Options For All is a $25M+ organization reinventing itself and innovating like a start-up.As COO and Corporate Treasurer, I provided leadership and strategic direction for OFA's locations and personnel. I served as the primary support resource to the CEO and provided analytical, strategic, and implementation support for current and emerging issues of importance.► Supporting the CEO's efforts in achieving the overall mission of Options for All and driving the implementation of strategic and operational objectives in the day-to-day execution of program and administrative functions.► Identified, analyzed, and prioritized competing goals and interests and presented recommendations for CEO consideration.► Drove and monitored the execution of action items and top priorities as directed by the CEO and implemented by the executive team and site management staff.► Drove operational and planning processes to completion in partnership with the executive team and the broader organization.► Created structured and measurable pilots for untested, innovative ideas that the CEO and executive team are exploring and promptly bring forth recommendations for action.► Curated Senior Staff Leadership meeting agenda with input from the executive team with a lens towards raising cross-functional awareness and advancing OFA's strategic and operational priorities.► Provided project leadership and oversight for key strategic initiatives (e.g., research, new program development, internal initiatives, expansion efforts, partnerships, etc.).► Implemented initiatives that contributed to long-term operational excellence, ensuring key projects had clear milestones, success measures, and operational plans.

Contek Consulting LLC works with C-level and senior executives to develop and implement innovative strategies to drive customer and revenue growth, achieve scale, reduce costs by gaining efficiencies, and increase profits in SaaS, healthcare, higher education, ed-tech, fin-tech, and financial services industries—all while driving a positive customer experience. Visit www.Contekus.com.Key accomplishments at Contek Consulting include:► an improved client net promoter score (NPS) that allowed us to win “Best Staffing Firm” recognition after reorganizing a 200-person service and back office operation to focus on customer concerns and performance opportunities while improving client spend and brand loyalty► lifting productivity by 40% while cutting costs by 23% by implementing KPIs, standards, reporting, and process improvements► cutting costs by $47M while improving service levels to consistently meet monthly goals by eliminating 60% of repeat customer contacts by resolving root cause issues and optimizing workforce processes► facilitating customer journey mapping and improvement planning that increased annual revenue by $30M, improved retention rate by 28%, and decreased complaints by nearly 80%► eliminating $9M in costs by standardizing global procedures and adopting automation and self-service solutionsMy core strengths consist of providing stellar customer relationship management and program management services. In addition, my strategic planning talents and team leadership capabilities allow me to maximize achievements on behalf of clients to benefit their customers and bottom line alike. I demonstrate excellence in building solutions that drive customer growth and create a best-in-class customer experience. Additionally, I drive the adoption of strategies that positively impact top/bottom lines by creating efficiencies, mitigating risks, and aligning resources with strategic goals.

The University of Arizona Global Campus, formerly Ashford University, is one of the largest online education organizations in the world and offers online degree programs that provide a flexible way for busy adults to fit college into their lives. I provided executive leadership for this $1B-in-revenue university during a major turnaround where the school had three years to significantly improve student outcomes or lose accreditation. I controlled $150M in operating budgets while leading high-stakes financial and customer success outcomes in a highly competitive and regulated environment. In this position, I generated $50M+ in cost reductions across the organization while driving $320M in revenue generation as I directed 1,500 multi-service people and student support team members, and also chaired the retention committee for a university with 60,000+ online students.By the end of year three, outcomes exceeded required thresholds with revenue generated from strategic and operational changes exceeding $130M with operational costs reduced by 27%.Additional accomplishments include how I: ► drove $135M in annual revenue from an innovative customer loyalty program that delivered record-breaking retention and satisfaction rates ► increased reactivation of closed accounts from 33% to 60% with a data-driven campaign strategy► improved contact center performance from 55% SL to 85%+ while cutting abandonment rates from 25% to less than 2%► deployed data-driven collection procedures, reducing outstanding accounts receivable by $1.5M within six months of implementation► eliminated $24M in operating costs by implementing workforce management methodology and workflow prioritization automation, and instituting centers of excellence models

Zenith Education, now ECMC Education, is a nonprofit career education provider that helps to bridge our nation's skills gap and support the U.S. economy. ECMC Education offers affordable, high-quality programs that are regularly updated to provide students with training for in-demand skills so students are prepared, well-trained and ready to work in fulfilling careers immediately upon graduation.Accomplishments in this position included► developing strategies to target and grow the military customer-base from 23% to 28% of the target group► decreasing costs to serve by more than 50% and adding $12M to bottom line operating savings while earning an additional $2.5M in unplanned revenue from fewer breaks in customer purchasesPlus, I leveraged advanced analytics to individualize support tailored to a customer’s unique situation and gathered support from across the organization to launch an innovative student engagement model that delivered record-breaking results.

In this position, I:► developed, built, and managed a new shared services unit, supporting 35,000+ online students►increased new customer conversion rates 40% by reengineering the funnel process ► lowered operating costs by $17M by analyzing existing policies/SOPs and identifying areas of focus for the process improvement program► managed the establishment and daily functions of a contact center operation handling inbound client calls and analyzed and addressed root causes to decrease customer complaints by 70%

Kaplan, Inc. provides educational services to colleges and universities, as well as corporations and businesses. This includes but isn’t limited to higher education programs. At Kaplan, I assumed leadership of an unprofitable venture because of the successful strategic insights I provided in the U.S. I was therefore transferred to the European division to enhance startup operations, including successfully introducing new products, building and growing corporate and university partnerships, developing sales and service strategy, streamlining processes, and revamping product value propositions. Accomplishments include how I:► led change initiatives and process improvements that improved capacity, lifted efficiencies, and cut operating costs by 30%► built positive relationships with professional certification accreditors to open a new revenue stream by offering single product and blended product value propositions, resulting in $40M in unplanned revenue►proved instrumental in growing the team size from 25 staff to 100+ employees, expanding from one to seven program offerings (including bachelor’s and master’s degrees), and achieving profitability within one year Prior to this position, I served as Kaplan’s Senior Director of Strategy & Operations, and the Director of Operations.

Capital One is one of the largest banks in the United States and I was widely considered to be one of this bank’s leading experts in contact center operations and customer experience design. Because of this experience, I was chosen to help create 9/11 contact centers. As a leading architect of contact center strategies, I trained staff to effectively manage and lead in this environment, implementing reward systems and performance management practices. I designed, implemented, and managed-to-scale workforce management departments, including capacity planning, forecasting, contingency planning, reporting, monitoring, and real-time service-level management services.In addition, I oversaw compliance departments, and business analysis and process improvement departments—and was responsible for critical contact center budgeting and integration into the broader Capital One line of business strategic planning and prioritization.

My responsibilities included contact center operations collections, customer service, and strategy and analysis.