Newgen Software

Regional Sales Manager – Enterprise   2021–present

• Enterprise platform sales to Midwest US and Healthcare
• Fortune 2000

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Studio IQ LLC

Business Growth Consulting and Advisory  2020-present

Studio IQ is about enabling your business to succeed in turbulent times or during windows of opportunity. Advisory: marketing (strategy, campaigns, messaging, sites), solutions, digital adoption, and culture.

• Created Capability Quotient Assessment for business growth, effectiveness, and fixing pain points.
• Created Customer Value Matrix with customer experience vs job to be done chart.
• Assisting IT tech company to grow revenue with brand, marketing, solution mix, and messaging.
• Assist Health startup with marketing services, go to market advisory, video tech, and eLearning.
• Developed storyboard for patient experience eLearning videos.
• Assist national Career business with marketing and sales campaign support.
• Assist high tech startup with go to market advisory.
• Training on Diversity & Inclusion, organizational thinking, engagement, and leadership.

Author, Speaker  2014-2016

• New book: “Commercializing Consumer Engagement”. How to engage people to manage chronic diseases through ultra-personalization and data techniques.
• Speaker circuit discussing consumer centricity and digital patient engagement. Keynote speaker, chair, and panels at major industry conferences and private company events.
• Created the GOST model for strategic delivery and planning. (Goals, Objectives, Strategy, Tactics).
• Consultant: healthcare solutions for engagement, engagement platforms, customer experience.

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Appian Corporation 

Executive Advisor – Customer Success   2018–2020

• Strategic Advisor and executive sponsor: Assisted senior executives apply digital solutions on an aPaaS to Pharma and Finance and apply strategic ideas and concepts for growth.
• Workshops for business development and problem resolution at biotechs, pharma, providers, and payers. Problem resolution, architecture, requirements, design, and concept models.
• SME: aPaaS in technical and business to ensure success and extract value from use
• SME: Digital COE’s and Strategy, IoT, Bots, Solutions, Portals, Mobile, Solution Architecture.
• Solution architect: Sanofi AI/ML & IoT; Kaiser Permanente Digital COE and Digital solutions.
• Solution architect: IoT cold chain solution for Grifols and Sanofi (process, wireframes, tech).
• Program management and CRM for derailed projects at 2 distressed account.
• CRM: Focused on customer success and product adoption. Turnaround 2 large customers.
• Healthcare sales team support with campaigns, messaging, demos, solutions.

  Mentor for women employee program.

Senior Director – Enterprise Platform Sales  2016 – 2018

• Sold low code aPaaS cloud licenses $2.1 Mn and created new use cases for tech adoption and expansion at Sanofi.
• Successful trial in production for P2P application at Sanofi – 90,000 users.
• Email campaigns management through SalesForce.
• Turnaround customer – within 1 year, customer’s vendor satisfaction metrics moved from mostly RED to all GREEN – Sanofi.
• Expanded use from R&D into Business side at customer.
• Convinced Bristol-Myers Squibb to adopt a low code platform as a new core system.
• Solution architecture: Business, R&D, Core services and IT at Sanofi.
• New AI/ML and IoT apps to Sanofi for expanded uses in automation. 
• Led the Appian message shift from BPM to digital transformation for sales and marketing.
• Built sales tools and positioning decks for the sales team.

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Paragon Solutions – CGI

Healthcare Practice Lead  2013–2014 

• First call resolution (FCR) and CX workshop for Horizon Blue Cross call centers.
• Solution architect for consumer-centric retail health business models for healthcare payers.
• Program management for Humana customer centric initiatives.
• Strategic analysis on mobile for Horizon Blue.
• Built medication adherence mobile Proof of Concept for Merck.
• Email campaign management and lead gen.
• Numerous thought leader articles around customer experience.

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UnitedHealth Group

Vice President, Customer Experience and Engagement  2007–2012 

• Thriving Professional Services startup. Highest YOY revenue growth. pharma, payers, providers. Teams: BA, Design, Sales, Tech, Test, Project Mgmt., and eLearning.
• In PS, achieved a 4.85 out of 5 customer satisfaction rating over 5 years and highest profit margin.
• Managed eLearning team and provided iPad proposal app for UNH sales teams.
• Senior executive culture facilitator driving behavioral change to go from $100 Bn to $200 Bn revenue.
• Designed/built biometric engagement platform shown at CES 2012. Backed by CMO.
• Redesigned UHC broker, employer, and provider portals.
• New marketing strategy placing UHG in health/life apps and embed services into lifestyles.
• Executive advocate for customer centric initiatives.

Senior Director, Innovation Lab    2005–2007

• Business solution architect to C Suite for new offers, programs, and initiatives for market penetration. Requirements, tech integration, and PoCs. OpenGate initiative for C Suite enabling consumer market entry for health services.
• Solution architect for Exante CEO on the integrated smart card initiative using RFID/mag stripe.
• Solution architect for customer experience program to consolidate 150+ sites. Requirements and prototype.
• Program management, requirements, and design/deployment of customer portal myuhc.com with 5 Mn users.
• Program management for integrated card, OpenGate, RFID, and other healthcare initiatives.

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Studio IQ LLC

Intelligent Communications Services

General Manager   2001-2005

• Start up with Cold Fusion application development. Lucent telecom contracts. Requirements, design and build.
• Design and build automated Corporate Radio System for online corporate communications and training,
• Design, build, and host Online Survey Services.
• Design and build online ecommerce shopping system.
• Developed HR support applications for Lucent. Requirements, design, build, and test.

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Bell Labs – Lucent Technologies

Advanced Mobile Media Director, Wireless Data   1999-2001  

• Lead entry into new mobile internet data market for company. Solution architecture, requirements, design, PoCs, build, and launch.
• Go to market strategy with Mobile Media Platform (Voice Gateway) product. Built carrier-grade Voice Gateway, Mobile Media Platform, that integrated voice, ASR, TTS, alerting. Theory, solution architecture, requirements, design, build, test, and launch. Launched 2001. 
• Created Application Developer’s program to accelerate adoption of the Mobile Media Platform.
• Wireless sensor (IoT) concept models. Architecture and design.
• Invented new mobile app, AudioRunner™, personalized audio content delivery via voice. Pre-iTunes. Theory, architecture, concept model, design, and build.
• Managed $1 million Digital COE and incubator for rapid prototype creation.
• Sales team support and training for wireless and transmission BUs.

CIO, Wireless BU   1996-1999

• Created Mobile Internet Innovation Lab for a concept incubator, product accelerator.
• Transformed Wireless BUs to adopt digital methods and internet earning 900% ROI.
• New end user computing services supporting 50,000 employees.
• Solution architecture, requirements, design, build, and operations for largest intranet site for company.
• Corporate content consolidation while extending company wide access saving 10’s of thousands.
• Created Lucent Web Radio: 24×7 automated corporate communications and training.
• Elected to Leadership Development Program – the top 1%. Elected to officer pool.

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AT&T

Head of Product Marketing, Wireless BU

• Managed the global $3-4 billion wireless product portfolio.
• Strategy, emerging tech products, customer requirements/VOC, customer success/CSAT
• Changed from tech to market driven products – increased market share 10% to 50% market share.
• Go to market with new digital tech for dominant market position against competition.
• Support global sales team with business development, training, sales tools, and marcom for products using Digital tech.

Senior Sales Field Marketing Manager, Wireless BU

• Created and negotiated two mega deals worth $214 Mn with NYNEX Mobile and SNET.
• Directed and funded AT&T/NYNEX $2 Mn joint marketing campaign (reliability) to protect against digital threat.
• Directed customer needs and requirements for growth
• CSAT and CRM for senior customer executives
• Elected to Leadership Development Program – top 1% of work force. Elected to officer pool.

Global Sales Executive, VAR Manager

• $4 Mn international cable sales to EMEA governments. $3 Mn transmission, $5 Mn switching sales to carriers.
• VAR program growth: zero to $100 Mn in annual sales. Sales support, programs, and marketing.

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Prior Job Roles

• Computer enterprise sales – NCR
• Application developer and System analyst – IBM Systems