Sandra L. ROSS

PO Box **** • Johnson City, TN ***02 • 423-***-**** • accv7x@r.postjobfree.com

Professional website: http://executivestrategicopsmgmt.wordpress.com • Business website: The

Quintessential Leader

Senior-LEVEL Organization Development / Leadership Development / STRATEGIC

PLANNING/ OPERATIONS MANAGEMENT / IT / PROCESS/CONTENT /

ADMINISTRATIVE MANAGEMENT PROFESSIONAL

Results-oriented, creative, highly-focused IT and administrative management professional with extensive,

multilayered experience in process management, strategic management, operations management, quality

control, and communications solutions in diverse industries. Exceptionally skilled in the analysis and resolution

of complex customer service issues while translating multiple client needs into functiona l and end-user

requirements. Particularly adept at forming, leading, and coordinating development teams and providing

effective and efficient management of resources while producing quality product on time and under budget. Key

areas of expertise:

Strategic Planning • Operations Management • Project Management • Product Delivery • Social

Media/Networking • Corporate and Product Branding • W eb Design (Design, Creation, Implementation,

Maintenance) • Technical and User Content and Document Management • HTML/XHTML • W indows •

Mac OS • PC (Hardware) • Macintosh (Hardware) • Microsoft Office Suite • Adobe Master Collection

C5 • PPC • SEO

Professional Experience

Owner, The Quintessential Leader (http://quintessentialldr.com), Johnson City, TN (2010 – Present)

Authoring, formatting, and selling subject-specific leadership eBooks and offering quintessential leadership

training services and custom performance system design and implementations for small, medium, and large

organizations. Through blogging, translating real-world leadership lessons and experience into content to

educate and help other leaders understand the difference between real leade rship and everything else.

Contract CTO, LPI, Inc., Johnson City, TN (2009 – 2012)

Handled all IT-related needs for the company, including researching and recommending new hardware and

software purchases, planning and overseeing new enterprise software installations and conversions, and

serving as webmaster for all the company's websites.

CTO, Storm Leisure Products, Johnson City, TN (2004 – 2009)

Directed company’s information technology operations. Designed, created, and maintained web sites/pages for

high-dollar leisure products. Oversaw sales, service, distribution, and production staff and provided both network

and workstation support.

Ross (cont.) •423-***-****• accv7x@r.postjobfree.com

Managed entire company’s information technology operations. Designed, created, updated and

maintained web sites/pages for high-dollar leisure items, including hot tubs, pool tables, swimming

pools, and tanning beds. Achieved an average of 300% ecommerce sales increase as a result.

Managed multiple web site search engine optimization. Achieved page 1 organic search engine

ranking for Google and Yahoo on 4 web sites.

Updated inventory database pricing. Run e-Bay pool table auctions. Managed Google and Yahoo! PPC

campaigns. Achieved 50% increase in PPC traffic at lower cost by customizing ads to specific

sales campaigns and by fine-tuning keyword selection and bidding.

Achieved 150% increase in eBay revenue and achieved and maintained high PowerSeller

ranking.

Streamlined and significantly lowered IT costs by bringing all IT services in -house, centralizing

network/computing, and upgrading all personal computing to a hardware configuration, OS,

software, and replaced old invoicing/sales/purchase order system with network version of

Quickbooks.

Managed IT, sales, service, and distribution staffs. Created online help system for hot tub owners,

created documentation set (online and email) for hot tub owners, and created efficient intracompany

and extracompany communication system and channels, reducing customer frustration and decreasing

FAQ’s phone calls and emails (which were preventing new customers from being able to ge t through to

buy) and reducing unnecessary technical service calls to the service company so they could focus on

taking care of service issues that needed their assistance. Reduced service costs by 50%.

Laid off as full-time employee because company sales dropped dramatically with global economic crisis.

Web Design/Project Management Consultant (2003 – 2004)

Designed, created and maintained web sites/pages for diverse companies across Tennessee, North Carolina,

and Virginia. Served as virtual project manager for ongoing and new contracts.

W rote, and edited daily news clips from all South Carolina and Georgia media outlets for website

publishing.

Provided strategic planning services, budget analyses, and technical support for small businesses.

Manager of Client Services, St. John’s University, Jamaica, NY (1999 – 2003)

Provided leadership, organizational development, function/process/project/staffing reengineering, short and long

term strategic planning, budget analysis/projection/preparation, asset management and purchasing oversight,

training, marketing, customer relationship management modeling, oversight of and participation in technical

support (including call center, help desk, and computer labs on both PC and Macintosh platforms), and dis aster

recovery implementation (after 9/11/01) as business unit of Information Technology .

Help Desk & Site Systems Manager, New York Times, College Point, NY (1997 – 1999)

For both College Point, NY and Edison, NJ newspaper production locations, provide d leadership of, oversight

of, and participation in, computer technical support (desktop and mainframe) and systems management.

Earlier Career Experience Available Upon Request

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Ross (cont.) •423-***-****• accv7x@r.postjobfree.com

Published Writing (Non-Fiction)

Fields of Gold

Going Gentle Into That Good Night

Building Trust and Being Trustworthy

Qualities of Quintessential Leaders

Blogs and Social Media

Quintessential Leadership Blog

Going Gentle Into That Good Night Blog

Education / Certifications

B.A. in English with minors in Accounting and Mathematics, Postgraduate work in English & Counseling

Johnson City, TN Chamber of Commerce Leadership 2000 Program, 1996

Bruce Clay’s SEO Toolset Training Course, 2006

Care of Elders with Alzheimer's Disease and other Major Neurocognitive Disorders, John Hopkins School of

Nursing, 2013

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