Professional Summary
Strategic digital leader with 20 years of success driving transformation across web, marketing, and customer experience. Proven ability to lead high-performing teams, deliver measurable growth, and align digital strategy with business goals.
Skills
Leadership & Staff Management
Building and guiding high-performing, cross-functional teams with a focus on growth, collaboration, and accountability.
Project & Program Management
Executing complex digital initiatives with precision, ensuring alignment, efficiency, and timely delivery.
Process Optimization
Streamlining operations and workflows to enhance scalability, reduce friction, and improve business outcomes.
Training & Performance Development
Creating learning frameworks and development plans that foster excellence and continuous improvement.
Digital Customer Experience (CX)
Designing seamless, self-serve experiences that improve satisfaction, retention, and digital adoption.
Web Accessibility (WCAG Compliance)
Implementing inclusive design standards to ensure compliance and accessibility for all users.
User Acceptance Testing (UAT)
Managing validation and QA processes to ensure readiness, usability, and user satisfaction.
Search Engine Optimization (SEO)
Enhancing visibility and organic performance through technical SEO, keyword strategy, and content optimization.
Technical Proficiencies
Digital Marketing & Social Media
(Facebook, Twitter, LinkedIn, Instagram, Google My Business, Google AdWords, Hootsuite, SEMRush, Yext, Youtube, Vimeo, Brightcove)
Web Development & Analytics
(WordPress, Drupal, HTML, CSS, JavaScript, YoastSEO, Google Analytics, Google Tag Manager, Oribi, Crazy Egg, MouseFlow, Workfront)
Communications, Reporting & Project Management
(Adobe Suite, Office 365, Google Suite, Constant Contact, HubSpot, Salesforce, SharePoint, Monday.com, JIRA, Tableau)
Professional Experience
Bentley Systems
As Director of the Global Web Experience at Bentley Systems, I spearheaded the complete rebuild of Bentley.com and a global digital transformation, driving $1M in annual savings, doubling SEO performance, and launching data-driven optimization strategies across 300+ product lines. Leading a 25-member team and overseeing 12+ global properties, I elevated user experience, streamlined operations, and delivered consistent revenue growth through innovation, governance, and cross-functional collaboration.
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Led the complete rebuild of Bentley.com, decommissioning vendor support, legacy servers, and standalone tools, while standardizing ADA compliance, improving user experience, boosting keyword rankings by 100%+, and delivering $1M in estimated annual cost savings.
Directed the launch of usability and A/B testing strategies across 300+ product lines, optimizing the customer journey and driving quarterly promotional campaigns that exceeded revenue targets by $500K+ every quarter since 2022.
Expanded and restructured the Bentley Web Team from 5 to 25 FTEs, creating four strategic pillars: Web Strategy, Web UX, Web Operations, and Web Optimization, resulting in improved governance, efficiency, and innovation.
Oversaw operations for 12+ global digital properties, including e-commerce platforms, ensuring consistent brand execution, technical performance, and revenue growth across multiple markets.
Streamlined workflows to handle 1,200+ stakeholder requests annually with improved prioritization and delivery speed, increasing stakeholder satisfaction and cross-functional alignment.
Maimonides Medical Center
As Director of Web & Digital Marketing at Maimonides Medical Center, I led a full-scale digital transformation, redesigning and migrating the hospital’s website, launching high-performing campaigns, and optimizing cross-channel strategies to drive measurable growth. Managing a $5M budget and cross-functional teams, I delivered cost savings, boosted user satisfaction, and positioned Maimonides as a regional leader in digital healthcare marketing.
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Led the full redesign and migration of the Maimonides website to an open-source CMS, delivering $250K+ in annual cost savings, improving user satisfaction by 1.7 stars, and boosting site health and performance by 30%.
Designed and executed the marketing and advertising strategy for the Virtual Urgent Care program, achieving #1 Google search ranking, surpassing regional competitors, and generating 5,000+ leads within the first 90 days.
Directed a $5M marketing budget to deliver integrated web, email, SMS, PPC, social, and brand campaigns, managing cross-functional teams and vendor partnerships to maximize ROI.
Improved team productivity by 50% and boosted operational efficiency by 25% through streamlined policies, procedures, cadence meetings, and adoption of new technologies.
Partnered with C-suite and service line leaders to define digital roadmaps, prioritize investments, and establish performance reporting, ensuring brand alignment for Maimonides Children’s Hospital and OBGYN.
National Grid
As Manager of Digital Marketing & Customer Delivery at National Grid, I led large-scale digital initiatives that improved customer satisfaction, expanded self-service capabilities, and delivered measurable operational efficiencies. Overseeing a $2M budget and an 18-member team, I launched high-impact platforms, including a redesigned content website and live chat service, driving engagement from millions of customers while reducing costs and enhancing service delivery.
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Led the development and launch of the National Grid US content website, serving 8M+ monthly visitors and improving net satisfaction scores by 20+ points.
Enhanced digital self-service capabilities, enabling $1.7B in annual payments, 1.5M paperless enrollments, and 650K outage reports.
Delivered customer service live chat, driving 40K+ online conversations, deflecting 27% of calls, and achieving 90% satisfaction within six months.
Directed a cross-functional team of 18 and managed a $2M annual budget to execute high-impact digital initiatives.
Improved operational efficiency through workflow process optimization and fostered a culture of integrity, collaboration, and innovation.
National Grid
Directed the full design, development, and launch of the new National Grid US Website, leading 50 FTEs and delivering on time and within budget, resulting in measurable gains in user experience and engagement.
Acted as subject matter expert across all project phases, executing 2,500+ user acceptance test cases to ensure flawless alignment with business requirements and quality standards.
Improved operational efficiency by redesigning policies, refining protocols, and standardizing project lifecycle processes, reducing delivery timelines, and improving team productivity.
Collaborated with the VP of Customer Experience and senior stakeholders to translate strategic business needs into functional design requirements, ensuring the platform met organizational goals.
Established clear performance standards and cross-team workflows that enhanced communication, accountability, and overall project delivery success.
National Grid
Developed and executed customer advocacy strategies for the Customer Organization, identifying key satisfaction drivers that expanded business opportunities and strengthened client relationships.
Analyzed customer data across multiple touchpoints to uncover process inefficiencies, isolate performance gaps, and recommend targeted improvements.
Designed comprehensive customer journey maps that visualized business interactions, enabling cross-functional teams to optimize the end-to-end customer experience.
Established streamlined workflow management processes, improving operational efficiency and service delivery.
Assessed customer needs to uncover untapped opportunities and introduced new system channels that enhanced functionality and user satisfaction.
National Grid
Led the design and execution of qualitative and quantitative marketing research initiatives, enabling internal stakeholders to make data-driven business decisions that improved customer satisfaction and retention.
Championed the integration of Net Promoter Score (NPS) methodology into all customer surveys, creating a standardized metric for measuring loyalty and service performance.
Managed and delivered eight recurring research programs monthly (five regulated, three non-regulated), ensuring compliance, accuracy, and timely delivery of insights.
Translated complex data into actionable strategies by developing interactive digital dashboards and executive scorecards, influencing senior leadership decisions.
Advanced organizational objectives by embedding research-driven insights into product design and functionality, enhancing user experience and market competitiveness.
National Grid
Directed the design, maintenance, and technical support of the Customer Organization Infonet Site, improving accessibility and information flow for a global user base.
Served as a strategic partner to the Executive Team and Officers, delivering high-level analytical insights that informed key business decisions.
Led a $37M Corporate Integration finance project, aligning cross-functional teams to deliver on time and within budget while ensuring compliance with corporate objectives.
Provided global leadership and expert-level support for SharePoint 2003/2007 platforms, driving adoption, streamlining collaboration, and reducing system downtime.
Represented the Customer Organization on the Communication & Change Management (CCM) Team, leading change initiatives that increased stakeholder engagement and minimized operational disruption.
National Grid
Partnered with PMO Directors to lead strategic budget planning, process optimization, and training initiatives, driving improved operational efficiency across multiple programs.
Co-developed and implemented standardized project management processes and status reporting frameworks, enhancing project transparency and decision-making at the executive level.
Delivered global training and user support for PSR and SDP systems, increasing adoption rates and improving organizational alignment within the PMO.
Assisted in overseeing a $13M annual software maintenance budget for 2007–2008, ensuring cost control and strategic allocation of resources.
Built cross-functional relationships with senior leadership and business unit managers, enabling alignment of PMO objectives with enterprise-wide priorities.
Jamaica Hospital
Delivered technical and system support for 100% of facility staff, ensuring smooth daily operations across all departments.
Resolved 95% of networking and software issues on first contact, reducing downtime and boosting productivity.
Assisted application support teams in administering, installing, and training on client/server hardware, software, and network systems for 200+ users.
Supported deployment and configuration of network infrastructure, improving system reliability by 20%.
Conducted hands-on training sessions that increased employee proficiency with core applications by 30%.