Customer Service Sales

WILLIAM J. CROTTY

**** ****** **** *****, **********, IL 60563

CELL: 630- 815-1838 ~ *****@***.***

VICE PRESIDENT / DIRECTOR

Senior Management Executive successful at building high performance teams and leading

sophisticated manufacturing and service organizations with P& L responsibility up to $30 million. A

strategic visionary with a clear sense of purpose and urgency when faced with diverse situational

challenges during periods of both declining sales and rapid growth. Skilled at establishing operational

excellence within culturally diverse environments, translating goals and objectives into market share,

gross revenue and EBITDA. Key qualifications include:

Cost Reduction / Containment & Profit Optimization Reorganization and Turnaround Management

Forecasting and Budgeting Acquisitions, Divestitures & Mergers

P&L / Fiscal Responsibilities Development of new products and services

Re-engineering Operations & Process Improvement

Corporate Vision & Strategic / Operational Planning

Expertise in integration and Change Management Marketing and Business Development

Team Building and Staff Leadership Lean Manufacturing and Six Sigma

Master of Science in Management and Organizational Behavior, Benedictine University; Lisle, IL

Master of Business Administration, Benedictine University; Lisle, IL

Bachelor of Science Computer Science, DeVry Institute of Technology; Lombard, IL

PROFESSIONAL EXPERIENCE

QUEBECOR WORLD; Bolingbrook, IL (Logistics / Mail List Technologies) 2000 – 2008

VICE PRESIDENT OF OPERATIONS / GENERAL MANAGER 2001 – 2008

Brought onboard by the Senior Management Team to integrate five different data processing platforms

and customer service groups to create one highly functioning customer service group. Business

objectives included creating a more profitable and cohesive organization. Accountability included the

strategic direction of this group over the last eight years, a revenue budget of $25 million and an annual

profit target between 50 - 60%, while controlling an operating budget of $12 million. As a group, we have

met our profitability targets every year.

Halted a 5-year decline in sales and grew annual revenue from $12 million to $25 million while

increasing EBITDA to 60% in 6 years.

Transformed $200k loss to $1.5 million in profit in 1 year while delivering on customer expectations in

the area of quality and turnaround.

Spearheaded cost-reduction initiatives reducing labor costs by 50%, overtime by 74%, and shipping

costs by 80%. Saved the organization over $5.3 million in costs from 2000-2008. Trained as a Six

Sigma Green Belt with a willingness to become Black Belt certified.

Improved quality control reducing spoilage from $1.5 million in year one to $175,000 in year six.

Launched, managed and implemented over twenty-five large product development initiatives. One

initiative netted $1 million in new sales the first year.

Initiated a strategy that eliminated multiple outsourcing vendors, while renegotiating a new contract

with a single vendor adding new services and increasing bottom-line by $100,000.

Worked closely with the sales organization and played a pivotal role in capturing over 50 new

customers that generated over $2 million in additional annual revenue.

Involved in two acquisitions in the area of database and address hygiene services.

Oversaw all marketing efforts including all RFIs, RFPs, RFQs, strategic planning and new product

development efforts.

Negotiated all contracts and agreements with our outsourcing and strategic business partners.

Produced company’s first security and internal auditing plan for customer data in our operations data

center.

Increased annual sales and overall profitability year after year through new products, new market

expansion and new cost cutting initiatives.

WILLIAM J. CROTTY, MBA, MSMOB PAGE 2

DIRECTOR OF CONTINUOUS IMPROVEMENT 2000 – 2001

Successfully integrated five different data processing platforms and customer service groups to create

one high performance team.

Decreased software and hardware cost by 50% in year one while increasing quality to 90% and

turnaround time to 95%.

Managed a group of 65 professionals, growing annual sales revenue to $15 million and profitability to

25% in two years. Profitability is now over 60% and top line is $25 million.

Administered multi-level cultural change including use of diagnostic, process, individual and structural

interventions. Created teams working together to meet organizational objectives.

METROMAIL CORPORATION / EXPERIAN; Schaumburg, IL 1986 – 2000

The Experian Marketing Services Group was responsible for data processing and marketing

services for approximately 800 customers in the United States. Contribution to total Experian

sales was about $75 million in 1999.

SENIOR CLIENT SERVICES MANAGER 1997 – 2000

Managed activities of 80 individuals for a major marketing player providing data services to Direct

Marketing customers. Annual revenue represented approximately $75 million in company revenue.

Actively served as a senior member of the integration team and steering committee.

Performed multiple interventions while integrating production teams and creating organizational

change.

PRODUCT MANAGER ADDRESS / LIST ENHANCEMENT SERVICES 1994 – 1997

Exceeded 15% growth of address enhancement services area during year one.

Address enhancement services representing $50 million in annual revenue.

Prepared and delivered over 200 marketing documents including business plans, RFIs, RFPs,

RFQs, white papers, marketing plans and client proposals.

Partnered and involved with sales in closing over 300 new sales opportunities, which equated to

just over $15 million in new sales.

PREVIOUS EMPLOYMENT

Production Manager – 1992 - 1994

Internal O.D. Consultant (Utilized Socio-Technical Systems) – 1991 - 1992

Programmer, Project Leader, Technical Analyst – 1986 - 1991

PROFESSIONAL DEVELOPMENT/CERTIFICATIONS

Executive Leadership Program (CCHPL), Lake Forest Graduate School of Management; Lake Forest, IL

Leadership Excellence and Development (LEAD), Lake Forest Graduate School of Management;

Lake Forest, IL

PMP Certification

Lean Six Sigma Green Belt Certification, Chicago Deming Association, Naperville Chapter

CPR / AED / FIRST AID Certifications

Volunteer – American Cancer Society, United Way

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