STRATEGIC PLANNING
- Developed customized Business Assessment Framework to identify strengths and weaknesses, zero in on gaps and provide basis for detailed strategic and tactical plans.
- Crafted multi-year customer operations strategies across multiple industry sectors (travel and leisure; life science and healthcare; high tech; banking; catalog, specialty and e-commerce retail; health and fitness; entertainment ticketing).
- Successfully presented final plans for approval to CEO, Chairman and/or Board for all executive positions held.
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CUSTOMER OPERATIONS AND SALES LEADERSHIP
- Led organizations from single-site with 100 associates to global complex multi-site with 4000+ associates.
- More than doubled sales in high volume direct marketing organization selling products with average price point over $500.
- Deep experience with B2C telesales; customer service; technical support; reservations, and more.
- Experience with complex B2B account management, customer service and government compliance.
- Transformed traditional call centers, telephone sales centers, and back office processing functions into profitable strategic advantages.
- Global experience with operations in the United States, Canada, Japan, Ireland, United Kingdom, India, China, Philippines, and Central America.
- Change management skills to transform transactional order taking organizations into high performing sales and service teams.
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BUSINESS DEVELOPMENT AND SALES INITIATIVES
- Vacation Packages – initiated cross-functional team to increase sales conversion on high margin package products.
- Apple Care – partnered with key peer and marketing department to develop and launch value added warranty protection services and self-service website.
- Cross-Sell/Up-Sell – consistently increase revenue across all functions by partnering with marketing and business owners to develop sales programs and training.
- Client Sales Presentations – active participant in B2B sales presentations and often closed the deal with high quality customer service legacy combined with strong cross-sell and up-sell capabilities.
- Weekly Special Sales – worked with merchants to transform a liquidation tool for product that did not sell into a targeted selling tool based on customer buying history.
- Direct Sales – grew fitness product telephone sales from $85M to over $200M in two years.
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FINANCIAL HIGHLIGHTS
- Responsible for annual operating budgets up to $200M.
- Increased travel revenue $20M annually through partnerships with business owners to develop products and campaigns for high margin cross-sell and up-sell across service and telephone sales.
- Increased revenue for high tech company by over $35M through co-founding and launch of revenue generating warranties and services in support of company’s products.
- $16M+ annual increase of B2B revenue through partnership with marketing to develop products and campaigns for telephone cross-sell and up-sell.
- Annual increased retail revenue over $15M through partnership with merchandising organization to develop product for weekly special sales program.
- $24M annual savings resulting from detailed volume and functional analysis, launch of global RFP for outsource services and resulting contract negotiations.
- $11M annual savings for ticket processing through restructured relationship and contract with outsourced fulfillment vendor.
- $2M+ annual savings resulting from implementation of new backbone network and migration to new telecom carrier.
- $6M+ identified annual savings through three Six Sigma Black Belt Projects.
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TECHNOLOGY PLANNING AND EXECUTION
- Seven years experience in Honeywell’s information technology organization.
- Solid understanding of enterprise and contact center technology, data architecture and business intelligence tools.
- Strong partnership with IT organizations to sponsor, design and successfully execute a variety of contact center and enterprise wide technology projects:
- Telecom carrier and backbone networks
- VOIP and traditional ACD
- Speech and traditional IVR
- Hosted solutions
- Data warehouse and data modeling
- Workforce optimization tools
- Intelligent routing and CTI
- CRM applications
- Knowledge/document management
- Telemarketing and Outbound Dialing
- Business Intelligence Tools
- e-Learning Tools and Content
- Member of multiple steering committees guiding enterprise wide corporate projects.
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HUMAN RESOURCES – PEOPLE MANAGEMENT
- Strong emphasis on management assessment and development for self and the organization.
- Experience leading all aspects of human resources including organization design, employee relations and training.
- Consistent focus on all aspects of shaping a great employee experience.
- Act as a strong advocate for learning and development programs and instill culture of lifelong learning.
- Partner with human resources organization to ensure organization design, job descriptions, and compensation support strategy.
- Act as motivational role model for frontline associates through well defined communication plans and site visits.
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PROCESS AND QUALITY EXCELLENCE
- Championed launch of Lean Six Sigma through a team of dedicated black belts and analysts in addition to the roll out of Green Belt training for key functional groups.
- Established a Process Excellence organization to oversee all business operations projects and act as liaison to key business unit process changes.
- High priority placed on quality management/monitoring to ensure continuous improvement and strong frontline coaching.
- Work in partnership with marketing to develop and execute customer satisfaction surveys to the frontline associate level.
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SUPPLIER AND PARTNER RELATIONS
- Proven history of developing win-win partnerships with suppliers.
- Utilize project and program management to oversee all major supplier initiatives including the RFP process.
- Deployed negotiating teams comprised of procurement, legal and operations to establish effective negotiating strategy for major contracts.
- Established track record of repairing contentious supplier relationships.
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425.785.5578 | 
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