Consultant and Lead Facilitator for all strategic planning sessions, emergency drills and meetings. Write disaster scenarios and administer emergency response drills and exercises for dozens of public utilities from New Jersey to Hawaii. Writer and editor for online newsletter, online services, proposals and emergency plan evaluations. (see www.emergencypreparednessparrtnerships.com for details)

Helping Cadillac dealers understand how My Cadillac Rewards can assure repeat sales and retain customers. Also helping dealers use predictive analytics to identify which of their customers are in-market to purchase a new vehicle, and how to use data to identify potential in-market conquest customers.

Help auto dealers to leverage predictive and diagnostic data analytics to form and launch action plans that maximize sales and profitability.

Lead team of 15 process and standards assessors at a major automotive OEM's dealerships. Trained, coached and managed assessors and coordinated performance with Quality Assurance team.

Demonstrate, train and relentlessly coach auto dealership managers and staff to use data analytics and data mining to precisely target the right sales and service customers at the right time with the most effective offers, messages and customer experience. Helped dealers double their close rates from internet and outbound marketing while also improving their CSI, F&I process, Inventory Management and Sales processes.

As part of GM’s “Standards For Excellence” program, assessed and helped improve customer experience processes for dealerships in New Jersey and Pennsylvania; assisted leadership teams with action planning and implementation; trained and coached sales, service, and digital marketing personnel to improve their performance; and helped dozens of dealerships earn millions in SFE performance bonuses while increasing both Sales and Fixed Ops revenues.

MANAGER PUBLIC RELATIONSResponsible for Media Relations, Employee Information, Advertising, Speakers Bureau and educational programs. Managed staff of 9 and departmental budget. Won Gold Award from Philadelphia PR Association for Energy Team energy conservation ad campaign.MANAGER OF CONSUMER AFFAIRS:Managed staff of 3 and departmental budget. Established Atlantic Electric’s corporate volunteerism program; established Gatekeepers program to promote employee awareness of customers in need; monitored performance of customer service call center, alerted management to needs for improvement and facilitated training of customer care groups to improve performance.DIRECTOR OF MEDIA RELATIONSResponsible for all news media relations. Advised senior leadership on response to public issues. Re-established corporate credibility after long period of decline. Established innovative “Rush Hour Index” to educate public about the costly impact of increasing demand for electric power. Responded to complaints from customers.MARKETING RESEARCH AND DEVELOPMENT COORDINATORResearched potential unregulated profit-making services for Conectiv. Facilitator for special strategic planning meetings SENIOR LEGISLATIVE AFFAIRS REPRESENTATIVEActed as Atlantic Electric’s local representative to City of Millville prior to construction of generation and substation facilities. Arranged for advertising and execution of required public hearings.