Professional Skills Overview: Established Voice of the Customer leader developing and managing strategies that connect executives with customer leadership to drive loyalty, revenue growth, & long term market alignment. Success driven from unique blend of expertise & leadership in content development, facilitation, & process management of strategic engagement & learning initiatives. Expert in managing ambiguity & complex relationships/programs to achieve desired business results. Specialties include: Voice of the Customer (VOC) strategies, process/program methodology management, workshop facilitation, IT infrastructure outsourcing,
Professional Experience:
Global Client Loyalty Executive Engagement Director
Savvis Inc. •••••9/••••• – Present
• Responsible for C-level Voice of the Customer initiatives that lead to predictable & consistent revenue growth, loyalty, & solution/service alignment via Advisory Boards, C-Summits, Executive Sponsor programs.
• Created & manage the Global Client Advisory Boards (CAB). Responsibilities include: strategy, member selection/recruitment & sustainment, content, communication, insight2action process management. CAB members represent C- level/ decision maker clients from Fortune •••••; $••••• Million in monthly recurring revenue for Savvis. Direct program results include:
o Solution/Service Alignment: 2 Core solutions created, global market strategy refined, global key account program launched, consulting service practice area created; ••••• process/program improvement programs executed across departments (Services, Operations, ProServe, Marketing, Finance, Training, Sales, Process, Product, & HR )
o Member Participation for prospecting: Web/public quotes, national/regional press, case studies, joint whitepapers, speaking engagements, videos, reference & referrals
o Member Growth/Retention: •••••% contract renewal, •••••% revenue growth per act/yr, ••••• new client divisions penetrated;
• Recognized by Savvis executives as leader to engage represent C-level “top of mind” issues for product/service strategies, & conduit for direct access to client
• Managed 4 Council meetings per/yr: Strategy/execution, content, venue, entertainment, facilitation management, & communication
• Created & led VOC methodology to ensure all VOC insights are transformed into actionable initiatives across company. Created Client Sub committees engaging clients “between meetings” on insight to action solutions for validation & course correction.
• Personally facilitated pre/post strategy sessions with Savvis Senior Executives for strategy alignment & decision sessions on VOC action plan.
• Created & managed company wide, blended VOC accountability campaign evangelizing client centric culture within departments
Global Head of Sales Training, Enterprise Accounts
Savvis Inc. •••••9/••••• – 9/•••••
• Led the development, design, & implementation of a comprehensive centralized, blended sales & ProServe training curriculum. Planned & managed an annual $••••• million training budget with a focus on ROI, effectiveness, & cost savings
• Managed the ongoing development, delivery & implementation aspects of classroom, online, self-directed & informal learning programs. This includes: staff, project schedules, budget, vendor relations, internal stakeholder relations & logistics
• Built strong relationships with sales, executives, & key stakeholders to assess needs & deliver programs impacting bottom line
• Managed appropriate evaluation & reinforcement programs & materials related to performance, budget, processes, overall effectiveness & impact on team
• Awarded three quarterly ACE awards for outstanding contributions. Chosen by executive team to attend Sales “Presidents Club”for sales enablement;
• Consistently chosen to serve as key stakeholder on company key initiative programs for strategic thinking, collaboration skills, & Implementation expertise
Independent Contractor•••••
Arden Perreault Consulting•••••8/••••• – 9/•••••
• Provided various levels of training/learning consultation service including: strategy/curriculum refinement, content development, facilitation of trainings/workshops, coaching & Train the Trainer.
• Clients included & available for reference: Savvis, Inc, Sony, Teleglobe, Nextel Communications, Broadslate Networks, Technicolor
Director of Training – Data Solutions•••••
WinStar Communications•••••1/••••• – 8/•••••
• Managed team of designers & facilitators to implement the Data solutions sales & operation learning curriculum. Programs included skills, process, product, technology & process training. Managed an annual budget of $••••• Million for learning department
• Created ••••• day certification-training programs for all job functions in the data division. Managed outsourcing learning strategy & relationships with vendors
Sr. Manager Sales Development & Training •••••
Cable & Wireless/Americas •••••8/••••• – •••••/•••••
• Led the Sales Operations & Training department for local calling services.
• Developed compensation, incentive, promotions, contents, & training programs to support sales channel. Facilitated all training on product, process, & skills
• Collaborated with leaders to map corporate goals to learning curriculum; Developed & managed vendor relationship program
Sales Representative•••••8/••••• – 5/•••••
MCI/ICS
• Ranked number #1 sales person in company for ••••• consecutive months; promoted to Player/Coach, promoted to Sales Training Manager
Education
Pennsylvania State University
• Speech Communications, BA
• Organizational Development, BA
