Summary
Operations leader with 10+ years of experience, progressing from individual contributor to managing 25+ direct reports across technical support, sales, B2B sales, and customer service. Proven track record of building structure in complex environments, driving operational efficiency, and developing high-performing teams. Expert at translating strategy into execution.
Key Competencies
Previous Missions
NKT
Led the development of two new systems for handling logistics at NKT Cables. Managed project progress, kept stakeholders informed, and ensured timelines were met. Acted as the bridge between business and technology, translating business requirements into technical specifications to ensure system functionality aligned with operational processes.
Challenges:
- Aligning technical system requirements with existing business processes
- Coordinating multiple stakeholders across business and IT
Key Deliverables:
- Two new logistics management systems
- Stakeholder communication and progress reporting
- Business requirements documentation and technical translation
Impact: Delivered systems that streamlined logistics operations and improved alignment between business processes and technical solutions.
Apple
Managed a team of 25+ direct reports including 6 team leads. Unified a fragmented leadership team and built a structured coaching culture across all departments.
Challenges:
- Unifying fragmented leadership across multiple departments
- Establishing consistent performance standards
Key Deliverables:
- Standardized assessment criteria and calibration processes across all departments
- Performance management framework through peer managers
- Structured coaching culture with dedicated daily coaching hours
Impact: Drove 25% improvement in employee satisfaction through consistent leadership practices and coaching culture.
Apple
Led sales operations with focus on customer experience improvement and cross-functional alignment. Collaborated with EMEIA leadership and UK mentors to share best practices across markets.
Challenges:
- Breaking down silos between sales and support teams
- Reducing customer wait times and escalations
Key Deliverables:
- Systematic customer follow-up process converting detractors to promoters
- Process optimization reducing wait times and escalations
- Workflow improvements for service turnaround
- Common working methods across sales and support teams
Impact: Converted 67% of detractors to promoters. Reduced customer wait times by 75%, escalations by 40%, and service turnaround time by 35%.