Higher One, a financial services company for higher education, provides banking and payment delivery solutions for colleges, universities and campus communities. Listed as #12 on Entrepenuer Hot 100 in 2008 and as #85 on Inc. 500 in 2007. Also recognized by Deloitte & Touche in 2006 as Rising Star.

Built a strong, well-balanced training team based in remote call centers throughout the U.S. Hired, trained, and developed trainers, increasing client satisfaction and quality for the 2,000+ customer service division. Developed training for customer service and billing call centers in a rapidly changing environment, including the design and maintenance of intranet knowledge based web-site, reference resources, and daily communications to customer service division. Redesigned processes and procedures as member of cross-functional team. Contributor and Subject Matter Expert on various integration and application improvement projects in a rapidly changing environment integrating DHL and Airborne Express. Hosted a weekly webinar to insure customer service management nationwide was aware of upcoming changes prior to general release of the communication

Managed an inbound call center with 80+ union employees. Call center answered daily call volume of 7,000 calls. Consolidated two call centers resulting in lower costs. Managed the construction, planning, hiring, training, forecasting, monitoring, staffing, quality assurance, performance appraisals, labor relations, coaching and development for call center. Improved customer satisfaction by developing and implementing policies, process, and procedures. Supported retention efforts resulting in retaining major corporations, such as IBM and Pepsi

Managed an inbound union Call Center with a team of 40+ employees. Call Center handled average daily call volume of approximately 3,000 calls.

Supervised staff of 60 consisting of union workforce (clerical and driver).

Managed staff of 15 employees and 35 contract employees.

Directed the distribution of freight impacted by gross or bulk situations on the aircraft into and out of the Airborne Express main sort facility. Implemented and directed flight contingency plans resulting from adverse operating conditions caused by weather and mechanical problems. Staff of 5 created reports used by top executives.