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Work experience


VP, Customer Service & Training

Responsible for all servicing aspects of customer relationship & marketing support for this $400M+ annually international media research company. Responsible for associated order fulfillment and customer service functions. Leadership, staffing and development of team comprised of 40+ professionals with two core competencies; the customer service teams, which were responsible for handling 100,000+ clients calls annually via multiple 1-800 lines & web chats in a 24/7 call center environment in multi-state locations, and the customer support teams, which were responsible for the administrative processing and order fulfillment of orders from the marketplace for a $40M+ application software business. Extensive experience with leading the revolutionary changes brought about by the increasing use of technology in servicing customer marketplace needs. Led creative and technical teams in the creation and introduction of Arbitron’s web based training site, . Most recently led creation of inside sales team focused on using technology in lieu of travel to interact with customer marketplace. Led all facets of the creation and implementation of CRM modules to track, report and mine full scope of customer interactions and touch points including the creation of web based analytic tools. • Implemented the systems necessary to capture, report and analyze real-time customer satisfaction feedback • Led & coordinated web based training initiatives in support of customer utilization of Arbitron software applications • Designed and led the implementation of web based CRM analytic tools to aid in trend analysis • Implemented online technical knowledge base for customer self diagnostic and problem resolution • As a member of senior staff took leadership role in community efforts focused on education & professional outreach • Led program management efforts in the implementation of new web based user management systems

Director, Customer Service & Support

Efforts heavily focused on the transition issues associated with the integration of customer service functions from newly acquired remote subsidiaries. Accomplishments included implementation of comprehensive programs to strengthen, validate and appropriately reward team member accomplishment by accreditation program. Success of these efforts enabled Arbitron to act as a vendor of call center operations to affiliated industry partners and thus ensure a revenue stream from these previously pure expense functions. • Led company efforts in successfully introducing the concept of tele-commuting for remote agents • Introduced 24/7 support into customer environment during this timeframe

Manager, Customer Service

Recruited to manage the daily operation of Arbitron’s customer service inbound call center and order fulfillment teams. Department responsible for tech & user support on all Arbitron application software products and services. Team also had telemarketing responsibility for small market information service and consistently achieved sales budgets every year. Successful efforts were initiated during this time which resulted in the introduction of comprehensive CRM systems into the established workflows of the organization. Several new product were introduced during this period which have seen phenomenal growth (e.g. >$100M sales since 9/93 product inception). Frequent customer interaction included international travel to conduct and/or coordinate on-site training, convention support, and marketplace presentations.

Program Manager

Senior project management position responsible for leading high level, strategic technical development initiatives in the $5M+ annually range. Responsibilities included frequent reporting to senior leadership of company and coordinating efforts among participating critical path organizations. Regular presentations to executive board to gain project approval and report on status were a necessary job function.

Manager, Television Program Titles

Led 80 person unit which was responsible for the collection and processing of television program titling information from commercial and public television stations throughout the country. This information was utilized to maintain files necessary for the reporting of national daily television viewing indices. During this time the unit enjoyed unprecedented levels of consistent superior quality performance. Organization enjoyed on target budget performance each year during this timeframe. Responsibilities included leading user team in redesign of mainframe processing software into desktop components.

General Office Manager

Responsible for all administrative functions of this $2M annually data processing service bureau. Duties included coordinating office staff recruitment and accounting functions. Office staff responsibilities included HR, payroll, purchasing, billing, payables and receivables and, facilities personnel. Responsibilities included frequent contact with customer base ranging from job scheduling through to account processing and ultimate delivery of finished product.




University of Maryland College Park


St. Mary's College of Maryland


25+ years experience building Customer Service teams and all associated strategies, workflows, team management and staffing Experience designing and implementing CRM systems and associated Customer Satisfaction systems Extensive public speaking and community outreach experience Project Management of large scale, strategic development initiatives


To obtain a senior management Customer Service position with a major public/private entity that values its' customers and their relationships.