SUMMARY:
Versatile leader with comprehensive experience leading multi-site operations and businesses from startup to Fortune® 100 companies. ICMI Top 50 Global Thought Leader. History of improving productivity, sales, client/customer loyalty, experience and ratings while increasing employee engagement and retention as well as record profitability. Proven innovative – data driven – problem solver, adept at introducing new technologies and thought leadership, IT oversight, organizational effectiveness and implementing training programs to ensure cultural alignment and execution. Managed expense budgets over $200 million, revenue budgets over $500 million and led staff of 3,200 nationwide. Core focus areas have been on results, process [making it easier for customers to do business with an organization as well as make life better for employees], customer satisfaction, using technology to enhance CX and developing future leaders and staff to further their career and understand the “big picture”. Known for delivering exceptional results in all areas.
EXPERTISE IN:
► Strategic Planning
► Multi-site Global Operations Management
► Change Management
► Culture Change and Transformation
► $MM Profit & Loss Management
► Operations Leadership
► Customer Service, Sales, Support
► Employee Development and Core, Inspiring Leadership
► Information Technology
► Software Development
► CRM
► Telecom Stack + Chat/SMS/Dialer
► Workforce Management and Planning
► e-Commerce and SaaS
► Process Improvement and Root Cause Creation and Analysis
► Project and Program Management
► Customer and Employee Satisfaction + Engagement
► Social Media Management and Engagement
► Reporting and Analytics
► AI [Artificial Intelligence] and Machine Learning
► Customer 360 and Journey Mapping
PHILANTHROPIC WORK:
Founding Member – Austin Area Urban League
Board of Directors – Central Texas Public Library System
City Expert – Google
Advisory Board – Harvard Business Review
Executive Mentor – Everwise
Board of Directors – RC Rangers
Steering Committee – Austin Symphony
Regular Volunteer:
– Capital Area Food Bank
– Habitat for Humanities
– Austin Pets Alive
SENIOR LEVEL ROLES:
Director, Customer Care – North America/LATAM
– iRobot
Director, Global Strategy, Innovation and Design
– eBay
Head of Global WFM, Customer Facing Technology – Global Expansion and Strategy
– General Motors
Director, Customer Care Network
– Sears Holdings Corporation
Senior Director of Care
– Time Warner
Senior Technologist
– Dell Computer Corporation
Senior Manager
– Four Seasons Hotels and Resorts
“Uber-smart and helpful in all areas of customer experience and service. Peter knows how customers and agents think; he knows the tech; and he knows how to pull them all together. He has an uncanny understanding of what’s coming next, and he always seems to be 2-3 years ahead of trends and where the industry is.”
Top 100 Leadership Experts to Follow on Twitter
One of Peter’s Everwise proteges says: “Peter is sincerely invested in helping and he has the experience to do so. I couldn’t have asked for a better fit.
He’s helped me clarify my short- and long-term career strategies, as well as the steps I need to take to get there. In short, Peter’s advice has been monumental to me this year. I would almost call it life changing.”
President’s Award
– SHLD, Home Services
Top 100 Customer Success Influencers
– MindTouch
Peter is one of the most dedicated/customer centric leaders I have known. His passion for driving improvements in the customer experience is unmatched. He makes it a point to understand how his business processes impact our customers and holds everyone accountable to change. The fact that he is on top of the ranking for most social media platforms is not an accident. He gathers information that will assist him in his own development and serves as a mentor by providing links and information to assist others in becoming better leaders.
I worked for Peter at the time my career was coming to life and I have always felt that his guidance and confidence shaped me. Working for Peter gave me skills that seem all too rare in today’s landscape.
Working in other environments since, I came to understand how skillfully Peter kept the waters calm for his employees allowing us to focus on production and efficiency. If you get a chance to work for or with him, don’t pass it up.
ICMI Top 25 Global Thought Leaders
2015 – 2022
One of the biggest turning points in my leadership career was the day I met Peter, who was assigned as my mentor. Immediately he got to know me, helped me define my goals, and provided strategic advice that helped me think of my new team in new ways. He cheered me on at every step, walked with me through my stumbles, and provided strategic advice that I carry with me in everything I do. The model he laid out for me I am now using to grow my team is being followed by other teams at Salesforce, and I am now spreading Peter’s advice to others. Peter is one of the most effective leaders I have ever had the privilege to work with. He not only leads his own teams to tremendous success, but he does so with an encompassing kindness and courage that engenders trust and makes everyone around him want to be better. Having Peter as my mentor will always rank as one of the most impactful events of my career. May everyone encounter such a guide.
I worked for Peter for a number of years at Time Warner. I could not recommend a better mentor, manager and leader. He gives his people room to grow and lead while at the same time guiding and encouraging them. He has the rare combination of understanding technology, business and people and he is able to leverage the strengths of each.
North American Innovation Award
– Time Warner
Exemplary leadership during COVID-19 pandemic
Mark of Excellence Award
– General Motors