Multi-faceted position charged with overseeing vendor management for outsourced market research services, global data collection for insourced and outsourced research projects, and ad hoc /custom research projects in the Financial Services Industry.• Increased custom division revenue from $3M to $9M in the last three years, without increasing headcount by scaling operations using vendors and adding process efficiencies internally• Oversee full cycle research projects (questionnaire design, sampling, analysis, and presentation of results)• Recruited and lead best- in- class team of market research leads, project directors and business analysts delivering over 100 global research projects annually for an $80M+ leading B2B financial consultancy• Cultivated a worldwide network of market research partners to augment and scale internal operations while continuing our high-quality approach to brand identity and data collection continuity• Designed career trajectories for newly created and existing positions, added depth to entry-level roles and created leadership development programs designed to encourage loyalty and reduce turnover

Architected a comprehensive roadmap for bundled services (satellite TV, DSL, local, long-distance & international.) Instilled vendor support for sales, service, provisioning, and repair. Sourced and trained vendors responsible for consumer support and satisfaction. • Headed national rollout of a new product, transitioned from consultant to senior management• Authored detailed business and technical requirements for national, local phone service launch• Developed and presented training for delivering local telecom services to HQ and contact centers• Headed service and support outsourcing, managed RFP process, selected support vendors• Spearheaded critical infrastructure upgrades to enable sales and support of bundled services • Managed contact center SLAs, key metrics, and customer satisfaction scores

Developed business requirements for technical help desk and hardware support team for blue-chip pharmaceutical salesforce. Hired and trained 30 + technicians and 5 mangers. Project managed major hardware and software rollout in remote locations. Advised on escalation procedures, documented training, and scripting materials, merged help desk, and call center operations to efficiently support other major clients.

One of the first employees for this ambitious start-up in 1996, one of the nation’s primary Competitive Local Exchange Carriers, I helped develop what would become the first fiber-optic-based local phone service. • In 2 years, advanced from entry-level to manager of Hampton Roads, VA customer care office• Led the company in provisioned phone lines making Hampton Roads the highest producing network in 1999 and 2000• Hired to write the custom care and provisioning methods and procedures manual, trained all local offices