Long Beach, CA
Analytical, creative, resourceful Customer Services Director with 15+ years of leadership in the development and administration of B2B and B2C programs and services offering extensive experience establishing strategic and tactical direction, managing day-to-day operations, streamlining processes, and building key relationships to increase revenue, lower costs, and achieve customer driven results. Core strengths include customer service, organizing and planning, and process improvement and innovation through applied technology.
In addition to comprehensive general knowledge of information technology with a recent emphasis upon identity and access management technologies and ID card initiatives, I developed and directed enterprise financial service offerings including student debit card, departmental expenditure, and recognition and gift card programs. With accountability for budgetary, infrastructure, and human resource management, I offer experience in leading accounting, customer service, marketing, information technology, and operations oriented functions. Serving in a voluntary capacity as president of USC’s Women In Management (WIM) group, I gained additional leadership experience and led the development of a web based member database, on-line event reservation and payment processes, and realized 100% targeted growth in membership. I am known for being highly responsive, collaborative at all levels of an organization in a professional manner, and delivering performance. I love to develop confidence in staff, create competitive advantages, and always desire to exceed expectations with and for others.
DIRECTOR, USCard Services
September 1999 to October 2010
*Increased revenue 150% to $30 million annually through the expansion of ID card based debit and credit transaction processing and the aggressive addition of service points offering electronic, mag stripe and bar coded settlement and verification.
*Expanded customer base 100% to 80,000 card holders through identification of unique customer groups. Leveraged infrastructure to lower total cost with on-site card design and production; and, tailored programs to enhance customer specific institutional experiences.
*Transformed university ID card into a branded, preferred, trusted, mission critical form of transaction processing for financial, facility, membership, and privilege based services.
*Led development of B2C ecommerce, on-line account management, identity verification applications, and system integration with 40+ campus partners including all retail point-of-sale systems, library services, recreational gym and event management entry, time keeping, and secure access control for 120+ facilities and parking lots.
*Enhanced institutional services and campus life in support of central mission by using USCard demographic information to develop an ID photo repository. Deployed electronic use of the image repository in systems including organization charts, class rosters, student health care, and mentoring network. Staff of 13.
DIRECTOR, Communications Core, Information Services
March 1998 to September 1999
*Managed operations, infrastructure, and staff resources to support 24 x 7 delivery of telecommunications service for 300+ departments in 180 buildings. Customer base included 18 clinical practices and 3 hospitals on USC’s Health Sciences Campus in East Los Angeles.
*Launched call center for 40+ departments including answering services and scheduling resources to support USCare and the newly branded “ Doctors of USC” .
*Obtained private telecommunications franchise agreement with the City of Los Angeles for a fiber backbone to support university owned off campus communications and internet access.
*Over sight of $15 million budget. Staff of 54.
PROJECT DIRECTOR, Strategic Planning Team
January 1994 to March 1998
*Guided strategy and lowered operating cost $1.8 million annually through negotiated contracts for maintenance and network services.
*Monitored regulatory trends and emerging technologies. Recommended infrastructure investments to meet future demands of complex customer base.
*Provided consulting services to campus departments. Implemented voice mail, interactive voice response, and automated call distribution services. Team of 5.
COMMUNICATION SERVICES MANAGER, Telecommunications
July 1991 to January 1994
*Implemented Integrated Communication Environment System (ICE-9) and organized and managed telecom business office functions including record management, provisioning, installation, and repair. Staff of 20.
*Merged project team and former Centrex telecommunications staff into unified department.
*Developed departmental billing procedures and income recovery for a $10 million budget.
SYSTEM MANAGER, University Communication Network
October 1987 to July 1991
*Major project management responsibility for $30 million turnkey 5ESS Central Office Switching System. Managed software feature, station, and network design including change management for deployment of new services.
*Developed customized training and coordinated delivery including creation of a database to track scheduling and attendance for all campus employees.
*Led campus wide cutover coordination and removal of terminated services. Staff of 10.
Master of Business Administration
Bachelor of Science in Business Administration
Beta Gamma Sigma National Scholastic Honorary Business Society
Life time membership based on academic achievement/GPA upon completion of MBA.
USC Women In Management-Past President
Gamma Phi Beta Parent Club Treasurer
Inter-sorority Parent Council Vice President Scholarships
2011 to Present
National Association of Campus Card Users
October 1999 to November 2010
Marshall School of Business Alumni Association
1997 to Present
Indiana University Alumni Association