Experience

Blu Pagoda LLC

• United States
• Business Consulting and Services
• 1 - 100 Employee

• Senior Project Manager / Consultant

  • Oct 2021 - Present

  Lead a complex, multi-track data conversion project for a top financial institution.



Eagle Endoscopic, Inc.

• Chief Executive Officer

  • 2017 - Present

  Lead and grow a successful international medical supply sales company, ensuring sales, operations and service levels are achieved and consistently exceed expectations.



PHH Mortgage

• United States
• Financial Services
• 700 & Above Employee

• Project Manager, Lean Six Sigma

  • 2015 - 2016

  Led executive level improvement projects related to the mortgage process.



Black Diamond - a division of Advent Software

• Director, Client Support and Training

  • 2011 - 2014

  Actively participated as a key contributor to the operational leadership of the organization, directing the education and support of clients related to the provision and use of web-based, outsourced portfolio management and reporting platform for financial advisors and wealth managers. • Created and actively managed a cross enterprise, client-focused delivery and support model resulting in a 22 point improvement in client satisfcation Net Promoter Score. • Led a team of 35 associates… Show more Actively participated as a key contributor to the operational leadership of the organization, directing the education and support of clients related to the provision and use of web-based, outsourced portfolio management and reporting platform for financial advisors and wealth managers. • Created and actively managed a cross enterprise, client-focused delivery and support model resulting in a 22 point improvement in client satisfcation Net Promoter Score. • Led a team of 35 associates providing relationship management, education and technical support to over 450 clients. • Managed the renewal, pricing and contract negotiation process for existing clients. • Maintained client retention rates of over 90% while growing client base by 34%. • Responsible for the implementation and leadership of a training department accountable for all internal and external documentation and education. • Oversaw definition and management of internal processes and procedures for new products. • Directed the product usage and engagement strategy for new and existing clients, encompassing training, support and product adoption. Show less



FSV Payment Systems

• United States
• Financial Services
• 1 - 100 Employee

• Senior Vice President, Client and Customer Support

  • 2006 - 2010

  Served as a key member of the company’s executive team leading the operations of this high volume, transaction processing company that delivered all aspects of prepaid card processing for corporate payroll, state benefits, rebate, retail and gift programs. • Established the customer service function for FSV and grew Call Center revenue by 265% annually. • Transitioned operations from Houston, TX to Jacksonville, FL in response to strategic plans for relocation of company operations… Show more Served as a key member of the company’s executive team leading the operations of this high volume, transaction processing company that delivered all aspects of prepaid card processing for corporate payroll, state benefits, rebate, retail and gift programs. • Established the customer service function for FSV and grew Call Center revenue by 265% annually. • Transitioned operations from Houston, TX to Jacksonville, FL in response to strategic plans for relocation of company operations to the east coast of Florida. • Grew call center to support nearly 200% increase in volume, while reducing call handling costs per minute by nearly 30%. • Led all aspects of agent and technology based customer support, including more than 200 call center representatives located onshore and offshore. • Oversaw team of 7 responsible for managing client relationships. • Designed and delivered a strong customer relationship management strategy, providing advocacy and responsiveness to client needs, increasing business participation and maintaining profitability goals for FSV. • Demonstrated ability to maintain external client focus while improving internal processes, resulting in 27% growth in number of clients supported while maintaining client relationship team size. • Served as a key member of all company sales efforts, illustrating client support and call center operations as industry differentiators as the company experiences significant growth in revenue. Show less



CitiStreet

• Financial Services
• 100 - 200 Employee

• AVP, Customer Service

  • 1996 - 2006

  Led team of 7 managers, 2 project managers, and more than 100 associates providing human resources and employee benefits administration services to Fortune 100 clients. • Directed all aspects of hiring, compensation, performance management, and corrective action/termination for more than 100 employees. • Oversaw employee recognition and quality programs for the entire call center operation. • Served as a key member of the sales team for prospective client site visits during the… Show more Led team of 7 managers, 2 project managers, and more than 100 associates providing human resources and employee benefits administration services to Fortune 100 clients. • Directed all aspects of hiring, compensation, performance management, and corrective action/termination for more than 100 employees. • Oversaw employee recognition and quality programs for the entire call center operation. • Served as a key member of the sales team for prospective client site visits during the company’s significant growth. • Earned Six Sigma Black Belt and led teams in company-wide improvement initiatives, resulting in $750k savings over three years.

• Project Director

  • 1996 - 2006

  Selected by Executive Team to lead the design and implementation of a new servicing vertical for the organization. • Served in a key sales role to sell project to a Fortune 50 client who engaged CitiStreet in a 5-year, multi million dollar contract to deliver this new offering. • Built a call center of 34 people to support over 300,000 calls annually for all aspects of the client’s employee relations, benefits, and human resources activities on an outsourced basis. • Formulated the… Show more Selected by Executive Team to lead the design and implementation of a new servicing vertical for the organization. • Served in a key sales role to sell project to a Fortune 50 client who engaged CitiStreet in a 5-year, multi million dollar contract to deliver this new offering. • Built a call center of 34 people to support over 300,000 calls annually for all aspects of the client’s employee relations, benefits, and human resources activities on an outsourced basis. • Formulated the model for handling complex issues via a combination of user-friendly self-service and Customer Service Representative provided assistance. • Designed and implemented case management and knowledge management tools utilized by CitiStreet, client and client employees.