It's the combined talents, skills, knowledge, experience and passion of our people that make us the nation's premier provider of communications services to the transportation industry.
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President / Owner / CEO
As owner and operator of one of the nation's most innovative communications firms dedicated to serving government, Sharlene Lairscey is a true entrepreneur. She is a highly skilled communications professional with nearly 30 years of experience in the fields of internal and external communications, public relations and marketing. She is strategic and multidisciplinary with an eye for innovation.
Ms. Lairscey has a highly diversified background as a business owner and manager. She has served in every capacity from administration, research and development, proposals, presentations, strategic management and sales to contract negotiations, risk management, operations, financial management and overall client relations.
Ms. Lairscey has a passion for government and a strong worth ethic. She continues to be innovative and is proactive in her leadership with ongoing and new market pursuits as well as with the development of effective communications and sustainability programs that shape policy and build powerful images for existing clients.
Today she plays a key role as managing principal on large contracts nationwide.
Senior Vice President
Senior Vice President Diane Hackney is a seasoned professional recognized for analyzing organizational needs, developing and implementing action plans and leading quality teams to success. With a career in finance, payroll, risk management and procurement, she takes pride in ensuring the financial stability of a completely transparent organization. Daily, she is responsible for meeting financial objectives by forecasting requirements, preparing budgets, scheduling expenditures, analyzing variances, initiating correction actions, identifying trends, determining system improvements and implementing change.
Ms. Hackney is highly skilled in competitor and market analysis, contract negotiations, legal compliance, staffing management and targeted marketing. She has participated in projects at every level providing valuable support on high-profile multi-modal transportation contracts companywide. She is committed to client relations and long-term customer service. Ultimately, she provides her teams with the tools, technologies and procedures to manage, improve and facilitate sales, as well as support any related interactions with clients, prospects and business partners. Her goal is to accurately track, record, store and report information in a way that increases client relations. Ms. Hackney provides top management support to project teams, tailored marketing plans, and one-to-one customer service at all times.
Vice President Mary Brooks leads QCA's Turnpike & Expressway Services division and also oversees staff resources, product delivery and quality control. She has in-depth experience in developing and implementing public involvement and community outreach strategies and public relations initiatives. She has been recognized for building positive community and client relationships; educating the public; garnering constructive public input; and gaining understanding and support for major programs and initiatives.
A former journalist with The Associated Press and The Orlando Sentinel, Ms. Brooks has extensive media relations, crisis communications and issues mediation skills. She has coordinated media outreach and events, and has repeatedly and successfully worked with representatives from print, broadcast and digital media outlets. She is highly skilled at keeping clients informed about project developments and public concerns, and working swiftly and efficiently to resolve and contain issues before they escalate to media coverage or other negative impacts. Ms. Brooks always provides accurate, clear, concise and consistent messaging when promoting client-agency projects and programs. She is also a Florida Department of Transportation-certified Partnering Facilitator and an Operation Lifesaver Presenter.
Senior Manager and South Florida District Manager Tish Burgher brings more than 17 years of experience serving public-sector clients, overseeing contracts, projects, staff and client relations throughout South Florida. She is a skilled public speaker and writer, and has well-established relationships with local media.
Ms. Burgher keeps abreast of the industry trends by participating in educational opportunities; reading professional publications; maintaining personal networks; and participating in professional organizations. She enhances her department and organization reputation by accepting ownership for accomplishing new and different requests and exploring new opportunities to add value to project teams.
Ms. Burgher has provided consultant communications services to numerous agencies throughout the region including the Florida Department of Transportation, Miami-Dade County, Miami-Dade Aviation Department, Palm Beach County, Broward County, the City of Miami Beach and the City of Doral. Her extensive experience includes developing and adhering to budgets, coaching, project and proficiency management, process improvement, self-development, planning and more. Her in-depth local knowledge and understanding of the concerns of the communities she serves make her a true asset to the projects she serves on.
Vice President Jill Cappadoro is ultimately responsible for formulating and implementing the strategic plan that guides the direction of QCA's Aviation Services Division nationwide. She is adept at managing and administering customer satisfaction surveys to meet the primary goals of raising safety standards, increasing efficiency and promoting the economical operation of airport, aircraft, and / or general aviation activities. Ms. Cappadoro specializes in achieving customer service excellence by anticipating and helping clients anticipate and respond to customer requirements by consistently measuring and meeting customer satisfaction goals for all lines of business.
With more than 24 years of experience in transportation, Ms. Cappadoro has a strong background in marketing, media relations, writing, developing public information materials that position complex messages for community understanding, and managing projects from conception through completion. She has conducted market research studies to better understand public perception on community issues, and has used the findings to develop marketing programs and implement media campaigns to educate the community.
Ms. Cappadoro has participated in such highly visible projects as the Georgia Department of Transportation's Aviation Economic Impact Study; the Jacksonville Transportation Authority's comprehensive rebranding initiative; and Tampa International Airport's Master Plan Update and Sustainability Plan development. She has extensive experience in managing project budgets, excellent communication skills, and has served as spokesperson representing agencies with media, County Commission and City County leadership.
Senior Manager Lori Buck has served West Central Florida Government contracts for nearly 20 years as a public involvement professional. She is an expert at managing multiple high-profile projects with multimillion dollar construction budgets; working with communities and businesses; and demonstrates excellent leadership with respect to government and media relations nationwide. Her strengths include public, community, media and corporate relations. She excels in planning and implementing special events, public speaking, and the production and distribution of communications materials.
Ms. Buck achieves operational objectives by contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality and customer-service standards; resolving problems; identifying trends; and more.
Senior Manager Susan Emmanuel has served North Florida's and Georgia's transportation industry since 2004. From concept through construction, Ms. Emmanuel accomplishes project objectives by planning and evaluating project activities. With more than 18 years of public involvement / community outreach experience, she knows how to work efficiently and diligently to relay information and issues to program stakeholders throughout any community. As a transportation communicator, Ms. Emmanuel has extensive experience in organizing and facilitating public meetings and design charrettes. She has successfully coordinated planning and development efforts among private corporations; local, regional, state planning and transportation officials; and the media.
Ms. Emmanuel's skills and knowledge make her an invaluable team member on any project she serves. She accomplishes human resources objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, communicating expectations, planning and more. Her industry experience also includes ARRA reporting, data collection and analysis regarding the impact of developments, roadway improvements, and land-use changes on infrastructure, community plans and the environment.
Meet the Faces of QCA