The stations of my professional career can be seen in this
Experience section – the summary of who I am and how I think about
my career, is below:
- I connect things: people, ideas, concepts, ecosystems, anything
and everything. - I listen a lot, I think a lot (a lot), I like people, I understand people.
- Because of this I connect with people – quickly.
It has been what has made my career a success.I have done many things in my career – there seems to be no rhyme or reason – in some ways that is true – but in reality, not so much.
My career has always been about the people. The people I have
worked with, the people I have reported to, the people I could and did hire, the clients I have served, simply put, People
MENDELSON ENTERPRISES, LLC | Las Vegas, NV
(2020–Present)
A boutique advisory firm specializing in engagements in the entertainment industry.
Managing Partner/CEO
- Supported movie studios/independent film producers on production/administrative aspects of film making. Clients included a premiere film and television production company and a feature film that was considered for Cannes Film Festival
- Operational Strategy: Advised on production strategy, including funding and distribution; liaised with investors and producers. During the development stage, served as Executive Producer and managed hiring, union and non-union employee oversight, location scouting, content writing and editing, budgeting, and compliance
- Consulting Services: Advise clients on entry into the US market; developing or improving their employee and customer experience; provide program management services for small to large programs/transformations; conduct Design Thinking sessions; have experience working across multiple industries
KPMG LLP | New York, NY (2018–20)
$29.8B multinational professional services network and Big Four accounting organization.
Director, Transformation Delivery Services Advisory Practice
- Manage full lifecycle of client engagements to develop transformational initiatives that drive revenues, cut costs, build efficiencies, and optimize the customer experience. Staff: up to 80 internal/external resources
- Business Process Optimization: Brought operational rigor, accuracy, and efficiency to time-sensitive deployment of $140M in Paycheck Protection Program (PPP) loans. (Top-5 retail bank)
- Directed and mentored project team ranked in the top 3 out of 20+ teams for quality and efficiency, consistently meeting and frequently exceeding project goals
- Interpreted complex and ambiguous workflows and government regulations and simplified data capture across systems. Developed and facilitated training for consultants and loan officers to transfer knowledge.
- Streamlined/scaled workflows and created an accountability matrix for processing 1,000+ loans per day
- M&A Integration: Directed nationwide socially distanced audit of multi-million-dollar equipment inventory to ensure proper company valuation. Introduced virtual audit process to monitor audit of
third-party vendor’s warehoused physical assets. Completed audit with largest inventory and shortest timeline ahead of schedule. (Fortune 500 telecom company) - Technology Modernization: Led analysis and created a business case to support technology transformation of statewide Medicaid and child welfare programs. Directed RFP process leading to the award of a $120M IT consulting, QA, and program management contract. (Federal government agency)
- Innovation: Partnered with KPMG innovation team to facilitate Design Thinking labs across audit work teams to improve processes and remain competitive in the marketplace. Introduced cross-functional/industry automation, organization redesign, improved workflows, and new KPIs
TELETECH | Englewood, CO (2015–16)
$1.6B customer experience company.
Principal, Customer Experience
Recruited by a previous supervisor at Genpact and only employee of that organization to be asked to join TeleTech. Charged with launching new global consulting practice during a period of unprecedented growth.
- Growth Strategy: Fueled 3x sales opportunity by leading integration of 5 acquisitions. Harmonized capabilities and processes, optimizing value proposition and positioning company consulting practice across existing global markets and in emerging markets in Central and South America
GENPACT | New York, NY (2014–15)
$3.5B professional services firm and business process outsourcer spun-off from GE in 2005.
Assistant Vice President, Customer Experience
- Partnered with clients across 9 verticals to optimize business processes and improve the bottom line while increasing customer satisfaction. Managed engagements ranging from $5M to $100M+
- Brand Sentiment: Leveraged multi-channel optimization strategies and technologies to create stronger value propositions for clients, drive loyalty, and improve brand footprint
EY | New York, NY (2010–14)
$36.4B Big Four multinational professional services firm.
Senior Manager, Advisory Performance Improvement Practice
- Led global customer experience, performance optimization, change management, and cost containment initiatives across multiple industries, including financial services, healthcare, energy, and utilities.
- Digital Channel Strategy: Trimmed cost-to-serve while improving customer satisfaction by converging multiple operating company methodologies and technologies for web, mobile, email, text
messaging, IVR, outbound dialer, and social media channels. (leading regional utility company) - Customer Experience Roadmap: Created an assessment tool to model the impact of initiatives on customer satisfaction, performance indicators, cost, risk, and strategic fit based on industry and cross-industry best practices and VOC/VOE research. Aligned organization and governance practices with key performance indicator measured by J.D. Power and American Customer Satisfaction Index. (Fortune 500 energy Company)
- Customer Journey Mapping: Pivoted customer strategy from inside-out to outside-in approach to identify pain-points from a customer perspective. Developed multi-year roadmap and customized customer experience calculator to assess impact of 30+ current projects on customer experience. (major health insurance provider)
- System Implementation: Executed on-time delivery of quote-to-order system; synthesized/prioritized business requirements, translated to the development team, and achieved buy-in from stakeholders. (leading payroll provider)
PRICEWATERHOUSECOOPERS | New York, NY (2007–09)
$42.4B Big Four multinational professional services firm.
Manager, Operations, People & Change Practice
- Led corporate transformation engagements specializing in entertainment, media, and hospitality clients.
- Global Expansion Assessment: Authored feasibility analysis and research guide to support client’s expansion of customer contact centers to service Chinese market. Assessed China’s political, regulatory, and economic landscape, human resources, environment, health, and infrastructure considerations. (global hotel chain)
- Call Center Optimization: Assessed operations and gaps; identified 6 pillars of customer satisfaction. Built roadmap, including communication plan, processes, and activity analysis. (global hotel
chain) - Culture Change: Transformed, standardized, and centralized client’s future state order and demand management policies and practices, introducing a customer-centric culture. (world’s largest
staffing firm) - Advertising & Distribution Model Analysis: Analyzed and developed point-of-view for a new television network advertising model, the digital distribution of major studio film releases to local theaters, and cost reduction and revenue growth opportunities. (major Spanish language television network)
CAPGEMINI | New York, NY (2000–07)
€14B multinational professional services firm.
Manager – Worked with President of Operator services to manage large-scale BPO and technology engagements
Prism Communication | New York, NY (1999–2000)
$1B investment into a national CLEC. (Competitive Local Exchange Carrier)
Project Manager – Developed new business processes for a $1B start-up company at the advent of CLECs
Verizon | New York, NY (1996–99)
Verizon Communications, Inc. is a holding company, which engages in the provision of communications, information, and entertainment products and services to consumers, businesses, and governmental agencies. It operates through the Verizon Consumer Group (Consumer) and Verizon Business Group (Business) segments.
Manager, Process and Improvement Manager, General Business Services – Identified opportunities for process improvement, reporting directly to senior management. Benchmarked performance, developed business case and budget for the redesign of 29 poor performing call centers.
Led interdepartmental team to set priorities and implement a radically new organizational structure. Mentored team members in the use of process and project management concepts and skills.
NetMedia/Jerusalem One | Jerusalem, Israel (1995–96)
Start-up Internet provider in Israel.
Managing Director of Sales / Marketing, Subscriber Services and Technical Support – Assessed marketplace, identified media approach, and led team responsible for new product development.
Yeshiva University | New York, NY(1988–95)
Yeshiva University is a private research university with four campuses in New York City.
Director of Admissions | New York, NY – Administered operations of admissions and recruitment functions. Increased student enrollment by 20% over three years. Represented the university for
recruitment functions in the United States, Canada, Europe and Israel.
Director of Israel Operations | Jerusalem, Israel – Oversaw Yeshiva University’s foreign student program in Israel with 26 affiliated institutions and served as liaison between university and government agencies.