Career Experience

During the course of my career, I have successfully worked for a variety of organizations; telecommunications, non-profits, and higher education institutions, a variety of firms from Fortune 50 to less than 100 employees.  I have provided value in working for all of them, and have found satisfaction in aspects of all of them as well. 

I am a mission driven professional who believes in the concept of doing well while doing good.

I have been able to provide value to previous employers by:

Business Case Development

In multiple roles I have been accountable for the development of, or contribution to, strategic planning and business cases for products and services.  These products and services run the gamut from operational process improvement to web-based customer interfaces to new product development.  Utilizing SWOT, risk analysis and financial modeling, I have been able to illustrate best courses of action for previous employers, including the implementating of a Role-Based Access Model for PMI's website.  

Process Analysis and Improvement

I have been tasked with improving process in every leadership position I have had.  Whether it be field technician contact practices while working for Bell Atlantic / Verizon to restructuring and improving the application audit for PMI’s multiple credentials, to Faculty and Staff payroll deduction for Widener University’s Development Department, I have taken and improved these processes with an eye towards customer satisfaction, increased efficiency, and process consistency.  My efforts with Widener have resulted in record participation rates for Faculty and Staff, up to 51% from 38%.

Organizational Strategy

I have consistently been selected, regardless of where I was working, to represent my department as a contributor to strategic planning initiatives.  These have included technical rollout projects, systems integration, organizational planning, and other programs. 

Volunteer Management

While working for both PMI and Widener University, I had been made accountable for several volunteer initiatives.  I have lead groups of volunteers to successful outcomes whether it be examination development for credentials, credential retention requirements, or steerage of Widener University’s PMC Museum.

Customer Service Management

Providing a positive customer experience can define your business.  I have had responsibility, in several roles, for groups who had front line customer contact.  I have led outside field technicians and have been responsible for their daily interactions with hundreds of customers on a daily basis.  I have also been accountable for a team of second tier customer support specialists who handled customer escalations based on technical or service issues.  In all of these roles, I have been able to stress the role of the customer and provide focus on their experience. 

Team Management

During the course of my career, so far, I have led teams of individuals as diverse as technical support, to frontline customer service, to staff roles in support of organizationally strategic initiatives and analytics.  I have been accountable for the performance of teams as large as 64 telephone technicians and as small as two staff direct reports.

Training and Development

I have both managed teams of corporate trainers in customer service, and have been a trainer and facilitator as well.  I managed a team of professional trainers in the Mid-Atlantic region for Verizon, accountable for both the delivery of training materials and for the relevance of those materials.   I have worked with organizational leaders to make sure that training provided met the needs of the staff in real world situations.  I have, as a trainer and facilitator, been accountable for onboarding programs and technical rollouts for Verizon and PMI.

Project Management

While with Verizon and PMI, I had been accountable for the execution of several projects, both technical and process based.  As a lead planner for Verizon, an aspect of my role was the successful rollout of systems and system upgrades, utilizing organizational project management methods.  At PMI I was accountable for the implementation of new processes, again using project management methodologies.

I have two certificates from Villanova University in Project Management; Essentials of Project Management and Mastering Project Management.

Development and Fundraising

As Director of the Widener Fund, I was accountable for the University’s discretionary funds.  I was able to update processes around Faculty and Staff Giving, Senior Class Giving, and overall solicitation strategy for the general alumni population.  In 2012, under my management, fundraising for the Widener Fund was greater than the previous fiscal year for the first time in 8 years.