I advised the CEO on appropriate organizational actions and needed improvements. Grew the Customer Support from two people to more than thirty domestic team members and an...more international overflow desk.
Led Development Team that created innovative products. Hire a dynamic leadership team for the Development Team to scale the business.
I had oversight for Support, Business and Product Development, Customer Support, Sales and IT. Developed Partner and Vendor Relationships.
Developed strategic plan for Contact Center and Customer Loyalty group to accommodate the rapid growth of organization Coordinated with the CEO and COO on best practices...more for IT and Customer Service Teams Responsible for 19-million+ members and managing and retaining over $500K in monthly subscriber revenue
Created training, processes and procedures for outsourced support desks Managed large teams providing Lv1-3 Technical Support to Government Agencies, Public and Private...more Companies and startups Assembled proposal packets for RFP/RFIs
Developed a top-ranked, virtual, multi-state team of IT field support professionals Responsible for all technical issues for: Retail locations, Regional Business offices,...more Warehouses, and miscellaneous Sales and Engineering locations in the Central US and the Gulf Coast Managed vendor relationships and processes Defined KPIs for national team Provided regular reporting on status of projects, outages and operations in area of responsibility
What's the most useful business-related book you've ever read?
Execution: The Discipline of Getting Things Done
What's your favorite non-business book?
Dark Tower Series
If money were not an issue, what would you be doing right now?
Brewing my beer in my own micro-brewery and brewpub.
What words of advice would you give your younger self?
Don't make important decisions on fear. Instead, make them based on intellect and confidence.
What's the most creative thing you've ever done?
Written a fantasy novel and self-published it.
Which founders or startups do you most admire?
Elon Musk and Mark Cuban
What's your super power?
I see the most likely outcome from decisions made by making connections most people cannot see.
What's the best way for people to get in touch with you?
What words of wisdom do you live by?
The Universe takes care of us.
Our daily norms were once the stuff of dreams so let's keep going!
What aspects of your work are you most passionate about?
Helping build future leaders.
What was the most impactful class you took in school?
In high school it was Biology but it was because of the teacher not the subject.
In college it was Philosophy because of the subject, not the professor.
What's something you wish you had done years earlier?
Tried sushi.... All the important things happen when they are best for us so I like these experiences in the chronological order in which they happened.
What's an obstacle you've overcome?
When I was in the US Army I had training accident that resulted in four compression fractures in my spine. It caused problems for years but thanks to persistence, and some surgery, I have no problems with mobility or pain.