Managing a $20M organization focused on fund-raising, alumni engagement and scholarships and serving the students of SUNY Orange/Orange County Community College. Our mission is to raise and distribute funds, build a strong alumni network, and foster lasting ties to our community in order to expand opportunities and support the success of SUNY Orange students.

Founding board member and then Executive Director of the Orange County Arts Council with a mission to champion the arts, connect artists with audiences and foster the growth of the county's creative resources through the development and implementation of short-term and long-term strategies including fund-raising, program development, marketing, strategic alliances, community outreach, researching new developments and trends in the arts and maintaining sound financial practices. During my tenure, the Arts Council grew financially by almost 40% and gained widespread recognition throughout the county as the premier arts resource and support organization. In 2012, I started the Orange County Film Office under the umbrella of the Arts Council's infrastructure. Under my leadership , the Film Office was responsible for bringing approximately $2M in additional business to the county.

Planned and implemented multiple fund-raising and friend-raising events to support St. Anthony's Community Hospital in Warwick, NY and Bon Secours Community Hospital in Port Jervis, NY. Organized and implemented speaking engagements for the Senior VP to assist in building awareness and cultivating support for the hospitals.

Handle marketing, fund-raising, public relations and board development for Kings Theatre Company, a non-profit theatre organization associated with the Lycian Centre for the Performing Arts in Sugar Loaf. Developed individual donor program; doubled Board of Directors membership to better reflect composition of community and increase exposure; new members included school superintendents, local business people, a retired college President and theatre industry professionals. Wrote two successful NYSCA grants and three successful County grants. Developed Corporate Sponsor package. Wrote all press releases and maintained relationships with all media contacts. Developed relationships with all critical county-wide business and arts organizations.

Managed own consulting firm focusing on call center services, quality assurance, customer care training and project management. Developed and implemented Quality Assurance process for Metropolitan Museum of Art Customer Service department. Outcomes included reduction in talk time, improvement in overall customer experience and creation of quality maintenance program. Worked with outsource provider to reduce talk time and improve customer experience for large catalog client. Designed and facilitated customized training program for American Management Association’s internal customer service staff. Worked exclusively for one year with Network Direct, Inc., an outsourcing brokerage firm, to develop and build organizational infrastructure, expand services and change its business model.

Managed team of five Account Executives responsible for responding to the day-to-day needs of over twenty accounts in call center outsource environment. Led the implementation and integration process for all new accounts. Team leader for end-user group involved in the design of new Siebel CRM software application. Member of the organizational design committee created to integrate Call Center Services with the United Stationers/Order People organization after acquisition. Committee mission was to reduce duplicate costs, identify overlaps and/or gaps in responsibilities and recommend new organizational structure and processes.

Sole project management responsibility for integrating new accounts with call center operation including leadership of implementation team, extensive communication with the client, the creation and maintenance of project plan and the facilitation of all meetings and conference calls. Led team of representatives from each department for the development of a customized outsourcing solution for each new client, including development and deployment of desktop applications, training programs and documentation, quality assurance programs, telecommunications solutions and system networking solutions. Primary author/coordinator of Scope of Work document that provided the blueprint for the implementation process.

Organized and helped to facilitate all supervisory and agent training in two facilities, including new hire training, as well as cross-training to improve productivity. Managed team of 8 Trainers and 4 Quality Administrators. Developed and facilitated entry level supervisory training including modules on communication skills, team building skills, leadership skills and various job-specific activities.

Improved and maintained quality call handling in two call center locations. Led recruiting and interview efforts for the opening of new call center in Maryland. Created consistent organizational monitoring process.