Sign in

Customer Service Information Technology

Rialto, California, United States
May 24, 2018

Contact this candidate



Corona del Mar, CA *****

949-***-**** C-Level: CIO Vice President Information Technology Extensive experience as a successful business, team, community and program leader delivering value and improving profitability. Pragmatic entrepreneur able to blend operational needs with compliance requirements and technology for maximum effectiveness of an organization. Proven repeatable, disciplined approach to developing and leading strong technology teams with measurable, sustainable results. PROFESSIONAL EXPERIENCE

VP Information Technology, Urban Decay Cosmetics, Newport Beach, CA 2010 – 2018 A Luxury Cosmetics and Skincare Division of L’Oreal - “Beauty with an Edge” Valued member of the executive team which responsibly grew a privately-held, unique, luxury consumer products brand from less than $100 million to $1 billion in retail sales in less than six years. Directed all aspects of technology infrastructure, services and management information for a global, multi- location, luxury retail consumer product brand; supported extraordinary growth in traditional business channels and explosive growth in non- traditional channels, supported ownership transition and recapitalization IMPROVED PERFORMANCE

• Selected and deployed infrastructure for e-Commerce offering taking annual sales from $250K to greater than

$10MM in less than 2 years, to $20MM in less than 4 years

• Improved reliability, availability, security and accuracy of ERP and all integrated applications moving from daily outages to none-but-scheduled outages


• Designed and built a hybrid version of MRP for contracted manufacturing and distribution operations highlighting predicted shortages (components and finished goods) and providing projected inventory levels and valuations (highly desired by financial partner)

• Conceived and implemented application extensions to handle processing of lot controlled products by LIFO and FIFO methods concurrently based on specific customer demands

• Delivered consistent infrastructure, application, service and support capabilities across the US and 3 foreign countries. Ongoing support provision is from a single location in the US

• Implemented a low-cost/economical, scalable and replicable point-of-sale solution for “pop-up retail” experiences including inventory control, payment processing, cash control and back end reporting/integration to ERP

• Devised and deployed economical video conferencing solution seamlessly compatible with parent proprietary solution at a fraction of the cost

• Developed interfaces, data conversion routines and transition pathways from the complete suite of legacy applications to parent suite of SAP platforms

• Created comparative and competitive analysis systems from data available on retailer websites [web scraping] LEADERSHIP

• Achieved PCI and state sales tax compliance for the organization leading interdisciplinary teams

• Improved customer service and approach to problem solving for an inexperienced IT team resulting in significantly higher satisfaction level ratings from colleagues/constituents

• Conceived and achieved the vision for IT at Urban Decay: Provide effective information technology tools which are as innovative, leading-edge and unique as the cosmetics we provide to customers Turnaround/Takeover Project Manager, Pelican Eyes Hotel & Resort, San Juan del Sur, Nicaragua 2010 – 2010 International destination resort with 70 units, 2 bars, 2 restaurants, spa and sailboat operations. Performed end-to-end review and improvement of organization, operations and systems. Reduced headcount by 50%. Improved occupancy and ADR. Established accuracy, completeness and timeliness of financial reporting to investors. Developed marketing programs to attract local, regional and international business. Provided guidance and education to owners/investors on hotel operations, operating statistics, policies and risks/liabilities. President, Casa Laguna Inn & Spa, Laguna Beach, CA 2000 – 2009 Award winning, historic 22 room boutique hotel overlooking the Pacific Ocean Managed all aspects of supervision, finance, operations, guest service, technology, promotion, marketing, maintenance and restoration of the historic bed & breakfast and spa with a full-time staff of 22 plus 8 additional part-time, contract and seasonal staff.


• Concurrently tripled daily room rate, improved occupancy from below 60% to over 80% and engaged in extensive renovation and remodeling activities

• Developed guest (customer) service program resulting in significantly improved guest satisfaction in each of nine areas measured

• Effectively eliminated or significantly reduced risk associated with ongoing operations including a significant reduction of Workers Comp claims and liability claims from previous owners resulting in 60% lower insurance costs

• Obtained numerous awards and accolades including “#1 Rated Hotel in Laguna Beach” on,

“Best of Orange County” recognition for nine consecutive years by the OC Register, Silver and Gold Medals in the “Inn-Credible Breakfast Cook-off” and admission to the Select Registry group of inns INNOVATION

• Implemented technology far in advance of peers/competitors giving the hotel a significant early and ongoing advantage in the online marketplace. That technology allowed 30% more staff time to be focused on guest service rather than administrative tasks

• Offered comprehensive health care coverage to all full-time employees becoming the first hotel in Laguna Beach to do so and ensuring the position of “Hospitality Employer of Choice” within the market LEADERSHIP

• Actively participated in the leadership of Legislative, Planning and Marketing industry organizations at the state, regional and national levels

• Continually mentored 24team members to develop and hone customer service skills and offer advancement. Provided constructive counseling and corrective direction when necessary ERP Project Manager, John Laing Homes, Newport Beach, CA 2005 – 2008 A large, privately held residential real estate developer and mortgage finance company delivering 3000+ homes per year in 4states Led selection and implementation of the SAP software solution across nine functional areas and fifteen geographic divisions for this top tier, 150 year-old home building company with more than 1000 employees. Functional areas included finance, operations, sales and marketing, customer care/customer service and homebuilding specific functions. Project team was comprised of 35 full time professionals from within JLH and three outside consulting firms.


• Successfully delivered a complete Enterprise Resource Planning (ERP) system, with improvements to JLH operations and business practices at 1/3 the cost of a peer-competitor’s unsuccessful implementation

• Mitigated project risks through effective use of proven project management methodology

• Improved completeness, quality and accuracy of delivered homes

• Increased accuracy of build and delivery schedule resulting in more predictable cash flow

• Produced a comprehensive and concise business plan for the entire organization using automated tools

• Devised and implemented enterprise wide reporting standards and policies resulting in consistent and comparable results reported across functions, geographic regions and business units. Production time for consolidated management reports was reduced by 2/3


• Applied effective facilitation techniques to guide executives and business leaders through complex and challenging decisions significantly accelerating the selection and implementation processes

• Devised and delivered innovative, motivating and engaging exercises resulting in collaborative and highly effective working sessions

• Formulated clever and engaging mechanism to drive a 40 person committee to consensus on a selection of seemingly incomparable options. Consensus was reached on the first vote LEADERSHIP

• Educated executives and team members on the “facilitated workshop” process and prevented tactical and operational goals from intruding on strategic planning efforts, keeping work sessions focused and on schedule

• Managed enterprise wide communications related to this technology revolution

• Communications included a sophisticated and amusing marketing program that engaged project constituents, improved participation and was effectively incorporated into all educational/training materials and ongoing support documentation

• Guided production of individual division business plans including development of a sophisticated business plan model

• Made effective use of offshore development team to achieve specific modifications and improvements to packaged software



BA in Psychology with emphasis in Chemistry


Harbor Commissioner and Commission Chairman, City of Newport Beach, Newport Beach, CA 2012 – Present A coastal town in Southern California featuring fine residential areas, modern shopping facilities, a strong business community and quality school system.

• Advised City Council and made recommendations on existing and potential uses of Newport Harbor

• Led initiatives including boating education for the community, legislative reform in the City and Sacramento

(State Capital) and collaboration with Visit Newport Beach (the Newport Beach Conference and Visitors Bureau) all in support of the Harbor and Bay Elements Section of the City General Plan

• Provided Subject Matter Expert testimony to California Coastal Commission, City of Newport Beach Planning Commission and Regional Water Quality Control Board Board Member and Board Chair, The Linden Center, Los Angeles, CA 1994 – Present A psychiatric clinic, school and residential facility serving 100 youth

• Ensured financial success and long-term viability of the Center

• Led initiatives related to compliance with California State laws for residential facilities Technology Committee Expert Presenter, California Assoc. of B&B Inns, Sacramento, CA 2003 – 2009 A marketing and legislative lobbying organization supporting independent hotel owners and operators. Prepared and delivered presentations to constituents and legislators on:

• Internet marketing

• E-Commerce, website revenue and conversion rates

• Inventory control and the Global Distribution System (GDS)

• Americans with Disabilities Act (ADA) compliance

Contact this candidate