• Lead a team of North American CSM, Renewal, Sales Operations members to support software and SaaS clients, driving migration to FICO Decision Management Platform.• Maintain and grow >$300M in annual revenue for the North American region, enhancing team value to clients.• Act as the voice of clients and FICO, supporting escalations, renewals, and relationship expansion opportunities.

- Lead the team of North American (US/Canada) CSM and Renewal members supporting all software and SaaS clients across North America. - The CSM team has been at the forefront of migration of clients from traditional point solutions to the FICO Platform. - Supporting >300mil in annual revenue for our segments. - Tirelessly work with team to enhance their ability to provide value to our clients.- Lead internally/externally to be the voice of our clients and FICO. - Support clients directly on escalations, questions regarding services, renewals, and opportunities to expand relationships.

- Manage FICO's Origination (Credit Card/Consumer Lending) and Acquisition (Prescreen) solutions for FICO Premier accounts. - Encompasses oversight and leadership of dedicated professional services, hosted and managed services resources/solutions. - Direct accountability for overall client relationship and tasked with growing FICO's relationship within the institutions. - Responsible for change, problem and incident management for client accounts including RCA reporting.

- Direct management of third party Service Catalog tools for Acxiom. Responsible for the identification, evaluation, implementation and ongoing management of CA and PMG business process management tools for the enterprise. - Direct product management responsibility for Acxiom PrivateCloud ™ and AcxiomGateway for clients. These enable self-directed interactive ordering/engagement, reporting and value to Acxiom clients. - Responsible for working with Acxiom internal teams and customers to enhance products from a design, development, costing, and implementation perspective.- Engaged in presale, RFP, and post sale cycles for potential revenue opportunities. - Participate in monthly and quarterly executive level reviews with existing clients. - Responsibility for Disaster Recovery efforts for a number of Acxiom's outsourcing customers and for the overall Disaster Recovery product suite.

Responsible for disaster recovery architecture, preparation and implementation for a number of Acxiom's customers. Working with marketing and architecture teams to refresh current and develop new offerings for High Availability and Disaster Recovery.

- Work directly with IT Outsourcers (ITO) to deliver Project Management expertise in regards to Disaster Recovery and Business Continuity for their customers. - Schedule, coordinate and ensure execution of activities that precede disaster recovery testing including: collecting pertinent test information/documentation, reviewing test plans and analyzing prior test activity, consulting with Operations staff for additional review of information. - Participate and lead projects focused on process improvement within the organization. - Conduct subscriber workshops and on site customer site visits for education and project planning purposes. - Serve as a primary resource for pre and post sales support functions within the IT Outsouced customer group such as discovery and implementation of new customer requirements and deliverables, subscriber testing, conference calls and tours. Work directly with sales to develop solutions for customer opportunities and challenges.

Project Manager - Managed and participated in the implementation of a 467 site frame-relay installation for a local financial institution. - Responsible for the overall delivery of the project specifications and also responsible for the day to day scheduling of the field engineers for the project and participate the expedited settlement of any issues that may arise. - Worked as an onsite technician in addition to project management duties with the Cisco product family. Customer Operations Coordinator (7/00 – 7/01) - Actively managed over 200 clients for a national networking and computer outsourcing firm in the Philadelphia metropolitan area - Worked with outside vendors as the client contact for all facets of procurement from the service availability search to installation of DSL and T-1 internet connectivity - Act as the primary level of technical support for eight account executives and their clients

Brokerage Operations Supervisor - Managed 18 fulltime and 6 temporary employees in the asset transfer function for Vanguard Brokerage Services (VBS) - Directly responsible for the transfer of 8.4 billion dollars of shareholder equity into the company Conversion Project Administrator - Participated in the conversion of all VBS assets from former clearing agent Wheat, First Clearing to Pershing Brokerage - Maintained internal client communication within various departments within The Vanguard Group - Responsible for client communication marketing collateral and data verification Senior Associate/Associate - Select Services Team - Assisted in the management of 6 associates responsible for all aspects of brokerage contact with the top 100 VBS shareholders with assets ranging from 1 million dollars to 130 million dollars - Participated and developed various training programs for the brokerage department