Manager Project

PAUL A. LADEMAN

***** ***** ***** ? Sterling Heights, MI 48310

586-***-****(cell) ? 586-***-****(res) ? ablzdj@r.postjobfree.com

EXECUTIVE PROFILE

Growth oriented Customer Relationship Management Executive with extensive

experience in implementing programs, maximizing strategic partnerships,

managing operational deliverables and motivating team leadership.

Recognized leader with a unique combination of entrepreneurial, visionary,

analytical, and diplomatic skills which lead to success in dealing with

complex projects and issue resolution. Demonstrated ability to communicate

and build positive relationships with all levels of clients and management.

AREAS OF EXPERTISE

o Account Management

o Project and Program Management

o Business Process Out-sourcing

o Call Center Implementation and Management

o Sales and Sales support

o Direct and Email Marketing

o Marketing Web Portals

o Profit and Loss Management

o Customer Relationship Management

o Digital Asset Management

o Technology Implementation

PROFESSIONAL EXPERIENCE

BRANDLURE, LLC, Sterling Heights, MI 2009 -

Present

Privately-owned Promotional Products distributor

Co-Owner/Partner

Partner in developing promotional marketing company. Primarily

responsible for finance and marketing (website, marketing materials, and

email campaigns).

o Grew company from ground floor to over 50 clients with repeat business

in the first year.

BBDO DETROIT, Troy, MI 1997 - 2010

One of the largest full service advertising and marketing agencies serving

the automotive industry

Director, eSolutions 2005 - 2010

Responsible for a team dedicated to the production of marketing

deliverables with budgets in excess of $60 Million for the following

areas: program management, direct mail, email, retail web portals, call

center, event registration, incentives, fulfillment, data entry, and

gaming

o Directed team responsible for production of over 85 million direct

marketing ommunications annually, consistently meeting program quality

and timing.

o Supervised team responsible for management of 36 marketing programs

for consumers and dealers with over 5 million transactions processed

annually.

o Reduced the amount of clicks by 50% for dealers accessing assets and

customer galley lists through a new Retail Marketing Portal.

Facilitated the issuance of RFQ, vendor selection, negotiation of

contract, design and implementation of new site.

o Led agency involvement in Chrysler's Call Center Optimization Project

that combined multiple call centers and vendors to a single vendor in

two locations.

< Facilitated the process of re-badging BBDO call center employees in

Canada to client selected vendor in accordance with US and Canadian

laws.

< Directed team in the development of system level procedures, and

the turn-over of training and reference documentation to client

knowledge management system.

< Transitioned Canadian call center to India as part of client call

center consolidation/ business process outsourcing initiative.

< Generated and presented plan to senior level clients with

recommendations of over $2 Million in annual savings for call

center operations efficiencies.

Account Director, Customer Relationship Management 1999 - 2005

Responsible for client relationships associated with Interactive and

technology initiatives that enable integrated marketing solutions

including marketing data management, Web mail, text chat, lead

management, digital asset management, and retail marketing portals.

o Tripled the size of the account to over $5 Million in revenue in three

years

o Authored and owned two system level procedures as part of agency

ISO9001 certification.

Teleservices Technology Manager 1998 - 1999

Led $5 Million Siebel implementation for call center as part of agency

customer relationship management solution.

o Increased agent productivity by 80% by successfully implementing

Siebel for an outbound call center of 60 customer service

representatives.

Call Center Manager 1997 - 1998

Responsible for Call Center, Inbound Mail Processing, Data Entry and

Fulfillment operations with a total staff of approximately 250 employees.

o Successfully managed the implementation of a complete call center

telephony solution in an aggressive four month timeframe.

ELECTRONIC DATA SYSTEMS, Detroit, MI 1988 -

1997

A Leading IT/Professional Services company

Account Operations Manager, GM OnStar 1994 - 1997

Led project for Customer Solutions division contributing business case

and pricing as key member of sales team, resulting in $10 million sale.

Account Operations Manager, GM Card 1992 - 1994

Responsible for client relationship and call center operations with a

staff of 90 employees.

Project Manager, Cadillac 1991 - 1992

Managed 24 hour/7 day a week Roadside Service call center operations with

a staff of 35 employees, including expansion into Canada with bi-lingual

support.

Business Relations Analyst, Cadillac 1989 - 1991

Automotive Communications Representative, Cadillac 1988 - 1989

EDUCATION

BGS, Management and Anthropolgy Minor, Oakland University, Rochester, MI

PROFESSIONAL AFFILIATIONS

Direct Marketing Association of Detroit

Promotional Products Association International

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