Sales Customer Service

Executive Summary:

A highly experienced analytical and results driven Operations Executive who

has demonstrated the ability to lead diverse and decentralized teams in a

variety of highly competitive client service industries. Proven ability

to achieve company's goals through successful design and implementation of

client centric programs, focusing on staff development, and identifying

root cause deficiencies.

Professional experiences:

Advantage Human Resourcing, Inc 9/07 - Current

Director of Operations and Compliance- Bridgeport, CT 4/08 - Current

Responsible for operational strategic direction and developing compliance

processes. Lead a task force to evaluate business processes companywide to

streamline operations and ensure a model that is scalable and in line

with current revenue levels.

. Manage and supervise all operations for a $110 million decentralized

International Business.

. Liaise with client stakeholders and internal team leads to ensure

compliance with all contracts, state and federal labor laws.

. Support and management Middle and Back office functions including

Payroll, Billing, Collections, Accounts Payable, and Accounts

Receivable.

. Focusing on client satisfaction through analysis of feedback from such

clients as American Express, Standard Chartered Bank, Goldman Sachs,

Deutsche Bank, RH Donnelley, and Gartner Group, to determine root cause

of issues, design process improvements, and communicate matters to all

stakeholders.

. Oversee Advantage Compliance line of business ensuring state and federal

labor laws were adhered to.

. Emphasize on staff learning and development including soft skills

training, succession planning, and career path.

Director of Partnerships and Compliance- Bridgeport, CT 9/07 - 3/08

Developed Compliance program focused on achieving all client SLAs,

restructuring client contracts, and ensuring compliance to all industry

regulations and state and federal laws. Developed and lead company's Risk

Mitigation program.

. Acted as Operational Executive ensuring all client SLAs and contracts

were met through 360 evaluation process.

. Evaluated current supplier program, developed new process initiatives,

and facilitated implementation of new program. Program grew to over 300

suppliers in the Americas, yielding over $15 million in annualized

revenue.

. Managed Advantage Compliance line of business, developed new supplier

contracts, and oversaw all on-boarding and management of all Independent

Contactors.

Walker Systems Support 9/06 - 9/07

Director of Business Development - Farmington, CT 9/06 - 9/07

Restructured key internal processes including all aspects of sales and

marketing efforts. Created new strategic campaigns targeted at increasing

brand awareness and expanding Walker's service offerings. Coordinated and

oversaw all service deliverables including the rollout of a new service

offering.

. Implemented new sales account management and pipeline procedures turning

a 15% budget shortfall into a 5% budget surplus in four months.

. Identified new branding campaigns leading to greater awareness of Walker

Systems Support and facilitated the creation of a community based seminar

series.

. Coordinated the rollout of new service offering from product conception

to implementation, including the development of service packages and

pricing models.

New Horizons Computer Learning Centers 7/96 - 8/06

General Manager - Hartford, CT 1/04-8/06

Responsible for full P&L and management of a turn around business.

Accomplished by re-structuring all Middle and Back office functions

resulting in a cost savings of 10% and re-engineering sales and marketing

departments resulting in a 15% profit margin.

. Exceeded operational objectives by focusing on developing leaders in the

organization and fostering a culture of coaching and staff development.

. Prepared and implemented budgets in excess of $6 million and managed

expenses to ensure maximum profitability.

. Developed strategic direction for Sales and Marketing, Operations,

Training, and Accounting to keep in line with industry and marketplace

trends.

Regional Director of Operations - New York, NY / Hartford, CT 11/02-1/04

Directed Middle office components for Northeast Region while managing a

staff of 11 direct reports and 107 total reports across multiple locations.

Created, monitored, and analyzed operational metrics to evaluate employee

performance versus regional, office, and departmental goals.

. Analyzed business practices of multiple locations and implemented

tactical and strategic initiatives to overcome shortfalls.

. Decreased overhead costs by reorganizing operational business units as

well as maintaining high quality of delivery.

. Orchestrated all product deliverables to clients across Northeast Region

while balancing customer needs and market trends.

General Manager - New York, NY 3/00-10/02

Promoted to lead largest location in North America consisting of more than

90 direct and indirect reports. Formulated strategic plans to ensure

consistent growth which lead to increased profitability and shareholder

equity. Achieved status of highest revenue mega market for New Horizons in

the United States by accelerating sales 25% and exceeding profit goals by

10% monthly. Established and monitored a new line of business which

resulted in a 20% increase in revenue. Implemented a new employee

retention and incentive program to further company loyalty, which resulted

in a decrease of employee turnover by 65%.

Assistant General Manager - New York, NY 6/99-3/00

Decreased headcount by 25% and maintained the same opportunity of

deliverables in the center by restructuring the Operations, Training,

Customer Service and IT departments. Engineered a new start-up business

unit which generated revenues of over $500,000 per month in less than a

year.

Director of Training / Corporate Trainer - New York, NY 7/96 -

6/99

Conceived and rolled out training programs for both external clients and

all employees. Promoted quickly from Corporate Trainer to Director of

Training due to great success of programs.

Education:

Boston University - Boston, Massachusetts

. Masters in Education

Washington University - St. Louis, Missouri

. Major in Psychology

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