Hi, I’m Leo!

Commercial Excellence Strategist

Chief Problem Solver

Business Transformation Maestro

Customer Delight Officer

Visionary Adventurer & Growth Guru

Strategic Partnerships Maven

Change Management Champion

Mastermind of Storytelling

Data Dreamweaver & Insights Alchemist

Visualization Virtuoso

Global Operations & Efficiency Accelerator

Workshop Innovator & Engagement Maverick

Diversity & Inclusion Advocate

Mr. End-to-End Catalyst

With 6 years of experience in corporate consulting with Ernst & Young and a proven track record of success partnering with more than 20+ Fortune 500 enterprises valued between $20B and $300B, Leo has built a distinguished career for himself underscored by his commitment to forging strong client relationships and producing high-quality deliverables.

His reputation of excellence and resilience has afforded him the privilege of collaborating with diverse industry leaders and influencers from around the world on high-stakes, multi-million-dollar transformation programs, managing a wide-spectrum of roles and responsibilities underpinned by a common intrinsic goal: delivering exceptionable data-driven solutions that drive business outcomes. Leo’s ability to navigate complex challenges and deliver measurable results set him apart as a leader in the field, fortifying his brand and making him a valuable asset to any Fortune 500 organization.

30+ Satisfied Clients & Counting

Advertising & Marketing   //   Consumer Product Goods   //   Media & Entertainment   //   Sales & Service   //   Technology

Expertise

What I Do

1/6

Process Optimization & Digital Transformation

Spearheaded end-to-end business process improvements across the lead-to-cash lifecycle for high-profile Fortune 500 organizations contracted for $1–5M. This involved leading discovery sessions across business units to understand and assess current state processes while designing a desired future state that would align cross-functional teams and implement departmental SLAs, standardize performed activities and stage gates throughout the end-to-end process, and streamline & automate information hand-off points between interdependent teams and systems (i.e. CRM, CPQ, CLM, CSM and ERP systems).

Select Project Outcomes

+35

%

Improvement in processes through automation & reduction of non-value-add activities

+27

%

Increase in operational efficiency through global process standardization & SLAs

+$4-6M

Annual cost savings potential from investing in & scaling digital capabilities

Digital Transformation Partner

+ $10M Contract Extension
+ Adapts to Diverse Leadership Styles
+ Thought-Provoking Deliverables

“Although Leo was brought onto the team to primarily focused on completing deliverables for the Customer Experience workstream, I found Leo to remain flexible in collaborating and consolidating information across the entire 9 workstream engagement. This engagement was highly complex and challenging, requiring the team to work long days and weekends. I always found Leo to be accommodating to ensure work products were completed on time, while meeting client/EY expectations. Leo was always willing to voice his opinion and share insights to minimize churn while also showing confidence in engaging and challenging leadership to ensure deliverables were completed with a high level of accuracy and thoughtfulness.

Leo was also someone the team approached when situations became stressful. Leo's ability to remain enthusiastic and focused in completing multiple tasks helped the team navigate through the stress. I commend Leo for his ability to complete varying tasks for a variety of senior managers on this engagement, having different styles and skill sets. Leo was highly proficient in completing any and all deliverables throughout the project. Leo would often assume responsibility for extremely complex cross-workstream deliverables that spanned the entirety of the engagement, while also maintaining focus on his key area of responsibility (Cx). Leo was always proactive in his approach, thoughtful in his follow up, and consistent in his delivery of highly successful thought-provoking deliverables which directly contributed to the overall project's success in meeting the client’s expectations. Leo's contributions have resulted in a highly successful set of work products that enabled EY to sign the next phase of work for $10M.”

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2/6

Strategic Planning & Organizational Growth

Drove the identification of high-impact strategic growth initiatives for prominent multi-national CPG and Media & Entertainment organizations by leveraging growth and innovation workshops to reimagine the Art Of the Possible. This was done by creating an immersive, interactive and dynamic collaborative space for clients to explore and test new ideas or even challenge the status-quo through hands-on experiences.

The creation of this space enabled identification of new business opportunities and growth potentials while also addressing them through the development of prioritized strategic roadmaps and immediate next steps to be able to quickly activate the organization for long-term organizational success and market leadership around areas such as global growth & go-to-market strategy, full-funnel marketing transformation strategy, portfolio management & product maturity, and operating model transformations.

Select Project Outcomes

+2-5

%

Market share expansion through an improved global go-to-market strategy

+40

%

Increase in customer loyalty / stickiness due to personalized brand experiences

+30

%

Elevation in marketing effectiveness via a robust omni-channel / cross-channel strategy

EY Global Marketing Sector Lead

+ Positive & Enthusiastic Demeanor
+ Agile & Adaptive Learner
+ Executive-Level Communication

“This was a very high-profile assignment for senior executives at an extremely important client that was going through a massive organization-wide transaction during the time of the engagement. Throughout it Leo had a very positive, enthusiastic attitude and was an exceptionally fast learner. Leo displays wonderful instincts around storytelling and design which truly differentiates him from his peer set. He is capable of engaging with the highest levels of clients, and on this engagement, he had the opportunity to engage and collaborate with the Chief Growth Officer who reported directly to the CEO as well as with her direct reports who managed the organization’s Digital/Omnichannel/Marketing Excellence strategic initiatives. Leo has a wonderful outlook on engagements and works incredibly fast towards the goal while producing exceptional work. I encourage him to continue maintaining his high levels of output and speed at all times since he does set the bar high.”

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3/6

Customer Success & Experience Management

Implemented GainsightNXT as the CSM software for a large-scale transformation program across multiple business units and client products for a Fortune 500 SaaS organization undergoing a 3+ year transformation journey to modernize and expand their retention and experience management capabilities.

Oversaw a broad scope of responsibilities, such as managing on-shore / off-shore resources, assisting product owners with gathering and refining business requirements, conducting end-user research and user persona development to support user training and adoption, and configuring key Gainsight features (i.e. Automated CTAs and Playbooks, automated Journey Orchestrator Programs, Customer Health Scoring, and Customer Journey Maps & Success Plan templates). Despite not having formal training or expertise as a software developer prior, being able to quickly learn and adapt roles became critical during this experience to be able to support the team and fill an existing gap in resources to ensure we would be able to stand-up core technological functions and address 500+ business requirements by the initially pomised project delivery timeline.

Select Project Outcomes

+62

%

Efficiency gain for CSMs through automation & templatization of repeated activities

+45

%

Boost in customer engagement due to the use of personalized journey experiences

-18

%

Reduction in customer churn rates attributed to early & timely CSM service intervention

+20

pts

Elevation in NPS score due to overall increase in client satisfaction scores

Senior Gainsight Developer

+ Synergistic Leadership Style
+ Creative Solution Designs
+ Risk Management & Mitigation

“Leo has been an invaluable resource to the client and engagement team and as usual has gone above and beyond to successfully deliver and maintain our client relationships. He is highly communicative with both the client and the team and ensures everyone is informed about the progress being made on the project. This project has gone through several unexpected changes however Leo has consistently brought the team together and kept morale high through his positive attitude and his creative solution designs. He proactively calls out risks as they show up and often takes the necessary actions to mitigate them early. An example of this was for instance, during the early stage of the project, we had over 300+ business requirements and were struggling to find an additional Gainsight developer resource to support the team. With this, Leo stepped out of his more ‘typical’ managerial role and took it upon himself to learn the software to help configure and close out Jira tickets to ensure the team was able to meet our deadlines and milestones on time.”

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4/6

Business Intelligence & Change Impact

Led advanced data analysis and visualization efforts for senior executives at industry leading corporations across diverse market sectors to communicate opportunities to enhance business performance and drive the case-for-change.

This was accomplished by assessing the master data within the organization to validate data-hygiene parameters and management practices alongside understanding the centralized source of truth for key data points that are critical to performance tracking and reporting. The team was then able to begin deep-diving into the available data and conduct competitive research, and analysis of market trends and imperatives to understand what best-in-class standards are within the market sector alongside understanding the changing dynamics of consumer behaviors.

Having this 360-view allowed for a comprehensive and holistic understanding of the data to be able to identify actionable insights for data-driven decision-making and the development of a cohesive executive presentation leveraging storytelling and visual communication techniques. Following this, strategic plans and charters can be designed to address opportunities for growth or improvement alongside detailed change management strategies, roadmaps and transition plans to directly resolve the expected change impacts on the organization.

Select Project Outcomes

+55

%

Boost in decision-making efficiency via automated approval flows and next-best actions

+$1.2M

In new business growth due to speed-to-market / speed-to-contract in the first year

ICON

Implementation of data governance frameworks to drive confidence in quality and accuracy

Sales & Service
Consulting Sector Lead

+ Requested by Chief of Staff
+ Intensive Project Timeline
+ Persona-Driven Change Strategy

“Leo was brought back onto this engagement at the direct request of the Chief of Staff (who had a reputation for being difficult to deal with) to lead the design and implementation of  a change management program to support the client’s ongoing Salesforce Optimization initiative (Salesforce CRM and CP.) Leo had previously supported this client with their optimization efforts prior and then moved on to other engagements, however, was requested by name to return and lead the extension that was sold. It was a very time intensive 6-week engagement due to their upcoming go-live and Leo led the effort fairly autonomously working directly with the client to develop and execute persona driven communication strategies and training reference materials / videos. Leo was able to deliver the change strategy ahead of the client’s go-live and did a great job managing this difficult stakeholder and his expectations, even receiving a letter of appreciation from him at the end of the project. The client specifically called out his high quality set of work products and how he was incredibly helpful and proactive. This project overall was seen as the client’s largest and most complex IT initiatives they have ever done and it is seen as a complete success in no small part to Leo’s efforts.”

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5/6

Program Management & Agile Methodologies

Managed and directed complex workstreams within large-scale multi-year transformation programs for major global brands contracted for $20–35M.

Performed a variety of roles such as Workstream Manager, Project Manager, Change Manager, Quality Assurance Lead and SCRUM Master. Over the tenure of these roles, adhering to Agile practices and ceremonies ensured the team could streamline its ways-of-working, identify and resolve risks sooner rather than later, continuous communication and reflection, enhance cross-departmental stakeholder collaboration, and succinctly demonstrate iterative progress on feature development and technological capabilities to product delivery managers, owners and their senior leadership / project sponsors at the conclusion of every sprint and performance increment all in an effort to maintain timely completion of project milestones and guarantee transformation realization.

Select Project Outcomes

+25

%

Improvement in resource efficiency as a result of effective project and risk management

-8

%

Reduction in project delivery time through comprehensive success metrics and KPIs

ICON

Delivery of high-quality results with high stakeholder satisfaction and program success

Digital Transformation Senior Manager

+ $3.8M Contract Extension
+ Trusted Global Partner
+ Autonomous Work Ethic

“Since departing the engagement, Leo is still held in high regards and recognized as the anchor of our workstream by client stakeholders and colleagues alike. He was a vital team member in his role as SCRUM Master and Functional Lead / Delivery Manager overseeing a team of 9 onshore and offshore developers. In addition to his SCRUM duties Leo also conducted strategic demos which allowed us to achieve a major project milestone of development complete. Thanks to Leo's relentless efforts to address outstanding concerns from the client’s engineering and business leads we achieved delivering the MVP requirements on-time. His work quality received great feedback from our client leadership, and I'm always impressed with Leo's ability to go above and beyond to overdeliver in an effort to keep our client stakeholders satisfied with minimal oversight from me. He has 100% trust of me and other project leads to perform what is needed given the complexity of this project. Due to the quality of our work and the relationships we've built we've secured a $3.8M extension which speaks volume to the team that Leo has managed.

As we continue to grow and develop the account, Leo has offered to jump into a new process lead role that will be responsible for defining future state processes for the remaining business units and client product offerings that will transition into this program within the next 2 years. I am confident Leo will be able to manage this switch well and look forward to him leading the next phase of this project.”

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6/6

Client & Vendor Management

Cultivated stronger partner relationship management strategies across industry sectors for both clients and vendors through the optimization of the end-to-end RFP creation, response and delivery process. This was accomplished by assessing and making recommendations to improve the current RFP process, but also by going through the entire process with the client. This included assisting clients define the scope of the RFP, defining and documenting the vendor selection criteria, conducting vendor competitive analysis, and hosting interview / follow-up sessions with the vendors and their references.

Additionally, support has also been provided to SaaS vendors and Media Agency clients who were responding to RFPs (both as incumbents and new competitors) by assessing the current RFP and client management strategies and looking for opportunities to employ new and innovative approaches that would give the vendor a unique selling point to stand-out amongst the crowd. This often included conducting market research to analyze the latest market trends and competitor behaviors, conducting a voice of client / voice of employee analysis and finding ways to incorporate GenAI tools into the client engagement model to enable the vendor to better anticipate client needs and overdeliver through a veil of ‘customer obsession.’

Select Project Outcomes

-15

%

Reduction in vendor costs due to prioritization and reassessment of in-house capabilities

-10

%

Reduction in service delivery times from more effective contract and co-partnership terms

+32

%

Increase in client / contract retention and win rates for SaaS and Media Agency vendors

+6

pts

Elevation in NPS score due to overall increase in client satisfaction scores

Sales Strategy & Transformation Partner

+ Innovative Problem Solver
+ Supportive Team Player
+ Above & Beyond Expectations

“Leo was responsible for driving the External Trends Research workstream by himself for an RFP Process Optimization engagement. This was a specifically difficult topic as there was not a lot of easily available data to leverage. Despite that, Leo was able to pull together a very strong Point of View deck and was able to deliver it on-time. The RFP Process Optimization project was a high burn 5-week assessment that required the team to work long hours including some weekend work. The team delivered an impressive assessment document and Leo was instrumental in delivering that. Leo also stepped up in the week prior to our executive readout after being place on a new project to manage the multiple iterations being requested of the readout deck while balancing work for another client. The client acknowledged that EY exceeded their expectations and overdelivered on this engagement.”

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Hard Skills
Business Strategy & Vision Planning
Global Growth Strategy Development
Innovative Problem Solving
Strategic Relationship Management
Stakeholder & Partner Engagement
Customer-Centric Innovation
End-To-End Process Optimization
Market Research & Competitive Analysis
Data Analytics & Visualization
Social Listening
Customer Sentiment Analysis
Project Management
Change Management
Risk Management & Mitigation
Interactive Workshop Design & Facilitation
Soft Skills
Strategic Thinking & Storytelling
Agile & Adaptive Learning
Social Perceptiveness
Intercultural Competence
Growth Mindset & Art Of The Possible
Design Thinking
Inclusive Leadership & Design
Executive-Level Communication
Detail & Results-Oriented
Team Building & Collaboration
Coaching & Mentorship
Emotional Intelligence
Positive & Enthusiastic Demeanor
Jovial & Engaging Approach
Adaptive Leadership Style
Tools & Technologies
Gainsight (CSM)
SFDC / D365 (CRM)
Pros (CPQ)
Microsoft Suites
Google Suites
Adobe Suites
New Media
Tableau / PowerBI
10+ Project Management Tools: (i.e. Jira)
10+ Crowdsourcing Tools: (i.e. Qualtrics)
5+ Process Design Tools (i.e. LucidChart)
5+ Workshop Design Tools (i.e. Mural)
5+ Graphic Design Tools: (i.e. Canva)

Letters of Recommendation

Things Being Said About Me

Expanding Adobe’s Digital Capabilities for Customer Success

Contact

Thanks for visiting. <3 Leo