Customer-First Focused Organization: Created a framework that aligned all departments to focus on the value and customer experience. This led to a highly engaged team and led to a seamless customer journey that gained market share.
Turn around / Strategic Planning / Service & Product Expansions: Recruited by the President to build and lead new technology course offerings to increase sales. Investigation revealed a shortage of personnel and equipment to offer any advanced level technology courses. Co-authored and won a Department of Defense grant for a wireless technology class within the first 90 days and won a $3.5M DOD grant for Microsoft and CISCO industry certification exams. These efforts established the technology programs (that are still in play to this day) and drove enrollment, exceeding board-level expectations 9X and culminated in industry recognition by the Higher Learning Commission of College
Customer Retention: Using a customer-first-focus, designed, and developed a portal that connected to CRM that enabled clients to see how their data was performing along with other analytics and report creation. Achieved a 98% score for “highly satisfied” clients and improved retention levels and bankable revenue that could be predicted over the year.