Manage legal market operations for outsourced business systems and administrative support in 4 cities that generated $10 million in revenue. (Chicago, St Louis, Kansas City and Minneapolis). • Supervise over 178 employees, including managers. Develop and control budgets for each account with a focus on meeting goals for P/L. Manage client relationships as high as the C-level. • Oversee implementation of equipment and staff. • Oversee Mail Operations, Copy Centers, Service Centers, Records Operations and Managed Print Services.• Ensure that staff, productivity, and quality meet each client’s goals for KPI and SLA. • Coordinate account expansion and addition of new service and staff. Interview and hire managers. • Focus on generating additional services for improved revenue.

Operations: Manage operations for outsourced business systems and administrative support in 3 cities (Philadelphia, Washington, DC, and Cleveland). Supervise over 100 employees, including managers. Develop and control budgets for each account with a focus on meeting goals for P/L. Manage client relationships as high as the C-level. Oversee implementation of equipment and staff. Ensure that staff, productivity, and quality meet each client’s goals for KPI and SLA. Coordinate account expansion and addition of new service and staff. Interview and hire managers. • Clients include law firms, universities, and Fortune 500 companies. • Reduced clients’ spending by identifying ways to improve efficiency. • Turned around an at-risk account by replacing staff and installing new equipment.

OPERATIONS MANAGER & NATIONAL ACCOUNT MANAGERDirected operations with a national account and 7 law firms located in Chicago for an outsourced business support firm specializing in technology and software. Managed a national account with offices in multiple cities. Instituted systems to track performance, using the principles of Six Sigma. Collaborate with Sales in assessing clients’ needs and present capabilities. • Reduced staff turnover to 5% by recognizing performance and promoting employees. • Improved client relations by enhancing communications with clients, ensuring contract terms/SLA and KPI were met. • Achieved a seamless transition of the firm’s largest account with limited service issues by carefully planning logistics for moving technology and retaining key staff. • Developed an understanding of legal document management systems and software.

Oversaw operations in a multi-state region with 350-400 employees that generated $20 million in revenue. Tracked P/L and regional budgets. Built and maintained relationships with VPs of Fortune 500 companies. Partnered with sales in developing strategy for business development. Supported Sales in developing new business. Proactively resolved escalated service issues, • Clients included Exxon Mobil, Bechtel, Goldman Sachs, and American Airlines. • Played a lead role in opening new accounts and remote locations in 15 cities, Chicago, San Francisco, Dallas, St. Louis, and Los Angeles. • Grew regional revenue 29% and profitability by 33%. • Reduced expenses in the region by $1.3 million. • Achieved highest profitability in the region during 2004 and 2009. • Reduced accidents 49% and improved hours missed due to accident by 32% by implementing Six Sigma programs. • Enhanced quality by introducing TQM initiatives • Promoted from positions as an Area Manager.