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Summary

  • Dynamic mentor, coach, and instructor with demonstrated capabilities in instructional design, student centered learning, and student engagement. 
  • Enthusiastic, talented, and caring teaching professional with more than 15 years of instructing expertise.
  • Technical and business instruction and teaching with 15 years experience. Specialty areas include human resource management, management, marketing, strategy, leadership, change management, customer experience and excellence, employee engagement, and business operations.
  • Accomplished business leader with over 30 years of management, strategy, product development, delivery and operational experience in the accounting and software industry.
  • High-profile executive successful at leveraging career experience to enhance organizational productivity and efficiency by effectively directing and supporting operations, services and solutions.
  • Cutting edge IT executive with an entrepreneurial spirit, strong business acumen and record of success in delivering solutions to operations, cost management and risk reduction issues.
  • Experienced executive specializing in corporate development and strategic planning

Education

2004Present

Doctorate of Management in Organizational Leadership (DM)  - Course work completed, dissertation written.

University of Phoenix School of Advanced Studies

Management and Organizational Leadership

20012003

Master of Arts in Organizational Management (MAOM)

University of Phoenix

Organizational Management

19761980

B.B.A

Baylor University

Marketing and Management

Work History

Nov 2015Present

Senior Director, Support Services & Operations Effectiveness

Thomson Reuters Tax & Accounting
  • Defined strategy and business plan for overall Support Services including the Call Center for Customer Service, Technical Support, and Product Usage and the Regional Sales Support Team.
  • Collaborated with Thomson Reuters Tax & Accounting Finance Operations and Customer Operations to ensure most efficient processing of all business transactions.
  • Directed the development of business operations' process and policy for multi-million dollar business. 
  • Drove Customer Experience outcomes: increased renewal rates, reduced churn, drove expansion in existing accounts, and increased our support and training.
  • Monitored and updated current customer programs, and implemented new programs to enhance our customers' experience.
  • Led the Change Management & Communication Committee for large organizational change. Developed and implemented change and communication plan.
  • Exceeded company objectives consistently each year employed.
May 2012Nov 2015

Senior Director, Product Support & Operations Effectiveness

Thomson Reuters Tax & Accounting
  • Defined strategy and business plan for Product Support including the Call Center for Technical Support and Product Usage, User Assistance Documentation, Product Training, Self-Help Tools including the design, development and maintenance of the product support and training websites.and the proprietary learning management system.
  • Responsible for all Customer Success activities (product support, product training and documentation, customer experience, user adoption, etc.) for the global customer base of Checkpoint, SMART Practice Aids, and other SaaS/Cloud and on-premise software products.
  • Directed "Learning at the Moment of Need" Initiative, which reduced customer support calls by 20% and enhanced the user's experience with our software products. This initiative also won an Award of Excellence from Thomson Reuters Tax & Accounting and a Best in Show award for design from the Society for Technical Communication. 
  • Defined strategy and business plan for all Customer Operations' business system design, development, and maintenance including monitoring user adoption and Operations effectiveness.
  • Responsible for P&L accountability for a multimillion dollar budget
  • Exceeded company objectives consistently each year employed.
Apr 2003May 2012

Director, Customer Training, Documentation, and Sales Enablement

Thomson Reuters Tax & Accounting
  • Defined strategy and business plan for user assistance documentation, product training, and self-support for the Knowledge Solutions business segment of Thomson Reuters. 
  • Led the design and development of course curriculum, course handouts, lectures, and presentations.
  • Participated in program level learning assessment. Participation included helping articulate learning outcomes, choosing and administering measures, evaluating student performance, and suggesting changes to improve student learning.
  • Built strategic alliances with Product Management, Product Support, Product Technology, Sales, Finance, and Operations that resulted in the development of a streamlined development process for all product support communication, user assistance documentation, product training, and self-support tools. 
  • Directed the Web initiative (including the design and development of the corporate website/e store) which boosted eCommerce sales by more than 300%.
  • Exceeded company objectives consistently each year employed.
Feb 1998Apr 2003

Senior Manager, Documentation and Training

The Thomson Corporation
  • Partnered successfully with Product Management, Product Development, Outside Industry Experts, and the Customer to produce award-winning user assistance documentation, product training, and self-support tools for flagship software/web products for  industry leader in the Accounting, Tax, and Auditing industry.
  • Hired, trained, coached, and mentored 25 staff including technical writers, instructional designers, multimedia developers, graphic designers, and web programmers.
  • Exceeded company objectives consistently each year employed.