Don Thorpe

Strategic & Systematic

Franchise Authority

Customer Experience Expert

701-***-****

ad379p@r.postjobfree.com

linkedin.com/in/donthorpeconsultant

Executive Summary

A top-performing leader with extensive experience in business ownership, franchise management and customer success. Highly skilled in providing consultative services to various businesses; evaluating existing operations to identify inefficiencies, redundancies and risks; developing comprehensive strategies and process improvements to optimize workflow; driving internal controls; and enhancing profit growth.

Collaborates to ensure adherence to overarching strategies. Trains and develops teams to improve performance, engagement and retention. Recognized for negotiating contracts and delivering cost controls, maintaining full P&L responsibility and delivering business growth.

Core Competencies

Customer Experience Design & Execution

Customer Experience Measurement & Analysis

Organizational Development

Team Leadership Development

Project Management

Program Management

Process & Systems Improvement

HR Business Partner

HR Management

Consultative Services

Operations Management

Strategic Planning & Analysis

Customer Success / Retention

P&L Responsibility

Revenue & Profit Growth

Budgeting & Forecasting

Negotiations

Education

Bachelor of Business Administration (BBA) / Management

Bismarck State College, Bismarck, ND

Professional Experience

Thorpe Retail and Service Corporation Bismarck, ND

President & Operations Executive 1981-2022

Direct daily operations, providing consultative services for franchise salons focused on business development and customer success. Outline budget and forecasting, as well as financial reporting, evaluating markets and launching comprehensive campaigns to deliver business growth and profitability.

Grew business from the ground up, developing a robust client pipeline, defining service offerings, and strategic planning for short- and long-term business goals.

Established and maintained a systematic coaching and mentoring model to maintain adherence to KPIs and growth objectives. Successfully increased revenue by 25% within one year, simultaneously reducing turnover by 30% and launching the business as the employer of choice in the marketplace.

Reached a peak of 3 salons owned with 42 employees, producing $1.6M in revenue.

Shared Experience Consulting

Business Consultant 2009-Present

Conducted keynotes, presentations, coaching, training and workshops in the creation and execution of World Class Customer Experience using the IDEAL model (Inspire, Design, Execute, Align, Lead).

Create evangelists from clients and a sustainable competitive advantage.

Increase the quality of culture, morale and overall organizational health.

Improve the retention of team members, retention of customers and the referrals received.

Customer experience measurement and interpretation.

Generate and interpret insights of customer values, needs and expectations.

Innovative Basement Authority Fargo, ND

Certified Field Inspector

1/2022 – 11/2022

Help homeowners to protect and improve their biggest and most important asset, their home.

Visited homeowners and inspected their home for groundwater issues, foundation/structural issues, controlling the air quality in their homes and the encapsulation of their crawl spaces.

Helped homeowners to control the groundwater intrusion in their homes through the solutions of the AquaStop System

Helped homeowners to preserve the integrity of their foundation through the use of SettleStop Intellibraces and the SettleStop Wall Anchor System.

Helped homeowners to preserve the integrity of their floor foundation with the SettleStop Intellijacks System.

Helped homeowners encapsulate their crawl spaces and control the whole home’s air quality with our systems.

Pro Resources Detroit Lakes, MN

Business Consultant 2019-2020

Identified and cultivated business relationships, introducing clients to Professional Employer Organization, providing solutions to issues in HR, Workers’ Compensation, Risk Management, Employee Benefits and Payroll Administration.

Standardized contracts for referrals and recommendations with area business bankers, CPAs and Insurance Agents.

Collaborated with manufacturing association to deliver enhanced member satisfaction through development of strategies to maintain cost control and achieve of core business goals.

Cultivated relationship with Enterprise Minnesota to aid manufacturers in the state in controlling costs, team retention and reducing employment risks.

Keller Williams Realty Professionals Perham, MN

Realtor 2015-2019

Facilitated buyers, sellers and investors in purchase, sales and development of real estate properties. Provided insight on market trends, resources and procedures to drive enhanced client success and satisfaction.

Served on the Associate Leadership Council, guiding teams on business growth, policies, education, agent attraction and retention strategies.

The Rainmaker Group Inc. Bismarck, ND

Customer Experience / Organizational Development Consultant 2005-2009

Provided consultative services to clients to garner enhanced customer experience and organizational development. Curated customized strategies to drive attraction, retention, development and promotion of candidates through use of psychometric assessments measuring behaviors, attributes, talents and values. Liaised with leaders and team members on results and corresponding strengths and weaknesses. Administered on-site evaluations of business models and customer experiences, developing learning programs to improve culture and customer satisfaction.

Successfully secured and completed consulting engagements for Concord Medical Center, Corporate Safe, Regis Corporation, ReMax Realty, Sanford Medical, Pioneer Hi-Bred Seed, Subway Franchise Group, Charity Lutheran Church and Aqua-Chem, among other national companies.

Training & Licenses

Real Estate Licensure Program, Kaplan Business College, Bloomington, MN (2015)

PEO Training Camp, Clay Kelley

Graduate of Real Estate Institute

Minnesota Real Estate License

Certified Professional Behaviors Analyst

Certified Professional Values Analyst

TriMetrics Certified

Dale Carnegie Course

Inspiring Champions Advanced Leadership Course

Seminars & Workshops on Management, Leadership, Communication, Interpersonal Skills, Customer Service and Human Resources

Secret Service Certified from The DiJulius Group

Attended and graduated from Groundworks Foundation School and Groundworks SQT, Sales Qualifying Training.

Honors & Awards

Franchisee of the Year (six awards)

Coaching/Mentor Award (seven awards)

Community Service Award (eight awards)

National Franchise Advisory Council (five three-year terms)

Franchise National Production Advertising Committee (one three-year term)

Keller Williams Real Estate Associate Leadership Council

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