Client Operations Consulting

About

Hi, my name is Keith and I am a recovering technologist.

I began my career as the first developer at a small start-up company. At the time, I did not know that this was the inception of a 24 year career focused on People.

During those 24 years and the 2 major acquisitions that defined them, I found myself building relationships and a wide range of skills that led to a highly team oriented and people focused career. At first, I just wanted to build cool programs, but now, I want to maximize the engagement, efficiency, and service quality of customer focused teams.

I must admit, programs were easier to work with. There was always a black and white cause for a bug or an inefficiency. In the Service Optimization business, that is rarely the case. But in creating high-functioning teams, there are tools, metrics, training, organization and leadership principles that can aid that process. These teams have high engagement, high retention, high service levels, low expense, and very satisfied customers.

I have learned a great deal from my mentors and the leaders around me, but I’ve also realized that I needed my own vision. I aspire to a leadership style called “Servant Leadership,” but ultimately, it really comes down to authenticity for me. If you are going to ask a group of people to follow you into battle, you have to be authentic and establish a foundation of trust.

Any leader can make changes that ‘feel good’ or have some sort of short-term impact. The hard part is building a team that is engaged, resilient, and trusting of both leadership and each other. A team that is optimized for change, resilient to stress, capable of solving problems on their own, able to anticipate customer needs, and care about both quality and their teammates is rare and a valuable differentiator. I like to teach my managers that “It is not what you can get out of your employees that matters, it is what you can pour into them.”

At this point in my career, I have the luxury of not needing a company to provide me a ladder to climb or a mentor to rely on. Instead, I am passionate about maximizing my impact, and creating an environment where careers thrive and clients become radically loyal. My reward is seeing companies and teams transformed. If you are struggling with scalability, cost management, team morale, employee retention, internationalization, quality, or client satisfaction, let's network. I used to be a technologist focused on programs, but now I help transform companies by applying a people first leadership style that focuses on sustainable, long-term results.