Full time Lecturer in the Business Department, specializing in undergraduate Accounting curriculum. Also developed and deliver special topics courses including Customer Experience (CX) Management. Recognized as Business Professor of the Year in 2023. Serve on department and campus wide committees supporting strategic initiatives and accreditation.

Full-service business consulting firm specializing in accounting, financial management, branding, customer experience strategy and service operations management in the hospitality industry and across multiple B2C verticals.• Founder of CX Solutions, a customer experience process design and analytics practice specializing in customer journey mapping, process transformation and Voice of Customer measurement platforms • Served as the acting VP of Brand Strategy and Customer Experience for a start-up venture in the experiential hospitality space. Authored brand strategy and positioning along with customer experience journey mapping.

Senior leader that drives transformational change in Collections and Debt Recovery processes across Chase consumer businesses including credit card, consumer banking and auto lending.• Integrated new technology platform utilizing Agile methodology.• Created business case and led introduction of digital collections capabilities with incremental annualized value of $55M.• Delivered $100M+ in headcount and operating expense savings via aggressive process integration and efficiency initiatives.

Senior leader accountable for operating results at Lake Mary, FL Customer Care Service Center including customer experience delivery, employee engagement, business resiliency and process performance. • Led initiatives that improved customer satisfaction metrics including 15pp rise in Net Promoter Score (NPS).• Drove employee engagement of 2,000 team members that achieved highest ranking in employee satisfaction across domestic customer service centers. Recognized locally as top large company for working families in 2012 and 2014 through 2016.• Served as Executive Sponsor for employee networking groups and Central Florida Volunteer Leadership Group. Formed and led market wide diversity council and grew employee volunteerism and networking group membership by over 20%.

Full-service business consulting firm specializing in luxury products and services in real estate, hospitality, leisure, travel, and consumer goods markets as well as new business capitalization, financial management and start-up across various market segments.

Served as senior executive for ideation, business / product development, financial planning, brand management, marketing, sales, and customer service operations for new-to-market Ritz-Carlton brand extension. Progressive increase in business unit growth and profitability over 14-year period. • Held P&L accountability for overall financial and operational success of business. Achieved peak annual sales volume of $250M at 20% profit margin with 30% market share in luxury tier of vacation ownership industry. • Established and managed strategic alliances and partnerships delivering effective marketing lead generation and membership benefits. Delivered 50%+ leads sourced via member loyalty channels.• Led customer service operations management and ensured loyalty of 3,000 members of club. Led team of 100 professionals in member services process. Developed breakthrough approaches to customer experience management; gained 20% in customer satisfaction and corresponding increase in overall Ritz-Carlton brand spending.