PORTFOLIO
Contact Center Expertise
Explore the strategies, innovations, and achievements that I've leveraged to shape customer and employee experience, drive operational success, and foster sustainable growth:
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Foundational Principles
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Innovation & Community Leadership
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Case Studies
December 2024 - Present
Founder / Kyōdō Solutions
Founder & fractional leadership services - Kyōdō Solutions specializes exclusively on Contact Centers, a dynamic ecosystem where customer experience, employee engagement, and operational efficiency intersect.
July 2022 – December 2024
Senior Vice President / Intradiem
Led industry strategy and product innovation efforts to transform workforce management (WFM) practices across Fortune 500 contact centers, collaborating with clients to adopt AI-powered automation and achieve operational excellence.
January 2013 – July 2022
Vice President / MetLife
Transformed MetLife’s contact center operations into a world-class, JD Power-certified organization, leveraging innovation, automation, and shared service practices to enhance CX and operational efficiency through crossfunctional collaboration.
July 2010 – May 2014
Vice President / Comcast
Oversaw shared services for 60+ contact centers across internal and outsourced operations, serving over 300 million customer interactions annually. Led initiatives to enhance operational performance, streamline workflows, and reduce operational costs.
WORK EXPERIENCE
EDUCATION
Bachelor of Business Administration, Finance
University of Wisconsin - Milwaukee / 1985 - 1987
Undergraduate Studies, Physics
Purdue University / 1982 - 1985