• Lead a team of executives to grow a stable and scaleable company serving thousands of students and families in multiple states.• Oversaw exponential growth in staff and customers as demand for online learning skyrocketed due to the pandemic.• Internalized call center operations, made significant changes to software and curriculum vendors, and facilitated the development and deployment of multiple brands

Two years and nearly 100 episodes spent interviewing the most innovative marketers of our age. https://podcasts.apple.com/us/podcast/ima-leader-audio-podcast-leadership-marketing-content/id918977514

• Responsible for building new business relationships, implementing new clients and supporting existing clients• Develop multi-pronged growth initiatives including building new schools/charters, launching new programs with partners and expanding relationships with current client.• Started new online educational programs in California, Oklahoma and Utah. • Significantly increased revenue from new and existing clients in 2016• Oversaw 125 staff member covering Admissions, Student Services, Guidance and IT• Assumed enrollment responsibilities in June when student enrollment was down 25% yet finished the year with a 3% increase in students on 15% fewer applications• Improved inbound call center answer rate from 10% (yes, 10%) to 90%• Drove a 30% increase in enrollment in Year 2 with a 30% reduction in headcount• Reduced inbound student Tech Support call volume by 37% with no increase in costs• Overhauled collection of 50,000 enrollment documents a year, reducing processing time from 6 weeks to 3 days• Consolidated phone systems reducing costs and increasing service levels

I was Director of Research and a Core Story Project Manager at Empire Research Group. As a critical addition to the Empire team, I brought tremendous value to the DIY Research Program and outstanding service and product to Empire’s clientele. I drove implementation of a project management program to help define processes and increase clarity and execution. I coached my team in a way that reduced hours requirements and increased the effectiveness of the final product.

• Identify key performance indicators• Collect data from multiple business units• Provide summary and detail reporting to senior management (CEO, COO, EVP)• Standardized operations across multisite facilities in six states slashing costs associated with turnover and dramatically increasing operational efficiency• Hired and developed a team of Operations Managers supporting a student base of 10,000• Ensured Sarbanes Oxley Compliance through creation of a corporate Compliance team• Started an online, private high school• Exceeded launch goals by enrolling over 200 students• Increased student enrollments by 4,000 in one year• Developed staffing and compensation plans to ensure human resources were available and sufficiently motivated to meet enrollment goals• Built out Salesforce.com to sufficiently meet the needs of our growing organization

• Lead a team of Admissions Counselors to launch an online, private high school• Personally enroll in the same program• Counsel staff to double team performance in three months

• Increase year over year gross sales from $5,000 to over $50,000 per month• Generate sales leads through networking, cold calling, telemarketing, e-mail and other techniques• Reduce inventory by 50% to drive a huge improve in financial statements

• Championed the goal of increasing first call resolution by 200%• Supervised teams of up to 25 Technical Support, Quality Assurance and Presidential Appeals Agents• Implemented processes to increase service levels• Reduced cycle time in high-change environment so new information was received by the Operations Floor as quickly as possible• Lead Quality Assurance operations in London, Ontario office during center ramp• Implemented center-wide management development program• Represented company during unemployment hearings

At MCA, I built a database to facilitate the meeting of all company clients with their Members of Congress. I attended meetings of the educational policy organizations in DC and wrote up summary articles for the company newsletter.