Over the past almost 15 years and 10,000 plus cases, TTS has become an industry leader in litigation support services, partnering with over 225 plaintiffs' personal injury, mass tort, and class action firms across the country. TTS provides a comprehensive, customized variety of services, including animations and illustrations, focus groups, jury research, record retrieval and chronologies, legal nurse reviews, expert witness searches, and client biographies.Responsible for business development, strategic relationships, marketing, and customer service.

I transformed a demoralized, understaffed, and ineffectual department into a stable, productive, and award-winning team with a culture of excellence and accountability. Recruiting a diverse group of Customer Service Representatives (CSRs), I introduced a training program that emphasized effectiveness and empathy, especially when dealing with distressed business clients. I established QA and Customer Support functions to allow CSRs to focus on higher-value work. The team’s response to the pandemic earned a Stevie Award for Customer Service out of a field of 3.8K nominees. I was fast-tracked from Director to a Senior Director position and given additional responsibilities regarding a critical company innovation project and renewal sales.To ensure consistent success, I developed and implemented a comprehensive department playbook that clearly defined procedures for achieving A+ work.Additionally, I introduced key performance metrics that enabled my teams to maintain an environment of excellence and accountability.My passion for customer satisfaction and dedication to achieving superior results has allowed me to excel in my role and deliver outstanding outcomes including: • Successfully improved onboarding efficiency resulting in a 40% reduction in time required to onboard new representatives, while concurrently enhancing overall effectiveness. • Optimized staff productivity in the face of a 300% increase in need by increasing department efficiency by over 200% via streamlining all processes/procedures within the department rather than just increasing headcount.

Designed and built the largest consumer legal services firm in the country. Uniquely structured and financed, the firm had over three hundred lawyers, in one hundred offices, across 37 states.

As a key member of executive leadership during a period of explosive growth, I advised on all aspects of corporate, regulatory, risk management, human resources, vendor contracts, litigation, M&A, and collections. I also led the staff who ensured regulatory compliance, risk management, and quality assurance. Our team designed and built the first 50-state consumer legal services firm model.

Key member of the Executive Team during a period of rapid growth through the successful sale of the business to Gannett. Cross-department business and legal responsibilities including strategic planning, budgeting, vendor contracts and relations, regulatory compliance, and human resources.

Led global legal function in support of key business areas including real estate, facilities, art, and security. Highlights include the negotiation of Fleet naming rights for the Boston Garden, multi-million sales of artwork, and Fleet's first Times Square lease and signage.

Key member of the Executive Team from start-up through the successful sale of the business to Mellon Bank. Significant business and legal responsibilities as the company grew from initial six employees to one of country's largest CMBS services with over $1 billion under management