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Work Background
Seniors Helping Seniors®Franchise Consultant
Apr. 2022Leesport, Pennsylvania, United StatesResponsible for providing leadership, guidance, and support to assigned franchise owners. My portfolio includes 40 franchise owners in different phases of their business evolution and headquartered across the United States. I work in concert with the President and COO.
Dasher Services, Inc.Chief Operating Officer | Remote Teambuilding | Client Retention
Jan. 2019 - Jan. 2021Harrisburg, Pennsylvania AreaA Small Diverse Business (SDB) specializing in Customer Care and Engagement, Data and Cyber response, Community Healthcare Workers, and Mailing and Production conducting business throughout Pennsylvania. Responsible for operational oversight, including remote teams, of the aforementioned service lines with up to as many as 45 team members in concert with meeting company objectives. • Oversaw an initiative through our remote team to deliver on 100% of our annual productivity objective in nine months due to COVID-work constraints for one of our largest clients.
• Part of a team collaborating to earn HiTrust certification. A distinction bestowed upon typically larger entities.
Country Meadows Retirement CommunitiesC/M At Home Executive Director | Business Model Evolution | Multi-site Oversight | Brand Marketing
Jan. 2010 - Jan. 2018Hershey, PAA division of family-owned Country Meadows Retirement Communities. Providing non-medical home care to clients in and around 13 Pennsylvania and Maryland-based communities. Stewarded all segments of the multi-site division, inclusive of management, financial, operational, sales, marketing and recruiting, through as many as 12 leadership team members.
• Attained revenue growth of 40% from $4.2 to $7 million in 3 1/2 years, top 2% of largest in industry, through creation of a client-centric, value-enriched service model.
• Oversaw complete business model transition in to better serve residents of core business which focused our strategy around building and securing the brand all the while maintaining the loyalty and mindshare of the majority of the team.
• Led group of passionate caregiving professionals as large as 275 serving thousands of clients in excess of 100,000 visits annually satisfying the client’s demands for quality and value.
• Drove the average, annual operating margin northward 15% to 26% through streamlining of operations and strategically-improved efficiencies.
• Led a sales and marketing team of four that closed a division-high 82% of their client prospects via execution of a strategically focused outreach.
T-MobileRegional Business Operations Manager | Business Development | Team Leadership | Cultural Values
Jan. 1999 - Jan. 2010Overland Park, KSThe fourth-largest mobile network operator in the United States that serves 54 million customers. (Purchased Nextel and Sprint.) Led and created all customer-relational operations and practices for five states with Nextel. Post-Sprint acquisition, evolved to lead the delivery of customer satisfaction to the largest national corporate clients in a region generating $300,000,000.+ in annual revenues, all through a group of up to 25 dedicated, remote professionals. • Led the 250,000-customer region to the highest customer retention average in the company seven of eleven years through delivery of value and earned loyalty in very competitive marketplace.
• Guided the region to the highest Customer Satisfaction score, at 85%, which grew to 88% via an intense focus on exceeding customer expectations.
• Solidified the revenue stream via seamless execution of an initiative which grew our customers on contract 50% to our company-high of 74%.
• Earned the most prestigious company award, Annual Circle of Excellence, as recognized by peers, with trips to Hawaii, while with Nextel.
• Honored among one of 16 named MVP for within our Business Care Organization, while with Sprint.
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