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Work Background
ResultsCXSenior Director PMO
May. 2018 - Sep. 2025Dallas, Texas, United StatesLed a globally dispersed high performing team of project managers and associate project managers that both maintain and fulfill existing clients’ evolving needs as well as launch new clients and additional lines of business inclusive of site changes, seasonal ramps and business growth. Built the Associate Project Manager team and the Operational Project Management team from the ground up, inclusive of program concept, hiring criteria, interviewing, staffing, development, goals / objectives, departmental operating processes, and their interaction / support with internal and external customers. Served as the Project Manager for critical corporate and customer initiatives including: acquisition assessments and integrations; site launches and closures; data center moves; corporate rebranding initiatives; internal IT implementations; client launches and ramps; and launched the Results Work@Home initiative for 15K agents globally at the onset of COVID. Established Key Success Metrics and developed an efficient project management reporting system complete with Executive Summaries and drill-down capabilities for department and executive level reviews. Maintained routine performance reporting, timeline status, resources, costs, performance metrics and status metrics for my teams.
It Works! GlobalProject Manager - Sales and Marketing Integration
Jun. 2016 - May. 2018Palmetto, FLManaged cross-functional teams of task owners and stakeholder from sales, product development, marketing, and communications on 30+ global projects simultaneously. Created and implemented communication plans to manage and ensure high expectation satisfaction for all stakeholders, which included C-Suite / Senior Executives, Distributors, Customers, Outside consultants, Vendors, and others. Worked directly with It Works! Executive team to facilitate the formulation, communication, and execution of the annual, quarterly, and monthly Global Sales & Marketing Strategic Plans. Produced marketing plans inclusive of overall theme, key messages, program initiatives, and staff training. Lead and oversaw the development a Marketing Management Office which improved processes within the Marketing Department, including Product, Field, Apparel, Social, and Creative. Functioned at the liaison between Field Development Representatives and the Business for training and education on sales and marketing initiatives.
GaggleTraining Director / Account Manager
Aug. 2010 - Jun. 2016RemoteManaged the team of trainers and documentation specialists. Developed and delivered internal and external training at customer sites, conferences, and virtually. Designed and implemented product implementation plans for customer accounts. Worked with Sales, Implementation, Customer Service, and Account Management to conduct meetings, renew annual contracts, design action plans, develop trainings, and monitor product utilization for key stakeholders. Wrote articles, blog posts, and social media content on product integration and trends in education.
BLI MessagingRegional Sales Manager - Product Owner
May. 2008 - May. 2010Providence, Rhode Island, United StatesRegional Sales Manager for Alert Solutions, which is a vertical market for BLI Messaging. Managed a highly successful sales team. Exceeded individual and team sales goal, growing the customer base by more than 50% each year. Formed relationships with multiple decision makers at the school and district level within key accounts. Worked with Research and Development to design the platform and create all subsequent technology upgrades. Developed customer friendly application training programs and user guides. Designed and implemented a dynamic customer satisfaction measurement program. Educated employees on new products, customer service strategies, and industry trends. Created and managed all marketing initiatives.
Customer Care InstituteDirector of Programs
Jul. 2005 - May. 2008Atlanta, Georgia, United StatesCreated, implemented, analyzed, and presented customer satisfaction measurement and quality assurance projects for clients from a variety of industries. Designed and executed internal training programs for clients across industries on a variety of topics. Managed all aspects of Customer Care certification programs including but not limited to: created curriculum, leader and participant guides; arranged in-house conferences, workshops, and training programs; produced interactive online courses. Planned and implemented annual Customer Care Forums. Served as Program Coordinator and President of Atlanta SOCAP (Society of Consumer Affairs Professionals) chapter. Honored as SOCAP STAR and awarded “Best Program” for planning and implementing a SOCAP regional conference, including keynote speakers, and a panel of industry experts, attended by over 200 members.
Harry Norman, RealtorsRealtor (Part-Time)
May. 1998 - Dec. 2002Prepared contracts, purchase agreements, closing statements, and leases. Obtained and marketed real estate listings with the Metro-Atlanta area. Accompanied buyers during visits and inspections of property, advised them on the suitability and value of the homes based on current market conditions. Successfully negotiated contracts to finalize the sale of real estate property.
JacadiStore Manager
Jun. 1996 - Jun. 1998Atlanta, Georgia, United StatesRecruited, trained, and developed a staff of ten employees with a focus on customer service and retention. Handled inventory management and stocking activities, scheduled employees, analyzed sales figures, and assisted in forecasting future sales. Interacted with customers to build relationships, identified and resolved issues, responded to comments and complaints, and maximized opportunities to ensure customer satisfaction. Played a key role in advertising and promoting the company throughout the Southeast, through marking campaigns, post-sale follow-up, and trunk shows. Conceptualized and implemented all aspects of store merchandising to create a welcoming shopping environment.
Cobb County SchoolsTeacher
Jun. 1992 - Jul. 2005Marietta, Georgia, United StatesDeveloped and implemented the curriculum in a variety of classroom settings. Ensured the implementation of Special Education Law for more than 100 students by other members of the teaching staff. Created teacher, student, and testing schedules. Advised parents and students on current and post-secondary options. Coordinated and managed high school and middle school cheerleading programs, high school wrestling programs, girl’s high school soccer program, and academic achievement for the football program. Served as liaison to Administration on the School Leadership Team.
ResultsCX
Fort Lauderdale, Florida
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