Business Development and Marketing• Created business solutions for clients to contact field Professionals, Product Support and Customer Service organizations via phone, chat and e-mail• Designed and Implemented web tools that allowed client engagement via the internet versus traditional means for support• Defined marketing communication to increase client conversion and retentionTechnology• Microsoft Suite, Windows XP, Excel, PowerPoint, Word, Clarify, ServiceWare, WebTPS, Online Tax Products, Visio 2003• Product managed, defined and built Ask a Tax Advisor product offering• Managed operations team utilizing TCS workforce management applications, Rockwell interactive telephone switches and EID predictive dialers.• Implemented the ability for clients to transact commerce over the internet for technical support that aided in offsetting the expense of support.• Developed and implemented data feed from Clarify to Husdawg (vendor) which allowed marketing to understand key demographics of client contacts by product segment.Operations• Managed remote training facility with approximately 200 call center seats• Facilitated day-to-day activities of internal and external clients through project and account management• Client Relationship Management for all Software and E-commerce Channels• Ramped up to 500+ employees from 70 within 2 months • Engaged Internal Clients on all key initiatives and drivers• Developed and maintained training materials for e-solutions Product Support• Maintained Self-help Knowledgebase (ServiceWare)• Workforce Planning• Conducted fraud investigations pertaining to E-commerce claims• Researched technology enhancements (e.g. Clarify, ServiceWare, Co-Browse)Specialties: Sourcing ManagementComplex Contract Negotiations and ExecutionRFx (Proposal, Quote, Information) ManagementElectronic Commerce InitiativesCustomer CareBusiness SolutionsProcurement OperationsProject ManagementVendor ManagementTraining Development and FacilitationService Organization LeadershipOperations ManagementInitiative ManagementAccount ManagementProcess Improvement and ImplementationProduct DevelopmentE-commerce Client Support TechnologyRisk Management