for strategic and at-risk accounts
• Traveled extensively to potential and current customers
• Participated as a key team member for Oracle enterprise software implementation
• Upgraded contact center technologies
• Re-organized department to a dedicated sales and customer aligned account management strategy
• Developed and implemented key organizational service improvement processes
Owner, Luhman Consulting
1997 – 1998
Owner; boutique consulting firm. Sold and delivered contract client engagements specializing in customer care, supply chain strategy, operations development/improvement, and human resource management.
Manager, Customer Service and Sales Administration, Culligan Intl.
1996 – 1997
Challenge – Create and lead customer service and sales administration operations in a start-up.
Managed and integrated three Culligan Customer Service/Order Management departments; Culligan Consumer, UltraPure, and Everpure in Culligan’s start-up retail to consumer venture.
• Led forecasting and demand management processes
• Negotiated and approved all divisional sales & vendor contracts
• Developed and implemented all executive, sales, and operations reports and processes
• Developed partnership relationships with senior retail (vendor) buyers
• Merged three post-M&A customer service and order entry departments into one integrated operation
• Purchased and installed initial telecommunications and applications systems
• Implemented EDI
Prior Experience
Sunstar Americas (John O Butler Co)
Chicago Tribune
WTTW/Channel 11
ADP
Academic
NORTHWESTERN UNIVERSITY – Organizational Behavior/Business
CCSP – Certified Customer Service Professional
CPC – Certified Professional Coach
CNLPC – Certified Neurolinguistic Programming Coach
Boards
ITK – Execs in the Know Advisory Board Member
Affiliations
CXPA – Customer Experience Professionals Association
EITK – Execs In the Know (Executive Customer Experience Professionals)
BMA – Business Marketers Association
WFS – World Future Society
TED – Technology, Entertainment, Design
IAC – International Association of Coaches
Pro-Bono Work
Customer Experience, Customer Service, and Social Media Marketing Management Consulting
Sedona; Partner in the World Economy
Monty Wilson Adobe and Construction
Shared Lands
Sedona Red Rock Realty |
