• Managed and led execution and achievement of 100+ contract deliverables concurrently for 4 Managed Services (MS) non-profit clients in alignment with their ongoing member relations and fundraising goals. • Analyzed and addressed significant challenges affecting client satisfaction. • Mentored and guided junior staff to tackle routine and challenging scenarios.• Liaised with clients & vendors to create database output files for targeted marketing campaigns with query and segmentation tools; supported daily client database production environments, special requests, and evaluation of software enhancements.• Imported and manually entered campaign data into fundraising database so donations could be properly allocated/reported on.• Implemented QC and operational structures that decreased errors and increased productivity.• Generated ideas and helped execute a variety of Process Improvement Efforts (PIE).

• Collaborated with a cross-functional team consisting of 8 Business Analysts, Tech, and other Managed Service (MS) teams.• Scoped ~25 billable projects executed by a large team of resources; gathered client requirements, recommended solutions and process changes, and helped to create and manage final contracts. • Wrote and reviewed Statements of Work, Change Orders, Functional/ Technical Design documents, Test Plans, and End State Documentation; executed CRM database configuration changes and participated in User Acceptance Testing. • Worked closely with clients and vendors on an ongoing basis to identify business needs and provide subject matter expertise on best practices and provided recommendations for application use and enhancements.• Projects included data fixes, custom reporting, and other custom processes, establishing vendor processes, upgrading database procedures, and resolving issues with any other data or application process. • Focused on operational problem solving, consulting, and on-time execution.

• Consulted on communications and business operations across a variety of industries and settings, supporting businesses in improving relationships and growing their bottom line. • Businesses worked with include a general contractor, a wellness studio, and a restaurant. • Designed and implemented financial and operational structures that helped increase sales by 300% for Woburn Yoga & Wellness. • Provided extensive performance and communication coaching to help businesses take the actions required to meet their goals.• Utilized statistics and benchmarking to create unique strategic plans and guide appropriate actions.

• Achieved 10+ years of successful tenure at WGBH Educational Foundation with multiple promotions to high-profile roles. • As Operations Manager co-directed the Marketing and Development Operations Department, the critical hub for marketing and fundraising development workflow for 5 PBS and NPR affiliate stations totaling 200,000 members. • Established this newly created position within the department.• Managed 3 direct reports and led a team of 8; mentored and performed performance management of staff.• Interviewed and helped hire and train 10+ new employees.• Management Round Table Participant.• Managed multimillion-dollar accounts and thousands of donors; contributed to developing and overseeing a $3M budget and tracked financial reporting for staff, project and vendor expenses.• Audited budget, managed procurement, and worked with Accounting on monthly/yearly reconciliation.• Implemented finance and budget procedures that saved staff time while increasing the accuracy of forecasting.• Orchestrated RFP processes and educated upper management on cost-to-benefit ratios and cost projections.• Managed vendor relations and negotiated vendor contracts, decreasing direct costs by 10% and service problems by 20%. • Accelerated donor thank-you gift shipments from 8 weeks to 3 days and reduced end of year product inventory by 75%.• Played a vital role in Salesforce database conversion, implementation, and intergration, including requirements, testing, and daily feedback to developers - Maintained operational deadlines despite staff reduction and worked with various Development staff and other stations to create interim communications and reports to pull data while regular processes were disrupted.• Created and implemented new data processing and automated CRM procedures for numerous fundraising initiatives.• Documented all WGBH Thank-You Gift ordering and fulfuillment processes.

• Supervised 8 staff members in the Marketing and Development Operations Department. • Project Management – Defined and communicated strategic goals and managed the execution of multiple tasks and priorities.• Re-defined staff positions and introduced improvements that dramatically strengthened relationships with clients and outside vendors.• Led development and maintenance of user documentation and training materials for 90+ processes.• Manage the fulfillment operations for premiums (donor thank-you gifts), including data transfers, vendor relations, code assignment, reporting, ordering, ticket assignment and ambassador coverage for events. • Worked on assigned Systems and database projects to implement processes and procedures for both new and existing departmental projects.• Point person for specific internal clients and outside vendors and for general support requests from outside departments. • Led the development and maintenance of user documentation and training materials. • Sucessfully implemented and led the transfer of responsibilty to staff members after implemenrtation for a number of processes and procedures. Examples include PBSD, Surveys and Auction.• Implemented proceses withbrand new Lockbox Vendor.• Participate in how we market Thank-You gifts – (online, on-air, giving levels, revenue margins).

• Managed and conducted fulfillment components and contributed to marketing for thank-you gifts for 175,000 donors. • Ensured database management and integrity by overseeing programming and usability of ~40 relational databases.• Handled allocation and distribution of tickets, venue coordination and on-site customer service for up to 40 events per year.• Managed event logistics; arranged membership tables and represented WGBH as Ambassador at events. • Re-configured system queries, re-programmed databases and rewrote constituent communications. • Led cost and efficiency optimization initiatives to unify TV and radio thank-you gift marketing and fulfillment practices.• Created a database fulfillment system to track, manage and fulfill tickets for new WGBH Box Office.• Performed and processed sales for the WGBH Store and helped organize and facilitate overstock sales. • Made recommendations for the WGBH Store and provided input on selecting premiums and incentives. • Worked with distributers, vendors, venues and promoters.• Hand-Selected for this newly created position based on previous track record.

• Mentored and led a team of 8 through daily activities, set priorities and generated solutions to meet departmental goals while serving as Team Leader.• Owned and maintained accountability for multiple concurrent fundraising projects (~8-10 for 3 different stations), contributing to updated and accurate accounts for 190,000 donors totaling $18M annually for WGBH and sister stations, WGBY and WCAI. • Provided database support and performed schedule monitoring, system uploads, and downloads. • Coordinated and created the production and programming of solicitation, cultivation, and acknowledgment mailings; improved time in which revenue was received by 16%.• Worked with internal and external development staff to update procedures and documentation.• Analyze functionalities of procedures, projects and staff and make recommendations where needed.• Troubleshoot hardware and software issues within technologies as Primary IT Contact.• Conduct trainings, meetings and presentations for all of Development.• Interview and evaluate candidates for department openings.• Worked with Mail-houses, Postal Services and Pitney Bose Document machinery used for direct mail.• Assumed some responsibilities from previous position.

• Processed contributions, and maintained donor, volunteer and prospect files in the fundraising database. • Sorted daily mail, including preparation of documents for revenue processing and check depositing. • Focus on managing high volume funds and data from various sources, with accuracy and speed on continuing and varied deadlines. • Assisted with studio setup and breakdown for on-air pledge drives.• Trained and team lead up to 50 volunteers at a time to take on-air pledge calls. • Implemented and maintained a calendar for pledge drives, fundraising events, and staff vacations. • Promoted to Fundraising Projects Coordinator within 8 months of joining the company.

• Wrote correspondence and compiled materials for membership programs. • Researched and selected premiums for a pledge drive and prepared descriptions for talent to pitch on air. • Created an index system for Major Donor lending library.• Contact for the sale of overstock premiums.• Helped design new Membercard for Major Donors.

• Designed and distributed print collateral and created databases for target mailings.• Prepared press releases and public service announcements.• Created and updated special mailing databases.• Designed promotional materials and advertisement flyers.

• Fairfield Realty is owned and operated by the largest landlord in the Back Bay part of Boston.• Tracked and renewed tenant leases.• Provided customer service, handled all incoming calls, faxing, filing and updating tenant status.• Handled maintenance of office equipment.• Ordered office supplies.