Since 2012, I've been the Chaos Queen, your go-to organization consultant, speaker, and trainer. I'm dedicated to guiding your business toward lasting success. At the heart of what I do is a simple belief: engaged employees, intelligent practices, and prepared leaders are the magic ingredients to improve employee retention.Here's a bit about what makes me different:A Jill of All Trades: With expertise in IT, HR, Training, and Operations, I bring a well-rounded perspective to tackle any challenge head-on.Budget-Friendly Brilliance: I’m here to show you that strategic, cost-effective solutions can boost your team's morale and bottom line.Strategies That Stick: I love turning big ideas into actionable plans that lead to real, measurable improvements.Keeping It Real: I lead with heart and humor, believing that tackling even the trickiest people challenges can be done with warmth and compassion.Well-Equipped With Wisdom: Thanks to my MA in Adult Education focused on Workforce Development, a mini-MBA, and several top-notch certifications, I'm always clued into the latest research in employee experience.I've had the joy of collaborating with various industries—from a four-seat call center to several multinational companies and everything in between. Whether in the thick of operations or steering the HR helm in companies spread across 26 states, I've seen a lot and implemented even more.My sweet spot is partnering with businesses from 1000, or more, team members, especially those dealing with high turnover or operational puzzles. If you're in this boat, consider me your dedicated ally.Choose me, and you're not just getting a consultant; you're gaining a business partner committed to your success. I’m here to untangle the complex, spark innovative change, and elevate the experiences of your leaders, employees, and customers alike. Together, let’s inspire a workplace where every leader and employee wants to stay.

My speaking journey has seen audiences across professional service organizations and national conventions, where I merge expert insight with compassion and humor. My mission? To transform workplace turmoil into triumph, focusing on employee satisfaction, building leadership strength, and implementing fiscally innovative strategies as the pillars of lasting business success.I am a proud member of the National Speakers Association and also take pride in being a pleasure to work with. As a beacon of innovation and transformation in the business world, I am ready to guide your organization to conquer chaos and embrace success.Available Programs Employee Retention without Effort: Simple Solutions to Secure Talent without Expanding HR Practices Smashing Business Chaos: A 360 People Approach to Change Your WorldThe Secret to Customer Service Excellence Past EventsSoutheast Relocation Council Conference – Main Stage and Workshop SpeakerAmerican Academy of Private Practice in Speech Pathologists and Audiology – Main Stage SpeakerNational Learning and Development Month Celebration – Main Stage SpeakerSodexo and the University of Indiana, Evansville - Workshop Speaker Women’s History Day Conference Cape Coral, Florida - Opening Speaker.

SCC is proud to be the exclusive USA distributor for the successful European employee testing, development, and engagement platform, RealMove Predictive Analytics. I serve as the chief administrator for the U.S. market.This one cloud-based tool with only a ten minute employee commitment bi-weekly can evaluate the knowledge of your employees, which affects their ability to effectively deliver on your promise to your clients and customers. More critical in today's environment is the ability, with 85% accuracy, to predict future employee attrition in the next 90 days. Imagine the resources and dollars saved in recruitment and loss of productivity if that was applied to your business.For more information, visit our FAQ website: www.sccservicesgroup.com/RPA, or call me directly at 407-906-6650. I am happy to answer your questions, as I know this can be an effective game changer for your business.

At the heart of my mission lies the ambition to create enduring business results through employee satisfaction and customer loyalty. My vision is clear: businesses can not succeed without reducing turnover and enhancing the customer experience. My proven client experiences have done just that.What Sets Me Apart:Multidisciplinary Excellence: I possess a diverse skill set encompassing IT, HR, and Operations. This allows for a holistic approach to problem-solving.Financially Grounded: I deliver efficient, cost-effective solutions that benefit employees and the organization. Strategic and Tactical Expertise: I merge strategic thinking with hands-on execution to ensure that plans result in measurable improvements.Compassion and Humor: I value kindness and humor, and strive to make unpredictable matters, especially when it comes to people operations, more human and accessible.Highly Educated and Certified: Armed with an MA in Adult Education, focused on Workforce Development, a mini-MBA, and several professional certifications, I am in the latest theory and application of employee experience. As a member of the SCC team, it has been an honor to consult across diverse industry verticals, including hospitality, call centers, medical practices, retail, manufacturing, non-profits, and for-profits. In corporate roles, I have worked in operations and multiple L&D roles. Additionally, I served as VP of HR in organizations ranging from 150 to 1200 employees, operating across 26 states.My ideal client is a company with 100 to 1000 employees grappling with high turnover rates. These organizations may lack a formal HR department or need assistance resolving operational challenges. Organizations find not just a consultant with me but a dedicated partner who brings extensive knowledge, compassion, and a proven track record of success. I can simplify complexity and drive innovative transformation by enhancing the leadership, employee, and customer experiences.

Hana Group US LLC is a part of the global retail sushi making company Hana Group. Headquarters are located in Paris, France, operating in twelve European nations and the United States. I was the highest US HR officer for 1200+ US based employees located in 26 states. The US corporate operation was 100% remote. It was a matrix report structure, directly to the CHRO in Paris and a dotted line to US CEO. I led an HR team of seven professionals. This responsibility included all HR administration, strategic, and tactical functions for US employee base. Project SamplingLed project to source new medical and health insurance broker. Company saved money in insurance costs, and new broker improved Open Enrollment experience. Digitizing antiquated HR functions. Improving Town Hall for a remote workforce.

Tony Roma's is the US based iconic restaurant brand, The Place for Ribs. This company store and franchise modeled restaurant operations continued to innovate in menu and grow in global locations throughout my tenure.I reported directly the President and had Board reporting responsibilities. I was the sole HR officer for the corporate and company owned stores, approximately 130 employees, all in the state of Florida. I also managed a team of three in the training discipline. That team was responsible for new store and menu training for our domestic and international franchise partners. A Sampling of accomplishments during my tenure: Implementing two large organizational structure changes, Updating and delivering new employee handbook in line with current sexual harassment legislationDecreased payroll vendor liability by $75K annuallyRestructured Training team to develop "Training in a Box," materials for remote franchise menu conversions. This decreased corporate training team's time on-site for significant implementation savings.

I work with companies who want to create superior customer experiences, improve business results through creating better training programs, and increase employee engagement. This is what I was born to do, and I love doing it. About my class, "The Secret to Service Excellence"You are not generic, and training programs should not be either. My unique classes blend my best practice expertise in communication and customer relations with your real world business policies and culture. It's a perfect marriage of setting the service bar high and giving your team realistic tools to get there. We'll have fun, your team will be energized, and your customers amazed. Past ClientsOne Legacy - Non Profit Marriott Vacations WorldwideFlorida Restaurant and Lodging Association SodexoChampion Utility TOHO Water Authority Romacorp SpeakerRelocation Directors Council, Mentors and Masters program, Keynote, "Looking Forward by Looking Back" Jacksonville SHRM Program Speaker, "Strategies for Today’s Multigenerational Workforce"International Customer Service Association Program Speaker, "Customer Service Boot Camp: Back to Basics Training"Southeast Regional Relocation Council General Session Speaker, "Transferee’s Point Of View.” Other Roles Member of The Travel Institutes Professional Educator Board Adjunct Professor with Valencia CollegePlease view my website for more information: www.thecustomerservicegurus.com.

Managed team of direct reports for design and delivery of training initiatives to 500 phone agents, across 3 domestic contact centers and two product lines. Projects touched all areas of performance: from technical to soft skills, performance gaps, or educating team on new products developed by the business.

Independently developed, delivered, and measured success of ad hoc and strategic training initiatives for 500 persons in a contact/call center environment. Scope of projects range from simple just-in-time job aids to more elaborate e-learning events. Equally skilled, and required, to facilitate various events.

Responsibilities centered on project management for training portion of multiple concurrent information technology implementations. IT projects required performance consulting tasks between IT development team and business partners. Designed, developed, and executed training plans partnering with the businesses affected by particular changes in current systems or the introduction of new systems.

Originated position for Coldwell Banker requiring creativity and expanding skills to administrate a statewide program and developing knowledge of real estate industry. Organized and facilitated training sessions of various lengths requiring partnering with leadership, area vendors, among other stakeholders in order to develop quality training events for state’s 200 property managers and 3000 real estate agents.

Partnered with client (Citibank) to analyze, design, deliver, and facilitate team training for ongoing new software implementations and product support for HRIS/Peoplesoft call center. This working relationship ensured a continuing strong partnership with Citibank who eventually added more services.

Highlights: Opening Team Disney's Port Orleans Resort, Merchandise 1991Work Experience Program Participant, Disneyland Paris 1995 Opening Team Disney Cruise Line, HR 1996