Elite Tape is a Master Specialty Tape Converter, stocking jumbo rolls of high quality specialty tapes from over 30 tape manufacturers in the United States and overseas.

Provides Sales, Marketing, PR and Communications services to independent businesses including website, social media and other digital service support and operations

* Closed contract, assembled and managed team of 8 that worked with Career Education Corporation to streamline operations leading to doubled conversion rates and the first double- digit student and revenue growth in the previous four years.* Closed contract, assembled and managed ten-person team that worked with The Pampered Chef to implement operations suggestions resulting in a new “Solution Center” putting the company in the position to save over $3 million in annual operating expenses and improving Consultant satisfaction on order resolution to an average of 8.9 on a 10-point scale and initial satisfaction with overall center improvements to an average of 8.2.* Closed contract and managed team of 5 that worked with The Pampered Chef to perform Operations Optimization feasibility study for their call centers.* Worked with Central Management Services Bureau in State of Illinois government, Springfield, IL to provide Telecom Rationalization review, recommendations and implementation support. Recommendations resulted in consolidation of call center operations to gain efficiency* Worked with SBC Ameritech to provide productivity analysis and recommendations for ISDN Center in Oak Brook and Wheaton, IL. Recommendations resulted in 40%+ improvement in attendance results and significant improvement in productivity with no additional headcount* Worked with SBC Ameritech to formulate well-received process and mechanization recommendations for reengineering Business Winback Center in Saginaw, MI. Due to strong results, project was expanded to include all 13 states in SBC territory. Worked with team to implement recommendations resulting in an ability to handle 150% growth in workload with no additional headcount

Founding partner in Engine, LLC, a consumer services and marketing company specializing in online customer acquisition. Structured relationships with preferred creative, digital media and call centers partners. Part of team launching Tridentity Shield, a BBB A-rated protection service that helps consumers mitigate credit, personal and medical fraud. Helped launch Engine Direct (www.enginedirect.com/business), a customer acquisition service for small to medium-sized institutions. Advisory clients include The New School University.

Team Management Systems (TMS) is recognized as the foremost integrated system of work based research proven assessments and feedback instruments worldwide. TMS approaches performance by focusing on key work functions, highlighted in their Types of Work Model, found to be critical to high performance. Applying the data generated from TMS assessments creates focused, meaningful, and value added activity to achieve the goals needed for organizational success. Know your strengths!

Owner of Company Handling the following for Clients including Career Education Corporation and The Pampered Chef:Call Center Operational Reviews and Audits Call Center Design and Engineering Process Development, Documentation, Implementation Project Management Call Center Management Order Entry and Fulfillment Design System Selection and Implementation, including RFP Development for: ACDs IVRs Workforce Schedulers Call Monitoring Systems Outbound Dialers Business Continuity/Disaster Recovery Planning Customized Reporting and Data Analysis Training Development and Delivery Customer Satisfaction ImprovementsSales Skills Assessments Credit and Collections Design Customer Retention Review, Design and Implementation of Back-Office Operations, Technical Support/Help Desks, Order Entry Groups and Product Support Organizations

Volunteer Position - Responsible for Documentation and Posting of Minutes for Public Village Meetings

* Developed processes, launched and managed Customer Support, Telemarketing and Billing Operations for a start-up high speed Internet services company headquartered in Chicago* Created an aggressive sales team that delivered $100,000 in annualized revenue per employee in three short months* Exceeded monthly customer satisfaction goals delivering a consistent 8.5 score on a 10-point scale * Experienced first hand the challenges of a dot-com. Lessons learned are invaluable

* Built a Customer Service, Telemarketing, Billing and Collections team for one of the nation’s first competitive cable television companies. The center became a “best of breed” center for all of Ameritech * Managed a budget in excess of $30 million and 270 people supporting growth in company revenue from $0 to $100 million and customers from 0 to 300,000 in five years* Delivered customer satisfaction scores with 70% of our customers consistently rating us 9 or 10 on a 10-point scale* Nominated for the prestigious Chairman’s Award, Ameritech’s highest level of recognition, for contributions to the development and leadership of the Customer Service organization* Managed Marketing team responsible for the addition of 20,000+ new customers over nine months using creativity, strategic planning and execution* Achieved the top overall score among 15 companies in the J.D. Power & Associates Cable/Satellite TV Customer Satisfaction Study in the first year surveyed