TTEC Digital is a global leader in customer experience orchestration, combining technology and empathy at the point of conversation. Today customer conversations, and the contact center technologies that support them, are inseparable. We bring decades of innovation experience across the world’s leading contact center technology platforms – and blend it with in-house expertise in CX strategy, data and analytics, AI and more – to help organizations maximize their technology investments and create truly exceptional customer experiences.My current assignment is to the Genesys practice where I manage multiple projects, migrating customer’s phone systems from on premises to Genesys Cloud, including technical changes, Work Force Management and other custom add-ons

Host of the Commemorative Air Force's weekly WarbirdTube Webinar Series. The series focuses on World War II aviation, including aircraft histories and interesting personalities. The episodes are shared live on the GotoWebinar platform and posted to YouTube for on-demand viewing. Nearly 200 unique episodes are currently available for on-demand viewing. Total views per episode currently range between 3,000 and 30,000.

Announcer at various air shows. Volunteer Air Show Announcers Chairman (2012 – present) for EAA AirVenture Oshkosh, the world’s premier aviation event. Duties include scheduling five hours of daily non-air show interviews and events; ensuring sponsor announcements are fulfilled according to contracts; hosting interviews; coordinating announcing team schedules and logistics; volunteer management and coordination with EAA Staff to ensure a high-quality show. Other shows include Wings Over Dallas (2016 - 2019, 2021, 2022); Warbirds Over The Beach (2021, 2024); CAF Aviation Discovery Fest (2023); National World War II Museum's Air, Sea and Land Festival (2015 - 2017); CAF AIRSHO, Midland, TX (2012 – 2019); Corsicana Air Show (2017); Breckenridge, Texas (2018)

Successfully led and delivered implementation projects leveraging project teams, scope management, adherence to budget and timelines, and proven project management methodologies. Profitable and on-time projects include complex conversion for an international clothing company and integration/migration of multiple systems for top-tier professional services firm.• Led team of six developers working to create custom reports using Microsoft Dynamics 365. Our approach was hybrid with daily scrum calls to track progress and eliminate roadblocks. The team completed the original body of work on time and on budget.

Create partnerships with property-management leaders and local contractors, supplying insight, products, and services to help each achieve successful completion of projects, while building loyalty to Lowe’s. Managed phased product sales to accommodate project progress from basic building materials to flooring, finishes, and appliances and final project completion.• Recorded sales of more than $1 million in first eight months of FY 2021, earning "Lowe's President's Club" award.• Increased our largest customer’s total spend from $200,000 to more than $2 million is less than 18 months

Spearheaded the continued growth and retention of membership within the CAF, supporting the success of the organization and local Unit recruitment efforts. Implemented marketing strategies to grow the CAF Membership; coordinating membership-marketing campaigns, to include join and renew strategies; prepare, present and track the Membership trends and departmental budget; support strong person-to-person customer service culture and supervision of the Membership Team. Additional duties include leading the planning and execution of the annual Wing Staff Training Conference with the Vice President of Administration; coordinating CAF exhibits at various airshows; event management and execution. • Increased core membership by 5% while maintaining 84% retention rate; member satisfaction increased due to increased focus on customer experience• Redesigned annual leader training conference leveraging cutting-edge adult-learning techniques with a focus on personal growth and company success. Attendee satisfaction scores exceeded expectations and grew annually• Increased the number of local membership units by 14%• Upgraded data management and membership record integrity and processes, reducing data issues to lower recruiting and renewal costs• Led team that created and executed annual air show, drawing nearly 20,000 attendees, combining flight demonstrations, veteran interviews and living history interactions.CAF Headquarters: monitoring and management of the facilities, including creating and monitoring budgets, repairs and improvements; maintaining key logs and the office telephone system; managing the Local Area Network (LAN) in cooperation with outside consultant; coordinate repairs and upgrades to the LAN. Other Duties: oversight of CAF's extensive artifact collection, including the world's largest collection of authentic World War II aircraft nose art.

Supervised the daily operation of the CAF Airpower Museum including staffing, budgets, and collections management. Created and executed a detailed project plan to close and decommission the facility. • Led relocation project to move Museum artifacts, associated displays, three aircraft, and numerous vehicles to new facility in Dallas • Directed a major project to pack and move 34 rare World War II Warbird Nose Art panels valued at $3.4 million. Created project plan for all packing, logistics, and display at Experimental Aircraft Association in Wisconsin for temporary exhibit. • Created and implemented a set of collections guidelines to professionally manage accession and deaccession of artifacts conforming to American Alliance of Museums standards • Managed special events to increase community interactions at the museum and add revenue to operating budget • Revised the original Nose Art movement plan to transfer the panels to the new CAF HQ in Dallas. Project was delivered on time and within budget (Sept. 2019)

Accountable for the organization’s financial stability through donations of funds, objects and services to support the capital, planned-giving, matching gift, endowment and grant programs. • Increased annual cash donations more than 600% to $750,000• Increased sponsorship of the famous CAF AIRSHO by securing a multi-year agreement worth $50,000, guaranteeing the financial success of the event for the next two years• Obtained sponsorship for annual CAF Museum events to ensure success, including Memorial Day ceremony, Mustang Stampede Car Show and Hops and Props Beer Tasting• Contributing member of Due Diligence Team reviewing relocation options; led relocation project including moving CAF corporate offices and eight employees to Dallas, with no customer impact

Successfully led the operation of the EAA Young Eagles program. The mission of the program is to expose young people to the opportunities available to them through aviation. Flights are provided by a network of local volunteers. Led team accountable for P&L responsibility, media relations, marketing and promotion, website creation, and risk management. • Grew program 1700% from 100,000 to 1,700,000 Young Eagles, 18,000 of whom are now pilots• Created volunteer recruitment, recognition, and support services providing outstanding customer service to 40,000 pilots and ground volunteers. • Managed national celebrity chairs, including Harrison Ford, Gen. Chuck Yeager, and Sully Sullenberger• Established inaugural Speakers Bureau of more than 500 nationwide speakers and online Calendar of Events• Increased efficiency and efficacy of web-based tools for pilots and members while significantly decreasing overhead• Developed and delivered a series of two-day workshops for EAA chapters attended by more than 220 chapters• Media relations• Created engaging content for a branded web site and Facebook accountAdditional duties: Voice-over for EAA TV productions; creating and managing an all-volunteer staff for EAA Radio during AirVenture Fly-In; scheduling coordinator for evening entertainment programs at Theater in the Woods during AirVenture and event host.

Duties included creating ads for EAA products and services; Museum marketing and advertising; creating and tracking of annual merchandise and video catalogs; editorial and layout of the annual Fly-In Convention program. Content creation and writing for EAA's award-winning World of Flight calendar. Additional duties included working with Director of Public Relations with media relations and interviews.Voice overs for EAA video productions; Associate Editor, EAA Sport Aviation for Kids magazine (1993 - 1996); script writing.

Duties included writing news releases and related promotional material and the weekly company newsletter (internal). Assisted Director of Public Relations with media relations and interviews at EAA events including the annual Fly-In Convention. www.airventure.org

Various roles including On-Air announcer; commercial production, occasional news and farm reporting, live remotes, automation programming.Air shifts included evenings, mid-day, morning and afternoon drive.Program Director 1986 - 1988