Customer Service Sales

John A. Blair

CEO/start-up/technology/consumer services with more than 25 years' P&L

experience

abh1h7@r.postjobfree.com, 925-***-****-c

****-* ****** *****, ****** Creek, CA 94597

SUMMARY:

. Accomplished leader in both Fortune 10 and small organizations

converting intent into successful financial results. Scalable

executive management skills

. Grew multiple profitable businesses from the ground up and managed

others with P&L responsibility in excess of $100M, 500+ staff.

. Track record of increasing stakeholder value with more than $11B in

M&A activity and 2 IPOs.

. Fifteen years in Internet sector: product development, E-commerce, Web

2.0, fund raising, building companies from scratch.

. Linked-in profile: http://www.linkedin.com/in/johnablair

ACCOMPLISHMENTS:

Executive Strategies, Principal, Walnut Creek, CA, 11/96-Current,

www.executivestrategies.com. Fulltime and interim executive management

practice that leads companies through hands-on management, strategic

planning, business development, product development, customer service, and

operations process improvement/re-engineering.

Industry experience includes: Internet and E-commerce, service oriented

companies, software companies, managed service providers, (SAAS),

nanotechnology, medical devices, Web 2.0 technologies. Representative work

includes both fulltime and contract positions:

. Advisor & Board Member - Mediate.com, Eugene, OR; the country's

leading resource for the mediation industry. Advise CEO on corporate

and business development initiatives. Actively involved in web 2.0

online revenue building. Increased 4Q08 & 1Q09 revenues through

pricing changes, product design changes, and direct sales optimization

despite the economic slowdown.

. Advisor - NEI Corporation, Inc, Piscataway, NJ, www.neicorporation.com, a nanotechnology R&D company. Advised company on product

development, go to market efforts, and corporate/business development

activities.

. CEO/founder - Fish Sponge, Inc., San Francisco, CA, www.fishsponge.com

fishing tackle manufacturer. Built a complete (B-to-C) E-commerce and

manufacturing business. Lead product line strategy development and

design, (PLM), created supply chain and outsourced manufacturing,

created and launched sales/marketing efforts, designed website, and

began development of retail distribution channel. In first year

achieved sales throughout Pacific Northwest, Great lakes, and Europe.

. CEO - Acteva, Inc., www.acteva.com, San Francisco, CA an event

registration company. Internet based provider of event management

services. Turnaround situation. Developed and implemented new

products/services, and reduced operating expenses. Successfully sold

business with no disruption to customers.

. CEO/founder - Class.com, Inc., www.class.com, Lincoln, NE, the

nation's first fully accredited online high school offering quality

education over the Internet to learners worldwide. Started company as

employee #1, raised $7.5m in first round financing, recruited complete

management team and built organization to 125+ employees with a sales

organization in 14 states in first year. Achieved Revenues of $3.5M in

first 15 months.

. VP Biz Dev - CRL Inc., San Francisco, CA. An Internet Service

Provider. Managed negotiation, sale, due diligence and acquisition of

a $2M company. Led the IPO process, selected Investment Bankers,

managed S-1 filing. Company sold prior to road show.

. Executive Director - Southeast Alaska Guides Organization,

www.seagoalaska.org Sitka, AK - Nonprofit sportfishing advocacy

group. Responsible for fund raising, member growth, fisheries

management/sustainability strategy, and activism in the $1.4B AK

sportfishing industry.

VP Operations & Internet Services, DG Systems, San Francisco, CA, 9/94-

11/96. Hi-tech, venture capital funded startup. The company is the nation's

largest digital distribution telecommunications network for advertising

media.

. Member of executive team in a successful IPO - major financial win for

tier-1 VC investors (Kleiner Perkins, Mayfield, others) and

employees/management.

. Successfully built multi-state operations, CRM, and Network Operations

Center functions from the ground up. Built a nationwide PVN with more

than 5,000 nodes.

. Over a two year period, increased capacity eight-fold, (80k

transactions/month), reduced transaction costs by 60%, and attained

customer satisfaction levels of 99.9%.

. Designed the company's first Internet strategy and business model.

Banking Experience - More than fifteen years' experience at Senior Vice

President level with Citibank, Key/Ameritrust, and Crocker. Experience

includes:

1. Managed profitability for a $2.0B credit card and revolving credit

portfolio.

. Responsible for P&L, telemarketing sales, centralized customer

service, operations, and high profit customer management personal

banking.

. Accomplishments include: management responsibility for a business

process re-engineering, BPR, strategy and implementation for high

profit customers, successful 9-month telemarketing program

resulting in $120mm in competitor balance transfers, and

significant systems automation in the customer service area.

Managed a staff of 180 FTE.

2. Line responsibility for the profitability and ongoing operations of a

$2.2B consumer loan and $2B mortgage portfolio. In addition managed the

centralized customer service function for the corporation, (200k

calls/mth). Responsible for operating revenues of $200M, $59M expense

budget, $20M operating income, and 500+ FTE.

. Accomplishments include: Board approval for a new consumer lending

strategy, $160mm summer home equity loan campaign, lead a major

business process reorganization resulting in $20M annual savings,

development of a risk management function, and upgrading of the

central customer service offering through the introduction of first

generation 24x7 availability, customer retention and cross sell

programs, and inbound sales.

. Successfully managed merger teams for all consumer loan systems

conversions, ATM processing, and central customer service, and

developed the post merger organization to manage these functions

resulting in a staff of 500+ and $22M operating budget.

. Significant Customer Service/Operations process improvement, CRM, BPR,

Aspect - ACD, IVR, CTI, customer retention, Operations-sales

initiatives, multi-state operations & consolidations.

3. Planned, built, and managed multi-departmental consumer lending business

from scratch that grew a loan portfolio internally and through acquisition

to $500M in 5 years with 1.0% ROA.

. Developed products, process, systems, financials, risk management, and

facilities. Developed, purchased, and implemented systems to automate

major components of consumer loan business including credit

application processing of 25,000 applications per month, loan

accounting for 100,000 loans, and collections for 25,000 delinquent

accounts.

OTHER EXPERIENCE:

. Founder, MK Associates, Walnut Creek - Developed first generation

shrink wrap PC software for time reporting, billing, and budgeting for

psychologists.

. Financial Manager - Comptrollers Division, Massey Ferguson Ltd.,

Toronto - Significant international financial management experience,

SEC reporting, $1B capital planning, treasury functions, and hands-on

financial systems development.

. Manager, Commercial Services, Comshare Ltd., Toronto - Managed systems

development staff and programmed business accounting systems, (AR, AP,

GL, Inventory, Reporting. Installed in more than 20 different

businesses

. Chemical Engineer, Goodrich Chemical Co., Cleveland - Applied polymer

research

EDUCATION:

. BSChE in Chemical Engineering, University of Akron

. Post graduate work in business administration and polymer chemistry

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