A learning and Development driven consulting company focused primarily on process and people organization and effectiveness in Sales, Marketing, Operations and Customer Service- Developed and delivered customer service training presentations for Toolmex, a designer, distributor and wholesaler of commercial grade power chucks, carbide tools, motors and lathes- Designed and developed a series of profitable extended warranty products and a service delivery strategy that was a competitive advantage for Azonix, the leader in extreme environmental displays and intrinsically safe electronic solutions for Defense, Exploration and Process Animation- Prepared a best practice phone utilization protocol and a new customer service structure for Network health, a manged care organization that provides affordable health coverage to Massachusetts residents- Developed and implemented a new sales incentive program for Ciclismo Classico, a small independent travel company offering the world's finest bicycle vacations

Plan and direct for inbound sales, outbound sales, group sales and customer service for worldwide escorted tours (cruise, river boat, small ship and land) with revenue responsibility of $225 million - Redesigned and implemented new commission plans that reduced costs by 10% and increased profits by 15% - Refocused group sales and increased profit by 20% - Created new outbound organization and new outbound process for inbound telesales agents that generated $20 million in new revenue

Directed installation operations, customer service, order services, technical support and quality control for the automotive, commercial and motorcycle markets with budget responsibility of $32 million and 400 people - Redesigned and implemented new scheduling and dispatch process that resulted in a 25% productivity gain for LoJack technicians - Consolidated call centers and utilized an outsourced partner that lowered operating costs by 20% while delivering improved customer satisfaction, higher completion rates and lower wait time - Reorganized field operations to support alternative installation options and transformed fixed labor costs to variable labor costs lowering expenses by 20%

Directed North American sales and marketing operations, customer service, order services, telemarketing, repair servcie, web servcie and filed operations for photographic and digital products with budget responsibilities of $25 million and 200 people - Created a US telesales organization that generated $70 million in revenue, expanded dealer coverage and reduced selling costs over 20% ($2 million) - Reengineered a worldwide service business nd delivered double-digit profit growth for three consecutive years, growing the business to $15 million - Developed and implemented sales and marketing programs for customer service that resulted in $3 million in incremental sales of film and accessories