I am a former 14-year executive with Citibank in New York where I specialized in all aspects of customer service (including generating a Bankcard Customer Service Profitability Model that quantified how much profit was earned from providing superior customer service) and employee training. My work readiness training programs are amongst the best in the Country. At a meeting in Jacksonville, FL on 1/14/03, Rick Spill of the National Skills Standard Board said that the program I developed was the best work readiness certification program in the country, and that many of the other work readiness programs cause more harm than do good.My workplace training programs have philosophies and strategies that differ greatly from typical education approaches. For example, the "customer" for my work readiness programs is first, the business community, and second the program participants. Also, participant success is based on demonstrated competencies in class, not performance on assessment tests. To support individuals and training venues I have written numerous books on work readiness and customer service; one for individuals, a four book series for venues teaching work readiness to use in existing programs; and a Comprehensive Work Readiness and Customer Service Training Program to help venues implement my highly successful work readiness program that includes an instructor guide, classroom books (no answers to exercises, etc.) and PowerPoint Presentations.In addition to developing custom workplace training programs, I also specialize in writing business plans, developing marketing strategies including help with building a company's brand and band message, implementing customer service strategies and measurements, strategic analysis, market research and more.I also developed and teach an entrepreneurship course, How to Start, Grow and Manage a Business which uses my highly acclaimed book, Building a Successful Business as the foundation for the course.Specialties: Employee and mangement training programs, business plans, marketing and sales strategies and skill building, market research (surveys, focus groups, etc.), customer service strategies and skill building, SWOT analysis and planning for growth, and more.