• Boosted HART’s image with the implementation of community engagement efforts that produced over 200 activities and 77 outreach events throughout Hillsborough County. • Improved HART and TECO Line Streetcar social media following by 12.6%. Social channels received 9,108, 528 total impressions in FY18. • Established a robust media approach to heighten HART’s image on local, state, and national levels. Created 69 published articles, 18 interviews, 24 press releases, and 44 editorials over a 12-month period.• Developed a strategic communications strategy including talking points, PowerPoints, and media preparation, for the CEO, Executives, and Board of Directors to increase visibility and positioning as industry thought leaders. • Secured major sponsorships with two local professional sports teams in Hillsborough County, and a premier supermarket chain sponsorship. • Led the TECO Line Streetcar website redesign. Transformation included real-time maps, mobile compatibility, ADA compliant colors and fonts, and user-friendly navigation. • Directed the launch of 34 campaigns for HART and the TECO Line Streetcar. • Acknowledged as first place marketing and design winners by the American Public Transportation Authority, Florida Public Transportation Association, and American Graphic Design.

• Oversaw a $900K budget and a staff of 10, in addition to strategy and execution of external/internal marketing, communications, customer service and event based initiatives• Collaborated with the CEO and executive leadership.• Determined key priorities and plans for marketing, communications and public relations while identifying the most effective delivery methods and channels to reach target markets.• Reduced operational printing costs by $500K by streamlining processes and improving project efficiency related to the production of 98% of the organization’s collateral materials.• Decreased customer complaints and response times by 30% with new processes and metrics.• Enabled staff to develop brand equity through community partnerships, relationships with the media, business enterprise revenue programs and innovative brand activation initiatives.

• Appointed by the CEO to serve as the primary media spokesperson. • Managed multiple business units including Marketing, Communications, Multimedia, Print Shop, Public Relations and Community Outreach, and Customer Service. • Reported to the JTA Board of Directors on customer service performance. • Negotiated and managed vendor contracts for the Customer Service Mystery Shopper Initiative. • Represented the organization to the Mayor’s Office, City Council, and State & Federal Legislators.• Identified talent through the recruitment process and developed staff through training and performance feedback. • Facilitated all community relations and partnership events in accordance with JTA’s mission, vision and brand identity.

• Managed fixed-route and paratransit contact centers, receiving 600,000 inbound calls annually and employing 40+ team members. • Identified cutting-edge call center technology and improved call center production 45% in the first 12-months of operation. • Automated the complaint process and decreased customer complaints and response times by 30%. • Developed comprehensive training and quality monitoring programs. • Led ticket booth operations in the largest transit hub in Jacksonville, managing 12 supervisors, managers and staff.• Created and launched the first external customer satisfaction survey measuring performance in all contact centers.• Established departmental call calibration sessions and regular meetings to improve performance and communication. • Led the formation of the STAR Card Customer Service unit to include writing policies and procedures, job description design, training, and talent acquisition.