Sales Customer Service

LOUANN HAUGHTON

**** **** ****** **, ******* WA *8105

Home: 206-***-**** Cell: 206-***-****

E-mail: **************@*******.***

Results-driven executive with expertise in strategic planning, organization-wide leadership, business analysis, performance management

and organizational optimization. Proven ability to successfully lead operations and drive strategic direction through the analysis of

critical business requirements, identifying deficiencies, development of best practices, benchmark achievement and timeline execution.

Experienced in business analysis, problem solving, and the development and execution of action plans to meet organizational goals.

Adept in overcoming complex business challenges and making high stakes decisions using experienced backed judgment and integrity.

Organizational Optimization Visionary Leadership Marketing & Advertising

Business Development Key Partnership Management Team Building & Training

Project & Program Management Change Management Business Needs Assessment

PROFESSIONAL EXPERIENCE

MP TECH LLC Redmond, WA 2009-2010

PROGRAM MANAGER (Microsoft Consulting Services)

Member of PMO Service Line Advisory Team; directly work with team members from the Support and Health service line in the Sales

and Marketing Division at Microsoft.

• Engaged team members through the end-to-end offering development framework and readiness training creation process.

• Directed communication and integration between project stakeholders and provide regular executive status briefings.

• Manage the orientation process for all new Support and Health Program Managers.

• Served as the PMO functional support point of contact for release, readiness and advisor program leadership; engage with

functional leads to recommend process improvement changes for programs.

• Executed additional support to cross-service line initiatives and special projects.

Key Achievements

o Developed and managed project plan for new world wide offering, conducting needs assessment and the development and

implementation of communication plan; assessed risks and recommended course correction to keep launch on time; drafted

the world wide guidance for capturing Technical Account Manager labor within appropriate tracking tools

o Compliance of all release milestones, governance and content issue resolution.

o Organized consistent and repeatable best practice approach to developing offerings and readiness allowing offering teams

to meet all release related milestones on time and within budget; 100% of offerings released on time.

o Successfully maximized the service line budget by providing consistent tracking and visibility to General Manager, Service

Line Directors and Sr. Program Managers.

o Drove Service Line Taxonomy initiative enabling management and the field to accurately track offering revenue,

scorecards and pipeline.

AMERICAN HEART ASSOCIATION Seattle, WA 1995-2009

The American Heart Association is the national leader in building healthier lives free of cardiovascular disease and stroke with a presence

in all 50 U.S. States including Puerto Rico and Guam. Funds raised are in excess of $850 million annually.

SENIOR VICE PRESIDENT, Development, Puget Sound Region, Pacific Mountain Affiliate (2006-2009)

Served on team of 10 Senior Vice Presidents with responsibility for affiliate leadership, decision-making, strategy and ensuring a

compliant fiscal standard.

• Executed financial management initiatives including budget implementation and direct responsibility for P & L’s within division

and affiliate.

• Participated in a strategic revenue team of development leaders responsible for assessing campaign gaps and creating strategies

to impact growth.

• Directly managed the daily operations of division including the Board of Directors and leadership volunteers responsible for

recruitment, orientation and stewardship of C- Suite volunteer leadership.

• Supervised and led the daily activities of 14 outside sales staff directly responsible for the raising of $3.3M in annual revenue

through three special events, major gifts and corporate giving.

• Developed written goals and objectives, led the implementation of the division’s strategic plan, and managed all aspects of the

hiring, performance management, and training for team members.

• Lead staff member for Puget Sound to provide leadership and strategic direction for cross-functional team, including quality

improvement, health strategies, cultural health initiatives, communications, cause marketing and fundraising to move the

mission of the organization forward within the market.

• Managed a $300K annual budget; tracked and reported progress to national leadership and affiliate board.

Key Achievements

o Directly led a 33% increase in annual revenue over previous fiscal year. (2008)

o Ranked 8th in the nation for new dollars raised in the top 52 metro markets. (2008)

o Received the “Pacific Mountain Affiliate Integration Award”. (2008)

o Awarded national “Comeback Coach of the Year Award”. (2007)

o Largest single site fund-raising Heart Walk event in the country. (2007)

o Reversed anticipated $1M deficit in Heart Walk income. (2006)

SENIOR VICE PRESIDENT, Development, Pacific Mountain Affiliate (2002-2006)

Served on team of eight Senior Vice Presidents with responsibility for providing affiliate leadership, strategy, decision-making and

ensuring a compliant fiscal standard.

• Revenue strategist for a 10 state region, with direct responsibility for P&L within affiliate, the cultivation of affiliate and

regional leadership, implementation of affiliate strategic plan and oversight of $26 million campaign budget.

• Led strategic revenue team utilizing campaign data to identify trends, propose solutions and facilitate discussion.

• Executed the forecasting and identification of income trends, financial and market analysis.

• Developed and managed Affiliate Incentive Plan for fundraising staff.

• Supervised five affiliate level Vice Presidents and 30 sales staff with direct responsibility for $7 million in campaign revenue, in

conjunction with providing internal consultation and training programs for sales staff reporting to four sales leadership peers.

• Developed and implemented training programs for event fundraising staff.

• Conducted monthly revenue strategy calls with Affiliate Executive Vice President and four Senior Vice Presidents to keep

revenue milestones on schedule.

• Directed both development and internal consultation responsibilities for affiliate providing each market with planning and gap

analyses to maximize revenues.

• Managed and monitored a $1.5M direct mail budget.

• Served on the national affiliate development group representing the 12 affiliates to identify and execute strategies to drive

revenue.

Key Achievements

o Drove a 26% increase in overall affiliate revenue. (2005)

o Oversaw the development of “Just in Time” training program for affiliate. (2006)

o Officially ranked third in the country for “Train to Stroke” campaign revenue. (2005)

o Appointed as Committee Chair to plan and execute National Mid Metro Market Training. (2006)

DIRECTOR, School site Fundraising, Northwest Affiliate (1998-2002)

• Led affiliate level decision-making, ensuring a compliant fiscal standard, budget implementation and direct responsibility for

P&L within affiliate.

• Supervised and oversaw a staff of 10 outside sales representatives and two customer service managers; provided consultation to

five regional directors.

• Executed the analysis, development and implementation of strategic business plans to meet overall objectives.

Key Achievements

o Successfully expanded customer ranking strategy for school accounts within a five state region to provide staff with

processes for prioritizing time in regards to account development and growth, with subsequent implementation of strategy

on a nationwide basis. (2002)

o Created and launched a specialist staffing structure for Northwest Affiliate. (2001)

o Reversed a one-year decline in revenue that resulted in a 12% increase in overall net campaign income for two consecutive

years. (1999)

EDUCATION

MASTER OF ARTS, ORGANIZATIONAL MANAGEMENT

University of Phoenix, Renton Campus Renton, WA

BACHELOR OF ARTS, ENGLISH Emphasis: Business

Washington State University Pullman, WA

CERTIFICATE, PROJECT MANAGEMENT (Currently enrolled)

Villanova University (online)

COMPUTER SKILLS

Knowledgeable in the use of various software applications including Microsoft Office (Word, Excel, PowerPoint, Outlook, Access and

Internet Explorer) MS Project, Enterprise One Financial Management, Siebel, SharePoint, and Product Studio

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