Bay Systems, Inc. is a privately held software services company with a history of steady growth and for delivering the highest levels of customer service contributing to an exceptional rate of client satisfaction and project success. As Vice President of Operations, I am responsible for the management of all Professional Services personnel and activities that drive project success, including resource utilization, timely delivery, client satisfaction and employee satisfaction.

Keiser University is a regionally accredited private career university that provides educational programs at the undergraduate and graduate levels for a diverse student body in traditional, nontraditional and online delivery formats. The main campus is located in Fort Lauderdale, with campuses located throughout the State of Florida and internationally. Through quality teaching, learning, and research, the university is committed to provide students with opportunities to develop the knowledge, understanding, and skills necessary for successful employment. Committed to a “students first” philosophy, Keiser University prepares graduates for careers in business, criminal justice, health care, technology, hospitality, education, and career-focused general studies.

Pinpoint Systems Corporation specializes in the implementation and optimization of enterprise marketing solutions. Our services increase the overall profitability of a company’s marketing programs. We offer a unique approach that links marketing processes and technology systems, including campaign management, marketing resource management, single view of the customer, interactive and multi-channel marketing and marketing measurement solutions

Datapartners is a direct marketing list provider specializing in business and residential mailing list industry. Managed and supported the data production and support teams for daily operations. Assessed current processes for the production of client deliverables and wrote a migration plan to move production jobs to a new platform. Worked with the IT department to assess data handling, security and storage policies.

TIGRENT is a fully-integrated training and education company creating, producing, and marketing post-secondary education training programs and materials in the areas of real estate investing and financial management. Researched and identified new value-enhancing alliances and acquisition partners. Lead role in deal negotiations, contract development, due diligence, and other business expansion projects. Prepared three year strategic plan and annual operating plan for presentation to the Board of Directors. Desired results would increase annual revenue growth by 20-30%. Successfully presented proof of concept to a top talent agency and negotiated a partnership to become a branded education distribution provider for health and wellness education for well-known day-time television personality. Responsible for client relationship, marketing strategy, product development, event management and P&L.

Implemented project management methodologies, applied best practices and established standard operating procedures to a department suffering from lack of leadership and structure. Improvements were recognized across employee morale, on-time delivery and reduced budgets. Performed analysis to identify gaps within: current business processes, standard functionality and desired future state. Researched and selected a CRM solution to replace a proprietary platform, improve customer experience, and re–engineer business processes through the use of technology. Senior project lead with full accountability for the $4+ million project managing twelve FTEs and four consultants; collaborated with 30 department heads and 9 executive managers under the leadership of the CIO.

Joined the sales and marketing team, providing technology expertise in new business development, client needs analysis, product and service presentations, proposal development, consultative sales, customer service, and problem resolution; reported to the CEO. Directed three FTE and two FT consultants, and served as the liaison for two off–shore offices staffing developers, project managers and database administrators. Responsible for growing the organization’s largest account generating $1.6 million over two years.

Supervised (5) Account Managers delivering web-based products to more than 25 clients. Provided support to the Sales team to deliver technical product demonstrations to new and existing accounts. Wrote detailed functional specifications and performed analysis to identify process improvements. Directed quality assurance, approved new releases, and managed billing and reporting functions while keeping websites running 99% of the time and data feeds to clients sent on time and in the proper format. Successfully renegotiated contracts with four key accounts post–acquisition, translating to $2 million; approximately 60% of the organization’s annual revenue. Established profitability within the Client Services division in just three months following acquisition by e–Direct, contributing to its favorable positioning to be acquired by Equifax.

Technical liaison between Sales and Client team to identify new opportunities, grow existing accounts and manage on–time product and service launches. Assigned to manage a struggling relationship with the division’s largest account (Hewlett Packard) quickly turning the relationship around and earning the reputation as a problem solver. Awarded MVP for Cash Management; led a process improvement initiative that decreased costs and increased revenues. Retained post–acquisition and promoted to a Director position.