Reports to the Director of State Parks. Responsible for managing major program areas: Marketing, Volunteerism, Visitor Experience, Reservations, and Technology for the Division of State Parks. (agency changed title policy so this position is actually a promotion from my former position which had a Director title).

Responsible for oversight of administrative functions for Virginia State Parks including reservations, logistics, and serves as liaison between Division and agency central support divisions. Coordinate marketing for the Division. Developed and manage the Virginia State Parks social media campaign..Twitter: @VAStateParks http://www.twitter.com/VAStateParksFacebook: http://www.facebook.com/virginiastateparksBlog: http://blog.virginiaparks.orgWebsite: http://www.VirginiaStateParks.gov

Directed the daily operation of the Virginia State Parks Reservation Center, which makes 75,000 reservations and answers over 120,000 calls annually. Mediated all customer disputes related to reservation center operations as well as customers unhappy with their experience at individual parks. Resolved complex operational problems on a daily basis. Assisted as liaison between field staff, central office and customers. Hired, trained, scheduled, supervised, and evaluated up to twenty-seven employees. Directed computer operations for the Center including ad hoc reporting. Worked closely with proprietary software vendor on specialized data base software used by the Center. Monitored all financial transactions (collect over $3 million in revenue annually). Process paperwork for refunds. Audited integrity of credit card transactions and researched discrepancies. Directed monthly reconciliation of collected revenue to state accounting system and completed ATVs as required. Prepared revenue budgets for camping and cabin facilities by parks and monitored progress in meeting targets monthly.Major Accomplishments: Re-engineered call center to better serve the public through improved customer service and increased offerings including scripting, referral and up sales, and improved monitoring of calls. Spearheaded effort to revamp cancellation policy to reduce refunds and last minute cancellations. Proposed and coordinated implementation of major change to State Parks information provided over the Internet to increase information available to the public on parks and facilities. Served as division's Y2K coordinator. Implemented internet reservation system. Designed new training strategy and reduced training time for seasonal workers by 66%.

Accounting services and consulting.

Responsible for directing all administrative support for corporation operating sixteen convenience stores and several other businesses, with gross revenue of $10 million. Duties included supervision of all accounting functions (budgeting, receivables, payables, general ledger, financial statements, liaison with CPA firm and government auditors), personnel (hiring, training, payroll, record keeping, benefits, unemployment claims), business insurance, purchasing, computer support, and customer relations. Created a preferred customer marketing program. During tenure corporation grew from three locations to sixteen so it was necessary to design administrative support to operate in a rapidly changing environment. Developed all processes for reconciling daily deposits, managing automated fund transfers to and from vendors. Converted from manual record keeping to a computerized system and later to a PC based network. Developed decision packages on new acquisitions including preparation of packages to support financing requests. Liaison to three major oil companies for credit card processing and gasoline deliveries.

Database management, customer service, general administration, office support.

70 year real estate title searches, title insurance underwriting.