• Directly responsible for the call center sales strategy and operation of a scheduling team that generate a total of $650+ million in annual revenue• Directly responsible for leading a team of 300+ teammates, 24 supervisors, and 5 operations managers while managing a $20 million annual budget• Drive new sales appointment growth through strict performance management, incremental technology improvements, a rewarding compensation model, and an engaging frontline culture

• Directly responsible for overseeing the inside sales organization including 300 virtual team members and a $15M budget. • Led sales strategy of multiple product lines that generate a total of $120+ million in annual revenue.

• Directly responsible for overseeing the inside sales organization including 250 virtual team members.• Led sales strategy of multiple product lines that generate a total of $120+ million in annual revenue.

• Directly responsible for the overarching strategy of multiple product lines that generate a total of $600+ million in annual revenue• Partnered with functional leaders to ensure seamless execution and implementation of product strategy• Collaborated with finance and sales leaders to build and finalize the annual operating plan• Delivered executive level updates on product line performance and key performance indicators

Business Unit: Terminix• Gathered, developed, coordinated, and maintained business requirements for various projects and/or systems from initial phase to final implementation, assuring requirements met acceptance standards• Coordinated regression and functional testing to ensure systems were functionally appropriate, technically sound, and well integrated• Created and managed user acceptance criteria and coordinated end user testing with business sponsors• Managed the IT project intake process for all Terminix national account and marketing initiatives• Served as the IT Delivery Manager for the Terminix national account, pricing, and marketing project portfolios

• Led the requirements management effort for large initiatives including new client implementations and strategic projects• Devised and executed a requirements management plan for assigned projects by taking ownership of the business analysis role throughout the project• Consulted project managers, project requestors, operations, business representatives, IT representatives and clients to ensure complete understanding of software requirements• Produced project requirements documentation, including written documents, process diagrams, report mock-ups, wire frames and other documentation as required for assigned projects• Provided business related IT knowledge to clients and business representatives during the requirements management process

Business Unit: Innovation R&D• Proactively researched new and emerging technologies that could enhance the FedEx customer experience• Provided monthly executive updates on new and emerging technologies that FedEx could employ • Created internal processes and procedures associated with idea management for FedEx• Collected and documented all requirements associated with idea management solutions for vendor evaluations• Overall project lead for the cross-functional Innovation Lifecycle Management initiative at FedEx TechConnect• Represented the business and FedEx TechConnect on medium to large scale enterprise initiativesBusiness Unit: Global Revenue Testing• Created and implemented test scenarios for business & system requirements in support of FedEx Corporate software loads• Conducted user acceptance testing on FedEx revenue systems• Monitored end-to-end revenue interfacing systems and processes to ensure revenue integrity, accuracy, and completeness• FedEx mobile shipping device project Test Lead• Maintained and organized GRT’s testing lab equipment• PowerPad testing SME with the responsibility of coordinating all PowerPad setup and functionality with external teams• Managed and tracked revenue impacting defects using Mercury Quality Center 9.1• Developed Standard Operating Procedures in order to complete a New Hire Training manual for the department; trained as needed on specific duties• Assisted in the design, implementation, and improvements to an in house GUI tool used for creating test cases, generating reports and storing critical data

• Created and implemented automated functions using VBScript in Mercury QuickTest Pro 9.1 to impact the manual software testing effort at Hilton• Managed and tracked defects using Mercury Quality Center 9.1• Executed regression software testing on Hilton Corporation’s OnQ Property Management System to test requirements and functionality before deployment• Maintained software test sets used for manual test execution• Communicated with team members during critical test cycles