INDEPENDENT CONSULTANT • Litchfield, CT | 1.5 Years
Project Management, Property Management, Rental Management, Event Management, Financial oversight of independent LLC.

SIRVA WORLDWIDE, INC. • Oakbrook Terrace, IL (Remote) | 7 Years
Vice President Operations
Directed 5 operational teams of 24 with global representation. Managed all elements of delivery/execution and identifying opportunities to optimize workflows, automate processes, and enhance the customer experience. Created forward-thinking strategic vision and business objectives for each organization, guiding and motivating teams and aligning individual and organizational objectives with larger business goals. Built dashboards to evaluate processes, promote optimization of team member performance, assess benefit realization of strategies, and leverage data and analytics for communications with critical influencers and senior stakeholders. Directed Change Management Office, Change Management strategies, and corporate customer sentiment process, leveraging technology to enhance the customer experience through feedback timeliness, closed-loop actions, and defect analysis, which fueled customer experience improvements.
• Influenced leadership engagement and support of change management strategy that reduced employee change resistance and fostered improved acceptance, understanding, and buy-in to the future vision and opportunities by formulating and executing a comprehensive change management plan that drove an enterprise-wide business transformation for Sirva Worldwide.
• Improved project and program management, resource allocation, and automated Total Quality Management lead generation process and tracking by identifying and implementing Workfront Work and Project Management software.
• Designed and executed a comprehensive communication strategy for enterprise-wide business transformation, navigating and influencing key cross-functional global stakeholders, resulting in uniform messaging of customer experience enhancements, a clear articulation of the business value proposition, and improved employee engagement.
• Improved collaboration, operational efficiency, and communication while instigating a reduction in sales cycle duration by optimizing workflows and leveraging supporting technology, spearheading the redesign and implementation of Salesforce, and integrating account teams into the platform to create a centralized source for client and prospect information.
• Elevated external market perception by championing the identification, funding, and leadership of a brand redesign, overseeing all design elements, new market image/tagline, and revitalization of website and social media platforms.

CARTUS • Danbury, CT | 25 Years
Vice President, Operations
Guided and inspired operational teams ranging from 2 to 220 individuals globally, directing all components of day-to-day operational delivery and customer experience strategy—including supporting technology, talent management/development, and global client relationships for a $126M client portfolio. Oversaw a supplier portfolio, spanning 7 business segments and 400+ outsourced suppliers. Accountable for departmental budgets and P&Ls, collaborating globally, horizontally, and vertically, securing buy-in to initiatives and future innovations.
• Demonstrated exceptional operational performance, strengthening client relationships, and building trust with Fortune 50 client business units, resulting in 2 consecutive business renewals of Cartus’ largest revenue client.
• Generated an additional $1.8M in revenue by innovating and introducing a new business model that exceeded client expectations while leading operations of largest revenue client and orchestrating global platform hiring in 4 months.
• Leveraged skills in operational delivery and operational performance management with a team of 130 professionals to meet targets and liquidate $5.9B in non-performing assets in a highly regulated industry as part of a new business start-up initiative.
• Through process engineering efforts, drove $1.2M in cost savings in 1-year, exceeding client score card goals across the board and retaining responsibility for operational strategy, customer experience, and team performance.
• Directed 4 companywide global Six Sigma projects that increased data integrity by 47% and reduced report variation by 64%, by implementing an Enterprise Datawarehouse, new Cognos reporting tool, and cleansing over 70,000 files.
• Spearheaded the development and execution of a global business continuity plan for major systems deployment rendering systems down for 10 days including a strategy to manage business activities during outage and seamless reintegration post outage.
• Attained 100% client retention and sustaining <1% customer impact during the “10-day systems down” deployment, earning recognition for the project through the Connecticut Quality Innovation Award.
• Effectively controlled department costs within 3% of PY despite a 24% increase in economic conditions
• Created 2 new products based on client needs which became a standard offering and the basis for future company revenue.
• Developed and implemented the 1st customer feedback loop which was later leveraged company wide.

----------------------EARLIER CAREER-------------------

CARTUS • Danbury, CT
Vice President, Global Operations, Fortune 50 Client
Vice President, Operations Eastern Region
Director, Client Applications Development
Director, Strategic Planning & Business Development
Director, Business Integration
Director, Merger Engagement
Director, Operations / Re-Invention Project
Director, Operations Alliance Services