Scholarship America is a nonprofit with the mission to mobilize America through scholarships and other educational assistance programs to make postsecondary success possible for all. I lead a team of sales and client management professionals as we develop, build and grow new strategic partnerships to support clients' needs through solution selling. I am responsible for incentive plan development, performance measurement and account planning for B2B clients with a focus on continuous improvement.

Artful Leaders is an executive coaching, training and consulting firm dedicated to helping leaders and teams improve their skills so they can achieve greater success.

InsideTrack provides student retention solutions for universities across the country. I was responsible for creating strategy and identify opportunities to execute ongoing client renewals and expansions (data driven decisions) for million dollar plus contracts. Provide leadership and direction to multiple teams in multiple locations, within highly matrix organization to ensure positive client experience. Guide managers to establish appropriate staffing levels and service delivery models in order to meet the client’s expectations and hit gross margin goals.

Key leader on Capella's Experience Team. Led a team of over 300 employees in eight functional areas--within multiple inbound and outbound call centers. Accountable for driving results within a highly competitive industry to ensure company revenue goals are met and superior customer experience is provided. Set enrollment and revenue forecasts and proactively analyze revenue drivers, identifying implications and direct action plans as needed. Coach and mentor managers to ensure consistent service delivery in full compliance with all federal, state and company policies/regulations. Partner with Marketing to develop the lead generation strategy.

Recruit and coach top-performing management team, expanding the team size from 70 to 145 advisors (account managers) over a 2 year period. Create and establish aggressive metrics and a quality measurement program. Implement initiatives focused on improving student acquisition and retention while maintaining a rich corporate culture and superior customer experience. Develop and implement departmental process improvements and evolutions to ensure scalability.

Design and implement a new Customer Support and Advising model for department in order to improve service, increase persistence and reduce cost. Introduced call coaching program to improve quality of team performance when interacting with customers. Responsible for sales forecasts based upon performance metrics, team capabilities, and current market conditions. Provide weekly reports to senior managers, and provide insights and advice on sales activities, projections, and performance.

Develop operational and sales plans to accomplish company profit goals and initiatives. Manage 5 Enrollment Supervisors to ensure a highly proficient team of 40+ Enrollment Reps in order to facilitate new and repeat business goals. Ensure team members possess strong sales, product knowledge, and customer service skills to ensure superior customer experience. Create and implement a consultative sales model for Enrollment Reps. Exceeded quarterly team sales goals between 110-140%.

Led the development of a company-wide customer experience model. Responsible for the creation, training and implementation of the model and resulting quality measurement program. Successful advances in quality with 49% increase in items identified as improving the quality of customer experience in first two quarters.

Achieved inside sales opportunities, and guided prospective students through the entire enrollment process. Other duties focused on strategic selling, tactic creation, and new hire mentoring and training. Company recognition for outstanding performance and display of values. Coached new team members on product knowledge and consultative sales skills. Ranked #1 on an 12-member team, and delivered 175% of sales quota.