⇨ Develop and nurture customer accounts through excellent service delivery and communication⇨ Collaborate with each customer to determine desired course of treatment and efficient elimination⇨ Compliance with Enviropest, Federal, State, and Local industry regulations, SOPs, and best practices

⇨ Guidance on strategy, forecasting, and daily operations in customer service and sales⇨ Creation, transformation, and optimization of customer success SOPs & KPIs⇨ Employee development, mentoring, coaching, team building, and succession planning

⇨ Directed account management of 450 School Districts (K-12) and organizational HR services⇨ Managed team of 9; reorganized to optimize employee engagement, eNPS 24 to 57⇨ Implemented new phone/data provider, integrated new phone and help desk systems⇨ Added 257 new Districts; Increased revenue 59% and 51%; 97% District retention and NPS 54

⇨ Board member responsible for player registration and development, Asst. Coach for 7-seasons⇨ Managed 2015 Majors team to the regular season and league tournament championships⇨ Umpired 3-5 games per week for Minors, Majors, and Juniors level games

⇨ Establish strategic partnerships with non-profit higher education institutions in Southern CA⇨ Identify critical challenges and develop custom solutions to accelerate institutional success⇨ Leverage Pearson content and services to advance student access and achievement

Senior Vice President, Enrollment Management & Services – AU | SEP 2012 – AUG 2013⇨ Leadership of Admissions, Channel Markets, Operations, Student Services, and Financial Services⇨ P&L responsibility leading 6-VPs, 2,000+ contact center employees in CA, CO, and IA⇨ Collaboration in successful attainment of WASC accreditation and migration from NCA to HLCVice President, Operations – BPI | JAN 2011 – AUG 2012⇨ Leadership of Student and Financial Services across AU & UOR⇨ P&L responsibility leading 4-AVPs, 600 contact center employees in CA, CO, and IA⇨ Increased enrollment 23% and revenue 36%; 2011 Chairman's Award recipientVice President, Student Services – AU | APR 2008 – DEC 2010⇨ Leadership of Student Services Advising across AU & UOR (KPIs & SOPs)⇨ P&L responsibility leading 4-Directors, 250 contact center employees in CA, CO, and IA⇨ Increased enrollment 294% and revenue 227%Director, Student Services – AU | APR 2007 – MAR 2008⇨ Refined Student Services Advising operations (KPIs & SOPs), execution, and strategic planning⇨ Implemented enhanced retention and attendance reporting initiatives⇨ Increased enrollment 375% and revenue 290%; 4 Managers, 47 Advisors in CA and IAOperations Manager – AU | JUL 2005 – MAR 2007⇨ Designed and implemented Student Services Advising metrics (KPIs) and procedures (SOPs)⇨ Managed Advisors and support staff in delivering Student Services Advising expectations⇨ Increased enrollment from 0 to 6,500; Academic Advisors from 1 to 16

Director of Enrollment – Philadelphia, Cleveland, and FlexNet Campuses | JUL 1999 – JUN 2005⇨ Launched 2-campuses and new modality, Philadelphia (7/99), Cleveland (8/01), and FlexNet (1/03)⇨ Recruited, selected, trained, and mentored all department staff⇨ Developed the protocols (SOPs) and directed the daily operations of the departmentAcademic & Enrollment Advisor – San Diego Campus | JUL 1996 – JUN 1999⇨ New student recruitment; advised on programs, admissions requirements, and finance options⇨ Student liaison for all matters related to University admissions policy and procedure⇨ Monitor student persistence, reentry and advised on academic progress and completion

⇨ Managed daily operations of General Agency Newport Beach office⇨ Provided fulfillment services and product expertise for all agents⇨ Generated and presented product quotes aligned with customer needs

⇨ Florida Marlins 39th round pick June 1992 MLB Amateur Draft⇨ Pursued professional baseball career for four seasons⇨ Ascended minor league levels each season (A, AA, AAA)