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Customer Service Process Improvement

Memphis, TN
August 07, 2012

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Mark van Stolk Web Portfolio:

M: 901-***-**** ? T: 901-***-****


Germantown, TN 38139-3465

Senior Operations Executive

with expertise in:

Consulting / Financial Services / Marine Transportation

Multi-talented business executive who leads companies through change and

challenge to profitable growth. Skilled in identifying opportunities,

developing strategic plans, and delivering sustainable bottom-line results.

Hands-on leader able to keep teams focused and productive during

inevitable ups and downs of growth cycles. Champion of change management

and process improvement to drive organizational excellence. Multi-lingual:

Dutch (native), English (fluent), French and German (conversational).

Achieve objectives through expertise in:

Core Qualifications

( Business Process Improvement / ( Market Definition / Product

Metrics Penetration

( Multi-functional Communication / ( Vision Definition /Tactical

Leadership Implementation

( Needs Analysis & Solutions ( Global Complex Project

Development Management

( Supplier / Customer Relations & ( Resource Allocation /

Negotiations Maximizing ROI

( Team Development / Deployment / ( Compliance / Financial

Motivation Reporting

Executive Performance

Calaveras Business Coaching, LLC, Germantown, TN 2008-Present

Entrepreneurial business coaching firm helping business owners develop

personal and corporate visions to take their companies to next level

through developing marketing/sales campaigns to increase profitability, and

developing systems and teams to grow and run their businesses.

Executive Operations Coach/Consultant

Provide executive leadership across all business functions.

. Achieved 300% improvement in customer conversion rate and revenue

within two weeks after assessing and implementing employee engagement


. Improved productivity 25% over six months as a result of involving

employees in process and providing incentives.

. Collaborated with business owner to create financially viable model

that met economic as well as personal satisfaction and business

retention objectives.

. Facilitated 200% revenue increase for law firm by helping them clarify

their true "product" and focusing their marketing efforts.

Calaveras Trading & Investments, LLC, Germantown, TN 1996-2007

Money Management Firm providing access to alternative investments for

smaller private investors with $10 million in customer accounts invested in

commodity and financial futures at it's peak.


Managed four-member staff in all business aspects including compliance,

trading/investment decisions, marketing/fundraising, human resources, and


. Reduced operating costs 75% while reducing pricing and investment

errors 90%+ as a result of redesigning processes and outsourcing

certain functions and consolidating others through use of technology.

. Founded profitable Commodity Trading Advisor, which invested client

funds in variety of futures markets based on personally developed,

computer-based trading systems.

. Received company profile in several publications, including "Managed

Account Review" (2001) and "Futures Magazine" (2003) due to

outstanding performance.

. Honored with "Small Business of the Year" award in 2005, from local

Chamber of Commerce based on execution of business plan.

Mark van Stolk Page 2 of 2

McVean Trading & Investments, LLC, Memphis, TN 1993-1995

Commodity futures brokerage and trading company specializing in grain,

livestock, and financial markets.

Trading System Developer

Recruited to assist renowned futures trader, Martin Hilby preserve and

mathematically formalize 50+ years of empirical trading observations,

publish internal reports, and develop profitable futures trading systems.

. Discovered method to adapt outdated trading strategies to current

market conditions and investor preferences.

. Developed internal publication detailing 50+ years of Martin Hilby's

trading experience, distilling critical lessons learned and

adaptations required to apply lessons to current markets.

Marine Transport Lines, Inc., Secaucus, NJ 1988-1993

Oldest U.S.-flag bulk ocean shipping company, operating 50+ tankers and

bulk cargo vessels worldwide.

Director, Business Process (1990-1993)

Spearheaded development and implementation of company's Quality Process

and educated management and staff in Continuous Process Improvement to

enhance efficiencies and customer service while reducing costs.

. Transitioned ship-to-shore communications from telex to email,

reducing annual cost from $150,000/per ship to $1,500.

. Automated expense reporting system on notebook platform, eliminating

more than 67% of related labor costs, while generating 99%+ reporting


. Migrated accounting system from dumb terminals to PC network,

increasing productivity over 300%, while reducing errors dramatically.

. Implemented business process improvement system and Total Quality

Management that enabled staff reduction from 225 to 65 and increased

operational productivity up to 300%.

Manager, Project Planning (1988-1990)

Analyzed and prepared reports, presentations, and helped arrange

financing of new projects including vessel purchases, vessel leases,

charter arrangements, and joint ventures.

. Assisted CEO in conducting financial analyses and preparing reports

and prospectuses for taking company private.

. Led 12-member team completing RFP several days ahead of schedule to

acquire $300 million government contract for management of Sealift

Command vessels.

. Reduced initial project analysis turnaround from several days to less

than an hour, after developing spreadsheet-based analysis system that

allowed standardization of initial assumptions.

Education / Development / Certifications / Affiliations

M.B.A., International Business/Finance,

Georgetown University - McDonough School of Business, Washington, D.C.

B.S., Economics, Massachusetts Institute of Technology, Cambridge, MA

Sandler "Professional Advantage" Sales Program, Memphis, TN

Philip Crosby - Quality Improvement Process Management, Winter Park, FL

Management of Shipping Costs and Revenues, Oxford, UK

Series III, National Futures Association

Licensed Professional Business Coach, Professional Business Coaches


Leadership Germantown, Member

Professional Business Coaches Alliance, Member

Memphis Coaches Network, Member

National Federation of Independent Businesses, Member

Greater Memphis Chamber of Commerce, Member

Germantown Area Chamber of Commerce, Ambassador

Germantown Kiwanis, Board Member

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