Situation: The role of Executive Director of the Americas is responsible for establishing organizational guidelines, benchmarks, metrics to ensure consistent service delivery in eight business units across the US, Canada and Latin America, the processes developed had to allow for flexible application and a sense of autonomy of the CEO volunteer leaders.  

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Solution: I facilitated Strategic Planning Sessions for the CEO volunteer leaders comprising the executive committees of the eight business units. Facilitation included agenda design to provide connection-trust-alignment-accomplishment partnership framework. I used a culturally adaptable Strategic Planning Playbook to ensure each business unit found their “fit” and enjoyed ownership of setting the strategic objectives and budget for the year.  By facilitating these executive sessions, it allowed my team to partner with the CEO volunteer leaders of their business unit and ensure their expertise provided value each year.

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Result:

• Metrics and attendance of annual business unit meetings improved, showing the value of the CEO volunteer leaders to the members and commitment to the success of the network. 

• Best practices from each business unit were shared across the US, Canada, and Latin America, improving the experience of over 300 CEO network groups. 

• Produced Board Meeting analysis report for the organization’s executive leadership, recommending innovations and improvements across 300+ CEO network groups.

Situation: As a pandemic began to impact the lives and businesses of over 30,000 CEOs in the organization, leadership realized a vital service opportunity, a Concierge experience for CEOs and their spouses.  The mission of Concierge is to be the global expert for all products and services of the organization.  The Concierge team provides world class service connecting CEOs to vital opportunities. 

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Solution: I developed the vision, mission, team structure, job descriptions for the Member Care department providing Concierge service. The mission of Concierge is to be the global expert for all products and services of the organization. The Concierge team provides world class service connecting CEOs to vital opportunities.  I partnered with marketing and technology teams to design and develop data analytics strategies to ensure service improvements and recommend service opportunities to leadership. I collaborated with product and technology teams to design and launch Concierge digital presence via phone, web, and mobile app.  I engaged training experts to apply process mapping to existing customer management software building workflows designed for optimal employee output.I incorporated stakeholder support via customer management software platform and onboarded subject matter experts across all business units in the organization.

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Result: 

• 20 global customer service specialists and managers were hired and onboarded in two months, providing 24 hour a day/five day a week global service to over 30,000 CEOs and their spouses.

• Managed over 35,000 customer requests between November 2021 and August 2022 with an average satisfaction rating of 4.2 out of 5.

• Customer inquiries were responses to within 24 hours and resolved within 72 hours.

• Processed annual membership renewal reaching record setting 95% member renewal for the organization.

Situation: The organization uses CEO volunteer leaders to develop policies and procedures ensuring the growth and vitality of the organization.  These CEO volunteer leaders use peer committees to focus on increasing the impact of products and services to the members. Each year, committees design a strategic plan that is accomplished via initiatives supported by SMART goals.

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Solution: I volunteered to project manage strategic initiatives and design SMART goals in areas I was interested in developing my expertise.  Typically, I managed up to three initiatives each year, providing quarterly metric updates and an analysis and recommendations report at the conclusion of the project.

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Result:

• I partnered with the Budget and Finance Director to streamline the annual funding allocation model designed to increase the member experience.  I allocated and tracked $15 million annual allocation budget.

• I collaborated with board members to reimagine and design annual leadership training event for 3,000+ CEOs around the world, including virtual and in-person programming. Our design received historically unanimous board approval.

• Our team merged two well-established volunteer board committees with seamless service to all board members and business units in four months.

Situation: The CEO and members witnessed a coming together and unprecedented collaboration effort among the management team during a global health crisis. To retain the best practices to be included in ongoing orientation and professional development programming, the CEO assembled a task force of leaders from departments across the
organization. Our mandate was to design and create a digital playbook and learning programming for future and current employees.

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Solution: I created the content for my assigned pillar, worked with web design team to create digital playbook and designed content for virtual all management team meeting.

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Result:

• I delivered a breakout session during the annual management team meeting, conducted virtually over a 2.5 day period, including interviews, case studies and Q + A session.

• The playbook was published to the global management teams and workshops were featured in the annual global management team meeting.