Connective Technologies
Founder and Technology Strategy Consultant
Jul 2019 to Apr 2022, Aug 2024 to present
Designed and directed an AI build program that produced three platforms: SkilledOS, CareerPhases, and Connective CRM. AI agents write the code, a second AI reviews every change, and I approve every release.
For a SaaS client, quoting software, automation, and an approval engine shortened the sales cycle, which contributed to 35% revenue growth.
In client contact centers, CRM and phone integration cut average handle time by 30%, and dashboards cut escalations by 15%.
Ran an on-site operational assessment for a Newark community lender: interviewed 8 staff, mapped the loan process, and delivered findings and a phased roadmap.
Slalom
Senior Principal | Client Partner, Healthcare and Life Sciences
Apr 2022 to Aug 2024
Led teams of up to 25. Client satisfaction scored 97 out of 100.
98% of engagements renewed, with an average 10% increase in contract value at renewal.
Grew a life sciences account from under $1M to $5.5M in annual revenue.
Cut a pharma client's time to market by 30% by redesigning its delivery organization around product teams.
Cut testing time by 70% by bringing in test automation and training the client's staff to own it.
Led a $1.5M tooling strategy and roadmap engagement.
Cognizant
Salesforce Practice Director and Engagement Leader
Nov 2018 to Jul 2019
Owned the P&L for the Salesforce practice portfolio in insurance and healthcare, with 65 people.
Raised margins by 10 percentage points through vendor management.
Raised the Net Promoter Score by 40% (a relative increase) with a new client communication and feedback strategy.
Won 60% of proposals.
Conduent
Director of Technical Solutions, Healthcare Sector
Jan 2018 to May 2018
Oversaw technical delivery on client contracts worth $100M.
Cut patient onboarding time by 45% and cost per call by 15% with HIPAA-compliant CRM and phone systems.
Built a multi-year technology roadmap with C-suite clients.
Conduent
Director of IT Service Delivery
Sep 2015 to Jan 2018
Led 75 people.
Reduced call volume by 25%, raised agent productivity by 20%, and shortened wait times by 25% with self-service tools and workforce management improvements.
Presented technology capabilities and ROI in sales pursuits that won $75M in new business.
Strategic Service Group
Founder and Technology Strategy Consultant
Jan 2006 to Sep 2015
Designed KPI dashboards that clients used to manage customer journeys and retention.
Earlier
VP of Customer Service, NorVergence. Director of Operations, Transact Plus (a J.P. Morgan Chase company).
