Education:
Masters Degree (MA) Performance Management People and Organizational Change
Performance management strategies integrating technology and managed solutionsto achieve goals, agility, risk management and sustainability.The management,collaboration and coordination of internal and external resource teams focused on multilevelclient needsthat prioritize organizational goals and process improvement initiatives.

Bachelor of Science (BS)

Professional Training and Development:
IBM Customer Education Team Based Leadership, Mentoring, Coaching
American Express Cross Selling Change and Workforce Management
Consultative Performance Management American Express Relationship Management
Business Communication Malcolm Baldridge Process Improvement Systems

Global Employers:
American Express Corporation
First Data Resources
AT& T Corporation
IBM Corporation
Alliance Data
HRsmart

Summary:An experienced Client Engagement / Relationship Manager with 12 years client facing management with strategic client accounts with primary focus on retention, resolving complex issues, compliance, expanding professional services revenue and developing long term relationships with clients. Functioning as a consultative business advisor withacumen to execute high level account relationships, quickly learns and adapts the client industry, deploysgrowth strategies / advisory services, communicatesand transitions specificclient needs into new opportunities that influence C-Suite decision makers with managed solutions to meetclient needs.

An Advisory/Engagement Manager that owns the client relationship with a consultative approach to lead national push - pull go to market strategies, specializes in up selling SAAS solutions, coordinateswith sales and matrix teams to achieve client vision, drivesoperational process improvement and trainingrequirements as the SME project manager for innovative solutionleaders across a broad range of national client segments.

• Renegotiated 100% assigned key account agreements through high touch relationship management.
• Achieved 13% EBITDA profit with assigned client portfolio consulting services and process improvement.
• National 5% Top Performer recognition multiple years achieving 110 % revenue andcustomer satisfaction goals.
• Retained $200 million assigned account client portfolio with annual 20% same store sales increase.
• Manages the deployment of solution software for enterprise multimarket clients.
• Manages all internal / external resource teams and multiple projects meeting timelines.
• Provides consultation / advisory services to clients to ensure the successful implementations.
• Deploys analytical skills to provide consultative approach with software recommendations for clients.
• Providesproactive client support with software throughout implementation and training.
• Develops strategic growth plans, defines client requirements andcoordinates operational roll outs.
• Manages contract performance SLA, compliance issues and service delivery as strategic client liaison.
• Presents influential value propositions through C- Suite level presentations for all stakeholders.
• Represents voice of the customer (VOC) as experiencedClient Manager for global innovators.

Client Relationship Management Experience:

Confidential, 2010 - Present
Sales and Relationship Manager

• Manages total client relationship cycle, contract acquisition, mortgage interface and project closing.
• Coordinates all partnership alliances and matrix teams achieving customer satisfaction and revenue goals.

Confidential, 2009
Senior Client Relationship Manager Level II Large Scale Project

• Retained $4 million services revenue throughclient training and project management.
• Key client liaison managing services training for transitioning a proprietary system to Chase Bank.
• Communicated regularly with senior leadership team on compliance, reporting and project objectives.

Confidential,2008
National Account Relationship Manager Expansion Project

• Expanded $600,000 revenue in human capital services by identifying new project opportunities.
• Created $1 million services expansion strategy with current accounts through team incentives.
• Collaborated with senior HR leadership to identify and implement (Saas) talent management solutions.
• Presented educational seminars as HRC services to reduce human capital management costs.
• HRO content services - on boarding process’s, workforce effectiveness, performance / vendor management, benefits delivery, learning systems, recruitment process, succession and retirement planning.Fossil, Nortel,Container Store and Jack Henry Associates, Schawk, Drive Time, Monster.com

Confidential,2005 - 2007
National Account Relationship Manager Payment Services

• Renegotiated and retained 100% of assigned client network contracts through senior level relationships.
• Managed and owned the relationship for $5 million revenue assigned national account client portfolio.
• Grew EBITDA revenue 13% with national clients through scheduled client facing management.
• Managed multiline resources addressing complex client requirements and escalations for successful outcomes.
• Weekly client contact - service delivery, monitored standards, software implementations, project scope modifications, resource coordination. Tween Brands, Limited, Carter Lumber, McKesson Corporation, Phaltzgraff Stores, JC Penney, Garden Ridge, Philadelphia Parking Authority, AMPCO Systems.

Confidential, 2002 - 2005
Sales and Client Relationship Manager

• $5 million recognition as top achiever attaining MBO revenue goals through relationship management.
• Achieved 96% JD Power client satisfaction rating for individual performance.

Confidential,2000 - 2002
National Account Relationship Manager

• Retained and expanded services revenue with assigned enterprise accounts by reducing operational costs through technology migration. NCH Corp, Trinity Industries, Overhead Door, EDS, American Airlines.

• National 5% Top Performer recognition multiple years achieving 110 % services revenue goals.
• Promoted to regional management position for securing $10 million revenue through CFO relationship.
• Implemented (Saas) settlement process for banking clients increasing float revenueand ROI.
• Developed, mentored and coached a 12 person direct report regional client services team.
• Led best practices, regulatory compliance and Malcolm Baldridge process improvement initiatives.
• Led contract renegotiations as key client liaison: BOA, Texas Commerce, Hibernia, Frost and FNB Tenn., Great Lakes and Baxter Credit Union, AAA Club, American, Continental and Southwest Airlines, Hilton, Nokia, Northern Telecom, SYSCO Foods, Federal Express, Frito Lay, McDonalds, Sara Lee, Nestle, Quaker Oats, Smith Kline, Panasonic, Baxter, Hollister, Southwestern Bell, NCR, Shell, Amoco, GTE, Motorola.