Many business owners / entrepreneurs are stuck or know their business should be enabling them to live more fully. I serve as a business coach & mentor, challenging their thinking & acting. My role is to enable my clients to achieve significantly more than they could on their own. This happens through awareness, education, insights, & accountability. I offer breadth & depth in strategic planning, tactical execution, visioning, communications, branding, talent development, process improvement, systems implementation, time management, and the like. Functional areas include branding, marketing, sales, customer service, fulfillment, operations, HR, IT, finance, and the like.The best is now! Invest in yourself & your business today.

Business Coaching for small business owners with revenues up to $30mm annually. While we have proven systems & methodologies, my approach is situational & customized to the individual owner. I understand what it takes to be relevant in today's market & help owners maximize their potential. As a proven business owner, leader and coach, I work with business owners to establish real growth plans and execute upon them for success.Group Coaching for various business owners - programs, dates/times vary.Business Partner is a team of professionals who provide efficient & effective means of marketing/promoting and branding for small, mid-size and large companies, as well as school PTA organizations and non-profits. Business Partner of Richmond specializes in the following services and products:-Marketing Coach-Promotional items & gifts-Tradeshow exhibits and booths-Graphic design (logos, websites, collateral, shirts, etc.)-Logo Apparel - including uniforms, golf/polo shirts, dress shirts, hats, jackets, coats, bags, etc.-Quality Screen-Printing and Embroidering-Large & small banners-Outdoor Marketing-Signage - including vehicle graphics-Printing, including four-color processing (business cards, flyers, post cards, brochures, etc.) & mailing services

Customer Experience EngineeringWe specialize in building next generation customer experiences.We believe that many organizations are missing out on game-changing possibilities. Our calling is to build captivating experiences that upend the status quo and transform how your people, technology, and messaging engage and serve your customers.The byproducts of customer experience engineering are increased revenues and market share, and customers that become raving fans.How Do We Do It?We provide an objective mirror to organizations to assess where they are, we show them the potential for where they could be next, and then we help them get there.www.ImagiNextcx.com

Vice-President Contact Center Operations• Led 350+ Loan Consultants in multi-site contact centers offering education finance sales and service• Managed diverse group of directors, business analysts, vendor managers, staffing managers and senior managers responsible for producing $3 billion in annual volume of Federal and Private Consolidation of student loans with $24 million annual budget• Formulated business growth strategies utilizing multiple channels, including direct-mail, telemarketing, e-commerce, campus events, etc.• Designed and implemented new sales team compensation plan, and successful sourcing solutionsEnterprise Technology Management and MIS• Developed business cases and plans to invest and build out infrastructure to support growth of business• Developed plans and methodologies to reach level 5 of CMM (Capability Maturity Model)• Led IT team in design and implementation of relational database to provide marketing and operations with critical data, reporting and analysis capabilities

Identified, sold & implemented business solutions to Fortune 1,000 and growing organizations• Packaged and sold business management, integration and implementation consulting services to Fortune 1,000 clients; designed marketing campaigns and collateral focused on demand generation and business development• Built practice to support alliance partner(s) product delivery; led consultants, senior consultants and managers in implementation of strategic partner’s e-business products for Global 2,000 clients• Coached, developed and directed team of Knowledge Engineers, User Experience Architects, Project Managers, Web Developers, Testers and Technical Services Specialists to deliver stellar results for clients• Consulted Fortune 1,000 clients on varying business strategies, practices and technologies• Generated new business leads, responded to RFP’s, constructed proposals and assimilated teams to sell services to various clients• Managed the program office for a Fortune 50 client - implemented a $24 million global CRM (Customer Relationship Management) solution

America One Communications – Cell Phone Business• Managed professional call center support team in Richmond & Tampa dedicated to America One Communications subsidiary with focus on call forecasting, staffing strategies & scheduling, establishing & meeting service levels, increasing revenues, decreasing costs, improving operational processes & reducing customer attrition• Consulted internally with executive team to grow customers & revenuesCredit Card Business• Managed Call Center Operations team of 16 professionals (Business Analysts, Project Managers, Systems Specialists and MIS Specialists) across three geographical sites to support new strategies & growth• Responsible for all domestic card call centers Intelligent Call Routing management, IVR/VRU application design & implementation, skill based routing, expense management, revenue enhancements, process improvements, vendor relations management, capacity planning, facility and disaster recovery planning• Led cross-functional executive team in the integration of various call centers in areas of business processes, IT project and resource prioritization, staffing, voice processing/telephony and call routing, CTI, vendor selection processes, user requirements and documentation, etc.• Consulted various internal start-up operations (GO – Growth Opportunities) designed to test new products and services with rapid ROI• Partnered with Marketing & Analysis to create marketing solutions that generated in excess of $33mm in annual revenues by selling the right products to the right customers• Managed vendor relations and negotiated rate reductions, such as long distance usage rates resulting in more than $360,000 expense reductions• Developed and managed operations infrastructure projects to support massive growth & new business strategies• Led efforts between customer service & marketing to test & analyze solicitations with objective of growing assets• Managed Customer Service budget of $14 million