• Provide leadership in a 400+ person inbound support center of tax and accounting software• Direct reports include Supervisors and team members from Technical Support Team, Workforce Management Team, Quality Monitoring Team and Internal Training Team who provide telephone, chat and e-mail support for tax and accounting products, as well as ancillary products• Develop and monitor support center KPI’s• Provide statistical data to Executive Management on all support center KPI’s• Responsible for administrating, maintaining and updating our call center software – Interaction Center• Increased the current Tech Support staff to greater than 90% A+ certified technician’s • Develop and maintain the annual budget for The CCH SFS Technical Support Department and the training budget for the whole Customer Care DepartmentAccomplishments• Implemented CHAT into the regular support operations• Contract negotiations and implementation of a new Knowledge Base tool (Right NOW)• Participated in contract negotiations for a phone system upgrade to the latest Avaya software• Elected to the Presidential Cabinet for recognition as one who encourages, serves, and promotes the departments growth, and technological advancement by thinking outside of the box and bringing new ideas and solutions to the department • Increased product testing in house and reduced number of defects being delivered to customers• Improved relationships with banking partners• Decreased the amount of time to build a deliverable by 25% by implementing checklists and procedures to reduce errors and rework• Developed a forms database and improved efficiency of delivering forms to Development

• Supervised the Bank Products Team in all day to day activities• Liaison between CCH Small Firm Services (Universal Tax Systems) and all Banking Partners• Main point of contact for in-house personnel with Bank Product related questions/problems• Lead the implementation of Bank Products in the TaxWise software• Developed internal test procedures to meet all Bank Specifications• Implemented policies and procedures to ensure success of product• Wrote requirement documents• Coordinate and implement new projects as needed• Worked with bank personnel to gather financial data and analyze as needed for Executive Management• Developed and maintained annual budget for Bank Products Department

• Responsible for creating TaxWise installation and file management• Proficient with InstallShield• Used Delphi to program internal tools• Coordinated testing of installs with Quality Assurance Team• Liaison between Customer Service and Development• Provided support to select group(s) of customers

• Responsible for implementing testing controls for all TaxWise components and internal tools• Responsible for creating TaxWise installation and file management• Managed defect tracking utility• Responsible for State installations and delivery of product

• Created and maintained installation scripts• Created and maintained database of forms by provider and delivered forms to developers and modified/created as necessary