Experience

4xi Global Consulting & Solutions
• United States
• Business Consulting and Services
• 1 - 100 Employee
• Strategic Partnership & Growth Lead

  • Feb 2022 - Present


Mycospray, Inc.

• Wellness and Fitness Services
• 1 - 100 Employee

• Founder and Chief Consultant

  • Jan 2013 - Feb 2022

  Provide consulting projects to customers. Research needs; create documentation, and provide customers with solutions for identified problems. Interview and hire workers to help disinfect large retail companies during Covid. Function as project manager for those projects. • Saved $250 - $500K in chiller replacement cost by correcting the blending mistake and providing instructions on how to undo the damage. • Generated $500K of additional revenue by creating a plan the client presented to their potential investors. Show less



SprayTraQ

• Director Of Operations

  • Sep 2009 - Jan 2013

  Oversaw budget of $500K. Managed technical infrastructure and created website content. Selected vendor for FDA-compliant mobile app development and oversaw the app's development. Created and documented processes and protocols. Developed and conducted training. • Reduced the cost of spray systems by 40% by negotiating with ESS for distributor pricing. • Cut the cost of the tracking system by $135K by consulting with an independent developer to build an app to do the tracking. Oversaw budget of $500K. Managed technical infrastructure and created website content. Selected vendor for FDA-compliant mobile app development and oversaw the app's development. Created and documented processes and protocols. Developed and conducted training. • Reduced the cost of spray systems by 40% by negotiating with ESS for distributor pricing. • Cut the cost of the tracking system by $135K by consulting with an independent developer to build an app to do the tracking.



Call Center Consulting

• Telecommunications

• Vice President, Customer Care Strategy

  • Jan 2006 - Jan 2009

  Consulted on projects and call center/customer care functions for existing and newly acquired customers. Met revenue targets, closed business deals, and acquired new customers. Conducted research, consultative interviews, and training sessions. Developed customer care strategies and wrote RFP's for new equipment purchases. Analyzed and documented customer care processes and methods. • Increased sales by 15% by conducting upsell training and implementing the principles learned. • Reduced call time to 20 seconds for 80% of the calls within 30 days through best of breed service training. • Increased AIDS project donations by 25% by distributing a pamphlet and conducting follow-up calls. Show less



Davis and Henderson

• United States
• Real Estate

• Call Center Operations Manager

  • Jan 2002 - Jan 2006

  Led a team of 35 - 40 staff and six supervisors handling 3,500 - 4,0000 customer calls, upselling, and processing orders. Managed a budget of $100K. Collaborated with supervisors to develop improved call handling and distribution that yielded improved quality and service levels while also increasing upsells. Reviewed data and performance metrics and adjusted accordingly. Tracked trends to drive strategic change. Created and conducted upsell training for teams to increase revenue. Secured better tools and equipment for the teams. Created events to increase staff satisfaction. • Increased sales by 25% by hiring additional agents, conducting/implementing upsell training, and 1-on-1 coaching sessions. Show less



Black Box

• United States
• Music
• 1 - 100 Employee

• Engagement Partner

  • Jan 1998 - Jan 2002

  * Led the Canadian Call Center and Strategic Consulting Group consisting of 18 developers and consultants serving Fortune 500 and Fortune 1000 clients * Promoted to Engagement Partner for mid-west USA and Canada, increasing consulting revenue by $500K and $2 million in hardware sales * Ran the office for on-going projects implementing Customer Relationship Management (CRM) products * Helped lead sales operations spanning business development, customer qualification, and pain point/solution discovery activities with customers * Delivered CRM business cases, change management policies, due diligence processes, and operational support policies * Developed and implemented call center strategies including IVR, quality monitoring, and CRM tools for clients Show less