Director, Regulatory Relations

• Oct 2021 - Present

Director, State Support

• Sep 2019 - Oct 2021

Director, Account Management, Quality, Reporting, Customer Satisfaction and Recovery

• Jul 2015 - Sep 2019

- Develop and maintain successful customer relationships at multiple levels within the clients US IT organization and the franchisee community. - Manage the Quality Program, Change Management, Reporting, Customer Satisfaction/Recovery and Problem Management teams (~70 people). Coach mentor and development personnel with direct and indirection reporting relationships to create a culture of accountability and ownership. - Manage Customer Satisfaction Program, inclusive of transactional surveys and Net Promoter methodologies. - Analyze operations, identifying areas in need of process improvement and introduce strategies that result in increased service delivery, improved quality and enhanced efficiency while minimizing expenses. - Develop and enhance business reporting processes focused on improving the customer experience while reducing operations costs. - Provide Project and Program Management on multiple strategic initiatives concurrently, on-time and at or under budget. Show less

Director, Account Management and Business Intelligence

• May 2010 - Jul 2015

- Create and maintain successful strategic customer relationships at multiple levels within the clients USIT organization. - Develop, implement and maintain Customer Satisfaction programs leveraging both transactional and Net Promoter methodologies. - Plan and manage monthly internal and quarterly external business reviews. - Lead and manage cross-functional teams in execution of day to day operations. - Develop and manage continuous improvement plans that focus on SLA achievement, customer satisfaction, performance and cost improvements. Show less

Program Director, Client Relations

• Jan 2006 - May 2010

Responsible for overall account satisfaction and quality program management adherence, including enterprise performance on service level agreements and key performance indicators. -Managed largest strategic client relationship at multiple levels within both corporate and franchisee accounts with focus on customer satisfaction and account growth. - Provided strategic direction on the development, implementation and prioritization of enhancement requests, defect resolution and configuration changes to existing hardware and software systems. - Identified system menu layout changes that reduced order time by 5%. - Identified system configuration changes that improved the call to order ratio by 8%. - Managed Quality Program. - Performed and managed on site Client Training during installation. Implemented remote customer training program that resulted in 16% cost saving on each installation. Show less

Director, Commercial Operations

• 2002 - 2006

Grew revenue for assigned accounts by 183% while increasing gross profit from 23% in 2003 to 31% in 2005. Managed seven client account P&L within +/- 2% allowable variance. Project Manager on corporate strategic initiatives as needed. Projects included; - Preparation and consolidation of all customer budgets. - Implementation of Miller Heiman Large Account Management Process (LAMP) across entire organization. This included training multiple teams, development of templates and implementation of account plans for all customers. - Implementation of ADP EZ-Labor time and attendance solution. Show less

Strategic Account Specialst

• 1999 - 2002

Responsible for managing critical and strategic Asian customer relationships. Worked directly with senior representatives from foreign national governments and managed contract. Led ISO 900 initiative from start to finish, resulting in certification after first audit within 8 months. Provided monthly financial reports with comparative business analysis for all initiatives. Developed process to track milestone progress against several multi-million dollar vendor contracts. Responsible for managing critical and strategic Asian customer relationships. Worked directly with senior representatives from foreign national governments and managed contract. Led ISO 900 initiative from start to finish, resulting in certification after first audit within 8 months. Provided monthly financial reports with comparative business analysis for all initiatives. Developed process to track milestone progress against several multi-million dollar vendor contracts.