Facilitating career education and training courses for students from diverse backgrounds, abilities, and educational needs. Covered topics included career preparation, planning, and placement (job search & placement, resume, and interview preparation)

As the Director of Customer Experience and Operations Analyst at Texas Best Roadhouse-Mesquite, I played a pivotal role in leading a comprehensive turnaround that ultimately resulted in a successful sale of the location. Brought on as a consultant, I oversaw all customer interactions and experiences with the brand, its products, and services.My approach was deeply data-driven. I utilized historical and current foot traffic, trade area demographics, and psychographic data to craft targeted marketing strategies that significantly boosted brand awareness and customer loyalty. This strategic focus led to a 15% increase in foot traffic, a 5% rise in transaction volume, a 7% growth in sales per square foot, and a 13% increase in average transaction value (ATV).In addition to driving customer engagement, I also focused on optimizing internal operations. I revised existing policies and procedures, which had a direct impact on improving employee retention, effectiveness, and overall customer satisfaction. This holistic approach ensured that the team was aligned with the company’s goals and contributed positively to the consumer experience.A key accomplishment was the implementation of dynamic pricing strategies. By leveraging foot traffic data, I was able to adjust pricing in real-time, which led to a 6% increase in store revenue and a 12% improvement in year-over-year margins. This not only enhanced customer satisfaction by providing more value but also ensured the business was adaptable to market changes.Throughout my tenure, my focus on integrating data-driven insights with operational excellence played a critical role in revitalizing the Texas Best Roadhouse-Mesquite location, setting it up for a successful sale and positioning it as a strong player in the market.

As a Client Success Manager at Placer.ai, I was dedicated to delivering exceptional client experiences across various verticals, including retail, commercial real estate, civic, CPG, entertainment, restaurants, advertising, finance, and healthcare. Placer.ai, the world’s most accurate location insights API, provides clients with critical data such as visit trends, trade areas, demographics, psychographics, crime rates, planned developments, and traffic counts, empowering them to make informed decisions and drive social progress.I managed the entire customer lifecycle, from onboarding to account development, ensuring that clients fully leveraged Placer’s comprehensive analytics platform. By implementing personalized training programs and developing robust support systems, I significantly improved client satisfaction, driving retention and revenue growth.One of my key responsibilities was to act as a strategic partner to diverse clientele, including civic/government agencies, educational institutions, and real estate firms. I helped these organizations make data-driven decisions around multi-million-dollar investments, such as site selection, property development, and lease management. My efforts resulted in over 90% annual contract renewals and a notable increase in average annual revenue.I also played a crucial role in revitalizing client success strategies, exceeding targets for expansion, upselling, and retention. My ability to segment customers effectively and design listening points ensured that resources were optimally aligned to meet client needs.Through a collaborative approach, I engaged clients, positioned the value of Placer’s solutions, and incorporated their feedback into product roadmap decisions. My passion for customer success and my commitment to fostering strategic relationships contributed to Placer.ai’s mission to support local communities and drive positive change in the commercial real estate market.

As a Client Success Manager at ExamSoft, I was instrumental in developing and managing customer relationships, ensuring high levels of satisfaction, and driving increased adoption and retention across educational institutions. Leveraging deep product expertise, I established strategic and trusted advisor relationships with clients, enabling them to fully utilize ExamSoft’s all-in-one digital platform. This platform is renowned for its secure assessments, advanced reporting and analytics, and capabilities to enhance learning outcomes, teaching strategies, and the accreditation process.Focused on delivering exceptional customer service and consultative support, empowering schools to maximize the value of ExamSoft’s offerings. My role involved managing the entire client lifecycle, from contract negotiations to ongoing account maintenance, ensuring that clients were well-supported and their expectations were met or exceeded.I also acted as an advocate for clients, facilitating communication between them and internal teams to address concerns, implement solutions, and continuously improve the user experience. My efforts not only fostered strong client relationships but also generated valuable referral leads for the Sales team, contributing to the company’s growth.Through my focus on strategic account management, I helped institutions leverage ExamSoft’s capabilities to improve retention and remediation, streamline accreditation processes, and enhance overall efficiency and flexibility in their assessment strategies. My commitment to client success was reflected in the consistently positive feedback and long-term partnerships I cultivated throughout my tenure.

My work as a Small Business Consultant was characterized by a commitment to driving tangible results, improving operational efficiency, and positioning businesses for long-term success. Specializing in operations and performance improvement, I collaborated closely with management to identify business opportunities, optimize resources, and implement strategies that led to impactful turnarounds in fast-paced organizations.I provided strategic guidance to help businesses scale, find new prospects, and increase revenue. My approach involved conducting in-depth business analyses, performing needs assessments, and designing tailored strategies to address specific opportunities and risks. By utilizing tools and methodologies such as ROI analysis, Lean, Six Sigma, and data extraction techniques, I identified performance gaps and executed strategies that enhanced operational efficiency and fostered growth.A key achievement was driving a 30% increase in revenue by creating new products and services aligned with current offerings. This initiative not only improved market positioning but also boosted operational efficiency by 80% and increased enrollment and processing capacity by 65%.Beyond strategic planning, I played a critical role in marketing, helping businesses build strong brand identities and execute effective campaigns. I also assisted with business planning, crafting business plans that set clear goals, developed actionable strategies, and secured necessary financing.My expertise in information technology enabled businesses to prepare for digital transformation, supporting their growth and adaptability in a rapidly changing environment. Additionally, I reduced staff turnover by 90% through effective hiring practices and the design of targeted training programs, fostering a culture of continuous improvement and development.

My work at Soulfire USA combined creative strategy with practical execution to foster long-term success for our clients, ensuring their growth and prominence in the industry.I actively scouted and signed new talent, overseeing their artistic growth by providing guidance and feedback to refine their sound, enhance creativity, and develop a unique identity. Collaborating closely with artists, I translated their professional and personal goals into actionable plans, aligning their aspirations with their career trajectory.As the primary liaison between artists and external stakeholders, I negotiated favorable contracts and ensured adherence to all terms. My strong communication skills and deep industry knowledge allowed me to advocate effectively for our artists while maintaining productive relationships with record labels, publishers, and other key industry players.I managed the entire production process, from scheduling studio time to coordinating meetings and overseeing recording sessions. My involvement ensured that the production was seamless, aligned with the artist's vision, and resulted in high-quality music that resonated with their audience.I crafted and implemented comprehensive marketing and promotional strategies, focusing on brand development to create compelling images for our artists. This included graphic design, event planning, and strategic promotional campaigns that boosted visibility and engagement, helping artists connect with their target audience.I played a key role in planning and developing events that showcased our artists' talents and expanded their reach. My focus on brand development helped shape the aesthetic direction of their careers, ensuring that their public image and music aligned with their overall objectives.

As an Adjunct, I was instrumental in shaping students' educational journeys by developing and delivering a dynamic mixed-format curriculum that catered to both classroom and online learners. I covered a diverse range of subjects, including Communications, Leadership, Law, Business, College Math, Professional Skills, Accounting, and MS Office.We crafted and implemented a curriculum that was both engaging and aligned with students' career goals. By integrating real-world scenarios and practical applications into the coursework, we ensured that students not only absorbed theoretical knowledge but also gained practical skills essential for their professional success.My approach focused on inspiring and motivating students to reach their full potential. I designed lectures that were informative and interactive, creating an environment that encouraged student participation and critical thinking. To cater to different learning styles, I employed diverse teaching methods, including group projects and case studies, enhancing student engagement.A crucial aspect of my role was evaluating student performance through grading assignments, quizzes, and exams. I provided constructive feedback tailored to each student, helping them recognize their strengths and areas for improvement. My commitment to student success was evident in the personalized support I offered through office hours, online forums, and one-on-one mentoring.We emphasized the practical application of academic concepts. I incorporated industry-specific examples and invited guest speakers from relevant fields to bridge the gap between theory and practice. My focus was equipping students with the skills and knowledge needed to excel in their chosen careers, making them competitive in the job market.

As a key member of the leadership team, I drove performance and organizational development in the recruiting and admissions department, leading a successful turnaround.I oversaw daily operations and performance of the admissions team, identifying trends and areas for improvement. Through targeted coaching and training, I achieved a 40% year-over-year growth, resulting in the school’s largest and most prepared enrollment classes in four years.I collaborated with other departments to enhance student opportunities, satisfaction, and retention. I organized and executed campus events that increased lead generation, improved brand awareness, and strengthened community relations.I developed and delivered academic and study skills courses, enhancing student readiness and success. I introduced new technologies and tools to support applicants and current students, building a solid foundation for their education.I provided strategic leadership for admissions and marketing, aligning activities with the school’s mission and values. I developed strategic admission plans based on market analysis and coordinated with the Group Marketing Department to achieve enrollment targets.I created and implemented marketing plans, including PR, advertising, social media, and stakeholder engagement. I ensured branding consistency and marketed the school to target audiences for student recruitment and holiday programs.I managed media requests, developed press materials in English and Chinese, and identified media opportunities to promote the school. I maintained relationships with key media stakeholders, ensuring effective communication and positive coverage.I ensured compliance with recruitment policies, managed student enrollment, and kept accurate records. I led the admissions team in promoting the school, coordinating tours, demo lessons, and handling inquiries, contributing to a streamlined admissions process.

Utilized consultative selling techniques to drive business growth and achieve top performance. Responsibilities included but were not limited to:Identified and developed new sales opportunities within my territory through networking and cold calling. By defining prospects, scheduling appointments, and closing sales, I successfully navigated complex sales processes involving multiple decision-makers, demonstrating my ability to influence high-level executives.Maintained proficiency in our products and services, positioning our solutions effectively against competitors. I accurately assessed customer needs, provided strategic solutions, and delivered compelling sales presentations to align with their requirements. My efforts contributed to a strong client base and substantial sales growth.Created and executed a strategic business development plan, detailing the activities needed to achieve territory objectives. Staying informed on federal, state, and local funding options allowed me to tailor my approach and offer relevant solutions to clients.Conducted market research to identify new business opportunities and explored ways to enhance our presence in existing markets. I nurtured client relationships through ongoing support and development, ensuring their needs were met and fostering long-term loyalty.Managed projects efficiently and maintained accurate information and activity tracking in Salesforce.com. My responsibilities included client retention, business development planning, and cold-calling, all while executing our sales strategy to meet organizational goals and client expectations.I played a key role in mentoring team members, providing guidance and support to enhance their skills and performance. I facilitated cross-department collaboration to ensure alignment and efficiency in executing our business development and sales strategies. This collaborative approach fostered a cohesive team environment and drove collective success.

As a key member of the leadership team at an international college, I significantly enhanced organizational performance in sales and operations, focusing on team and organizational development, marketing, and strategic planning.I collaborated with stakeholders to implement performance improvement initiatives, leading to a 20-50% increase in profit margins. By revamping the sales strategy and training a high-performance team, I revitalized a struggling operation and achieved substantial growth.I led a growth campaign resulting in 485% year-over-year growth and generated over $12 million in new revenue. Managing a high-volume call center, I restructured operations to boost efficiency, cutting hold times and lead-contact processing by over 200%, thus reducing cost per enrollment (CPE) and cost per lead (CPL).I hired, trained, and developed a high-performing international admissions and student services team, focusing on team development and mentoring to enhance corporate morale and performance.I cultivated and managed over military and corporate partnerships, establishing strong relationships with organizations such as the Navy, Coast Guard, and Bank of America, which contributed to increased enrollment.Collaborated with the marketing and communications team, developed and executed recruitment plans and marketing strategies, including communication strategies for various stages of the admissions process. I also coordinated national trade shows and fairs, boosting brand presence and lead generation.I ensured compliance with local, state, and federal regulations for admissions operations and managed business plans and expenses. My leadership aligned objectives and plans with the college's mission and strategic goals, driving substantial growth and operational success.

Served on team tasked with boosting awareness of and strengthen the Capella brand while increasing sales and customer loyalty through relationship building. - Collaborated with business development team to implement highly successful ambassador programs and service strategic corporate partners that increased leads and sales.- Conducted interviews with process and team owners verifying accuracy of control descriptions and metrics and ensuring they are accurately documented.- Named as one of the top Enrollment Directors, exceeded performance goals by 15%+ and generating over $20 million in new business and residual revenue. - Received numerous awards for outstanding performance; including 2004 Rookie of the Year exceeding goal by 300% - Recognized for highest individual enrollment and highest team enrollment

Executive performance improvement role, developed/ managed projects and programs to increase individual, department and call center performance. Primary focus was on sales & leadership training, coaching, and performance improvement. - Facilitated new hire training, served as mentor and coach for call center team, managers and executive staff- Facilitated new customer interaction model for the call centers that ultimately resulted in 23%+ increase in sales and 97% satisfaction rating from participants- Teamed with senior management to design and develop comprehensive cross-functional coaching and training strategies and formed a strategic leadership and implementation team.- Increased employee satisfaction 40%+ in six months by creating an employee-management council and serving as liaison between the groups.