Coordinating International exchange students pursuing education in the US and placement into host families for a minimum of a semester and up to a year.

Assisting seniors in planning for their long term care.

Provided marketing support for Verizon Business Solutions. Conducted market analysis to evaluate competitors' products, pricing and promotions. Gained competitive advantage by developing recommendations for favorable price structure, bundles, and promotions.Analyzed current pricing structure for the single line business markets and initiated the development of 4 new single line offers that were accepted and launched resulting in a 20% increase of new single customers. Served as Assistant Project Manager for 2009 Super bowl connectivity. Identified customer needs and worked as liaison between customer and product development team. Designed custom package and negotiated pricing to provide FIOS to broadcast signal for Super bowl. Coordinated innumerable details across 25+ departments including construction, engineering, accounting, and IT resulting in a seamless delivery of this high-profile event.Developed business case to implement a promotional offer targeting customers seeking to switch to a major competitor in the SE region. Drove 55% increase in customer retention through promotional offer.Created innovative customer retention program for business customers that increased retention rate by 30% achieving 85% total retention. Supported call center staff across business units to educate representatives on program features, clarify issues, implement incentives, and monitor performance ensuring timely and accurate marketing launches

Directed 80 staff members and overall operation of a call center selling business products. Responsible for sales/revenue attainment, average revenue per unit, commitment views, net ads to bill, quality, churn, product penetration/product mix, customer retention / line loss, budget, order entry accuracy, answer times/average handling time, productivity and utilization.• Led turn-around of struggling call center. Recognized for setting clear objectives, standardizing policies and procedures and coaching managers, supervisors, and representatives to achieve goals.• Implemented procedures that reduced representative not-available / call work time by 15%. Increased representative availability and reduced average speed of answer (ASA) by 30 seconds per call.• Set center level goals and established representative level quotas ensuring Center achieved sales target for three consecutive years, even in understaffed conditions.• Doubled call monitoring and implemented coaching, job aids, and training tools resulting in 70 second reduction in Average Handling Time (AHT) per call.• Achieved steady improvements in call quality scores year over year.• Established open communication with union leaders who had a belligerent relationship with prior Center Management. Steadily built a civil and productive working relationship with union representatives and gained mutual goal of keeping center open by achieving company objectives.• Embodied a participative management style with emphasis on ensuring center productivity, providing quality service, maintaining open employee communication, developing staff and increasing morale.• Partnered with marketing team to implement promotions and incentives to maximize sales.

Led 6-8 sales staff in a retail store environment. Oversaw store revenue, quality, merchandise inventory, cash handling, budgeting, merchandising, customer service / customer complaints, and employee development. Spearheaded renewal of failing store ranked last out of 12 stores in the region. Successfully achieved top ranking as 1st of out 12 stores in region by 2003 - 2006.Conducted internal audits and investigation to identify and remove employees involved in theft of inventory. Implemented improved security measures and internal controls that reduced shortages by 50%.Demonstrated hands-on management style, served as a role model, and provided one-on-one coaching to aid staff in developing sales skills and product knowledge.Implemented inventory management measures to reflect sales and product preferences of local market. Performed physical inventory twice monthly ensuring inventory accuracy.Developed internal sales promotions and built sales action plans both at a store and employee level.

Provided employee relations / human resources support for 100+ employees in a sales call center. Monitored attendance, FMLA, workers compensation, and benefit administration. Performed discipline administration, employee orientation, interviews, union grievance responses, coordination of grievance meetings and attending arbitration/unemployment meetings. Promoted to Quality Trainer 1999; trained on procedures, systems, and product launches.