Responsible for all aspects of the Customer Care Department & Remote Management Center● Management and accountability for Validations, Preferred Parker, Monthly Accounts, Invoicing, Government Contracts, Parking Credentials, Permit Express, Permit Elimination Program, Systems Administration, Refund & Close Account Program, Call Quality Programs, Rewards Programs, Customer Care Associates, Customer Care Managers, Escalation Specialists, Website Development and Design of Customer Care Online Self-Help Service Center, Corporate Training and Development, Operating Procedures, Policies, and Procedure Development, Corporate P&L and Budget Management of multiple departmental budgets, Attrition Management, Revenue System Development, Revenue System Maintenance Management of Project Managers in relation to Customer Care, Sales & Marketing efforts, Interviews, Hiring, Training, Onboard Process, Quarterly Performance Reviews, Performance Improvement Plans, Telephony Systems, Auto Attendant, VOIP, Telephony IVR, Strategic Accounts, Customer Escalations, New Program Development and Launch Plans ● Re-brand marketing plan for Customer Care Department launched internally and externally ● Customer support for +280 parking facilities and incoming customer traffic ● Manage and train Customer Care Associates ● Develop new policies and procedures for the call center and overall vision of Customer Care ● Launched and integrated +10 critical initiatives within the first 15 months ● Responsibility for e-newsletters, outbound marketing materials to include welcome packets and outbound customer communications ● Responsible for Off-site Customer Care Team in multiple parking locations● Parking credential remote management ● Aligned and works closely with Corporate Leadership & Executive Operational Team

Accountable for all aspects of Corporate Sales & Marketing Divisions ● Managed 6 different product lines; selling to all major retailers in the U.S. & International ● Hired, trained and developed over 200 internal and external sales representatives● Built world class sales organization● Created marketing materials to include sales manuals, sell sheets, trade show pamphlets, public relation packets ● Developed website from inception on limited budget ● Hard launched 5-10 new products annually ● Distributed new product specifications to media outlets ● Handled catalog sales and shipping requirements ● Created a B2C model to ship product individually to the end-user ● Increased overall corporate sales 25% each year ● Negotiated and executed hundreds of major retailer contracts ● Managed and responsible for over 5000 customer accounts ● Worked with retailers: Wal-Mart, Kmart, Sears, JCPenney, Bed, Bath & Beyond, Babies R Us, Baby Depot, Tractor Supply, CVS, Lowes, Walgreens, Toys R Us, Target, Amazon.com, Fred Meyer, Annas Linens, Meijer, Menards, International Accounts and many others. ● Directed the Research & Development Team ● Handles all new product packaging and specifications ● Responsible for corporate technologies (Customer Relationship Management System CRM, Online Product Resource Center & Library, Vendor Portal Systems, Corporate Website, Email Management Systems) ● Created all corporate technologies from inception● Established best practices and wrote intensive policies and procedures● Quarterly presentations to the Board of Directors ● Physically traveled to make sales presentations to potential customers and current customers ● Set up, organized, and directed all operations relating to Industry Trade Shows ● Attended (4) National Trade Shows annually ● Defined strategies for International Sales ● Built strong partnerships and long term relationship

Responsible for the build-out of the Kmart.com customer service network which included e-commerce store, Free ISP, Physical Stores, and partner programs. ● Managed partnership programs that required integration including Kmart Store Operations, Kathy Ireland Apparel, Kodak, Nickelodeon, Martha Stewart, Hickory Farms, Global Sports, LG International, Sesame Street, and many others.● Directed over 8,000 customer service associates along with executive management staff, product ambassadors, escalation team, and special handling team. ● Hired, trained, appraised staff effectively. Took corrective action as needed. 25 Direct Reports each given an annual performance review. ● Managed Customer Care facilities in Ohio, Florida, Texas, Oklahoma, Minnesota, India, and Costa Rica ● Created telecommute (home-based) customer service program -Work from Home● Lead strategic planning, process improvement, and problem resolutions ● Established procedures for cost control, quality, and on-time resolutions ● Lead contact for FTC, Attorney General, Better Business Bureau, and other official agencies. ● Reviewed and authorized all expenditures and managed a multi-million dollar budget which included multiple GL and cost center accounts with P & L Responsibility ● Developed a CSA certification program by functional track● Approved all new customer care technology (Chat, Voice Over IP, IVR, CRM, Kana, etc...) ● A developed new policy and procedure manual for internal CSA staff ● Responsible for incentive programs ● Managed Quality Assurance Team ● Implemented new customer care tools and determined new functionalities needed ● Represented Kmart.com in public speaking engagements● Overhaul and review of the Kmart Overall Corporate Customer Service Experience. Created an extensive RFI and RFP packet, interviewed and toured the facilities of some of the world's largest call center operations. Physically visited (7) locations in a 6 month period.

● Guided Wal-Mart Stores in the development of their Internet website www.Walmart.com. Exclusively worked on the Wal-Mart Online project for (4) years. ● Represented 34 catalog fulfillment vendors and one customer service provider to the Wal-Mart Corporation. Five of these vendors were NASDAQ traded with sales over $1 billion annually. ● Engaged in a long term customer service agreement on behalf of Wal-Mart.com ● Wrote and conducted in-depth RFI & RFP process in customer service area ● Negotiated and engaged into long-term complex broker agreements with all 34 vendors. ● Implemented and managed all aspects of placing individual products onto the Wal-Mart.com website. This included: locating quality vendors, incorporating over 10,000 products into the Wal-Mart web store, touring potential vendor facilities, helped vendors through the Wal-Mart vendor and approval process, trained vendors on all aspects of doing business with Wal-Mart, negotiated pricing for products to insure competitive pricing, managed product photo shoots, assigned UPC numbers and wrote all product descriptions, trained vendors on specifications for data submissions, created online categories and cross merchandising, monitored vendor shipping and performance records. ● Analyzed Internet and kiosk developments on competing sites ● Provided Wal-Mart with marketing initiatives for Internet operations throughout their 3300 physical stores ● Worked closely with Wal-Mart Store Buyers