Alfred M. Manganiello The author started his career as an intern in the Pennsylvania General Assembly while a graduate student at the Pennsylvania State University. He served as Director of the House of Representatives Policy Committee and Senior Research Analyst for the House Insurance Committee. He was Legislative Director for the Pennsylvania Insurance Commissioner where he managed the legislative strategy leading to the enactment of 37 insurance laws over an eight-year period and the Senate confirmation of 2 Insurance Commissioners. The cornerstone of the administration was the enactment of the Governor's Auto Insurance Reform Proposal (Act 6 of 1990), saving Pennsylvania consumers $1 billion in its first 5 years. He was employed with MBNA America in a series of progressive management experiences. Initially, he was selected as a member of the management team in establishing an auto insurance program for MBNA(a major cross sell initiative) - based on his strong customer service expertise and auto insurance industry knowledge. He served as the first Delaware licensed property and casualty insurance agent and as a Marketing Manager/Account Executive in the Insurance business. Given his expertise in working with diverse and often challenging constituencies, Al was asked to take a leadership role in Quality Assurance. He worked in the highly respected Quality Assurance business area managing 3 of the 4 business areas. Here he managed Customer communications with Executives, the company's innovation program, and the enterprisewide daily matrix and incentive program on Customer Satisfaction, which was featured in a 1996 Fortune magazine article. After the purchase by Bank of America, Al worked as Operations Manager, Executive Relations in the Chairman's Office handling Customer relationships. In 2006, Al's work was recognized with Bank of America Card Services Award of Excellence. Al is now currently employed for a non-profit in Delaware where he managed the distribution of over $2 million of funding in less than one year for the statewide Crisis Alleviation program. The author is a graduate of Iona College with a degree in Political Science and a Master's Degree in Public Administration from the Pennsylvania State University.