Customer Service Manager

RICHARD FLYNN

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

YORK, PA *****

717-***-**** (ph), 717-***-**** (c)

email:

abnnyp@r.postjobfree.com

PROFESSIONAL PROFILE

With a 25 year career encompassing a diverse range of industries and functions, including mass

litigation, an entrepreneur, turnaround management, and consulting, the ability to quickly adapt and

succeed in all situations presented have been a constant.

Developing world-class organizations based on the premise of superior customer relations, process

improvement and delivery (fulfillment) drives my success as an entrepreneur, consultant and turnaround

manager, which includes the following:

20 years Management (15 years Senior Management)

15+ years Marketing/Sales Management.

Passionate, hands-on leader who strongly believes in communication, training, and mentorship.

President/Founder of a start-up international ecommerce organization from conceptualization,

structure, planning, and execution. Hands-on development of the Business Plan, Marketing Plan, platforms,

CMS, analytics (including SQL, Omniture and .Net), integration, CRM, and fulfillment tools and the processes

and standards of them. This organization received several awards for our superior customer service and

user interface, including rated in the “Top 20 on the Web” by the Wall Street Journal).

Managed turnaround of an eCommerce/online Direct Marketing division, with $2.1MM revenue

in 2005, and within six months, increased actual revenue to $8.42MM completed or booked in 2006, with an

estimated pipeline of $5.8MM in additional revenue ($14.2MM). EBIDTA increased from 14.5% (January) to

19% through June. Personally responsible for 24 client websites.

An expert in the fields of innovative and successful internet marketing and the retention and cost

benefits of customer care including Selling Online - How to Become a Successful eCommerce Merchant

by Jim Carroll and Rick Broadhead, published by Dearborn Trade Publishing.

Tough but fair lead negotiator that quickly climbed the ranks of mass litigation with authority

levels in individual class settlements exceeding $60MM and involvement in successful negotiated settlement

of $2B trust fund.

Heavy involvement in statistical modeling, working with well-known academics in launching a

ground-breaking medical audit program mirrored by subsequent mass litigation trusts.

Consultant with organizations in a variety of industries (start-ups through ~$2 billion) on

analysis, strategy and planning of how to increase revenue and lower costs through process and

communication improvement and perception analysis. A majority of projects in the online/ecommerce

industry, maintaining cutting edge knowledge of technology and trends.

Hands-on planner that successfully integrated international retail/wholesale distribution, sales

and marketing channels throughout Asia and Europe.

EXPERIENCE

RF CONSULTING, York, PA August 2006 –

PRESENT

President/CEO

Projects include organizations ranging from eCommerce start-ups, high-tech, investment banking firms

and established companies looking to either launch or upgrade their operations. Industry-specific

consults have been completed for financial publishing, investment banking, mutual funds and hedge

funds.

Projects range from industry/market analysis, instituting marketing intelligence based on quantitative

and qualitative results, maximizing database potential, customer acquisition, and retention through

overall strategic marketing initiatives, including plans and process improvement.

Member of the Gerson Lehman Group consulting counsel, a global network of executives, physicians,

scientists, engineers, attorneys, and other professionals who deliver expertise and decision-making

assistance to business, government and investment leaders from around the world.

• Member of The Society of Industry Leaders, an international organization from Standard & Poor’s

Vista Research that is dedicated to bringing together distinguished leaders within various industries

with clients, traditionally hedge fund and mutual fund analysts.

• Member of the Crimson Consulting Group, who provides marketing strategy and implementation

consulting services to some of the most successful companies in the world. Clients include Adobe,

BEA, Cisco, HP, IBM, Intel, Microsoft, Oracle, SAP, Seagate and Symantec.

USA DIRECT, INC./VERTIS COMMUNICATIONS, York, PA October, 2005 – August, 2006

Director

Reporting directly to the CEO, responsibility included all marketing developments for USA Direct, Inc.

and its two divisions (USA MailNow and Now Technology Group). Conceptualized and developed

overall marketing plan, strategy, coordination, execution and ROI analysis.

Planned and executed turnaround strategy of USA MailNow. Involved in due diligence as member of Senior

Management Team which was an integral part of the eventual sale.

Accomplishments:

• Decreased staff overhead by 28%

• Increased the client satisfaction experience (1 [lowest] – 10 [highest]) from 5.0 to 8.9 in four months.

• Increased on-time mailings/shipments from 6% (December 2005) to 84% (June 2006).

RED TRUMPET, LTD., York, PA July 1999- October

2005

RED TRUMPET, LTD JAPAN, Yokohama JAPAN

President/Founder

Red Trumpet is an international supplier of high-quality music and video hardware and software. An

internet/direct mail retailer, the model is based on a technically superior and user-friendly website and

exceptional customer service that would provide an exemplary shopping experience.

Recognized as one of the “Top 20 Websites” on the internet by the Wall Street Journal. Red Trumpet

became an industry leader of consumer and business distribution both domestically and internationally.

At a strategically planned level, it sold at maximum value.

Accomplishments:

• Conceptualized and created an innovative business model in the internet/direct mail music

industry.

• Research analysis of competition, viability of plan and execution of it.

• Developed operations, workflow, marketing, cash flow, personnel and intranet/website plans.

• Handled all aspects of management, including customer service, marketing, sales,

purchasing, P/L, budget and employee hiring and training.

• Created reporting mechanisms and benchmarks

• Negotiated, reviewed and executed all contracts with suppliers and business clients

• Expanded line in 2000 to include audio/video hardware and “complete systems,” which

doubled sales in one year.

• Became third largest entity overall in its field of competition and first in the niche market of

recordings produced in Japan and Europe

• Worked with Trade Organizations from both the US and Japan in opening Red Trumpet Japan

in Yokohama, Japan.

• Opened office in Japan to upgrade logistical operations and decrease costs.

• Honored by independent critics such as The Wall Street Journal and Bizrate.com with special

recognition for superior customer service.

• Maintained customer purchase retention rate of 70-80%

• Online Marketing (Noted as “innovative” by the Wall Street Journal)

• Developed and executed partnerships and affiliates.

• Lead team in the due diligence and sale of the organization

• Provided expertise for the book Selling Online - How to Become a Successful eCommerce

Merchant by Jim Carroll and Rick Broadhead, published by Dearborn Trade Publishing.

MANVILLE PERSONAL INJURY SETTLEMENT TRUST, Fairfax, VA June 1988- July

1999

The Trust was established as a negotiation based settlement organization pursuant to Plan provisions

that made it clear that claimants did not need to litigate or threaten to litigate in order to negotiate a fair

settlement.

Director, Medical Audit (1995-

1999)

Responsibilities included the conceptualization and development of the program on a policy/procedural

and automated basis. Interviewed and retained neutral academics and physicians to evaluate the

results of these randomly selected claims. Managed the execution and logistics of the program including

database analysis.

The success of this program is most evident in the development of similar programs in the asbestos and

tobacco litigation entities.

Manager, Negotiation Team, Eastern Region (1988 –

1995)

Responsibilities included the hiring of our staff and involvement in employing our team of Legal Counsel

and Physicians. General authority levels in the $60 million range. Intensive training of the medical,

legal, and negotiation aspects of the litigation.

USAA, Washington DC 1984-1988

EDUCATION

Slippery Rock University, BA – Communications (1983)

Ohio Institute of Technology, Columbus, OH. - Electronic Engineering

Internet Marketing, Sales, SEO/SEM, Vice President, COO, CEO, operations, Search Engine Optimization, Marketing Manager, Marketing Director, Hardware, Enterprise Software, Technology, Consulting, Onlin e Marketing, web analytics, database marketin g, online advertising, integrated marketing, site optimization, optimization, testing, measurement, channel, in teractive, reporting, design of experiments, dashboard, tagging, ad serving, ad server, research, media, rich media, onlin e, advertising, agency, campaign measurement, Nettrack, DoubleClick, Atlas, Dynamic Logic, InsightExpress, Factor TG, WebSideStory, HitBox, HBX, CoreMetrics, Omniture SiteCatalyst, Urchin, Visual Sciences, IBM SurfAid, DART, Poin dexter, BlueStreak, Ion, Mediaplex, MOJO, Pointroll, Unicast, Eyeblaster, Comscore, HitWise, Access, SAS, SPSS, SQL, Strata, BuzzMetrics, foresee manager, supervisor, human resources, accounting CAD, Oracle, Excel Degrees or certifications: MBA, LPN, CPA Skill-based descriptors: managed, supervised, team pla yer, independent worker General business terms: budget, sales quota, information services IBM, Citibank, GMC

NASDAQ, MIT, ASCII P rogram Manager, Project Manager, Product Manager, program management, project management, product management, product, user interface, UI, software, Java, C++, internet, web, architect, technical team lead P roduct Strategy Director on demand print p roduct development Business Strategy, Pricing Strategy, Sales Effectiveness, District Management, Category Strategy/Management, Assortment Selectio n/Rationalization, Promotional Strategy, Planning, Executio n and Evaluatio n, Advertising (Broadcast, Print and Direct Media), Business Performance Improvement Programs, Business Process Leadership, Operational Analysis, Technology Support,Exceptional Communication and Interpersonal Skills, Organizational Development, Change Management, Retail, Consumer Goods, Durables, CEO, VP, Director, award-winning, expert, consultant, sales, revenue, Print,business development,communicatio ns,affiliate,partner, rfp,rfq,channel,cpg,nonprofit,merchandising,viral,advertising,database,public rela tions,music,branding,adobe creative suite,catalog,change management,cold calling,copywriting,customer

a cquisition,demographic segmentation,direct mail,print on demand,direct marketin g,direct,response,email marketing,entrepreneur,international/global,negotiation,marketing plans,customer service,web 2.0, web marketing, online marketing, internet marketing, marketing manager, consumer ele ctronics, consumer goods, e-commerce, blo ggin g, interactive, community forum, connected content, location based services, cellular technolo gy, connectivity, wireless, program manager, proje ct manager, web technologies, web programs, GPS, glo bal positioning system, brand image, revenue performance, cost management, MBA, PHd, Masters

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