Led the transformation of the Community Banking go to market offers, SaaS-Software-Service sales performance, customer experience, and operational execution. Implemented a segmented market strategy to meet the specific needs for each sub-group based on customer profiles and business objectives.

Successfully led global sales team to transform the largest retailer's front end operations and business model.- Revenue growth of 500% over 2 year period and 30% margin growth- Led negotiations team for new Hardware, Software, and Services- Completed $1.2B sale inclusive of HW, SW, and Services with recurring revenue of $200M+ annually.

Responsible for all Client Operations including: Customer Satisfaction and Executive Relationships, Contact Center Management, Field Service Delivery, Project Management, P&L Execution, and contract negotiations.

• Develop strategic service delivery methods to insure customer satisfaction and maximize profitability• Work cross functionally to implement industry best practices • Consult with sales team to develop sales strategies and cost structures for new and existing accounts• Responsible for all project execution• Implemented training program to insure field staff has the latest technical knowledge and customer service skills• Manage Regional staff to insure we maintain “World Class Customer Service” while controlling the cost of service• Complete P & L responsibility for all service delivery

• Strategically developed a national service network of 200+ service providers and over 3,000 technicians to provide OEM service break fix repair and new installation services• Partnered with contact center operations to develop cohesive processes in order to insure timely and quality service events• Recruited and mentored Regional managers to develop a “Best in Class” service company• Developed service solutions for Fortune 500 companies that increased sales revenue and reduced operating cost• Designed and implemented processes for all aspects of the field operations and project management teams• Created metric scorecards to measure success of service providers against our SLA’s and KPI’s• Maintained industry high customer satisfaction results • Worked collaboratively with internal and external customers to develop solutions for our clients

• Helped model, implement, and launch the labor force for Circuit City’s service brand known as firedog™. Responsible for working with new business lines and developing the fulfillment model to suit customers’ needs.• Implemented the first in store scheduling system in Retail sales.• Helped develop the in home customer experience model for firedog™ installations• Developed and implemented the sales and fulfillment strategy of our store sales of Home Theater Installations nationwide. During this time sales increased from 40 million in 2005 to 160 million in 2007. Helped grow the overall firedog™ business 400% in a 2 yr period. • Significantly increased net margin for the P&L management of the firedog™ Home Theater services, $200+ million annually.• Collaborated with multiple business line owners at the corporate office to grow and improve the firedog™ brand and store displays for firedog™.• Designed and implemented the contracts for the 3rd party vendors. Developed and implemented the vendor SLA’s and company scorecard to measure the success.