Provide leadership to achieve the fullest attainment of the mission statement of Blessed Trinity Catholic High School. Responsibilities include managing Catholic identity, vision, mission and philosophy, finances, development and fundraising efforts, care of the physical facilities, marketing, public information, and maintenance of positive relations with the full Blessed Trinity Community. Furthermore, responsibilities delve deeper into ensuring sufficient resources, sound fiscal management and the long-term financial stability of the school through direct oversight of the business operations, advancement/ development/fundraising, marketing, alumni and community relations, student recruitmentand enrollment management activities.

I have responsibilities over policy, fiscal guidance and strategic direction as a member of the Board of Directors to American Rescue Associates (ARA). ARA is delivering end-to-end digital solutions for managing critical health records. Operating at the center of government, industry, nonprofits, and technology, American Rescue Associates makes it possible to obtain, store and transmit critical health records from any smart device. The secure, HIPAA compliant, SaaS-based platform enables individuals and organizations to streamline the collection and sharing of critical health records. Currently, in partnership with emergency preparedness and response and public health experts, ARA is developing long-awaited mobile and cloud-based solutions. The creation of highly portable, secure emergency medical profiles from an individual’s cell phone or any smart device is the core product that will ensure that individuals and families are able to share on a permissioned basis their geolocation and potentially life-saving medical information whenever and wherever it is needed.

Trusted Advisor to Sobo.ai portfolio of clients. Sobo delivers on the promise of AI by supporting business owners to build more profitable companies. Leverage AI-assisted actionable insights and provide proactive data analytics to transform customer experiences for business success in growth, saving cost, and retaining customers. I employ my unique combination of certifications and experiences in sales, inside sales, account management, customer success, contact centers, marketing, customer service, product mgmt., product marketing and supply chain. Advise businesses on go-to-market strategies, customer experience programs, voice of the customer implementations, customer service optimization, operational excellence and digital marketing strategies. Deliver on strategic planning and execution to drive results. Particular focus in Technology, Healthcare, Food & Retail, Manufacturing, Telecom, Financial Services, Automotive Connected Car, Wholesalers, and e-commerce.

Trusted executive advisor to clients transforming customer experiences into business success to grow revenues, streamline costs, and retain customers. Supporting B2B and B2C clients with holistic, strategic end-to-end view of customer experience lifecycle. Providing strategic leadership on customer experience, product management, marketing, and contact centers. Key Recent Accomplishments: • Transformed loyalty marketing for seven global restaurant brands to one way of working • Developed and collaborated on prestigious private school 6-year strategic plan launch• Led contact center channel consolidation planning across a multi-state, multi-billion-dollar health system organization | $40M annual revenue generation; additional cost savings • Formulated business plan for $52M aesthetic and dermatological company • Designed and implemented medical surgical device startup B2B inside sales and sales support organization for account development, customer training, and growing maintenance revenue• Established business development with CableCos (MCOs) and Telcos for IoT connected car mobile SaaS for B2B commercial fleet and B2C driving improvement and insurance marketplace • Integrated VoC Platform and enabled Salesforce CRM to deliver and track direct and email marketing• Launched entrepreneurial pathogen removal product for reopening stores post-pandemic: implemented website with SEO, digital marketing, and social media marketing• Delivered CX Strategy for AI-powered connected car mobile app and information SaaS, start-up company• Established networking model and CX/UX for SMS AI chatbot platform startup in local restaurant and retail market• Advising metropolitan private school system for several years on policy, finance, marketing, and admissions • Developed and guided contact center RFP evaluation and transition (inclusive of AI tech) for luxury consumer home decor manufacturer to drive quality customer experience, grow revenue, and position for future

I collaborated with senior leadership to transition from BCG, design and complete discovery of the portfolio of programs and projects. My focus is driving change management across multiple brands to deliver on strategic business objectives of platforms and one way of working. My responsibilities are: · Transformed loyalty customer engagement marketing for seven global restaurant brands to one way of working (+4M customers); Provided framework for an agile methodology for requests and workflow · Implemented an integrated marketing transformation across Paid Media, Social Media, Creative, PR, Culinary, Catering, Guest Relations, Loyalty Customer Engagement, Digital, Analytics and Supply Chain inclusive of change management, reporting, escalation process, key performance indicators and Roles & Responsibilities · Deployed One Focus Way of Working for loyalty and customer engagement (-70% volume and more effective delivery); Implemented a JIRA request with Kanban structure and management to completion · Developed rollout of a new Culinary Menu Stage Gate Process and JIRA Tool to drive all menu projects to completion · Drove a reimagined Creative Production Team Vision and Workfront Tool to manage capacity, budgeting and transparency · Created a plan for Paid Media effectiveness through paid media attribution and data analytics with multiple 3rd party vendors · Developed with Culinary and Supply Chain QA Team an Allergen Management Process on new and updated culinary menu products · Defined with Creative, Social, Paid Media, Customer Engagement and PR a new asset optimization process for still and video photo shoots · Integrated Digital Marketing Capabilities Process into a Go-To-Market Process for multiple brands

Customer Experience/Customer Success Site Leader with direct management of Inside Sales, Customer Service, and Application Engineering teams, including training and development. I was hired to stabilize, enhance, and drive growth. I led the account management responsibilities to nurture and grow our enterprise client base. Cross-functional management of customer journey touchpoints at a manufacturing site, including but not limited to: quoting, order entry, order tracking, service and warranty parts. Continuous process improvement through formal Daily Management, Lean Six Sigma, Root Cause Analysis and Problem-Solving. Leverage data analytics, trends and KPIs to growth the business, save cost and retain customers. Implementing new tools, to include new software, to improve speed, accuracy and control of quoting, order entry, order tracking and customer service. Using Voice-of-Customer to prioritize actions and collaborative efforts. - Achieved 120% of revenue target- Exceeded Call Quality Targets- Decreased Error Rates and attained 2X target improvement by leveraging NICE InContact CXOne Natural Language Processing and Machine Learning capabilities - Directed inside sales team to book 158% of dollar target in 2021 within a Salesforce Platform for funnel, quoting and closing - Mentored team through difficult pandemic period

Global Advisor supporting B2B, holistic, strategic end-to-end customer experience success. Primary focus is on sales, sales support, pre-sales, quoting, service delivery, maintenance and invoicing to support financial services. Key Recent Accomplishments: • Enabled B2B customer experience program (Qualtrics Voice of Customer, customer data analytics, empathy mapping, and customer journey touchpoint insights) for market leader to reach a world class Net Promoter Score (NPS) result• Deployed global and regional (LATAM, APAC, EMEA, NAMER) customer experience programs to drive regional targets of NPS, Customer Loyalty, Customer Satisfaction, Customer Effort, and other customer experience metrics • Used Customer personas. voice of the customer analytics, empathy mapping, customer journey mapping, and customer advisory insights to drive customer experience action plans • Established global onboarding transactional voice of customer (touchpoints) program to improve the overall customer experience by 23% • Enabled Salesforce CRM to track CX marketing efforts in support of double digit YoY B2B revenue growth• Developed capability matrix and standard rate book to drive faster quote to contract (20% uplift opportunity) • Directed implementation of quote to contract to order to service delivery tool (80% streamline) • Designed and delivered last-minute virtual customer experience workshop with virtual breakout sessions to replace in-person LATAM CX Strategy Session due to COVID-19 lockdown• Launched COVID-19 Command Center to address daily internal and external B2B customers inquires Experience in SalesForce CRM, Qualtrics, MS Teams, Marketo, Tableau, Quickbase

Sponsored by SVP to lead a 600+ person, B2C/B2B, multi-site team of Customer Care and Sales Channel Support Voice & Chat as backstop support of $20B customer experience portfolio. Role included creation and presentation of strategic plans to AT&T Entertainment Senior Leadership. Had ownership and accountability of $52M operational budgetPredictive Data Analytics development, analysis, insight, and action plans delivered overall KPI attainment of 104.5% Managed Advanced Technical Care Call Centers to resolve complex technical service issues• Drove 30% YOY volume reduction through proactive initiatives and business process/operation improvements tactics achieving over $5M savings • Achieved 69% faster Average Speed to Answer through corrective operational procedures and optimized workforce scheduling• Aligned marketing forecast to center operations reducing absenteeism 10%• Increased mobile app digital adoption by 1,000 basis points through gamification techniques • Business Process and AI workflow improvements resulted in $2M savings to other organizations • Managed Voice of the Customer (VoC) Program with 120% target attainment• Launched VoC Callbacks resulting in 36% call reduction and saved customers • Achieved 2,000 basis point higher customer satisfaction than peer centers• Developed and implemented a strategic consolidation of two support organizationsDirecting Sales Channel Support Chat Centers to resolve complex Billing, Promotion, Account, and Service Issues• Transformed center operations from single chat to a more efficient multi-chat environment • Through Business Process improvements Average Handle Time decreased 8%Implemented operation initiatives to drive culture while delivering better customer experienceAssessed strategic value of high-touch, high-value customer support and implemented case management; Results 57% less tech revisits, and Net Promoter Score (NPS) 60% higher Developed specs for cloud Smart Home Manager App

Invited by Marketing VP to Direct a 7-person team with nationwide B2C / B2B end-to-end customer experience across every channel touchpoint. This role rolled up to Entertainment CMO and included cross-functional senior executive stakeholdering and collaborative implementation. Had ownership and accountability of up to $48M customer experience and marketing projectsCatalyzed ideation and directed large cross-functional, 180+ resource IT/Business program matrix team to transform nationwide technology and pricing services portfolio to gain new customers, increase revenue, improve customer experience and drive greater loyalty• Technology redesign of $8 billion dollar portfolio; Providing $154 million NPV return to business• Simplified Online Registration and Service Auto-activation with IT/Business matrix team of 125 resources to increase revenue $88M• Streamlined customer care center support by 48% and technician visits by $41M; Reduced Service Cancel Rates 17%; Providing $39M NPV Designed and launched nationwide advertising claims for reliability, speed and Wi-FiReduced account onboarding registration support 24% with user web interface improvements (e.g. Click to Chat, simplified design) • Drove $12.5M cost efficiencies in customer care centersImproved customer Wi-Fi experience to auto restore from the cloud their home network devices; decreasing care support by 4%Increased nationwide speed 31%; Enhanced customer experience with product performance exceeding 111% Launched online customer Interface AT&T Speed Test; Driving Lead to Revenue of $700k annual upgrades; mobile enabled as wellIncreased market opportunity by 1 million living units with machine learning automated graphical toolTransformed customer self install customer experience for digital multimedia content and supply chain logistics for In-home Service Activation Collateral/KitsPerformed gap analysis on AT&T Plenti Loyalty Program to address shortcomings and strategic decision-making

Promoted to direct 6-person, nationwide B2C / B2B Product Development and Marketing Team. Rolled up to VP. Ownership of up to $25M customer experience marketing projects across all sales distribution channels. Managed the product market introductions and customer experience:Deployed more advanced technology and extended market coverage (Velocity IP); increased market opportunity for 40% of territory; designed, developed, and program managed the IT delivery for product launchesTransformed business to leading edge technology: • Designed and executed U-verse 1st Strategy; Drove 50% sales to new platform within first year• Launched and augmented customer self install; Improved sales lift 1% and reduced costs $8M• Delivered new cutting edge technology and accelerated market coverage expansion; Improved sales lift by 6%• Re-designed digital channel with streamlined flow and better bundled offers for acquisitions• Managed digital and traditional marketing channel mix to optimize top-line revenue, acquisition cost, and lifetime value; Increased digital channel mix from 12% to 22% • Transformed AT&T’s Loyalty Program to more relevant offerings that drove 5% higher adoption

Managed B2C/B2B product lifecycle portfolio with a nationwide, cross-functional team to increase opportunity for data services for consumer and small business customers. Deployed initiatives across Mobility, Online, National Retail, and Alternate Distribution Channels. Entailed $150M P&L; VP StakeholderingExecuted marketing offers to expand business acquisitions with sales channels roadshows: • Achieved $1.5M revenue with World of Warcraft co-marketing• Delivered 2% sales lift and 40% attach rate with Wireless/Wireline data bundle offer with laptop• Launched Go to Market AT&T Internet Security Suite Software App powered by McAfee and managed migration from previous security vendor; attach rate of 80%• Implemented Value Added Services Bundle with 128% upgrade results; Project Managed IT sales and provisioning systems deliveryDirected Internet Security Software App Attachment and Revenue Growth (Small Business & Consumer)• Developed product roadmap for enhancements and functionality • Conducted market research for customer preferences, application use, and value assessment • Drove initial product activation rates from low 20's to high 60's• Exceeded subscriber attachment (129% - 156%) and market revenue targets (93% - 175%)Managed Home Network Product Lifecycle (Consumer)• Exceeded subscribers (114% attainment) and revenue (105% attainment) objectivesIncorporated region-wide launch of Wi-Fi Hotspots into small business portfolio restructure as a churn mitigator and loyalty driver

Opened new retail children's clothing, books and toys brick and mortar store. Included e-commerce as part of business growth. Drove Revenue Growth 300% from Year 1 to Year 5. New store requirements:1) Established an Operational Infrastructure:- New POS system,- New inventory system- New accounting system- IT Hardware, software and connectivity support - Multiple credit card processingManaged physical location logistics: - Negotiated retail space leasing- Developed supply chain protocol- Designed store layoutDesigned and executed strategic and digital marketing plans:- Established a digital Voice of the Customer Program- Designed, launched, and managed website with integration to email marketing, blog, and social media marketing- Formed and managed a social media marketing multi-platform (Facebook, Pinterest, and other local sites) - Created and managed the email contact program; Use of A/B testing was integral to program - Designed signage and branding execution- Executed advertising campaigns and promotions, including outdoor- Paid for internet search, Facebook exposure, Facebook advertising, and local targeted sites with revenue boost objectives of 15%- Produced live events and sponsorships to gain foot traffic and drive customer loyalty - Established e-commerce site within website to drive additional revenue of 5%- Performed Search Engine Optimization (SEO) consistently to keep site on first page of local search

Responsible for Wi-Fi Hotspots, Home Networking, and Internet Security Software App for sales, installation, service, and billing across consumer and small business segments. The role was responsible for P/L, subscriber growth, and IT delivery of service offering in sales and provisioning systems.

Vendor Relations/Supply Chain:• Drove business requirements with operations and engineering vendors (savings averaging 74.3%)• Systematically qualifying vendor viability and business capabilities (i.e. Operational Support Systems (OSS) Vendor Viabilty)• Guided team to extract value with software, hardware, professional services, & telecom providers• Drove supply chain organization to ISO 9001 Certification as part of ISO 9001 TeamOperations Intelligence:• Program managed an efficient, effective, and automated process for IT data delivery at a dashboard, scorecard, and a drill-down level for decision-making (Business Intelligence Platform)• Coordinated resources for a fixed asset IT system and garnered $1 million in credits • Directed operational efficiencies with relevant, actionable reporting and analysis for operations • Coordinated my organization’s efforts ensuring 92% operation systems and IT db data integrity• Directed project team for enhanced reporting and analysis from Enterprise Data Warehouse, network performance and trouble ticketing system to justify and deploy new SQL Server email platform with >99% uptime

Responsible for the Sales & Marketing Team of this Internal Startup, BellSouth Internet Exchange (BIX), a wholly owned subsidiary of BellSouth. BIX deployed and operated a four node wave network in South Florida. • Expanded and enhanced a multi-award winning (IEC and SuperComm) Fully Meshed, Optical Network in South Florida (Florida MIX) with 120 10Gig wave capacity & global reach • Increased revenues by 2100% and customer base by five-fold at BellSouth Internet Exchange• Customers were educational institutions, telecommunication carriers, internet providers, and data centers • Closed in Uruguay on BIX's largest international transaction in South America • Engaged multi-distribution channels to sell services by providing training, marketing tools, and support

Product Development, Product Marketing & Account Management:• Directed the wholesale product team to develop new Technology Services and managed life cycles ($170M revenues)• Directed wholesale strategy, business development expansion of account portfolio• Responsible for revenue assurance (customer loyalty, trade shows, and events); one customer loyalty event had a $36M positive revenue impact • Supervised and managed customer account management group with $189M revenue commitment• Accounts included domestic US & international customers powered by our US, South American, and European Networks• Directed the international wholesale team to achieve a $20M revenue targetMarketing Strategy:• Designed and implemented competitive analysis & dissemination• Conducted primary and secondary market research inclusive of focus groups for market launch• Launched & managed implementation of a targeted $80M prepaid card sales agency opportunity