Experience

Connections Education

• United States
• Education Administration Programs
• 100 - 200 Employee

• Assistant Director of School Programs

  • Jul 2016 - Present

  • Direct supervision of program management team.• Manage teams to include program manager and educational staffing, training and performance monitoring• Develop and implement operational policies, procedures and best practices for region and service levels• Conduct interim and end of program evaluations and continuous improvement planning• Manage a range of special projects.• Manage a portfolio of online and blended programs as the single point of accountability for the customers, including all program management and support • Manage relationships with all customers and stay current on programs’ policies, procedures and legislation, including specific special education procedures, testing, etc;• Understand program authorization, statement of work contracts, and where applicable, manage relationships with program authorizers; • Ensure high quality communication with customers, all school staff, students and families to include development and implementation of any necessary training;• Manage the implementation of the curriculum and school operation protocols;• Work with teaching staff to implement programs according to the statement of work, including providing interventions for students with low participation/ performance.• Assist staff with implementing any program changes and/or new software application introductions;• Interface with corporate departments and customers to provide support ensuring processes are in place for effective marketing efficient enrollment, placement, instruction, progress reporting of students, invoicing and accounting;• Conduct interim and end of program evaluations and continuous improvement planning;



Advanced Academics

• United States
• E-Learning Providers
• 1 - 100 Employee

• National Client Services Manager

  • Apr 2013 - Jul 2016

  • Coached, counseled, mentored, and led seven direct reports serving in the client services role on account management, program development, systems training, train the trainer, and data analytics. • Established and implemented subordinate performance goals to meet company revenue objectives and professional development goals.• Coordinated annual national client services conference, delivering professional development and interdepartmental training on education, curriculum, and information technology platforms to the client services team.• Trained direct reports in customer service delivery strategies, product demonstration presentations, and periodic account reviews designed to build and/or enhance customer relationships.• Developed comprehensive client services audit system to review client program performance and assess client service specialist knowledge. • Formulated strategic goals for client accounts in terms of student population growth, account management, client staff professional development, and data analysis.

• Client Services

  • Sep 2008 - Apr 2013

  • Managed customer accounts within the Pacific coast region; generating approximately $2.0M+ annually in revenues.• Created a 300-step implementation plan for independent study program development and management.• Worked with 60+ clients to plan, implement, and deploy customized online education solutions throughout California, Arizona, and Nevada.• Coordinated and met client project requirements between internal departments - Operations, Marketing, Student Services, Customer Support, and Education - and customers.• Defined and adhered to regular customer reporting schedules for up to 50 different programs at a time.• Led frequent client meetings focused on program development and performance; up to 100% travel throughout the Pacific coastal region.• Planned, coordinated, and delivered hands-on learning management system and user administration training periodically and as required to educators and administrators.• Provided advanced technical assistance to clientele and students for the online learning management system via email, phone, text, and on-site meetings.• Supported marketing activities such as brochure and banner development and distribution, and led parent information sessions for student recruitment. • Delivered over sixty on site product/service demonstrations to C-level executives and administrators. • Improved departmental processes such as the development and integration of a companywide client profile management system.• Wrote guidelines for product/service demonstration activities within the learning management system.• Developed data based analytical approach in assessing student and program performance using over 30 different measures.• Maintained an 80 to 100% contract renewal rate throughout employment tenure. • Served as an established intermediate user of Salesforce CRM to manage customer relationships.



MJ Cafe

• Business Partner/Manager

  • Feb 2003 - Dec 2004

  • Raised monthly sales by 50% directly through business to business marketing, employee sales training, diversifying menu selection, and developing customer feedback practices.• Reduced costs by over 25% through supply chain management, utility conservation programs, alternative marketing methods, payroll management, and flex scheduling.• Created/implemented policies and procedures to more efficiently structure company operations resulting in 100% improvement in employee performance, customer service delivery, and unannounced health department inspections.• Developed creative marketing techniques such as hosting weekly concerts by local music artists, selectively distributing “exceptional” student discount coupons at area public schools, and targeting specific businesses in the community to provide them with customized catering services. • Sponsored community programs such as the Special Olympics, and official school charities, functions, and sports activities.



SCN Mortgage

• Business Partner/Manager

  • Jan 2001 - Jan 2003

  • Raised monthly sales by 50% directly through business to business marketing, employee sales training, diversifying menu selection, and developing customer feedback practices.• Established an 80% repeat customer base by sustaining a 0% error rate and providing value adds such as flexible meeting options and consumer education.• Led the industry by being one of the first companies to accept email delivery of mortgage documents cutting client shipping requirements by 100%.• Skilled in diplomatic resolution / negotiation of client concerns which reduced company costs by over 25% through the elimination of additional travel, printing, and labor expenses.• Tripled the volume of existing customers by prospecting for new clientele via consumer referrals, cold calling, marketing, professional associations, and business to business sales presentations.• Constructed a comprehensive company business plan detailing mortgage operations throughout Southern California using regional business news, government housing reports, and mortgage company association research.



US Navy

• United States
• Armed Forces
• 700 & Above Employee

• Training Officer

  • Aug 1999 - Oct 2000

• Instructor/Trainer

  • Feb 1986 - Oct 2000

  • Coordinated the training and qualifications schedules of 250 naval engineering department personnel.• Developed engineering curriculum for advanced departmental training and professional development.• Wrote and revised aircraft carrier engineering department policies and directives.• Conducted train-the-trainer via individual counseling and group presentations. • Administered over 1,000 student records through the development and manipulation of a Microsoft Access database.• Serviced five major flight training squadrons, coordinating the collateral training for 600 plus flight students. • Reduced training time delays by 20% using the Access database to evaluate training pipeline inefficiencies and increase accountability. • Counseled, mentored, and trained over 300 young Navy and Marine officer candidates/midshipmen in the areas of military discipline, college academics, naval customs, and proper etiquette. • Lead military instructor for a 16-week periscope electronics maintenance course – 2 year tour in Pensacola, FL.• Homeschooled three children - researched and developed comprehensive curriculum using state and federal guidelines, internet educational sources, and group networking activities. • Counseled, tutored, graded, tested, coached and evaluated homeschool students to excel in all areas. Older son began attending college at age of 15; currently attending San Francisco State majoring in Astrophysics.

• Junior Officer US Navy

  • Feb 1986 - Oct 2000

  • Coordinated the daily logistical flights of personnel, VIPs, and heavy cargo as the Air Transfer Officer on a navy aircraft carrier.• Streamlined logistical accounting procedures, increased accuracy of passenger manifests, and created alternative scheduling options resulting in a 30% increase in use of aircraft space.• Counseled subordinate personnel in both personal and professional issues.• Created and maintained military public affairs website (HTML self-taught).• Edited weekly military newspaper; researched and authored articles, and conducted interviews.• Served as military spokesperson for conferences and public events.• Advanced from Battalion Squad Leader, to Company Commander, to Operations Officer while majoring in Political Science at Florida State University. • Organized the annual Junior ROTC Field Meet at Florida A&M University coordinating hotel accommodations, parking, transportation, field and classroom competitions, marching inspections, and award ceremonies for eight participating regional high schools.

• Flight School Student Control Officer

  • Dec 1998 - Aug 1999

• Assistant Public Affairs Officer

  • Aug 1997 - Dec 1998

• Officer Candidate ROTC

  • Jun 1995 - Aug 1997

• Military Instructor

  • Mar 1993 - Jun 1995

• Weather Calibration Technician/Supervisor

  • Sep 1987 - Mar 1990

• Electronics Technician Schools Student

  • Feb 1986 - Sep 1987



Radiological Controls

• RADIAC Calibration Technician

  • Mar 1990 - Mar 1993