American Innotek is a manufacturer of personal lavatory systems and custom thermoformed products and assemblies.Brief Relief personal lavatory products are used by the mobile workforce of gas, electric, water and telephone utilities, wind power, solar power and construction companies. Organizations like FEMA, the military, police and fire departments and emergency services depend upon Brief Relief daily. RESTOP provides the same types of products to campers, hikers, pilots, boaters, other consumers and families on the go. Brief Relief and RESTOP products support better health & safety and a cleaner environment. Tru-Form Plastics, An InterTrade Industries Company, is a custom manufacturer of vacuum and pressure thermoformed products such as face shields (PPE), medical device packing, medical equipment enclosures, aircraft interiors, and products for defense contractors, automobile companies and more. Tru-Form Plastics assists customers from product concept & prototype development to low to high-volume production and delivery. Short lead times and lower costs than injection molding make Tru-Form a cost-effective solution for many companies or individuals in need of custom designed, plastic parts and assemblies.

APAC Customer Services, Inc., an EGS Company, is a leading provider of customer care services and solutions for market leaders in telecommunications, healthcare, financial services, business services, publishing, travel and entertainment industries. I was responsible for growing the telecommunications vertical and chosen to manage strategic wireless mobility clients. Within 8 months of joining APAC, I was given expanded operations leadership and client relationship responsibility for the AT&T strategic account. I reported to the Senior Vice President of Operations, North America and also to the Global Vice President of Client Solutions. The General Manager and Service delivery Manager reported to me to drive the ongoing enhancement of the customer experience, upgrade the operations leadership talent, and improve recruiting & training. I collaborated with the Regional Vice President of Operations and had shared responsibility for managing the P&L for the AT&T Mobility operations in North America. I was also responsible for improving the the P&L performance of the AT&T business internationally. The Global VP selected me to the client solutions lead of the international expansion of Verizon wireless.

RADWorks, The Radiology Solutions Company, is a provider of radiology equipment (digital x-ray, ultrasound, CT, CT injectors, MRI), PACS and warranty services. RADWorks customers include community hospitals, imaging centers, and doctor's offices. Sought out by the President to develop business strategies and operating plans to grow market share and improve profitability of this start up organization. I was responsible for marketing, business development, operations and finance. • Previously known as OfficeMED Solutions, the company name did not effectively convey radiology equipment. OfficeMED Solutions was re-launched as RADWorks to clarify market position as a radiology company, and market advantages in radiology equipment and services.

Kontron is a €450M global leader in embedded computing technology listed on the German TecDAX stock exchanges under the symbol “KBC”. • I was retained by Kontron after their acquisition of AP Labs to help lead the post-merger integration and ensure achievement of earn out goals. Facilitated meetings to report progress of the integration activities to the COO and Vice Chairman of Kontron AG, and the Vice President of Sales, for Kontron America.• Orchestrated all communications with major accounts during due diligence. Coordinated corporate communications with customers after the sale of AP Labs and articulated the benefits of the business combination. Diplomatically handled delicate conversations with key customers and assured major accounts that AP Labs talent and business practices were being retained following the acquisition. • Effectively communicated the progress of key post-merger integration initiatives to AP Labs and Kontron employees prior to the move to the Kontron facility. For example, the reconfiguration of engineering labs and production facilities, the construction of new offices, and transition of contracts to Kontron. • Successfully transitioned all commercial contracts and finalized the novation of valuable government contracts from AP Labs, Inc. to Kontron America without disruption to revenue and profitability growth trajectory. • Provided leadership and support to program managers to meet critical path deadlines and on-time delivery to exceed earn out targets in the 12 months following the sale of AP Labs.

AP Labs, Inc. is a $25M designer and manufacturer of rugged and real-time customized systems and computer enclosures, and high performance data acquisition systems for defense and high end commercial applications. Products include rugged enclosures, rugged systems, real-time systems.I was a member of the AP Labs, Inc. board of directors from 2008 until the successful sale of the company in 2010. Collaborated with the management team to develop the long-range strategic plan. Recruited by the President in 2009 to lead the marketing, sales, and customer service teams, orchestrate M&A activities and implement lean enterprise solutions. I partnered with the VP, Controller to lead the company while the president was on a 12 week medical leave to recuperate from surgery. • Developed the long-range strategic plan with strategic imperatives and tactical initiatives for market share growth and profitability improvement. • Initiated plan to train and certify the AP Labs leadership team on Lean enterprise solutions (LES). • Championed cross-functional teams to map each critical value stream. Each team was responsible for recommending and implementing process improvements to eliminate waste and improve turnaround time. • Packaged and presented AP Labs capabilities, competitive advantages and results to potential buyers including the chairman and vice chairman of Kontron AG. The presentation to Kontron resulted in a letter of intent to acquire the company followed by the highly profitable sale of AP Labs. • Retained by Kontron following their acquisition of AP Labs for post-merger integration and to drive achievement of earn out goals.

Selected by the VP and GM to head customer lifecycle marketing. Tasked with organization-wide leadership for the top company imperative to improve customer loyalty and reduce cancellations. Responsible for improving the customer experience in AT&T Mobility's Greater Los Angeles market in 134 AT&T company owned retail stores, 243 authorized agent locations, and 633 national retail stores. I led cross-functional teams to retain customers in AT&T's largest market with over four million customers and $3B in revenue. • Collaborated with the directors of sales to develop and implement "voice of the customer" initiatives in all sales touch-points to improve the customer experience and reduce churn in retail AT&T stores, indirect agents and national retailers. • Trained over 1000 sales managers and representatives on the net promoter score (NPS) and sales wrap up processes to reduce the top causes of customer dissatisfaction within 30 days of activation. Coached managers and agents in 102 poor performing retail locations to acceptable results. Reduced indirect retail churn by 9% in the first year with system controls, training and implementing NPS. • Partnered with the VP of Network engineering to measure the impact of the UMTS 850 overlay pilot on customer churn. Trained sales people to effectively communicate the network improvements to customers. • Reduced customer cancellations by 78,000 and retained $5M in annualized revenue 2009 versus 2008 through network enhancements and improved customer experience.• Improved net promoter scores in the LA market from 50% to 64% within 1 year and elevated the Greater Los Angeles Market NPS ranking from worst to first nationally. • Increased customer satisfaction with sales representatives from 60% to 78% within 1 year.• Developed retention offers customized for the Los Angeles market and partnered with the customer retention teams to master the offers and execute aggressive customer retention tactics.

Cingular Wireless acquired AT&T Wireless for $41 billion in 2004. The acquisition made Cingular the largest US wireless provider with over 46 million subscribers. I was retained by Cingular after the 2004 AT&T acquisition to lead call center operations in California and Hawaii providing nationwide sales support for Cingular retail sales stores and authorized dealer locations while activating new customers. Before the acquisition was approved, I was selected to co-lead the successful integration of credit and activations systems and functions between AT&T and Cingular. The project was executed smoothly with minimal disruption. After the integration, I continued to lead a team of over 300 people responsible for resolving application exceptions and providing other sales support.• Led a pilot program that activated previously denied sub-prime customers profitably. The pilot was successful adding $7.2M revenue while meeting profitability thresholds and was rolled out nationally. • Piloted & implemented the Matricula Consular ID to increase activations from high ARPU and low churn Hispanic subscribers.• Reduced staff by 125 people and cut operational expenses by over $8 million while improving service and throughput.• Recognized as a “thought leader” with the best overall performing center in the functional organization.

Tapped by the Regional Vice President to lead three activation centers with 347 employees and $20 million operating budget supporting all sales channels in Western region after AT&T Wireless acquired LA Cellular. I built the new account services team from ground up and created a culture that valued performance management, customer service, and operational excellence. I cultivated partnerships with marketing and sales distribution channels to better penetrate multi-cultural segments, activate and retain valued customers.• Saved $5.3M in NPV expenses by reassigning people in a center consolidation, reversing a costly layoff and severance strategy.• Conceived and drove a pilot program adding $7.2M revenue that was rolled out nationally.• Transformed new account services into a selling organization that exceeded revenue targets.

Los Angeles Cellular Telephone Co. was a partnership of BellSouth and AT&T Wireless and a competitor of PacTel Cellular for the mobile-phone market in Los Angeles, Orange, Riverside, Ventura and San Bernardino counties. In fewer than 10 years, the company grew from under 100,000 subscribers to over 1 million. Led 290 employees in sales support, financial services, service centers and distribution for this ultra-rapid-growth company. Responsible for delivering continuously improved results within a $22M operating budget. Led three cross-functional teams using Deming statistical process improvement methods to increase throughput while reducing costs.• Reduced expenses of the rapidly growing entity by over $3M through process improvement and cost control.• Selected by AT&T Wireless as top talent to be retained after acquisition; received retention stock options.

Promoted to Director based on my innovative leadership and outstanding performance in my prior role. Cellular industry fraud expert quoted in the LA Times and interviewed on NBC Nightly news, international news segments, and several other local news channels. • Implemented authentication and other solutions to reduce fraud credits by 95% saving $26M• Presented evidence and loss data to initiate the prosecution of 1,100 counterfeiters.• Lowered investigative staff by 40%, saving $1.2M in annual operating expenses.

Chosen for newly created role. Hired and led a team of 135 people responsible for stemming cloning fraud, which was the largest cause of customer cancellations and a major public relations challenge. Asked by the CFO and Vice President of Customer Service to develop and implement a comprehensive strategy for managing cellular fraud and assist with the public relations on wireless fraud solutions.• Developed a comprehensive strategy for managing cellular fraud from cloned phones.• Implemented radio frequency fingerprinting solution to cut cloning fraud in half. • Developed partnerships with the US Secret service, FBI and local law enforcement and prosecutors to assist in the arrest and prosecution of counterfeiters.

Responsible for all financial reporting, regulatory and tax compliance. Managed ten accountants. • Automated accounting processes for direct sales channels and retail stores.• Maintained perfect on time performance for monthly financial close deadlines.

Consultative role reporting to the President and Partners of Lin Broadcasting and Bell South. Responsible for operational reviews, recommending and implementing process improvements.

Prestolite Electric, Inc. $250M Global manufacturer of alternators, starters and electrical equipment.Responsible for monthly variance analysis of division results versus plan, annual budget and ad hoc reporting.

Grant Thornton LLP is one of the world’s leading organizations of independent audit, tax and advisory firms. Grant Thornton has revenue in excess of $1.3 billion and operates 58 offices across the United States with more than 500 partners and 6,000 employees.Auditor for a variety of financial and compliance engagements. Developed management recommendations for large and medium sized clients