Lead a team of Senior Subject Matter Experts in support of an occupations translation system that helps transitioning Military veterans find new careers. Conceived, designed, developed and implemented an MS SharePoint based relational data management tool that enabled implementation of the Military Skills Translator at significantly less time and cost than plan.

Assist Military benefits eligible prospects achieve their educational and career goals. Process owner, coach, motivator, and mentor for a large management team, and a trusted leader. • Accountable for planning and execution of the 3-year strategic plan and for P&L execution.• Managed concept to implementation of Customer Relationship Management System (CRM).• Led the assessment of organization’s skill for servicing client base; devised and implemented certification plan that improved baseline skillset 38%.• Conceived, designed and implemented measurements and reporting plan that enabled effective statistical process control for management reporting and analytics.• Manage compliance to Federal rules for tuition payments under USC Title 10, which governs education payments made on behalf of eligible military veterans.

Appointed by the Southeast Regional Operations Executive to build and develop high performing teams delivering Logistical, Administrative and Real Estate Services to local and remote locations and client sites. • Direct and manage the activities of 55 professionals supporting 650 Client Service professionals at locations throughout the region. • Provide Change and Project leadership for major office build outs, renovations and decommissions.• Achieved Six Sigma Black Belt Certification by leading a Performance Management Process initiative in the Atlanta Tax practice, creating a revenue opportunity of over $1M, year over year. Process was replicated nationwide to a result of $2MM in revenue year over year. Beat 1-year Operating expense plan by $1.3MM, while holding overtime to 38% of budget.

West region transaction services leader responsible of Los Angeles and Seattle operations centers (93 FTE). Records custodian of over 1.2 million customer transactions. • Selected to lead national initiatives for Employee Productivity, Organizational redesign for effectiveness and Process Excellence. • Ensure compliance with Federal, State, local and internal regulations/directives governing banking activities, including Sarbanes-Oxley and Gramm-Leach-Bliley-Act. • Responsible for risk management, disaster control and recovery, financial planning / execution and Supplier Management. • Managed implementation of new Customer Relationship Management System (CRM) that significantly reduced expenses and improved customer experience. • Exceeded all Service Level Goals in 2005 while reducing operating expense by 20% from previous year. Improved employee satisfaction scores from 65% to 85%. • Managed consolidation of Seattle Operations into LA with zero defects, achieving saves of $450K (19 FTE). Successfully managed three large projects to results of $1.2 million in YOY savings.