I am proud to lead an organization that specializes in individualized, customer-first consulting services to Government, Corporate, and nonprofit organizations. At our core, we leverage best practices learned over 25+ years of 'hands-on' experience to create/direct strategy, planning, and execution of an organization’s operational goals. We provide subject matter expertise in combination with emerging technologies, and traditional and innovative approaches. Our mission is to provide operational support and strategy that create non-biased, consistent, repeatable processes to foster your company's growth while scaling efficiently. Above all else, we are passionate about building meaningful, positive lifelong relationships with our employees and customers.NAICS Codes:541611 (Primary): Administrative Management And General Management Consulting Services 541612 : Human Resources Consulting Services 541613 : Marketing Consulting Services 541618 : Other Management Consulting Services 561110 : Office Administrative Services 611430 : Professional And Management Development Training 611710 : Educational Support Services UEI: YAEEPFCGK2Q4 CAGE Code:YAEEPFCGK2Q4

• Led the Sales and Service recruitment, hiring, training and mentorship of the Go-to-Market Organization (50+ team members), maintaining a 99% retention rate 1.5 years later• Successfully restructured revenue targets and revamped the headcount plan to maximize the efficiency of the existing workforce. This strategic initiative led to a significant improvement in daily performance, directly translating into surpassing Q1 targets by $2million, and positioning the company to exceed annual revenue goals.• Initiated the successful implementation of Salesforce as the organization’s CRM system, enabling real-time view of the sales pipeline for lead to closed/won. • Pioneered the development of comprehensive quantitative and qualitative metrics, guidelines, and standards, which have since become the official sales and service playbook used to deliver top-tier sales and service experiences. • Initiated and led the successful rollout of a company-wide annual review process. This streamlined approach enhanced performance evaluation and transparency fostering a culture of continuous improvement and accountability.

• Oversaw the School Operations budget process, actively contributing to product ideation, leading business case development, and securing executive approval for a multi-million-dollar budget• Pioneered a comprehensive bottoms ups evaluation, including headcount and role ratio assessments, resulting in a $7million reduction in annual operating costs. This achievement was realized by eliminating 25 high-level positions and strategically hiring talent aligned with the business’s specific requirements. • Collaborated with the President to launch Head of School Advisory Board, which supported over 20 schools on a national level. This initiative involved in-depth analysis of spending against risks and policy adoption for both direct hires and contractors. • Established the Board and Partner Relations organization, focusing on board risk mitigation. Implemented the Salesforce platform for real-time tracking, conducted corporate training, and initiated Quality Assurance (QA) surveys to proactively address opportunities. This led to a risk reduction of over 15% for key School Partners over a three-year period.• Served as point of contact for company escalations, ensuring timely and effective resolution of critical issues.

•• Renegotiated and secured new vendor contracts for the Support organization, optimizing cost-effectiveness and service quality.• Collaborated closely with business leaders to provide support for annual operations planning, vendor roadmap management, quarterly business reviews, and board meetings, ensuring alignment with organizational goals and strategies. • Managed a budget exceeding $20million, while providing support to a workforce of 1500+ employees and contractors. This budget supported both new and returning revenue streams. • Successfully launched an online technical support Knowledgebase utilized by both client-facing and internal employees, facilitating efficient problem solving and knowledge sharing. • Played a pivotal role in supporting multiple product launches from concept to implementation. • Implemented a new telephony platform, featuring instructional messages and virtual queues, which resulted in a reduction in repeat callers and transfers by over 15%. This initiative consistently exceeded First Call Resolution goals of 90%.• Led multiple employee-focused programs, including leadership training, a women empowering women Employee Resource Group, and the organization of company-wide community activities, fostering employee development and engagement.

•• Successfully launched an online ‘chat’ customer service organization for inbound sales and technical support teams. This initiative significantly reduced the time from enrollment to approval by up to 4 days and substantially improved the customer experience.• Led the transition of a ‘homegrown’ customer enrollment portal to Salesforce, spearheading the entire change management process. This transition included the establishment of an internal Program Management Office (PMO) to ensure seamless implementations and efficiency gains.

• Lead Program Coordinator  for Iraq Immersion training program for the DoS under an Alutiiq, LLC contract.

• Raised 1-year customer satisfaction scores by 6% through improved segmentation and customer engagement. Reduced churn rate by improving payment compliance policies. Developed and consistently exceeded monthly sales forecasts.• Designed formal processes to integrate new products and promotions into call centers enabling critical training prior to launches and raising productivity and customer close rates to 12%.

• Demonstrated consistent achievement over several years by exceeding goals for sales, retention, and customer satisfaction in multiple roles. • Managed launches across 15 domestic and international Customer Service Centers, coordinating vendors and employees to achieve inbound and outbound goals for sales, service, and upselling.• Created and led training, strategies, and programs that coordinate complex logistics and multiple audiences to maximize customer satisfaction and enhance the appeal of products and services. • Created Customer First Retention organization, controlling People Management, Budget, Quality and Training.