Responsible for the Sales, Service and Performance of the FSN network, supporting our COO to drive and improve network performance and sales through effective leadership, following the proper operational controls, administrative and reporting procedures and people systems to effectively grow the network and to ensure the financial strength and operating efficiency, culminating in a culture, attitude and organization of a company that strives to provide customers with products and services that satisfy their needs.• Provide strategic leadership, management and communication to all parts of the service network, contract, management and hourly.• Responsible to achieve and surpass sales, profitability and business goals and objectives.• Drives the communication and implementation of effective growth strategies and processes. • Handle and resolve perceived or actual escalated communications.• Lead marketing initiatives with responsibility for on ground event attendance and social media presence.• Motivate and lead company to attain its desire to have a high performing, superior, customer focused technician network; attract, recruit and retain required internal and external current and future team members.• Foster a success-oriented, accountable environment for the company and provide mentoring as a cornerstone to team career development.• Represent the company with clients, investors and business partners in a positive, professional and industry leading manner. Cultivating business leads and relationships into sales growth for the company.• Lead the development of performance metrics to measure the success, performance and growth of the network performance and growth.

• Provide leadership, guidance and direction to 28 internal direct reports and a network of 4500 independent or franchised field service technicians across the United States and Canada to exceed internal and external metrics• Lead Field Services to achieve and deliver the highest caliber of partner/consumer service, sales and technician quality. • Handle multiple tasks to help drive efficiencies and manages performance, project cost and subscriber activity to increase effectiveness of departmental projects. • Ability to operate in a fast paced, competitive, constantly changing environment with a mindset of continuous improvement for self, partner/consumer, and employee experience. • Partner effectively with leadership team to develop and execute strategic business plans, operational goals and performance metrics.• Define, monitor and assess key performance data, departmental goals and field standards; develop and ensuring the maintenance of departmental procedures, monitoring, workflow and quality control.• Implement and continually refine systems and workforce management processes to ensure high-quality service delivery and a collaborative environment fostering teamwork and employee value. • Lead and support operations team in becoming a high performing sales team. Develop new revenue streams; manage partner/consumer (DTC, B2B, and Strategic Enterprise) satisfaction throughout.• Partner with technical team to identify new product or training opportunities • Responsible for franchise sales and support• Analyze technical operations, general business and administrative performance to achieve partner/consumer satisfaction, employee satisfaction, system effectiveness and profitability.• Manage call routing and scheduling to ensure required coverage and service levels.• Website development and support• SalesForce development and support• Contract development and negotiations• Project Management• Event attendance, support and development

Sitting board member for 2010 - 2011 - 2012Downtown Muskegon Now is a community driven organization focused on creating and supporting an environment that is inviting for businesses, residents, commuters and tourists. This involves encouraging new and robust business development while also helping to preserve historic sites and green space.

Led Frontier Communications for the Western Michigan Lakeshore District- One of Michigan's largest operations for High Speed Internet, Phone and TV services. Fully responsible for P&L, outside plant operations, CO and Network Operations, Construction and all aspects of Frontiers business units within the market. We offer and support over 40 exchanges a full array of Data products, High Speed Internet, and communications services for both commercial and residential customers, partnering with Direct TV/Dish Networks for television and entertainment.• Lead operational executive driving sales, delivering solutions, managing customer expectations in assigned geography.• Long-established track record of motivating superior performance. • Adept at driving cultural change, evidenced by success in developing under performing work groups, creating successful organizations from scratch, and enhancing already well-established, high-performing teams.• Accomplished in developing people through both professional relationships and through leadership in community programs. • Energized by personal development. • Takes ownership for creating local engagement strategies, customer loyalty and advancing product penetration through delighting customers beyond expectations and educating them on product solutions that make their lives easier and better. • Expertise in strategic planning, business plan execution, capital asset oversight, cost containment, finance and customer service. Proven track record of increasing revenues, streamlining workflow and creating a team environment.• Managing human resources, employee development and the grievance processes for a unionized and management workforce.• Drive Revenue and future growth, focus on staving off line loss via partnerships with marketing and regulatory as well as playing key roles personally in the community• Meet budget and exceed organizational goals.

• Oversight of the West Coast Operations Center. Combined forces of management and hourly employees that provide solutions, manage projects and coordinate work orders between Engineering and Central Office, Outside Plant and Fiber Installation teams.• External coordination of installation activities and material procurement for customer network and Verizon builds• Meet & Exceed objectives for Verizon's largest customer set as well as complex internal growth• Translate operational goals into team goals• Implementation of policies, procedures, and programs• Accountable for meeting and exceeding results in terms of costs, budgets, operational goals, and employees• Advise and assist subordinates in handling elevated issues and problems• Interact with Senior Management• Involved in the development of new concepts, techniques and standards

• Planning, organizing, integrating, coordinating, and controlling the activities of large team of outside plant technicians focused on construction, installation and maintenance of the core copper business as well as our new FIOS (fiber) product in Skagit, Island, Snohomish, Clackamas counties, WA and Northern Oregon.• Top tier performance for productivity in the WCMA 2003, 2004, 2005, 2006, 2007• Laison to community; Including but not limited to Chamber of Commerce; Economic Development Councils; ERT/CERT teams; Residential and Business customers; Vendors; Suppliers; WA State Underground Utilities Council; State PUC and Local Municipalities• Supervise Air Pressure, Installation, Repair, Construction, Splicers, Fiber and T&P personnel• Meet and Exceed Proactive & Preventative Maintenance thresholds• Monitor & Administer Capital/Expense Budget at Zone Level; Scheduling; Due Date Management; Performance Reviews; Goal Setting; Training• Project Management• Manage multiple priorities and translate operational goals into team goals• Partner in Union environment, while maintaining a positive culture• Set well defined objectives; Monitor performance; Meet customer service requirements; Meet both capital/expense budgets• Interpreting service orders, asbuilts, circuit diagrams, and electrical schematics• Implement policies, procedures, and programs• Create an environment that delivers breakthrough results Highlights Succession Plan Candidate Talent Management Candidate Employee Leadership Development Program Candidate Rotational Development Program Nominee NPS Cross Functional Team Committee Member NPS Safety Committee Representative Balanced Performer Awards Recognized for Outstanding performance during California 100 year storms Recognized for Outstanding performance during Washington storms and floods Member of Soft Switch conversion Team – Mount Vernon, WA Coordinated & Implemented NPS Zone & Employee Distribution Redesign

• Interact with Verizon affiliated 272 companies and vendors affecting service fulfillment to identify, develop, and implement improvements in the service repair experience.• Large team manager; handling national traffic for Verizon Long Distance as well as POTS Consumer and Small Business Repair• Managed employees by establishing well defined performance goals, allocating resources, coaching, mentoring and assessing performance.• Develop budgets and manage expenditures.• Initiate and support programs designed to improve customer satisfaction index• Developed methodologies to measure and monitor resultsHighlights Team Recognized Multiple Times for Outstanding performance Succession Plan Candidate Developmental Assignments as Verizon Repair Resolution Center Manager; Outside Plant Local Manager; Central Office Operations; Dispatch Administration Center Common Interest Forum Representative and Subcommittee Leader National Touchpoint's Attendance Program Liaison  Local Attendance Administrator 2000/2001 Project Manager for Sell One More CCI Improvement Team Member

• Management and Employee Training• Design, Development and Implementation of Motivation and Sales Coaching Curriculums• Responsible and accountable for High Performing Sales Teams at multi-state , multi-call center locations • Responsible to deliver aggressive multimillion dollar sales objective• Supported, Designed, Delivered and Coached performance improvement measures to associate work force• Establish targets, analyze results and identify gaps at a Center level, Coach level and individual associate level• Event planning & Project Management• Conduct calibrations to ensure quality customer experiences with both Front Line Supervisors and Associate work forceHighlights 1999 Chairman's Leadership Award Nominee 1999 Recognition Award for surpassing objectives to increase units sold per Customer Contact Associate, goal was 15% increase actual was 68% Center Results: Everett CCC was one of two centers nationwide meeting 100% of both revenue and unit attainment targets. Everett CCC was the only center in the Nation to hit 100% in all its buckets, achieving a balanced performance

• Supervised 42 Customer Contact Associates (36 Contact Associates & 6 Long Distance Associates)• Sales & Marketing • Met or exceeded all objectives service level objectives (Sales, AHT, Attendance, Quality), achieving a balanced performance.• Force Management - scheduling, forecasting and managing center call flow• Set, Monitor and Coach to results• Employee Development - worked with subordinates to target and drive towards goals. Developed 3 into Management positions, & 10 into promotional opportunitiesHighlights: At the time of promotion to Specialist - Sales Support my team averaged 59 units per rep per day or 236% of target; 75% Excellent & 98.78% Excellent/Good for Quality; 30% of the team qualified for Achievers Council Rolled Out, Supported and Coached GTELD Initiative. Led Everett's GTELD gate to the number 1 spot in the Nation. Dallas Directory Project. Spent 1 1/2 months in Dallas helping to "clean & rescreen" under Doug Hill, VP Billing Operations & Cameron Spurgeon, Executive Director Customer Contact. Recognized by both for exceptional performance.  1998 Sales Coordinator for the Everett CCC 1997/98 Phone-Mart Liaison and point of contact for the Everett CCC Recognized for first one million in sales Recognized for first five million in sales Recognized for first ten million in sales