Manager Quality Control

Bill Surratt

*** ****** ****

Highland Village, TX 75077

Home: 972-***-****

Cell: 214-***-****

e-mail: **********@*******.***

Career Summary:

Throughout my adult professional career, I have successfully created

problem resolutions from complicated data analysis. From increasing

production efficiency by 30% utilizing quality control measurement data, to

providing a 20% improvement in PPO pricing, to taking departmental profits

from the red to 40% of divisional profit. The methodology that I put in

place provided three times the qualified candidates to our jewelry

wholesaler and a 20% increase in qualified mortgage candidates for Banc

One's analytic group.

Work Experience:

Mundy Marketing 1995 - present

Independent contractor

. Developed an A/R process improvement for a local DMN distributor that

provided savings of $23,160 for his district and $1.3 million system

wide.

. Contracted to develop a data model for a personnel income variable to

be installed in a national database for Knowledge Based Marketing,

division of Wunderman Worldwide.

Manager Research and Statistics

Developed synopsis of refining operations with emphasis on safety and

environmental concerns.

. Identify management software for appraisal (PIMS). Provided help in

the design of the health benefit package.

Dollar General 2003 - 2009

Store manager

. Assembled a customer centric team with superior service capability

that resulted in consistent 10% sales increases

. President's and Regional Manager's award for operational excellence

. Developed year over year double digit sales increases( 10%+) by

tapping the Hispanic market and developing better customer relations

by encouraging employees to utilize a team approach to customer

satisfaction.

Frost National Bank 1997 - 2000

Vice President Data Mining/Direct Marketing

. Established and presented BI and marketing applications to the

stakeholders of the relationship banker system (REP) and C level.

. Integrated data across systems to provide marketing information in the

Teradata warehouse which provided a single picture of customer

history.

. Designed and developed data marts for marketing applications that

allowed uniform access for CRM software.

. Provided data profiles of marketing information as part of a data

quality effort.

. Analyzed and modeled share of wallet and loyalty.

. Designed Dashboard metrics and tactical information hierarchies.

Columbia Homecare Group 1996 - 1997

Senior Research Associate

. Kept the CQO updated to relevant information relating to product

performance and billing variance.

. Managed the first nationwide customer satisfaction study for the

largest home health care provider.

Developed quality control metrics for delivery of care.

JCPenney 1988 - 1995

File Development Manager

. Directed an $8.1 million contract with a local computer service

bureau. Managed 8 contract employees including an analysis and data

mining team.

. Served as advisor to Program Managers in the application of

segmentation to marketing programs and creative development.

. Leveraged improvements in data quality to increase mail deliverability

by 29%.

. Met or exceeded budget expectations.

. Met or exceeded project timelines consistently.

. Received recognition for developing a CRM system for JC Penney Direct

Response that brought the department from red ink to 40% of divisional

profit.

. Integrated customer data across platforms and business units to form a

single divisional picture of the customer.

. Increased the efficiency of customer segmentation and behavioral

modeling by providing a fundamental improvement in methodology. This

improvement had the effect of providing a technological shift in the

production function which led to dramatic improvements in customer

satisfaction/loyalty and lifetime value.

. Designed and negotiated a database marketing solution for 1the $100

million Direct Response department resulting in dramatically increased

revenues.

Technology:

SAS, S-Plus, KnowledgeStudio, SQL, Word, Access, Powerpoint

Education:

Master of Arts in Quantitative Economics - Graduate Assistant

EASTERN MICHIGAN UNIVERSITY, Ypsilanti, MI

Bachelor of Arts

TOLEDO UNIVERSITY, Toledo, OH

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