Experience

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  Maximus

  • Towson, MD

  • Vice President, Customer Experience

    • Mar 2015 - Present
    • Towson, MD

    Leader of Analytics, Reporting, Training and Quality Assurance for a 10,000+ person multi-site contact center in support of the US Federal Government.

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  Saba

  • Baltimore, Maryland

  • Vice President, Client Success - Americas

    • Apr 2004 - Jan 2015
    • Baltimore, Maryland

    Responsible for delivery of Saba Professional Services to both existing and new customers in the Americas.

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  Lockheed Martin

  • Rockville, Maryland

  • Senior Program Manager

    • Sep 2006 - Sep 2007
    • Rockville, Maryland

    Primarily worked on Federal Trade Commission (FTC) Contact Center contracts - managing operations in Indianapolis, Albuquerque and Rockville. Also involved in LMCO's USCIS operations.

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  TTEC

  • Senior Operations Director

    • Mar 2000 - Apr 2004

    Worked in Denver, Morgantown WV, Baltimore and Barcelona Spain (expatriate). Managed Customer Relationship and Support operations in the US, Mexico, Canada, Argentina, Spain and UK.

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  Electronic Data Systems

  • Director of Operations, Business Planning Consultant, Quality Mgr, Systems Eng Mgr, Systems Eng.

    • Sep 1986 - Mar 2000

    Work locations included: Morristown/Bedminster NJ, Raleigh NC, Rome Italy (expatriate), Johannesburg South Africa (expatriate). 1994-2000 focused on global Customer Relationship Management and Customer Support. 1986-1993 focused on information systems design, development, improvement and management.