Customer Service Manager

CHARLES T. (TOM) PERRY

*** ******** **** 614-***-****

Powell, Ohio 43065 abqe2t@r.postjobfree.com

PROFILE

Senior-level executive with over 20 years of experience in Internet, software and also brick-and-mortar retail and service delivery business. Excellent business and technology authority with experience in leadership, management, Internet product strategy, product management and service delivery. Nationally award-winning people leader with proven success building teams, both direct and matrix, from a variety of diverse backgrounds. Demonstrated success meeting or exceeding traffic and profit goals by managing internet content, e-commerce, products and support, contract negotiation, B2B and B2C sales, customer service and consumer writing. Highly skilled at translating business requirements into technical solutions and conveying I.T. realities back into business strategy.

PROFESSIONAL EXPERIENCE

Abbott Laboratories, Abbott Nutrition Division, Columbus, Ohio 2006-Present

Sr. Manager, Global Internet Services

Leads the team in charge of over 100 award-winning product, educational, retail and portal internet websites for the Abbott Nutrition Division (formerly Ross Products) supporting over 200 leading products and brands such as Similac, ZonePerfect, EAS, Ensure, Pedialyte and PediaSure. The team has directly supported 97 countries that Abbott serves on a variety of platforms including standard and mobile web, mobile apps and iPad.Replaced three legacy online stores with a modern online store system connected to an all-new fulfillment system in 2008, providing much-improved experience to Abbott customers and employees. Increased online sales over 25% each year thereafter.Improved speed and quality of deliverables while lowering cost by migrating all software development from five different groups to one centralized team using an all-new platform for development and QA work.Led a team to launch a record numbers of change requests and redesigns each year from 2007 through 2010.Reduced cost in the 7-digit range by migrating 6 legacy CRM systems into a single modern system that included all-new registration, authentication and customer service systems to manage the CRM system.Reduced costs in the low six-digit figure range while increasing productivity by creating a requirements gathering process and documentation, introducing code requirements and standardization, implementing a centralized streaming video platform, a new store locator, new hosting platform, and introducing more effective development resources.Serves as the internet expert to the brand managers, guiding the successful strategy and execution of web, e-mail, social media and other digital portions of an overall coordinated marketing strategy. Helped create Abbott digital policies on a global basis on best practices, social networking, SDLC process and emerging technologies.Developed strategy and execution for Abbott Nutrition B2C eCommerce (Online Store), Search Engine Optimization (SEO), a new Content Management system, Internet product management, Web Standards, development processes and SDLC Process.

AOL LLC, Columbus, Ohio 1999-2006

Program Director (2004-2006)

Led team in charge of all news, sports, business, automotive, careers, community, search and technology channel content programming for original web brands, primarily the Netscape.com portal. Met or exceeded all traffic and revenue goals for channels.Directed e-commerce activity in the content programming group. Drove traffic to meet a variety of very different transactional commerce goals with brands such as Travelocity, CareerBuilder, QuickenLoans, Mortgage Expo, AutoTrader, Google, Insurance.com, H&R Block and others.Managed all tracking and metrics reporting using Omniture, Media Metrix and proprietary tools.Directed page conversions and Channel Manager training for DoubleClick ad-serving conversion.Led all Search Engine Optimization (SEO) strategy and projects on the Netscape brand.Managed Google sponsored links in content areas outside of Search pages.

CHARLES T. (TOM) PERRY Page Two

AOL, cont’dLed successful launch for the Netscape 7.1 and 7.2 browsers.Increased sponsored link revenue 330% over goal using innovative new search implementation.

Senior Program Manager (1999-2004)Increased usage of the Netscape portfolios system by 1,000% within two months while managing the convergence of all AOL financial Web Properties, including Netscape, onto one common platform based in Columbus.Expanded member penetration over 500% in nine months and increased ad impressions over 700% in less than one year by designing and directing a major architecture redesign of the CompuServe quotes and portfolio system. Led four additional major upgrades as well as two total site redesigns of Netscape Money and Business channel and two redesigns of the Netscape Careers channel.Directed three major User Interface redesigns of the CompuServe Personal Finance channel.Created numerous new features such as real time quotes, technical analysis, integrated company ratings, Financial Calendar, and Investment Center, email quotes, and a Forum support system.Executed integrated placements for dozens of anchor tenants and content providers such as CBS MarketWatch, Thomson Investment, S&P Comstock, CCBN, Monster.com and others on or ahead of schedule.Launched Personal Finance channels for Gateway.net and Wal-Mart Connect.Led successful monetization placements with partners such as Citigroup, First USA, Charles Schwab, H&R Block, Insurance.com and Credit Suisse First Boston in tight coordination with CompuServe’s Commerce Division and AOL’s Interactive Marketing organization.Wrote a weekly Money Guy financial newsletter for five years with 40,000 opt-in subscribers.Created and planned content, integrated partners, developed tools, wrote hundreds of other financial leads, dozens of features and thousands of financial support questions annually.Three-time Bob Award recipient for outstanding ingenuity creating new tools and features.Managed the Business & Careers Channel and Travel Channel, Oct. 99 to Feb. 2000.

Note: The following two jobs were performed simultaneously:

COMPUSERVE INTERACTIVE SERVICES, INC., Columbus, Ohio 1984-1999

Business Partners/Wizop

As one of the true pioneers in social media, led the very first online investment Forum in the world (The Investors Forum - est. 1982) with over 2,000 files, hundreds of thousands of messages and regularly scheduled online conferences by noted international experts.Awarded the paying contract to manage a staff of 25 sysops on three continents on two of the top Forums on CompuServe (Investors Forum, MONEY Magazine Personal Finance Forum).Increased utilization by members measurably by executing a total redesign of both forums’ structure.Hosted a series of book author chats for Tenagra Corp described to be company’s most successful series.In conjunction with Brooke Publishers, Inc., coordinated and successfully publicized the popular Traders Wheel Day Trading Course.Designed, wrote and executed the successful ‘Basics of Online Investing 101’ course with multiple What’s New, Forum Buzz and Main Menu promotions.

AVION FLIGHT CENTRE, INC., Midland, Texas 1986-2003

President and CEOTook a startup aviation service company and successfully cultivated it into the largest Fixed Base Operator (FBO) in West Texas, with one of the largest facilities in North America (over 500,000 sq ft).Successfully negotiated five U.S. Department of Defense contracts, multiple airline contracts and numerous corporate agreements.Planned and executed all marketing programs including NBAA, Ac-U-Kwik and AOPA Airports USA.Cover story, Feb. 1993 issue of FBO Magazine, recognized for innovative business approaches. Recognized for outstanding customer service by Professional Pilot magazine, 1989.

CHARLES T. (TOM) PERRY Page Three

Avion, cont’d

Won Exxon Tiger Spirit National Gold Award for outstanding business management and customer service, 1994, 1995 and 1997.#1 fuel contractor in the nation for Southwest Airlines with zero delays or errors, 1996. Partners in Excellence Award, Continental Airlines, 1997.Many other awards bestowed by various branches of the U.S. Military for quality operation.Administered Novell local area IntraNetwork; wrote custom user interfaces, online reference library and corporate web pages.

INTERNATIONAL BUSINESS MACHINES (IBM), Oklahoma City, Oklahoma 1984-1986

Marketing Sales AssistantResponsible for Personal Computer support for the entire University of Oklahoma and O.U. Health Sciences Center campuses, teaching classes, writing guides and responding to calls.

EDUCATION

THE UNIVERSITY OF OKLAHOMA, Norman, Oklahoma

Master of Business Administration,

Bachelor of Science, Chemical Engineering

CIVIC DUTIES

CURRENT

Judge, Ohio Interactive Awards 2010, 2011

President, OU Alumni Club of Columbus

University of Oklahoma College of Chemical Engineering Honorary Board

Webmaster: Boy Scout Troop 843, Liberty High School Men's Lacrosse

CIVIC DUTIES, Previous

Webmaster, University of Oklahoma Men's Lacrosse

University of Oklahoma College of Chemical Engineering Board 1990-2000 (past Chairman)

Board of Directors, American Air Power Heritage Museum (Past President) 1992-2000

Board of Directors (General Staff), Commemorative Air Force 1997 - 2000

Board of Directors and Treasurer, American Air Power Heritage Foundation 1997 - 2000

Business Management Committee, National Air Transportation Association 1989 - 1999

Board of Directors, Better Business Bureau of the Permian Basin 1996 - 1999

Board of Directors and Programs Chair, Junior Achievement of Midland 1998 - 1999

Advisory Board, Vice-Chair, Junior Achievement of Odessa 1994 - 1999

Teacher: 2nd, 5th, 6th, 7th, 8th & 12th Grade Business Classes, Junior Achievement

Fuel Coordinator, Military Chairman, Commemorative Air Force AirSho 1991-1999

Leadership Midland Class of 1998, Midland, Texas Chamber of Commerce

Cubmaster, Den Leader, Boy Scouts of America 1994-1997; 1999-2004

Chairman, Midland-Odessa Aviation Golf Scramble 1993

Midland Odessa Economic Alliance Endeavor Board, 1991-1993

Operations Chairman, Commemorative Air Force Wings-N-Things 1992

Transportation Committee, Midland Chamber of Commerce 1992

Midland-Odessa Symphony and Chorale Board of Directors 1987-1990

Keywords

HTML, W3C, MS Excel, MS Word, MS PowerPoint, Content Management, Content Publishing, Adobe Photoshop, SEO/SEM, Linux/Apache, ASP.NET, Media Metrix, DoubleClick DART, Omniture, WebTrends, WWW, World Wide Web, Internet, Software, PRD, Product Management, Product Manager, SDLC, CMMI, e-commerce, electronic commerce, messaging, community, forums, social networking, mobile web, mobile apps.

Updated June 27, 2011

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