Thinc-Performance Offerings

Improve your operational excellence. This includes topics such as coaching/teaching managers on how to think about their operation as a supply chain, how to scale an operation through mechanisms, knowing what metrics to review (input and output), how to tell the story of the business using the metrics, how to develop a global capacity plan, and identifying defects and delighters in the operation. I have led tech teams of up to 400 people and  have a strong background in applying tech solutions to operational and customer issues.

Increase customer obsession for any organization.  Customer delight comes from delivering the right solution to the right customer, at the right time, in a consistent and predictable manner.  This requires a combination of people, process and tech solutions, and I can help find the right balance in a cost effective and creative manner, based on the needs of your specific organization. As the VP of Customer Service Operations at Amazon, I was responsible for up to 50K agents (BPO and internal) over 110 customer service sites globally, and over $1B in annual spend.  During my tenure, Amazon was recognized as the #1 American Customer Service ecommerce provider from 2010 through 2017. Let’s work together to eliminate defects, reduce customer effort, identify delighters that suit your business needs.

Mentor individuals and teams to reach their top performance. I provide focus on operational excellence and diving deep into the details, coupled with thinking long term about the balance of cost, quality and wellness. I have a track record of helping individual performers with long term career planning and solving immediate, tactical work related issues. I work with individuals or teams to develop a strategy and immediate actions to improve overall performance and meet your specific business goals.  I take great personal satisfaction in helping individuals and teams improve their skills, advance their careers, and solve business problems.

Streamline HR processes and assist with interview programs, prep and recruiting. As the VP of HR Services at Amazon, I was responsible for 5K employees delivering 19 shared services - ranging from employee hotlines, payroll support, Leave and Disability, and Immigration. As a  former Amazon bar raiser, leader of the company bar raiser program, and owner of recruiting services, I am well positioned to assist with interview prep, as well as company wide interview programs.