What are you currently working on?
I consult with our clients to develop more effective studies, provide actionable insights and, ultimately, a blueprint for linking their “Voice of the Customer (and Employee)” insights with operational metrics and business results.
What were you doing prior to joining Maritz Research?
Prior to joining Maritz Research, I served as a Senior Vice President, Division Executive for Washington Mutual (now JP Morgan Chase) for the Service Excellence Division. I was responsible for the implementation, measurement, training, and continuous improvement of the enterprise-wide “Voice of the Customer” program. I also supported the development across the Bank of a culture in which individuals and teams consistently set their success criteria based on assuring the customer’s highest levels of satisfaction & loyalty within acceptable cost levels. Prior to that, I consulted and worked in Financial Services, Healthcare, eBusiness and Direct Marketing industries both domestically and internationally. My assignments primarily focused on strategy, business plan development and implementation; back office operations and new product and business expansion. I have worked with most major Financial Institutions, SONY Corporation and BlueCross/Blue Shield, in addition to Fortune 500, Internet, and start-up companies.
What do you like about working at Maritz Research?
I truly enjoy leveraging my vast client-side experience and perspectives into every initiative - combining my hands-on, real-world practical experience with Maritz services and solutions to support customer experience management. It has been a pleasure working with our clients to understand their (and their customers’) needs to deliver quantifiable results.