Process Design / Process Improvement

• Led the standardization initiative for a national call center, providing continuous support and coaching that resulted in improved process flow, reduced customer write-offs and increased sales closure rate.

• Developed a new electronic grant application scoring tool that significantly reduced the time and manual work needed to complete an assignment.

• Implemented state-of-the-art online project management solution for marketing, branding and design firm and a movie and video production company. 

• Implemented a new telecom system linking six call centers with over 100 employees to maximize efficiencies, resulting in a significant improvement in call-to-buy ratios and call abandon rates.

• Led several process redesign teams to help a company achieve substantial improvements in customer and employee satisfaction, achieving high performance scores in integrating diversity, coaching and development.

• Developed a lead referral tracking database to support sales efforts in generating new business for a national organization targeting small businesses.

• Led the effort to integrate Six Sigma process improvement practices throughout a business unit of a national organization.

Program Planning & Development

• Developed and implemented a successful board member recruitment, selection and orientation plan for a large not-for-profit organization seeking to diversify and retain a highly skilled board.

• Designed niche sales, marketing and training materials to support a company's efforts to target specific audiences.

• Led a cross-functional team of representatives from diverse business departments - from customer service to technology - in the successful development of a new business strategy that transformed an "offline" business to an "online" business.

• Developed a comprehensive reporting and tracking performance database that enabled a business to implement more effective goals that were customized to support a new strategic plan.

• Designed and implemented a competency-based interviewing, recruitment and selection process for a newly-formed commissioned sales representative program.

• Successfully beta-tested a travel counselor internship program to augment recruitment efforts and address a shortage of talent.

• Spearheaded the successful launch of a new industry-exclusive airline, car and hotel discount program for over 4,000 small accounts throughout the client services and service delivery operations, resulting in meeting and exceeding all participating vendor market share targets.

• Created a valuable profitability module that analyzed and ensured the profitability of a team of commissioned sales representatives.

• Managed a company's corporate sponsorship of a charity walk, including the recruitment of the largest number of company volunteers for the event. Identified a "win-win" opportunity that brought together numerous businesses and a community service center by securing the necessary sponsorship and funding to bring a national photographic exhibit to the local community.

• Strengthened a company's commitment to the community and enhanced its business reputation by coordinating the sponsorship of over 20 fundraising events that brought in thousands of dollars for various not-for-profit organizations.

• Managed the relationship between a travel service provider and the BOSTON-NEW YORK AIDS RIDE, including developing and managing the travel program for over 2,000 riders.