RICHARD CULBERTSON

Bremerton, Washington *****

Business Management / Customer Service Management

Visionary communicator and creative leader with 30 years experience

implementing strategic relationships across industries. Significant

strengths in conducting operational analysis, enhancing productivity, and

successfully negotiating major contracts. Exemplary results include

generating revenue via innovative solutions to complex problems,

facilitating company transitions, expansions, and turn-arounds. Keen eye

for trend-spotting and analysis applied to B2B alliances and ability to

align corporate resources to meet customer needs. Exceed expectations in

quickly recognizing new opportunities, training staff, and exemplary

customer service focus to create competitive advantage.

Business Management & Development across Varied Industries ( Innovate

Operations

Quality Customer Service ( Operational Efficiencies ( Staff

Training/Development

Sustainable B2B Relationships with Government/Communities/Businesses (

Revenue Growth

Vendor/Contract Negotiations ( Project Planning & Initiation ( Cost

Containment

Dynamic Cross-Functional Team Leadership ( Scope of Work ( Creative

Solutions

Organizational Turn-Around ( Request for Proposal ( Workforce Productivity

/ Cohesion

PROFESSIONAL EXPERIENCE

UNITED RECORDS MANAGEMENT & STORAGE, Bremerton, WA ( 2010 - Present

United Records Management and Storage, a new "start up" company in Kitsap

County, offering safe and secure record storage (both hard and electronic

copies) to both large and small businesses.

Sales Consultant

Responsible for generating new business clientele by networking with the

small business community, telemarketing, developing professional

relationships through referrals and one -on- one relationships. Log and

track contacts and follow up potential customers in order to ensure largest

return for time invested. Personally create aesthetically pleasing

marketing advertisements, drafting promotional materials that would appeal

to the customer. Constant research and knowledge of small businesses and

their potential need for Records Management and Storage services.

WASTE MANAGEMENT, INC., Auburn, Washington ( 2005-2009

Combined hauling/material recycling services company with annual revenues

of $40M and $5M, respectively. Delivers services to 82K residential/20K

commercial customers via 80 vehicles.

District Manager

Managed cross-functional team of 117 staff and 4 direct reports across 6

locations, including union/non-union staff. Analyzed daily operations,

rapidly creating solutions to financial, operational, and safety

challenges, as well as escalated service issues. Initiated sales calls on

commercial accounts. Improved operational efficiencies, and maximized

employee performance. Full P&L for both corporate divisions.

Financial Impact:

. Transformed Material Recycling Center operations to reach profit status

averaging $50K/month from previous monthly losses at $20K/month, an

outstanding $70K range from loss to profit.

. Gained $350K in additional revenue on City account alone, expertly

resolving billing issues.

. Generated $2.5M in additional revenue, with 25% margins, leading the

team response to Request for Proposal with City of Maple Valley, winning

the bid at competitive price, creating all hiring, training, procurement

and distribution of 30K waste carts/steel containers. Procedures and

community education/training for this implementation became prototype

for future projects with the company.

. Negotiated several contracts and addendums to ensure long-term revenue

streams, expertly avoiding competitive bid process, including a 7-year

contract for City of Pacific, increasing profit 15%, and 10-year contact

with City of Algona, producing 20% profit, an addendum with City of

Auburn allowing 100% CPI annual increase, and new 10-year contract with

23% profit potential.

B2B Relationships:

. Introduced sustainability and green solutions to City and Government

accounts, frequently designing/delivering presentations at workshops,

City Council/Chamber of Commerce meetings.

. Increased corporate visibility and community involvement via work with

charitable organizations, such as Federal Way Symphony, Multi-Service

Center, and Children's Therapy Center.

. Spearheaded all environmental issues, including developing proper use

plans for testing/disposal of storm/waste water, air quality, and

hazardous materials management.

. Influenced community recycling habits, removing 30% of recyclables from

solid waste stream.

. Landed 6-year contract with local Teamsters with recycle drivers.

. Achieved Most Improved status in productivity for hauls/homes/yards per

hour and maintenance facility, in addition to being on target for Top

Shop nomination based on keen understanding of action necessary to shift

poorly performing maintenance team, diligently changing

procedures/staff.

RESTAURANT SOLUTIONS, INC. (RSI), Spokane, Washington ( 2003-2004

Independent support provider for Point-of-Sale Technology Solutions,

including around-the-clock help desk services, on-site installation/repair,

logistics, and consulting to 4K restaurants in US and Caribbean.

Director, Business Development

Directed Customer Support Center (7 direct reports/35 technicians) in

service delivery, brand / marketing strategies, and web site. Managed staff

development, hiring, performance reviews. Consulted with largest account,

McDonald's. Created trade show presentations for restaurant association

conferences. Created Scope-of-Work and Service Level Agreements.

Collaborated with CFO to negotiate contracts/pricing.

. Transitioned business from Getronics to RSI, including personnel and

facility re-location, lease negotiation, phone system procurement, and

Automated Call Distribution software, and close collaboration with

state/federal levels of the Department of Labor and Labor Relations.

. Captured $1.5M in new accounts, expertly developing productive business

relationships to expand business with Point-of-Sale software development

companies throughout the US.

GETRONICS WANG COMPANY, Liberty Lake, Washington ( 1998-2003

Global integrated ICT service leader, generating $1.9B in workspace

management services, connectivity, datacenters, and consultancy revenues

annually with 14K staff.

Help Desk / Program Manager

Turned around failing help desk operations to deliver continuous support

and technical service for 5K McDonald's locations throughout the US.

Provided fixes via phone or dispatched technicians on-site. Managed cross-

functional team of 80 (7 direct reports) at Liberty Lake/10 technicians in

Massachusetts.

. Negotiated lucrative arrangement with RSI, from business plan

development to $1.6M swing toward profit, spearheading return to under

budget operations at $1.2M from former annual losses at $2.4M.

. Reduced call response time to goal levels, by skillfully initiating

quality action teams to resolve service level agreement discrepancies,

returning to acceptable levels including responding within 30 seconds

down from 5 minutes, and compressing call-back time to 3 hours as

opposed to 24 hours.

. Cut overtime from 40% to below 10%, based on expert management skills to

tighten work schedules and expectations, making necessary personnel

changes and creating a structure for accountability.

. Identified training needs and developed curriculum for initial and

ongoing technician modules.

. Earned several awards, including Program Manager of the Year,

Operational Excellence, Help Desk Operations Great Achievements, and

Support Center of the Year from McDonald's Corporation.

ADDITIONAL EXPERIENCE

ROADWAY EXPRESS, Inc. ( 1977 - 1998

Shift Supervisor / Dispatcher / Operations Manager / Sr. Account Manager /

Terminal Manager

Responsible for managing and leading all aspects of freight terminal with

37 employees. Areas of responsibility included safety, administration,

operations, dispatch, sales, finance, maintenance, human resources,

training, labor relations and community involvement. Developed and

implemented business plans, budgets and quality action teams for continuous

improvement, growth and profitability. Initiated Quality Action Teams to

develop goals and action plans to facilitate customer satisfaction

improvements, production improvements, recognition/reward process and

process for customer complaint identification and resolution.

EDUCATION

University of Akron, Akron, Ohio - Education

Ohio State University, Columbus, Ohio- Economics

PROFESSIONAL DEVELOPMENT

Total Quality Management (TQM) / Value Improvement Alliance Seminar,

Organizational Dynamics

Power Sales, Edgeworth International / Solution Selling, Sales Performance

International

Time Management, Productivity Plus / Project Planning & Control, Boston U

Corporate Education

Target Direct Interviewer, TDI, Inc. / Listening Successfully, CBT Systems,

Ltd.

How to Manage and Improve Help Desk Operations, The Help Desk Institute

Building Trust with Employees & Customers, L. Miller / Supervision

Leadership Series, D. Engler

Effective Negotiating and the Power of Negotiating, Chester L. Karrass

Situational Leadership and Management of Organizational Behavior, Paul

Hersey

PROFESSIONAL ASSOCIATION

Help Desk Institute / Children's Therapy Center / Family Dynamic Services

Harvest Foods / President - Rocky Point Homeowners Association

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