interpretation and translation needs as well as multinational events with the consular community. Independent Consultant / Invisibleinch Consulting President December 2018 - Present (6 years) Greater Seattle Area As an experienced leader of global knowledge management businesses with significant strengths in the area of business process re-engineering and change management, I am able to provide services to a broad range of businesses with an international focus. This includes freelance translation and interpretation needs for Norwegian business. My experience in leading transformation projects that impact up to thousands of employees enables me to take on large and complex projects, often with a global nature. My approach includes using disciplined and rigorous change management procedures, such as the ADKAR solutions from Prosci. In addition I have significant experience in designing and implementing processes across multiple stakeholder groups. Microsoft Senior Director Business Program Management | Microsoft Customer Service and Support 2015 - November 2018 (3 years) Greater Seattle Area Responsible for leading multiple re-engineering program for Commercial global technical support business, shifting the operating model to a new customer focused structure. Managed a diverse global team of process and quality engineers and program managers to focus on support agent processes and tools, as well as process, policy, and procedure content and information. Business impacts included: • Led design of new operating model that drove a 20% increase in customer satisfaction, a 15% boost in time to solution, and increased through put of support cases by 15%, impacting 8,000 engineers. • Created agile model for the team’s work reducing delivery of team outputs from 90 to 30 days. Page 3 of 8