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Customer Service Management

Wichita, KS
August 08, 2012

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**** *. ********* ***. *******, KS 67206-4461

Home: 316-***-****

Cellular: 316-***-****




Successful and accountable in high-profile executive roles -

Experienced-backed judgment, strong work ethic, and impeccable integrity

directed to surmount complex business challenges and yield winning high-

stake decisions. Comfortable interacting at the highest levels of both

public and private enterprises.

Corporate Strategy & Operational Excellence - Adeptness and sophistication

in identifying opportunities and capitalizing on available resources.

Consistent record of delivering results in growth, revenue, operational

performance, and profitability.

Indomitable achiever delivering mission-critical results - Inspired to lead

people in attaining game-changing performance. Naturally skilled with the

vision, instincts, and timing to succeed no matter how difficult the task.

Exceptional leader leveraging human capital - Engender loyalty and

intellectual discourse while driving organizations to exceptional

performance. Accomplished public speaker and communicator to both internal

and external constituencies.


Strategy, Vision, Execution, Alignment

Executive Leadership & Staff Inspiration

P&L, Budgeting, Forecasting

Business Expansion & Growth

Product Innovation & Launch

Finance, Legal, Compliance

Contract Negotiations & Bargaining

Quality & Process Improvement

Board Relations, Roles, Responsibilities

Enterprise Risk Management & Controls

Facilities, Real Estate, Development


Envision, Inc 2012 -


Not-for-Profit Manufacturing and Social Services Company


Focused on rebuilding a completely fragmented leadership team and

operations areas (manufacturing and health clinic operations) by returning

the enterprise to a strategy-based planning and execution model. Repaired

damaged relationships in both the community and within our industry

partners, focused on cost and quality control returning an immediate 2% to

the bottom-line.

Management & Leadership Successes

. Returned the company to a strategy-based planning methodology by a

deep focus process early in my tenure. Began alignment of key

departmental objectives, goals, and measures.

. Focused on cost control, inventory management, and facilities

eliminating $1.2 MM in total overhead.

. Converted a heavily governmental sales channel to a more balanced mix

between commercial and government eliminating risk of the impending

government reduction in spending.

. Drove additional efficiencies and increases in patient volume into our

clinical operations increase the clinic operations net income by

nearly $300,000.

Delta Dental of Kansas, Inc / Surency Life & Health Insurance Co. 2007 to


Dental Benefits Company (not-for-profit) / Multi-line Ancillary Insurance

Products Company (for-profit)


Significantly contributed to a change in the company's strategic direction

delivering new ancillary product lines under a new for-profit subsidiary

which increased company revenues during the '08-'10 recession. Drove

operational and technological strategy instrumental in achieving industry

leading operating expense ratios while providing continuous process

improvement and efficiencies.

Management & Leadership Successes

. Provided strategically key new company / new product line development,

operational and roll-out expertise positioning the company for revenue

growth during a period of economic contraction. Revenues increased

from $196MM to $243MM in the four years from '07 to '10.

. Drove operating expense ratios to historical low of 7.69% while

improving industry-leading service delivery metrics within critical

departments including call center, claims administration, and

information technology. Emphasized universal best practice adoption as

key to successes.

. Negotiated key partnerships significantly improving speed to market

for the new ancillary product lines and ensuring best-value / best-

return on capital investments.

Value Place Property Management LLC 2005 to 2006

Entrepreneurial Hospitality Start-up recognized as one of the top 25 best

franchises to own.


Designed, modified, and refined an operating model for a highly successful

start-up hospitality company providing high-value, low-cost extended stay

accommodations across the full spectrum of functions including HR, finance,

legal, project management, marketing and sales, facilities and contract

management, information technology and call center.

Management & Leadership Successes

. Instrumental in driving company performance enabling Value Place to be

a leader in the franchise community, ranked 22nd best franchise to own

by franchisees in Franchise Business Review in 2006.

. Responsible for sales and marketing staff that maintained occupancy at

90% or greater for 2005 and 2006 for all operating properties.

. Developed and refined the most efficient operating model in the

extended stay hospitality market driving return on investment to

exceed 14% on every operating property.

UBS Financial Services, Inc. / UBS Wealth Management - Americas 2000 to


Global Financial Services Company - WM Americas providing wealth management

services to US clients


Managed / Lead 8 direct reports and 200 employees in six operational

departments providing account transfer, opening and maintenance services,

client verification / USA Patriot Act compliance, retail credit card and

check processing, e-commerce delivery platforms, client communications and

retail reporting - in-house printing and fulfillment operations, prospectus

and proxy support, trading support, project management group, and corporate

distribution services.

Management & Leadership Successes

. Re-engineered / redesigned majority of departmental processes over 3

years; notably improved customer service, reduced operating costs by

over 20%, outsourced non-core functions, and renegotiated all

supporting contracts.

. Transformed transaction processing and deployed document imaging

technology to enhance operational performance in a transaction heavy

environment. Resulted in a 700% cycle-time improvement and over $5.5MM

in annual savings while dramatically improving customer service for

both clients and brokers.

. In response to the Patriot Act requirements for financial services;

collaboratively created a new 46 person operational department

responsible for compliance with the Acts provisions.

New York Area Command, Fort Hamilton NY 1998 to 2000

US Army Installation Command over five geographically separate installation

activities and serving over one-quarter million active, retired, and

reserve members of the US Armed Forces.


Managed / Lead 14 direct reports and 300 employees across a multitude of

disciplines including human resources, intelligence operations, security,

facilities/real estate management, hospitality services, restaurant

operations, community recreation programs, various retail establishments,

logistics, financial management, and technology. Operated both for-profit

and not-for-profit businesses.

Management & Leadership Successes

. Improved profitability of hospitality and catering facilities by over

50%; developed extensive marketing plan. Developed a master plan for

facility renovation and community housing.

. Managed $17MM annual operating budget, $30MM annual new construction


. Managed over 2MM square feet of facilities, three sites, and 467 acres

of grounds.

. Performed numerous media relations responsibilities with local, state,

federal officials and private entities.

Installation Command, Fort Ritchie, Site R, and Camp David, Maryland

1996 to 1998

US Army Installation Command over three geographically separate

installation activities and serving over 150,000 active, retired, and

reserve members of the US Armed Forces. Logistical support to Camp David.


Managed / Lead 11 direct reports and 350 employees across a multitude of

disciplines including human resources, intelligence operations, security,

facilities/real estate management, hospitality services, restaurant

operations, community recreation programs, various retail establishments,

logistics, financial management, and technology. Operated both for-profit

and not-for-profit businesses.

Management & Leadership Successes

. Accelerated the mandated closure of the Fort Ritchie by over 2 years

resulting in an additional $78MM in savings. Developed an extensive

collaborative partnership with local redevelopment agency, local,

state and federal officials.

. Implemented an advanced leasing program for divested facilities;

returned over $1.5MM to the operating budget and lessened the

community economic impact by nearly $15MM annually by introducing new


. Managed 2.5MM square feet of facilities, three sites, including a

unique, environmentally sensitive underground facility, and 758 acres

of grounds.

. Accomplished public speaker sponsoring numerous community outreach

programs and invited keynote speaker at annual Antietam National

Battlefield memorial ceremonies.

Additional Experience, Various US Army Commands

Command and control of various US Army combat and combat support units in

the capacity of commander or operations officer including management of

manufacturing operations and processes.

Management & Leadership Successes

. Managed / lead on average 5 directs and 50-100 employees responsible for

the daily operations of US Army units. Developed extensive training

regimens and programs for unit operations; recognized as a pre-eminent

training provider.

. Developed, coordinated and supervised multi-million dollar training

exercises including management of facilities, programs, logistics, and

daily activities.

. Presented operational plans and reviews to senior Army and Federal

leadership to include the President of the United States, Congressional

Leaders, and numerous Uniformed Services leaders; comfortable with public

presentations and speaking at the highest level.


Financial Industry Executive Program, Wharton School of Business,

Philadelphia PA

Masters of Business Administration, Management, Golden Gate University, San

Francisco, CA

Command and General Staff College, Fort Leavenworth, KS

Bachelors of Science, Civil Engineering, United States Military Academy,

West Point, NY

Certificate of Directors Education, NACD Corporate Directors Institute

Community Activities: Communities In Schools, Angel Flight Central, United

Services Organization, Association of the US Army, Armor Association,

Association of Graduates - US Military Academy

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