Business Operations

BOB ROSENTHAL

http://www.linkedin.com/in/bobrosenthal

**** ****** ***** ****: 847-***-****

Palatine, IL 60067 Cell: 713-***-****

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

SUMMARY

Proven leader with expertise in sales operational strategy and execution across multiple industries. Capable P&L manager with hands-on experience leading all operational functions. Expert in process and sales management, strategy and execution. Capable change manager, leading to periods of sustained business growth.

OPERATIONS LEADERSHIP

Visionary and innovative leader skilled in managing $50M+ departmental budgets, multiple locations and up to 3,500 remote employees.

Experienced in design and delivery of long-term, mid-term and near-term sales strategies, operations planning and execution.

Data driven and highly analytical.

Expert in process engineering to ensure scalability during periods of hyper-growth.

Effective change leader within organizations to ensure effectiveness and creation of customer centric cultures.

Veteran in use of Scorecards, Analytics, Customer Satisfaction and Net Promoter Score feedback to improve product and service offerings to improve customer retention.

Experienced leader of sales and service delivery and back-office functions. Lean Six-Sigma experienced, leading to increased revenue and reduce operating costs. Experienced in delivery of large scale IT projects from selection to delivery.

Outstanding communicator and team builder with the ability to build the relationships needed to drive change.

Expert in cultural changes resulting in better performance and higher employee engagement.

PROFESSIONAL EXPERIENCE

GEMBROOK, LLC, DBA ClubExpress 2016 to present

Vice President of Sales and Marketing, Schaumburg, IL

Gembrook Systems, LLC, a software development firm based in Schaumburg, Illinois, a suburb of Chicago. Our mission is to take the drudgery out of running and growing a club or association. We supply a platform for improving front and back office operations for clubs and associations.

Recruited by President and CEO to open new markets and strategic verticals leveraging existing product lines.

Increased new sales revenue over 35% in first two years. Increased retention by over 10%.

Provided ongoing operational process analysis and redesign, and identified and resolved operational issues and constraints.

Selected and implemented new CRM and SFA systems improving collaboration and reducing conflict.

CCC INFORMATION SERVICES INC 2007 to 2015

CCC is a $700M business that provides the technology, data and insight needed to help its customers make informed, accurate auto collision claims and repair management decisions. Acted as senior member of leadership team responsible for developing and implementing revenue growth strategies. Accountable for overall customer experience with direct responsibility for customer facing Inside Sales, Customer Service, Billing and Collections operations, call centers, CRM transition efforts, process redesign and reengineering, root cause analysis of defects and improvement plans and strategies.

Director, Inside Sales and Customer Care, Itasca, Illinois 2010 to 2015

Increased average new revenue per Inside Sales Representative from $250K per year to $430K per year.

Accountable for marketing campaign execution using direct mail, email and web marketing including Google Ad Words.

Developed strategy and implemented new proactive collection efforts with financial results including a 75% reduction in overdue receivables, a 60% reduction in DSO and 60% reduced write-offs due to collections.

As General Manager of a product line, developed new requirements and worked with programming team to improve product line based on customer feedback. Increased lifecycle of product by five years.

Part of the leadership team that developed the business case, use cases and implementation plan to replace Oracle CRM with Salesforce.com.

Director of Market Operations, Chicago, Illinois 2007 to 2010

Oversaw business operations for $200M division of CCC.

Led the redesign of lead to quote, contracting and order to cash processes. Developed and executed plans to replace older CRM system with Oracle ERP and CRM full stack. Lead training for new CRM systems to 100% adoption.

Reengineered order-processing department, resulting in 600% productivity improvement and elimination of 50% of errors.

Developed new retention processes, which reduced customer attrition to under 5% annually. Oversaw net promoter score execution to increase score from a baseline of 10% to over 45%.

Fully responsible for Division reporting, including development of Board of Directors presentations.

UNITED HEALTHGROUP, INC. 2002 to 2006

Vice President, Business Operations, Houston, Texas 2004 to 2006

Led US Business Operations at United Behavioral Health. Transformed business into one more focused on the customer and resulted in increased customer satisfaction.

Recruited by President of division to lead team of approximately 1,500 through nine direct reports in multiple locations.

Responsible for entry of contracts into claims payment systems, auto-adjudication of claims, manual claims payment, claims customer service call centers and Six Sigma programs at United Behavioral Health.

Improved auto-adjudication from 14% to 45% over two years. Allowed for reduction in claims headcount and more accurate claims payment.

Standardized service levels in call centers to 80% of calls answered in 20 seconds or less for participants and 60% of calls in under two minutes for providers.

Improved collaboration across the business through regular operational reviews to ensure successful, permanent cultural changes.

Director of Operations, Schaumburg, Illinois 2002 to 2004

Oversaw the medical claims service center improvement and consolidation initiatives for Uniprise, the shared services business of UnitedHealth Group.

In 2002, acted as internal consultant to Uniprise’s seven call centers. Improved scheduling and call routing to achieve 20% increase in service levels.

From 2002 to 2004 developed strategy for and led medical claims consolidation efforts. Each service center averaged 400 FTEs, with six direct reports.

oTurned around performance of Dayton, Ohio call center to keep it active and productive until closure was scheduled and accomplished.

oMaintained operations of Utica, New York call center to keep it active and productive until closure. Developed and executed policies, processes and procedures to allow agents to work from home, using existing technology.

ACADEMIC CREDENTIALS

NORTHWESTERN UNIVERSITY, J.L. Kellogg Graduate School of Management, Evanston, Illinois

Master of Business Administration, Marketing and Organizational Behavior

EMORY UNIVERSITY, Atlanta, Georgia

Bachelor of Arts Degree, Psychology with an emphasis in Organizational Psychology

Inactive licenses in Life, Accident and Health Insurance Production; Series 7 and 63 Securities

OTHER ACTIVITIES

ALEXIAN BROTHERS FOUNDATION 2014 to 2016

Work with the Foundation Philanthropic Counsel to raise funds. I mostly work on projects for the Alexian Brothers Mental Health Center and their transitory living centers in and around Chicago.

W. KIM TAEKWONDO 1995 to present

Second Degree Black Belt and Instructor in Taekwondo and Hapkido. Schooled in multiple other forms of martial arts.

BOY SCOUTS OF AMERICA 2008 to 2011

Boy Scouts Assistant Scoutmaster, 2010-2014

Cub Scout Cub Master, 2008-2010; Pack Chairman, 2009-2010

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