Customer Service Quality Assurance

FRANCIS JAMES SCHERMAN, JR.

***** *. ******* ****** **., CONIFER, CO 80433

PHONE: H 303-***-****, C 303-886-.3970; EMAIL: ***********@*****.***

BUSINESS MANAGEMENT EXECUTIVE:

Operations • Business Development • Customer Service • Sales • Organizational Development

Exceptional business leader with more than 24 years of experience elevating organizational productivity,

efficiency, teamwork and cost control for leading consumer products and financial services enterprises, with

special expertise in the areas of operations, business development, customer service, organizational

development, and sales. Proven ability to turnaround failing operations by analyzing them in detail and

conceiving optimization plans to affect significant reductions in financial and human resources. Capable of

leading large workforces across multiple locations and contributing to an overall strategic plan and vision to

help ensure business success.

Operations Business Development Customer Service Call Center Loss Prevention Sales

Process Improvements & Reengineering e-Commerce Operations Turnaround Plans Change Management

Cost Cutting Strategies Marketing Systems Implementation Strategic Planning Quality Assurance

Project Management Resource Planning Facility Management P&L Management Start-up Operations

Distribution Operations Team Leadership Contract Negotiations Staff Training, Development, Mentoring

PROFESSIONAL EXPERIENCE

THE PARENT COMPANY INC., Denver, Colorado 2000-December 2008

Publicly traded company providing eCommerce and eContent resources for families through websites like

eToys.com, BabyUniverse.com, PoshTots.com, MyTwinn.com, ePregnancy.com, and others. Annual sales total

more than $120M. Company previously known as eToys Direct Inc. and KB Online Holdings Inc.

Vice President of Business Operations, Partnerships and Customer Service

Lead a $28 million business line and all aspects of the company’s operations and support organizations,

including Customer Service, Call Center, Business Operations, Partner Management, Loss Prevention,

Facilities, and previously Marketing, Project Management and Quality Assurance and Testing. Developed and

managed the online toy sales for nationally branded web sites including Sears.com, Kmart.com, Amazon,

CircuitCity.com, Macy’s.com, Buy.com, QVC.com and HSN.com. Continually seek out opportunities to optimize

operations especially concerning Customer Service, Loss Prevention, Partner Management and Order

Processing. Ensure that the service center is meeting service level commitments while adhering to budget

guidelines and resource plans. Oversee the strategic planning and management of IT systems that support

customer service, partnerships and loss prevention operations.

Served as a member of the company’s executive and leadership teams. Contributed to the development of new

strategic business initiatives for the entire organization and in analysis of outside organizations for possible

acquisition and growth. Reported to the CEO and participated in meetings with the Board of Directors.

Specific Accomplishments:

Planned and executed extensive (400+) scaling for Customer Service and Service Support staffs in support

of business development and seasonal expansion.

Designed and launched a scalable, in-house Customer Relationship Management (CRM) solution, which

replaced costly third-party technology and centralized most aspects of customer interaction, including

contact tracking, email management, order entry, and loss prevention.

Successfully executed the operational integration of numerous strategic acquisitions and partnerships

including My Twinn, Baby Universe, eToys, and FAO Schwarz.

Doubled the number of strategic retail partners, adding Amazon.com, Circuitcity.com, Macys.com and

Drugstore.com among others.

Resume

Reduced Customer Service expenses, as a percentage of sales, from 8% to 1% through site

enhancements, process improvements, and contact rate reductions initiatives.

Successfully relocated the corporate office on two occasions with no unplanned interruption to business

operations.

Designed and successfully implemented an in-house Loss Prevention System resulting in loss rates at 10%

of the industry average

CITICORP, DINERS CLUB, Denver, Colorado 1988-2000

Worldwide premier credit card and financial services provider

Unit Manager, Senior Unit Manager, Vice President Operations

Successfully managed all aspects of the company’s Operations and Support organizations, which encompassed

24x7 Customer Service, International Customer Service and Accounting, Merchant Services, Corporate and

Consumer Collections, Internet Help Desk, Media Distribution, Quality Assurance, Process Improvements, and

Technology.

Designed and directed the award-winning Club Rewards Service Operation. Managed growth while

increasing customer satisfaction

Achieved record low credit losses through effective and efficient collection processes. Results were

$861,000 under budget and $1.29 million less than the prior year

Planned and implemented a new in-house 24-hour Emergency Service Center delivering a savings of

$200,000.

Streamlined and consolidated the new hire service-training program, which decreased learning time

by 30%.

Reorganized numerous service, credit, and administrative operations functions and increased productivity

by 75% in these organizations.

Successfully led an innovative program to hire, equip, and train people with disabilities, which brought the

company local and national recognition.

COMPUTER ASSOCIATES, Denver, Colorado 1987-1988

Leading Software Development Company.

Account Manager

Managed the marketing, installation, and maintenance of mainframe system software products for Corporate

and Government clients. Regional sales leader, March 1988.

US ARMY CORP OF ENGINEERS, Heidelberg, Germany 1983-1987

Captain, Terrain Analysis Detachment Commander

Successfully lead a team of 30 officers and enlisted soldiers analyzing terrain intelligence for the U.S. Armed

Forces and NATO Forces in Europe and Africa. Gained comprehensive experience in operational planning,

project management, technical production and distribution in an international environment. Awarded two Army

Commendation Medals.

EDUCATION

Bachelor of Science, Geology

Colorado State University

COMMUNITY

Cystic Fibrosis Foundation, past member of Board of Directors

Junior Achievement, Volunteer Coordinator, Instructor

Colorado Division of Wildlife, Volunteer

Resume

Contact this candidate