- Design, Develop, and Deliver Customer Experience/Communications training to Service team technicians, sales, CSRs.- Oversee training and development for Ace Hardware Home Services employees from onboarding, to upskilling, to leadership development.

Actual Title: Senior Director of Organizational Readiness. Promoted to newly created role to drive employee experience. Ownership of Talent Acquisition, Onboarding, Training and Development, Leadership Development, Communications● Ran and overhauled talent acquisitions team and processes● Developed Team and Leader assessment and development tools● Designed and delivered: o leadership development platform for select employees o working and selling in a virtual environment in response to COVID-19 o Inclusion and diversity training for employees, people managers, and senior leadership

Promoted to newly-created role to drive organizational learning and development, reduce employee turnover, optimize staffing models, enhance internal and external communications, and optimize public relations opportunities.● Designed, developed, and launched a development platform that provides experiential opportunities to enable employees to hone existing skills, develop new skills, and provide cross-functional exposure● Designed and implemented new employee onboarding programs customized by functional role, and created new hire surveys to improve insight into voice of the employee● Created an employer branding program (content and placement) to improve sentiment and recruitment initiatives across website, LinkedIn, Glassdoor, and Indeed ● Introduced new internal communications channels to increase engagement and satisfaction● Built new streamlined public relations processes in alignment with the PESO media model

Promoted to build and lead a new CX team to improve sales conversion and construction quality while reducing warranty costs, set strategy, development of tools, establish metrics, own ‘voice of the customer,’ and drive teams to provide a memorable and positive experience.● Designed desired customer experience from internet engagement to purchase/contract, to close and one year after ● Led the employee integration of an acquired home builder, including training on technology, techniques, and culture● Developed unique metrics and reporting to improve adoption of customer experience protocols and goals ● Introduced tools to improve customer communications and to capture/monitor the ‘voice of the customer’

Created national training program for new and existing Sales Management and Sales Counselors.● Developed and delivered a three-day onboarding program for 500+ new sales hires on sales process and technology● Created onsite training program used for 17 division locations rated ‘excellent’ by 94% of participants● Served as business owner for Salesforce responsible for platform strategy and vision● Directed, designed, and hosted National Sales and Marketing Meeting for five consecutive years

Hired to build onsite and eLearning training programs from concept through rollout to support sales, operations, and customer experience. Managed the full lifecycle of the instructional design process and delivery.● Launched beazerhelp.com portal for application documentation, service desk, and enhancement requests.● Built a catalog of ~50 on-demand training videos with Camtasia.● Administered Cornerstone on Demand LMS product and managed a SharePoint site used by 1000 employees.

Atlanta Field Day, Inc. is a 501(c)3 organization that raises funds for Georgia nonprofits while providing an entertaining field day competition for participants and donors.Created, designed, structured, built, managed, and presented Atlanta Field Day 2010, 2011, 2012. Project Manage all events, marketing, publicity, software/website, and a team of 50+ event volunteers. Results: 2012 - 400 Participants / $85,000 donated (50+ Volunteers)2011 - 350 participants / $72,000 donated (30 Volunteers)2010 - 110 participants / $13,000 donated (14 Volunteers)

Joined the organization for the national rollout of HandsOn Connect, a volunteer management software application built on the Salesforce CRM platform. The rollout was initially to the internal affiliate network and then later introduced in the commercial marketplace. Hired in a Training & Client Support capacity, a role that quickly expanded to include implementation, sales engineering, presentations to C-level decision makers, and software development. Advise in both development and management of HandsOn Connect from requirements through UAT. Promoted in 1/2012 to report directly to the CTO as the Senior Director, Client Relations and manage an 6-member, remote support organization. • Co-led the overhaul of the 9-module, client training program and methodology which resulted in a major reduction in trouble tickets. Co-wrote curriculum used to successfully train 135 clients, implementing a three-tiered approach with live training via Adobe Connect, recordings, labs, and searchable WIKI support documentation.• Created synergies and strategic collaboration among support, sales and development that reduced trouble tickets and resulted in more client-focused development and marketability. • Revamped and standardized the technical support team function through SWOT analysis, metrics, accountability, performance expectations, process improvements, documentation, and regular meetings..• Serve as Tier 2 escalated support and product SME. • Contributed to the successful sales and training for-profit, not-for-profit, university, and state government agencies, such as HandsOn Atlanta, Walden University and the New York State Commission on Volunteerism.• As Training and Onboarding Specialist for new clients, oversee custom color / logo / graphics, data migration, and system configuration.• As top ticket solver/product SME, train clients’ system administrators on salesforce.com.

OFC was the equipment leasing division of MidCountry Bank. I was initially hired in a support role and earned two promotions to SVP in 2009 to develop and manage the new Broker Program providing financing for purchasing and leasing of business equipment. I built and managed a 60-broker team as the program grew to become 25% of OFC’s annual revenue. We funded loans for $10M+ a year with below-industry average delinquency and charge-offs.My other responsibilities included serving as SME for Crystal Reports and leading a marketing and rebranding initiative for website, logo, and marketing collateral.

I launched a financial advisory practice, earned licenses (Series 7 & 66, Life Insurance, Variable Products), and earned the Mercury Award for achievements in my first year of business. I also provided personal financial training for up to 40 participants via one hour classes throughout Atlanta.

As a performer, I earned roles in Broadway shows (Thoroughly Modern Millie, Thou Shalt Not, Cinderella (MSG), Boys from Syracuse) and National Tours (Cats, Tommy, Kiss of the Spiderwoman, Cinderella, Gypsy) as well as multiple regional and off-Broadway productions. My notable regional theater productions included Papermill Playhouse, OKC Playhouse , Northshore Music Theater, Westchester Broadway Theater, Walnut Street Theater, Riverside Playhouse (Rocky), and ArtPark, NY (MIke).My other work included singer/dancer positions for Royal Carribean Cruise Lines (Majesty of the Seas, Song of America), dancer at City Lites at the Flamingo Hilton in Las Vegas, and as a Grandmosphere performer at MGM Grand in Las Vegas.