• Plans, organizes, oversees and executes marketing, advertising, branding support, public relations activities, customer service actives, as well as all community outreach functions.• Assists customers to ensure the safe, courteous, and on-time transportation of SARTA passengers on both fixed route and paratransit.• Collaborates on strategy & program development with government agencies and community partners to provide effective transit service.• Participates in preparation and administration & monitor and control expenditures of a budget of over $1.8 million.• Leads a staff of 14, including Marketing, Outreach and Customer Services personnel

• Developed and maintained inter agency partnerships to facilitate implementation of county transportation goals and priorities.• Planed, organized, directed and supervised community outreach efforts, special events and campaigns to promote SARTA activities and increase use of service.• Directed the production of the SARTA's internal and external publications.• Developed department-wide goals, objectives, policies and procedures• Participated in preparation and administration & monitor and control expenditures of a budget of over $800, 000.• Leaded nationally known Travel Training program. • Oversaw the development of SARTA's Transit Development Plan.• Leaded a staff of 5, including Marketing Manager, Contract Administrator and Outreach Specialists

• Helped create, expand and maintain contracts including SarahCare, DD Board, and Job & Family Services generating thousands in new revenue.• Created efficiencies by working with internal departments which resulted in successful implementation of SARTA contracts.• Designed and utilize an escalation process which results in efficient and effective resolutions of contract issues.• Built contract services intake process which produces accurate set up of contract client accounts.• Started training for contract services agencies & clients which aids in a smooth transition to SARTA’s services.• Initiated a formal feedback process between contract partner agencies and SARTA which results in a more productive working relationship.• Implemented filling process which ensures that SARTA is in compliance with all policies related to the DD Board contract.• Devised a system to ensure that DD Board Medicaid billing is accurate which ensures that SARTA receives payment for services rendered.• Partnered with agencies in the community to educate Stark County residents on SARTA services which helped SARTA reach a ridership record in 2014.

• Design, implement, promote and conduct activities related to SARTA's Travel Training program by leading individual and group training sessions as well as community outreach workshops and presentations.

• Evaluated risk associated with various types of business which ensured that all renewals, reinstatements and new business were in line with the company’s business model.

• Developed Business Analyst position which resulted in detailed, specific access to high level high risk systems and a structured certification process to verify the access met audit requirements for segregation of duties.• Established and maintained Role Based Access for 12 departments which ensured segregation of duties and no audit recommendations to high risk systems. • Successfully executed procedures for internal security system administration which decreased internal audit issues. • Devised method to administer recertifications that was used as a model by internal audit for departments creating recertification processes.• Created and applied training for application system administrators which improved efficiencies.• Scripted and rolled out training plan for back-up Role Based Administers which resulted in maintaining accurate system access. • Aided in National City Risk Management integration in transition to PNC which resulted in preservation of established level of system access integrity.• Formulated and implemented detailed plan to answer audit concerns for internal department which resulted in elimination of audit recommendations.

• Lead project that created performance expectations for all department functions which resulted in raised employee efficiencies.• Managed multiple vendors and facilitated vendor communication meeting with resulted in successfully implementation of multiple high level company projects.• Aided in integration of National City’s Item Processing Departments in Providence Bank and Wayne Banc acquisitions which resulted in maintenance of critical deadlines and established quality goals.• Created and rolled out an employee training plan for changes in incentive pay structure which minimize the risk of turnover and improved the quality of work produced.• Spearheaded consolidation of Akron Proof to Cleveland Proof which resulted in upholding Item Capture Control critical deadline. • Mainstreamed error tracking codes and created definitions to ensure accuracy in tracking errors which ensured effect solutions were created to eliminate issues.• Facilitated study of critical process volume to help internal department understand expenditures and better budge future expenditures.• Managed staff of multiple production supervisors and team leads supporting between 15-50 production employees on multiple shifts at multiple locations.• Designed and administer an employee empowerment training program on The Fish Philosophy which resulted in improved morale, improve teamwork and decrease in turnover.

• Managed staff of 10 production employees at 4 different sites on 3 different shifts. Developed corporate disaster recovery plan for the department.

• Managed projects that led to improved quality, maximized efficiencies and improved team work while managing a staff of 5 production employees.