Professional Experience

Professional Experience

WFM Labs, Global / Remote (2023 – Present)

An open source community building the future of workforce management and inventing the next-generation approach to successfully operating contact centers.

Founder

• Established a grassroots community of professionals seeking to reinvent the next generation of WFM Practices
• Designed, built and deployed core infrastructure including:
  • Main website
  • Knowledge wiki
  • Community platform
• Building collaborative tools including Monte Carlo simulators, forecast accuracy models, and maturity assessments
• Leading initiatives to reimagine contact center operations through next-generation frameworks and thought leadership

Intradiem, Global / Remote (2022 – Present)

Intradiem is pioneering the use of AI solutions in contact centers to dramatically improve productivity, employee engagement and customer experience.

Senior Vice President – Strategy & Business Enablement

• Lead industry strategy and product innovation efforts to transform workforce management practices across Fortune 500 contact centers
• Leverage 20+ years operational experience to guide development of ML-based attrition prediction models and queuing automation solutions
• Spearhead design and execution of workforce maturity models assessing capacity planning, simulation, employee engagement, and risk management
• Partner with Fortune 500 clients including Allstate, Humana, Synchrony, and TD Bank to align automation solutions with operational challenges
• Author academic research including the Erlang-O paper addressing limitations in traditional workforce management models

MetLife, Bridgewater, NJ (2013 – 2022)

MetLife is among the largest global providers of insurance, annuities, and employee benefit programs, with 90 million customers in over 60 countries.

Vice President – Global Customer Solutions

• Transformed MetLife's contact center operations into a world-class, JD Power-certified organization through innovation, automation, and shared service practices
• Led global optimization of contact centers by developing standards across:
  • Workforce management (WFM)
  • Analytics and reporting
  • Risk management
  • Quality assurance
  • Learning & development
  • Technology platform management
• Launched the Resource Optimization Center (ROC), advancing MetLife's WFM maturity through:
  • Real-time automation integration
  • Optimized training and coaching
  • Improved employee development
  • 300% ROI achievement
• Secured and led $18 million in strategic reinvestments to re-engineer:
  • WFM operations
  • Business intelligence
  • Performance management
  • Telephony technology
• Achieved JD Power recognition for Best in Class WFM practices

Comcast Cable, Philadelphia, Pennsylvania (2007 – 2012)

The country's largest provider of cable services and one of the world's leading communications companies.

Vice President – National Contact Center Operations

• Oversaw shared services for 70 internal centers and 8 outsourced partners serving over 300 million customer interactions annually
• Managed $1.8B budget and 28,000 customer service agents
• Achieved $20 million in annual savings through national IVR platform consolidation
• Reduced third-party vendor costs by $15 million through IP agents and self-invoicing
• Deployed and managed four command centers staffed with 290 WFM professionals
• Developed strategic roadmap capturing $50 million in savings through workforce consolidation
• Designed and launched the Southern Division Resource Optimization Center (ROC)
• Established MediaWiki platform for WFM knowledge sharing:
  • 300 team members contributing
  • 2,700+ content pages
  • 750,000 page views

Cleartel Communications, Delray Beach, Florida (2003 – 2007)

A Competitive Local Exchange Carrier (CLEC) providing voice and data services nationally.

Vice President – Customer Service and Contact Center Operations

• Led integration of four CLEC acquisitions, consolidating offshore and onshore contact centers
• Achieved 40% reduction in live agent call volumes within prepaid product line
• Increased agent productivity by 20% annually through performance metrics program
• Reduced employee turnover by 35% through improved hiring practices
• Lowered mean time to repair (MTTR) by 20% through NOC redesign
• Managed 270 employees across contact centers, NOC, and billing operations

Genuity / GTE-Internetworking, Milwaukee, Wisconsin (1998 – 2003)

A top-tier Internet backbone provider offering high-speed Internet and networking services.

Director – Wholesale Sales

• Led team selling IP transit services globally using AS1 (Autonomous System 1) backbone
• Secured major international clients including BBC Online, Sunrise Communications, Teledanmark
• Managed wholesale of IP services across IP transit, remote access, VoIP, and ATM services
• Achieved President's Club Award for highest ratio of sales to operating costs

Data Plus, Manitowoc, Wisconsin (1993 – 1996)

A full-service firm providing computer network, technical support, and Internet solutions.

Account Manager

• Established first commercial ISP in Manitowoc and Sheboygan Counties
• Configured and managed core ISP infrastructure:
  • BSD OS
  • Sendmail
  • DNS Servers
  • Livingston Routers
• Led commercial network design and implementation
• Developed early e-commerce and web solutions