Customer Service Manager

LISA BURKHART

**** ******* **. ( Hermosa Beach, California 90254

714-***-**** ( ***************@*******.***

SENIOR LEVEL MARKETING PROFESSIONAL

Results oriented manager with experience in marketing and business process

development for high growth and mature organizations. Expert at business

case development and product management disciplines. Known for cross-

functional leadership in developing and improving marketing operational

processes for product development/launch, financial modeling and lifecycle

management practices. Skilled in execution, risk management and technology

evaluation. Areas of Expertise:

( Product Management ( Strategic and Tactical Planning

( Business Case Development

( Business Requirements ( Use Case Development

( Product Positioning ( Market Research ( Go To Market

Planning/Execution ( Competitive Analysis

( P&L Management ( Pricing Analysis & Strategy (

Process Mapping

PROFESSIONAL EXPERIENCE

REDWOOD SOFTWARE, INC ( June 2009 - October 2009

Marketing Consultant

Market planning consulting for process automation and job scheduling, and

web based report management software company.

MAGELLAN NAVIGATION, San Dimas, California ( March 2006 - November 2008

Senior Manager, Content & Services/PNDs September 2006 - November 2008

Marketing Consultant March 2006 - August 2006

Developed business case, defined requirements and launch strategy for a

$600M leading consumer brand of personal navigation devices (PNDs).

Developed strategic and tactical plans to commercialize connected services

for Magellan PNDs as sold through ecommerce, big box, consumer electronic,

and outdoor chains. Spearheaded numerous marketing and operational process

development and continuous improvement initiatives including internal and

external content creation, End-of-Life and product launch processes.

Operational Accomplishments:

. Led market research study to identify unmet user needs, improve end user

experience, and utilize web 2.0 concepts and web based applications.

. Led development of Product Launch procedure including cross functional

team deliverables, lead times, and readiness of operations, IT, product

management, marketing, sales, quality and customer service groups.

Liaised with IT and operations teams to meet requirements for real time

team launch planning and updates.

. Led cross functional team to create and implement end-to-end business

procedure for product end-of-life practice, including business

requirements, gap analysis, and process mapping, and implementation.

. Team lead on product and retail strategy for connected service products

utilizing cloud computing and web services. Developed revenue models

based on both subscription and ad-subsidization.

. Managed internal operational and external technology partnerships in the

development of connectivity for devices and the suite of supporting web

based services.

. Drove engineering, IT and financial evaluation of strategic web content

and service partners, as well as technology partners for social

networking platforms, advertising networks, broadcast delivery, wireless

connectivity.

. Led the planning around software upgrades including cross-functional

readiness from engineering, web operations, and customer service.

LENNOX INTERNATIONAL, Orange, California ( 2004-2005

$140M division of a global manufacturer of heating, venting, and air

conditioning products.

Senior Product Marketing Manager

Directed product management, marketing and branding activities for hearth

products SBU. Repositioned product roadmap, oversaw re-branding

implementation, messaging, sales programs, PR, and web design activities.

Liaised with engineers, industrial designers, sales staff, and agencies.

Managed 2 direct reports.

LISA BURKHART ( Page 2 ( ***************@*******.***

Operational Accomplishments:

. Formulated product strategy to achieve a $19M revenue gain over 3-year

period including resource cost estimates, capital expenditures, revenue,

and profit forecasts.

- Conducted financial and manufacturing analysis and developed

recommendation to reduce disparate manufacturing platforms from 30

down to 8. Recommendation was accepted resulting in consolidation of

manufacturing facilities over a 4 year period.

- Directed cross functional kaizen events to determine rationalization

risks, opportunities and to promote team buy-in from functional

owners.

. Developed and successfully implemented go-to-market strategies and

tactics, re-branding, web redesign, marketing collateral and

communication plans. Collaborated with IT and web teams to define back-

end requirements.

. Effected robust supplier quality compliance standards and financial

metrics for measuring, auditing and defining critical to quality

standards, as well as performance criteria to establish ROI acceptance

for outsourced products.

INVENSYS CLIMATE CONTROLS, Long Beach, California ( 2000-2004

$650M division of $4B parent, Invensys, developing and manufacturing

components for HVAC, water heating, and food equipment industries.

Market Director

Managed $143M SBU, including P&L, pricing and product planning for

Robertshaw brand of climate controls with OEM and wholesale partners in

white goods, HVAC, and food equipment markets. Responsible for the overall

customer relationship and experience from product introduction during the

sales-cycle and new application up-sell. Key liaison between customer,

engineering and quality teams to define requirements for new applications

and resolve customer quality issues. Developed and executed new strategies

to grow top and bottom line revenues across markets. Developed customer,

product and market profitability and performance metrics.

Operational Accomplishments:

. Achieved $2.8M operating margin improvement through product

profitability analysis and product rationalization efforts. Led effort

with operations and finance teams to determine actual overhead

allocation by product line.

. Realized a $1.5M (1%) pricing improvement in division's aftermarket

business unit. Client lead for McKinsey Consulting pricing project with

IT, finance and operation teams.

. Renegotiated key $74M contract business. Maintained 12% profitability,

in spite of yearly price downs, by driving price improvements on low

volume, high mix SKUs.

. Participated in continuous improvement reviews with customer quality and

engineering teams to increase levels of time to respond, time to resolve

and escalation process buy-in.

ACCURIDE INTERNATIONAL, Los Angeles, California ( 1996-2000

$66M manufacturer of ball-bearing drawer slides for furniture, case goods,

industrial & electronic markets.

Marketing Manager

Defined new products and enhancements as articulated across the value chain

(end user, distributor, and manufacturer (OEM) customers), drafted business

case proposal, prepared marketing requirements, and managed full product

development lifecycle to launch. Pre-sold product concepts to OEM accounts.

Operational Accomplishments:

. Innovated 2 strategic line extensions that increased $2M incremental

revenues in Year 1 with and revitalized $40M flagship line of drawer

slides with self-closing version carrying 25% price premium with minimal

cost, and a lighter duty solution to support underserved market.

EDUCATION

Bachelor of Science in Marketing

California State University, San Francisco, California

PROFESSIONAL MEMBERSHIPS

Pragmatic Marketing Certification

Product Development Management Association (PDMA)

United States Figure Skating (USFS), southern California Club Member

References available upon request

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