Responsible for Account Management organization supporting DISA's FRCA client base.

Consulting Services regarding Customer Service, Account Management, Operational efficiencies, Pre-employment processing and fulfillment, Pre-employment Compliance, and growth of revenue through channels other than sales.

- Led team responsible for all customer facing support and the Operational fulfillment of Occupational Health Services, Verifications, and Criminal Background Checks. - Implemented numerous enhanced efficiencies and additional operational structure.

• Responsible for large, onshore and offshore Account Management Teams that included tactical daily support and strategic account ownership • Supported Account Managers and Sales with new sales and existing client Business Reviews, including on-site client visits • Engaged with fortune 100 clients to help drive improvements to their onboarding process securing strong and long-lasting relationships • Exceeded revenue targets for growth and client retention • Partnered with internal partners to identify solutions to improve client offerings • Implemented numerous process enhancements to improve the client experience, enhance the support provided and reduce cost to the organization

• Led Account Management and Customer Care Teams that included tactical daily support and strategic account ownership • Supported Account Managers and Sales with new sales and existing client Business Reviews, including on-site client visits • Engaged with fortune 100 clients to help drive improvements to their onboarding process securing strong and long-lasting relationships • Exceeded revenue targets for growth and client retention • Partnered with internal partners to identify solutions to improve client offerings • Implemented numerous process enhancements to improve the client experience, enhance the support provided and reduce cost to the organization

• Responsible for $15M annual revenue via multiple pre-employment background check websites• Grew existing client base and developed new revenue opportunities by identifying needs in the marketplace • 18% annual revenue growth• Worked directly with Sales, Clients, Business Analysts and Development to create new solutions and maintain product roadmap• Utilized Agile Development Methodology to manage iterations and release sizing• Expanded platform to a Global background check solution meeting the market need outside the United States • Ensured platform and data security aligning with Government, corporate, and legal compliance

• Responsible for the operations of LexisNexis’ Screening Solutions’ Customer Support teams consisting of 124 team members in 6 US based offices• Provided direction to direct reports helping to support strategic goals of the Organization• Support for over 30,000 Clients generating $175M in annual revenue • Drove operational efficiencies through automation, process adherence and agent utilization exceeding KPO’s such as Speed of Answer and improving Customer Satisfaction while remaining favorable to budget • Established and maintained Global support team for clients and end users based outside the United States • Handled customer de-escalations regarding service concerns including onsite visits • Represented the Support organization during sales visits and presentations helping to secure new business • Partnered with all internal organizations such as Sales, Product, Development, Operations, and Production Support to ensure that all parties remained in sync allowing for seamless transitions of releases or changes to the supported products or platforms • Established Sales Lead program within Support helping to generate $100k annually • Extensive knowledge of all products and platforms offered by LexisNexis Screening Solutions ensuring an understanding of the potential impact to the client and to support when changes or enhancements are proposed • Maintained less than 3% turnover rate 3 consecutive years through high Employee Engagement

• Responsible for daily operations of Technical Support help desk for external Screening Solutions end users• Managed team of 30 agents providing Technical Support to over 20,000 end users • Trained and mentored team to ensure successful support of troubleshooting internet connectivity, browser configuration, security protocols, and system to system connectivity while focusing on the customer experience