Utilize core competencies in the areas of: change management, facilitation, influencing and relationship building, to effect successful completion of respective clients’ strategic projects and programs. Exhibit behavioral flexibility. Adapt by modifying approach and performance as the situation requires. Understand the strategic significance and interrelationship of projects within the clients’ organizations. Excel in situations where goals or process to achieve those goals are nebulous. Clients include: ADP, AIG, The Oatland Group, HySky Communications and ACS/Xerox.Key Accomplishments: • Led assessment/analysis of poorly performing customer service/account management call center. Developed and implemented innovative, short-term, market focused solution including offshore support. Met or exceeded client-based metrics and eliminated PUC complaints while increasing customer satisfaction and client revenues. Reduced call abandonment rates by 92% within six months.• Directed multi-pronged approach to address organizational shortfalls driven by corporate actions. Implemented third party/other LOB/outsourcing solutions as remedy. Reduced expenses by $1.2M, resolved PUC actions, improved performance, increased business and protected $105M revenue stream.• Assumed responsibility for a failing $450M information technology project. Assessed and repaired a dysfunctional client relationship by transforming the organization into a cohesive team. Cemented relationship with client and avoided significant liquidated damages by implementing the complex solution ahead of schedule.

I transitioned from a consulting capacity to an ADP full time project management position. My focus was on educating and implementing project management expertise across the Finance Operations organization. Specific areas of concentration and knowledge transfer were: Data Capture and Analytics, Human Captial Management and Governance.

I provided business consulting expertise to market leading, Fortune 1000 clients. Areas of focus were: Change Management, Market Development, Business Development, Market Assessment, Business Transition and Project Management.

I developed and executed critical solutions to remedy poor performance across a number of State and Local Government entities. Re-engineered failing non-compliant, electronic toll violations processing center. Implemented third party, outsourcing solutions to address organizational shortfalls. Developed innovative market focused solutions for customer service and account management call centers. Increased customer satisfaction and reduced call abandonment rates by 92% in 6 months.