Customer Service Management

DOYLE W. YOUNG

***** ******** ****** ***** ( San Diego, California 92128

858-***-**** ( abg67z@r.postjobfree.com

Executive-Level Management - Chief Executive Officer (CEO)

Education & Chief Learning Officer

Executive management professional with extensive experience building and

transforming successful organizations, conducting organizational

assessments, leading turnarounds, spearheading positive change, developing

marketing brands, and delivering human resources management solutions.

Skilled at initiating business and strategic growth plans, streamlining

processes, and developing transformational customer service initiatives.

Oversee geographic and product-line expansions, increased customer

retention, and leading successful, results-oriented teams. Guide M&A

planning and implementation while developing customer contact and feedback

programs and being hands-on.

( Corporate Leadership ( 20+ Years In Corporate & Post Secondary

Universities ( Operational Management ( Business Transformation ( Financial

Management ( Profitable Growth ( Change Management ( Business Development (

Strategic Planning ( P&L Authority ( Brand Development

( Customer Satisfaction ( Process Improvement ( Productivity Enhancement (

Team Building / Coaching / Mentoring ( Matrix Management & Execution

Excellence ( Non-Profit & For-Profit Education Expertise

( Content Leadership through Distributed Technologies ( Professor

Collaboration ( International Education Expertise ( Student Recruitment &

Placement ( Proctoring ( Career & Professional Development Counselor

PROFESSIONAL EXPERIENCE

EVERCHANGE GROUP, San Diego, California ( 1997-1999, 2003-2007 & 2009-2010

Consulting firm offering change and execution consulting, organizational

assessment, strategy development and employee engagement support with $1.2M

in annual revenues.

Co-Founder & Managing Partner

Provided expert assistance to C-level executives pursuing change and

organizational performance improvement. Initiated and led projects

including strategy development, operations execution support, change

management, process improvement, program and organizational assessments,

executive coaching, and employee training, coaching, counseling and

mentoring.

EVERCHANGE GROUP (continued)

. Counseled Starbucks on HR issues related to growth from 2,600 locations

to 8,000-plus.

. Consulted with Apple senior management on maintaining a change-seeking

technology culture.

. Recognized by Harvard and Michigan business schools for work in change

management.

. Co-author of The EverChanging Organization: Creating the Capacity for

Continuous Change, Learning & Improvement.

PROFESSIONALS IN HUMAN RESOURCES, Los Angeles, California ( 2007-2008

Not-for-profit membership association serving 5,300 human resources

professionals in Western states with a $3M annual budget.

DOYLE W. YOUNG ( Page 2

Chief Executive Officer / Board Member

Serve as member of strategic and operational leadership team, overseeing

creation and delivery of professional development programs as well as the

planning and implementation of member

initiatives. Lead creation and administration of programs assisting with

legal, organizational and employee development needs.

. Grew membership 21 percent and increased retention 6 percent through

strategic campaigns.

. Reduced expenses 12 percent by transforming business model to adapt to

economic downturn.

. Achieved 8 percent revenue increase with new services, including

technology-based initiatives.

. Spearheaded launch of membership e-survey resulting in new programs,

practices and tools.

. Rebranded association, expanded geographically to offer services in new

markets.

. Serve as Society of Human Resources Management's (SHRM) top worldwide

affiliate.

AMERICAN COLLEGE TESTING, Iowa City, Iowa ( 1999-2003

Not-for-profit providing assessment, research, information, and program

management services with $175M in revenues and 1,400-plus employees.

Vice President & General Manager

Member of executive team instrumental in building national network of more

than 200 ACT Learning Technology Centers. Coordinated delivery of services

with more than 200 colleges and universities. Led staff of 25 direct

reports, 300 employees through matrixed reporting structure, and over 1,000

college specific personnel. Spearheaded development of Web-based technology

and business model while promoting corporate brand.

. Developed and won board approval of $100M strategic plan to build

network of ACT centers.

. Steered operations to Web-hosted platform, building startup division to

$37M in three years.

. Secured $10M contract for critical testing of Transportation Security

Administration personnel.

. Created a business-to-business and e-commerce capability, national sales

force, customized the web-based technology infrastructure

. Identified and negotiated the sourcing of education, learning products

and high-stakes testing programs with leading content (e.g., courseware)

and test vendors in the country.

. Supervised the development plans for 1,000 staff from colleges and

universities in business planning, operations and marketing, coaching

them through the development and launch of their Technology Center.

. Secured the $10M PAN/TSA contract for high stakes testing of airport

workers under Homeland Security whose funds were distributed to

communities nationwide.

ON-SITE PLUS, San Francisco, California ( 1986-1999

Offered over 300 training products in the form of workbooks and

organizational assessment tools, as well as online and in-classroom

training. 12 employees with 150 independent consultants with $5M in annual

revenue.

DOYLE W. YOUNG ( Page 3

Managing Partner / Founder

Founded corporate education consulting firm with a great depth and breadth

of resources for establishing corporate universities. Spearheaded

operations to compete on basis of price, product and service quality, with

ability to compete in multi-million contracts with well entrenched large

firms.

. Positioned company for sustainable growth by developing business model

and concept.

. Established corporate universities for such companies as Ford, National

Semiconductor, Charles Schwab and Apple Computer.

ON-SITE PLUS (Continued)

. Addressed clients' diverse employee and organizational development

requirements as a result of creating nationwide consultants registry.

. Enabled on-time and on-budget delivery of nationwide projects by

designing project management and quality standards.

. Assisted regional bank (600 branches and 15,000 employees) with

receiving California State award from American Banking Institute as most

successful customer service bank in the state.

. Played a key role in a multi-billion international agricultural company

improving product quality by leading the installation of six-sigma

product, including design and training of management.

LESHER COMMUNICATIONS, Walnut Creek, California ( 1984 -1986

Newspaper publisher and broadcast media (family-owned, privately held)

company with $100M in annual sales. 500,000 in circulation served the

Northern California market. Employed over 1,200 people with a distributed

workforce in a multi-state county area. Also, co-published and printed the

New York Times California edition from Satellite feed.

President / Co-Publisher, Board Member

Served as C-Level management, reporting to the Chairman, CEO and Co-

Publisher, directing an annual budget of $90M spanning multiple business

areas in decentralized complex manufacturing operating environment. Direct

staff of officers that included 12 individuals representing advertising

marketing/sales, general counsel, media, technology and print operations,

finance, supply chain activities & distribution (e.g., trucking, media

centers), editorial, circulation and community/civic/political relations.

Worked in collaboration with leadership within agencies such as Board of

Governors of the California Community College system as well as performing

as trustee of St. Mary's College, John F. Kennedy University, California

State University system, and the California Post-Secondary Education

Commission.

. Key spokesperson to industry and civic groups for the

organization...enabled community to receive county installation of $150M

public transit project as a result of lobbying with state agencies.

. Planned and executed $25 million in capital improvements of four color

offset printing technologies; productive supplier relationships are a

key value of the corporation.

. Boosted revenue growth 9% and profitability 12% per year through

application of continuous improvement processes, cost control, three

major acquisitions while consolidating into key operations, including

marketing, manufacturing operations, distribution, editorial, and

finance.

. Prepared for sale the company to Knight-Ridder given the age and health

of the Chairman.

THE AMERICAN MANAGEMENT ASSOCIATIONS, New York, New York ( 1979-1984

Non-profit international education and publishing organization with over

120,000 members and 675 employees worldwide. $125M in annual sales.

DOYLE W. YOUNG ( Page 4

Regional Practice Director - Western U.S. and International

Spearheaded operations for Northern California, Washington, Oregon, Nevada,

Idaho, Mexico, and Western Canada. Managed products and services within

"The Presidents Association" of over 1,200 regional Presidents/CEOs,

spanning compensation, training, strategic planning, and executive coaching

services. Led facilitation of corporate issues forums and briefings, self

study programs, research and, computer based courseware. Supervised 20

people with a matrix organization involving 85 consultants. Coordinated

professional development program development with staff in New York

headquarters.

AMERICAN MANAGEMENT ASSOCIATIONS (Continued)

. Achieved 30% sales increase and five point gain in market share.

. Led installation of management improvement programs for small-to-Fortune

500 companies.

. Managed consulting teams authoring strategic business plans for

companies such as The Gap, C & H Sugar Company, Simplot and Thoratec

Medical Products.

EDUCATION

Master of Business Administration

Golden Gate University - San Francisco, California

Bachelor of Arts in Industrial Psychology

California State University - Northridge, California

Doctor of Business Administration

In Process of Review (Dissertation In-Progress, Graduation, 2013)

PROFESSIONAL AFFILIATIONS

Corporate Directors Forum (member)

Bethel Seminary (board member)

Fermanian School of Business, Point Loma Nazarene University (professor)

California Miramar University & Vietnam National University (professor)

California State SHRM Governing Council (board member)

PUBLICATIONS/PUBLISHING

Book: The EverChanging Organization: Creating The Capacity for Continuous

Change, Learning & Improvement (2000, St. Lucie Press)

Book: Crossing the Execution Chasm: A New Model for Exceptional

Performance

(2009, Self Published)

Developing Your Professional Skills

1999 - 2004

Syndicated Newspaper Columnist, 25 Newspaper Nationwide, 2.5 million

Circulation

Creating a Corporate University Using Distributed Media Technologies

1992-1999

DOYLE W. YOUNG ( Page 5

ACADEMIC, TEACHING & FORMAL TRAINING EXPERIENCE

. Lead Business Trainer, Presidents Association Division of the American

Management Associations, 1980-1982.

. Strategic planning facilitator for the Centre for Planning &

Implementation, Lake Hamilton, NY. 1981-1982.

. Business & Industrial Management Instructor Credential: California

Community College - Valid for Life, 1986

. Mt. Diablo Community College, Concord, Ca, Adjunct Business Instructor,

Lifetime Teaching Credential, 1986 to present.

. Adjunct faculty, Golden Gate University, Graduate School of Business,

1986-1987, San Francisco, CA.

. Adjunct Professor: Fermanian School of Business, Pt. Loma Nazarene

University, 2006-present - Teach undergraduate business courses & MBA

curricula.

. Adjunct Professor: California MiraMar University & University of Vietnam,

San Diego, 2010, Teach undergraduate and MBA curricular in San Diego and

Vietnam.

. Senior Consultant for the EverChange Group delivering business workshops

to CEO Forums, 2005-present.

. Frequent public speaking roles for such organizations as Inc. Magazine,

Society for Human Resource Managers, the American Management Associations

and the Entrepreneurial Institute.

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