Customer Service Management

Robert Alcorn

Email: *********@********.***

Address: **** ************ **

City: Indianapolis

State: IN

Zip: 46256

Country: USA

Phone: 317-***-****

Skill Level: Senior

Salary Range: $200,000

Primary Skills/Experience:

See Resume

Educational Background:

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Job History / Details:

Robert J. Alcorn

*********@********.*** - Home: 317-***-**** - Work: 317-***-****

9675 Killingworth Court - Indianapolis, IN 46256

EXECUTIVE MANAGEMENT

Executive management professional with extensive experience implementing game-changing initiatives that expand company footprint, increase efficiency and grow bottom line. Visionary thinker who views business holistically, identifies opportunities and leverages human capital to enhance competitive advantage. History of uncovering and capitalizing on opportunities to reduce costs and drive revenue growth and market expansion across all areas of an organization. Strategic and action-oriented leader who thrives on steep challenges and incites a culture of teamwork, common mission and consistent top performance.

Areas of Expertise

Strategic Planning Change Management Global & Executive Communication Operations Management P&L

E-Systems ERP Systems CRM Systems Facilities Management Contract Negotiations

Professional Experience

N FRAME 2001 to Present

Leading provider of enterprise-level, infrastructure-as-a-service solutions.

Chief Operating Officer

Delivered explosive growth through expansion, acquisition and cost reduction. Envision and execute companywide product and service vision while closely monitoring revenue and earnings. Hold full accountability for all operational groups, including Sales, Accounting, Operations, Technical Resources, Facilities, Product Development, Marketing, Vendor Management and Human Resources. Decisively lead 5 direct reports.

Shaped the strategic vision to drastically alter the direction of the company from an internet service provider to a full-service enterprise network infrastructure, network security, business continuity and recovery partner.

Executed marketing and sales strategy that grew recurring revenue 560%. Shifted contract emphasis from annual to multi-year, recurring revenue relationships.

Directed the development of the company`s strategic plan and alignment of management responsibilities. Led department wide fiscal review, saving $4M in service contracts and increasing monthly profitability of 450%.

Acquired and integrated a network systems integrator business to align the company`s strategic objectives. Subsequently increased traffic by 60% and established a Chief Technology Officer role.

Facilitated the development of all financial systems, including billing, workflow and customer contact systems. Created follow-through systems utilized to monitor the firm`s corporate and operational objectives.

OXFORD FINANCIAL GROUP 1999 to 2001

Provides independent wealth management advice through personalized service, expert financial counseling and financial advisement.

Interim Chief Operating Officer / VP & Chief Information Officer

Provided decisive leadership to Client Relations, Client Reporting, Human Resources and Information Technology. Acted as Chairperson of the Management Committee, Operations Committee and Strategic Planning Committee.

Drove the delivery of an automated client quarterly reporting process, standardized set of client deliverables and standardized billing system; resulted in 40% reduction in headcount.

Reduced costs and increased revenues to flow to net income, yielding a 35% profit increase from 1999 to 2000.

ANACOMP, INC. 1980 to 1999

American company that specializes in computer services and document management.

Vice President, Information Technology Services (1993 to 1999)

Assumed responsibility for the daily operations, systems development and financial activity for 5 data processing centers in the US and Europe. Key member of the strategic planning committee and senior executive committee. Captained a staff of 75 and an annual budget of $14.5M.

Spearheaded the development of the company`s first e-commerce site, eliminated hundreds of customer service calls each month and reduced headcount requirements by 128 clerical staff across US operating units.

Instrumental in the negotiation of multi-year vendor agreements; realized 5-year savings of $2.6M.

Directed consolidation efforts of 2 major manufacturing plants, allowing the company to reduce production costs by $20M over 3 years.

Built multi-currency financial, order processing, manufacturing and distribution system that provided 24-hour support for operations, program development and customer service to 12 European, Asian and South American operations as well as 68 US locations.

Initiated the transition from proprietary computer environment to open standards-based operating platform (UNIX), enabling the migration of legacy software to Internet-based solutions; reduced initial cost from $10.5M to $1.5M.

Led integration teams for 18 of the company`s 70 acquisitions, ranging from $2M to $110M. Additionally participated in the planning and execution of all 70 acquisitions, contributing ~$500M in annual revenue.

Interim Vice President, Multi-Products Division (1992 to 1993)

Managed product distribution for a $150M micrographics equipment and supply business. Supervised 70-person staff in 4 domestic and international locations.

Cut current inventory by 58% from $11.7M to $6.8M while achieving 99% on-time shipments and increasing inventory turns from 8 to 18.

Assistant Vice President, Applications Development and Computer Operations, Anacomp, Inc. (1984 to 1987)

Manager MIS, Micrographics Services Division, Anacomp Micrographics, Inc.

(1980 to 1984)

Assistant Controller Computer, Micrographics, Inc. (1978 to 1980)

Education

BS, Accounting - California State University - Dominguez Hills, CA

AA, Business - El Camino College - Torrance, CA

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