Biography

I am a former 14-year executive with Citibank in New York where I specialized in all aspects of customer service (including generating a Bankcard Customer Service Profitability Model that quantified how much profit was earned from providing superior customer service) and employee training.

My work readiness training programs are amongst the best in the Country. At a meeting in Jacksonville, FL on 1/14/03, Rick Spill of the National Skills Standard Board said that the program I developed was the best work readiness certification program in the country, and that many of the other work readiness programs cause more harm than do good.