In 23 years of leadership with this non-profit arts organization, I have touched every aspect of Choir of the Sound's operations including these areas and positions:Board of Trustee - Part of a board that manage all business aspect of a 501C3 performing arts organization. 20 years.Vice President - Managed the governance and administration of Choir of the Sound working closely with our president. 3 years.Fundraising - Provided oversight for multiple fundraising programs and events. Created and built Entertainment and Auction Fundraiser that is celebrating 9 years of growth and success. It is one of the primary fundraising events for this performing arts non-profit.Hiring committees - hired two different choral directors designing and implementing the entire process including: job description, posting and promoting position, several candidate interviews, selection of director and transitioning new directors.Budget preparation - worked in conjunction with President and Treasurer to formulate an operating annual budget of $100,000 +.Ticket Sales - managed sales, distribution and accounting of ticket sales ranging between $40,000 and $50,000 annually. 4 years.Production Manager - Managed a team of 5 in producing 30 different choral/musical programs. I worked with sound, lighting and set designers to coordinate all aspects of these productions. 10 years.Marketing and Promotions - Managed a team 6 that produced all collateral materials, concert programs and organization's website. 3 years.

• Hired, managed, and developed team of 5 digital product specialists while overseeing cross-functional team of up to 10 agents during peak season.• Mentored 5 different team members to promotional advancement in 3 years.• Partnered with engineering teams to create process efficiencies by analyzing data that increased resolution time and decreased ticket creation in 3 consecutive years. With Salesforce and JIRA we assessed volume and trends to develop processes including: issue escalation workflow, product enhancements, and engineering bug/ticket triage and prioritization.• Increased scope and complexity of my tier 2-support group’s functionality and responsibility moving a greater percentage of issue resolution closer to the end user by earning greater trust of our engineering partners.• Created and implemented a 24/7 critical issue on-call response team to drive increased efficiency in response time and communication to both external customers and internal stakeholders.• Facilitated several high visibility and sensitive project school district customer conference calls, mentoring my team to lead these calls individually.• Trained multiple customer service and support teams in comprehensive changes to MHE platform and product in preparation for high volume back-to-school peak season.

Interim Support Manager - Served in this capacity on three different occasions for different reasons, and I currently am serving in this capacity and have been for over 6 months. While in this position, I have hired new personnel, provided stability, historical knowledge, continuity and continued to grow our department.Training - Provided hundreds of instructional training sessions in a variety of settings and mediums including: onsite professional development workshops, virtual training through webinars, sales meetings and regional summer institutesProject Management - 2013 to present I have overseen or been a key member in multiple projects that span a diverse cross-section of internal and external customer teams. Implementation Consulting - Guided school districts nationwide through the entire product cycle including: program activation and roll out, district/school/computer lab/classroom work station and network preparation, ongoing program instruction and user management. In 2011 I was instrumental in implementing an online science platform for a state adoption in Texas resulting in $12 million in revenue.Technical & Curriculum Support - Demonstrated knowledge and flexibility by working with every level of educator from superintendent to teacher to student, to ensure that each district had the most personal and effective troubleshooting to resolve product issues and inquiries. This frequently meant facilitating communication between sales/marketing, editorial, program developers and end users.Pre-Sales Product Presentations - Called upon to present feature/benefit sales presentations on behalf of sales reps to help generate interest in our educational online programs, while helping to qualify a customer's ability to effectively implement our product.Product & Process Documentation - Developed help text, online program user guides, technical specifications documents, order to activation processes and tier one support training documentation.

Developed leads, coordinated sales plans, supported regional managers for an educational software company specializing in primarily early primary / elementary curriculum.