Manager Sales

Heather S. Tooker

***** *. **** ***. **************@***.*** Home: 303-***-****

Arvada, CO 80005 Cell: 303-***-****

SUMMARY

Results-driven senior executive with broad General Manager experience in leading Fortune-ranked as well as start-ups.

Recognized for marketing, growing businesses, e-commerce, operations, sales, turnarounds, customer focus and problem

solving.

EXPERIENCE

Xcel Energy, Inc., Denver, CO 2006-2009

Vice President, Asset Management and Supply Chain

Developed risk management strategies, policies, plans and processes for Fortune 250 company. Built Supply Chain from

the ground up including instituting, category management, MRP, SRM, demand and contract management. Sourced $2.1

billion in products and services. Led 800 employees and managed $5.3 billion in electric assets, $1.4 billion in gas assets,

$7M in fleet assets, $83 million in inventory and $600 million in distribution capital budget.

• Improved reliability to reach top quartile levels through technology and process improvements.

• Reduced C02 footprint 2,447 tons by installing soy transformers.

• Reduced expenses 7% and improved productivity 20% through business reengineering.

• Implemented Plan-To-Pay processes, reducing inventory $10 million and increasing inventory turn from 3.2 to

5.7. Improved working capital by $41 million. Improved investment recovery from $5.2 million to $9.2 million.

• Led supplier diversity, increasing diverse spend 62%, exceeding industry average.

• Managed $29 million in corporate card spend representing 247 thousand transactions.

• Managed 796 thousand warehouse transactions and 139 thousand purchasing transactions.

• Championed safety for 5,400 employees, reducing accidents 10% saving company $500 thousand through cultural

change initiative. Implemented behaviorism program, instituting 15 thousand in observations.

Vice President, Marketing and Sales 2001-2006

Led marketing organization responsible for all customer markets, serving over 5 million customers in 11 states. Corporate

responsibility includes market research, e-commerce, load research, load management, DSM, complaint management,

brand management and account management.

• Repositioned brand with multi-media campaign and website re-launch. Reduced marketing expenses 10%

through 75% increased in website traffic and e-commerce transactions.

• Significantly improved (over 25 point increase) customer perceptions following negative media coverage through

development of comprehensive PR initiative

• Achieved top decile JD Power and TQS customer satisfaction benchmarks through comprehensive customer

experience and brand strategy.

• Reduced customer complaints 37% through implementation of customer experience strategy, resulting in $1

million in fine avoidance.

• Named #1 green energy provider from DOE/ National Renewable Energy Laboratory, out of 500 US electric

utilities.

• Launched 50 new products and programs, resulting in $3 million in EBIDTA, $4 million in cost savings and

energy efficiency equivalent to avoidance of building one power plant.

• Turned around HomeSmart a $30 million subsidiary providing consumer/small business HVAC sales and service.

o Increased subscriptions 50% in 2 years through comprehensive marketing program.

o Achieved record revenues; improved employee engagement 20%, reduced accidents 50%.

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Heather S. Tooker

Director, Human Resources 2000-2001

Led all aspects of HR strategy and management for retail business unit of 2,500 employees and contractors.

• Key leader in union negotiation of call center shut down and then re-staffed remaining call centers to achieve

greater efficiency (30%) and customer satisfaction (95%).

• Increased manufacturing revenue from $2.5 million to $6.2 million.

• Reengineered organizational structure for from executive to first line supervisor, resulting in savings of $4

million.

• Successfully implemented diversity training for entire organization therefore reducing employee complaints 15%.

Meadowlark Optics, Inc., Frederick, CO 1996-2000

General Manager and Vice-President, Marketing and Sales

Turned around polarization optics company; EBITDA increased 28%, by increasing Manufacturing revenue 46%, and

expanding OEM customer base 35%.

• Led company to achieve highest annual revenue on record.

• Won three national new product technology awards in polarization optics.

• Renewed and repositioned brand to grow telecommunications market segment 100%.

• Achieved customer satisfaction results above 95%.

U S WEST, Inc., Denver, CO 1995-1996

General Manager and Executive Director, Internet

Analyzed and determined potential Internet and e-commerce business opportunities. Led development of interactive

services business plans for multiple technology platforms.

• Directed extensive consumer market research and segmentation for local on-line services market.

• Determined local on-line product, market entry strategy, target markets, and implementation plans.

Executive Director, Quality and Governance 1994-1995

Directed and controlled the corporate governance process, covering $1.5 billion in merger and acquisition decisions

annually. Primary client was Chief Executive Officer.

• Developed and deployed CEO’s communications program for employee population of 62 thousand resulting in

85% satisfaction.

• Achieved a 33% improvement in Senior Officer Team effectiveness.

• Achieved 94% client satisfaction rating for CEO’s Annual Strategic and Quality Conference.

Director, Staffing 1992-1994

Led 200 HR professionals responsible for staffing operations, both internal movement and external recruiting; established

corporate staffing policies and measurements based on extensive benchmarking and customer research.

• Reengineered staffing to save $10 million annually by reducing staff 10% and reengineering process

improvements and new data architecture.

• Reduced occupational and management staffing cycle times by 60% and 26%.

Director, Marketing and Sales 1990-1992

Led a team of 25 marketing and sales professionals in Community Link, a joint venture with France Telecom entering the

online services market. Led complete product development and go to market process.

• Achieved highest household market penetration in category with market entry strategy.

• Developed emulation software on time and 60% under budget.

• Improved direct margin by over $2 million.

• Directed and implemented Marketing Information system.

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Heather S. Tooker

Project Manager, Advanced Technologies, Research and Development 1989-1990

Led technical project management team in the software development and implementation of Gateway Directory of

Services and Electronic White Pages.

Variety of progressively more responsible managerial positions in US WEST 1984-1989

Manager, Operations, Market Intelligence, Market Manager, Shared Services, Engineering Design Specialist, Sales

Engineer, Account Manager

AT&T, Minneapolis, MN 1977-1984

Held a variety of production, warehousing, materials management, sales and human resources positions.

EDUCATION

Executive MBA, University of Colorado, Denver, CO

Bachelor Arts, Business Administration, University of Saint Catherine, St Paul, MN

AWARDS AND ASSOCIATIONS

• • •

Board of Directors VOA Minority Enterprise and National Association of

Board of Trustees Educational Development Women Business Owners-

• organization Award Minnesota Chapter, 2004

Denver Botanic Gardens

• “Corporate Achiever”

Board of Trustees, Executive 2004 Platts Global Energy

•

Marketing Campaign of the

Committee Denver Business Magazine,

Year

• Company of the Year for

Board of Directors, Kempe

• AMA Bronze Award for Innovative Products, Xcel

Children’s Foundation

Energy Makeover campaign Energy

• Board of Directors Marketing

• Silver Key BMA Award for • 1% Top US WEST Sales

Executive Council (MEC),

direct marketing campaign Employees Award and

Executive committee

• JD Powers & Associates President’s Club

• Board of Directors

number one in Midwest Region

Meadowlark Optics Officer

customer service index

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