Customer Service Management

ROBERT LOUGEN

240-***-****

accrst@r.postjobfree.com

**** ********** ***., ********, ** 21122

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

PRESIDENT

Principle centered leader with broad based international experience with a

Fortune 500 company in Franchise and Corporate Operations, Income Tax

Services, Refund Settlement Products, E-Commerce, and Financial Services.

Proven ability in Strategic thinking and Execution to deliver sustained

Revenue and EBITDA growth along with developing a "One Team" culture with

employees and franchisees in a complex, fast-paced environment. Successful

turnaround expertise with underperforming businesses.

Areas of excellence include:

. Strategic Vision & Leadership

. Franchise Leadership and Relationships

. Full P&L and Balance Sheet Responsibility

. Leading in a Fast Paced Environment

. Achieving Strong Growth & Results

. Acquisitions & Integrations

. Brand Management

. Championing Excellence in Customer Service

. Effective Communicator

. Talent Management & Recruitment

PROFESSIONAL EXPERIENCE

Asurvest Inc.

2013 - Current

Chief Operating Officer

Asurvest is a global financial services firm, which provides equity-

Crowdfunding and P2P investors with risk management products. We are

currently expanding into Europe and Canada and have executed partnership

agreements with a leading international Insurance company and a leading

Crowdfunding portal. In addition to assisting our Founder in raising

capital I oversee building out our infrastructure, brand building,

compliance, and talent acquisition. Asurvest has afforded me the

opportunity to use my innovative, entrepreneurial skills to design and

build a company from the ground up in a nascent industry.

My areas of focus...

. Strategic planning

. Raising seed capital from investors

. Recruiting and talent management

. Expanding partnerships internationally and domestically

. Investor presentations

. Overseeing day to day operations

. Building out infrastructure

. Investor & Advisor Relations

RJL Consulting

President

2012- Current

Consulting and Advisory services to start-up and next stage entrepreneurs

to develop strategy, organizational structure, business plans, capital

acquisition strategies, developing alliances with potential business

partners and bringing the product or service to market. I have worked with

4 startups in this capacity in the past year. In addition I have also

consulted with Investment Advisor clients of GLG and Cognolink on Tax

Services and Franchise related issues.

H&R BLOCK Inc.

($153m Subsidiary of Fortune 500 Financial Services company whose

subsidiaries have included Compuserve, Olde Financial, Option One Mortgage,

McGladery Pullen CPAs, Hyatt Legal Services and HRB Bank. All subsidiaries

had interactions and synergies with Tax Operations)

President, Canadian Operations 2009-2012

General Manager-SVP, Canadian Operations 2004-

2009

For 8 years I had full responsibility and accountability for HRB Canadian

operations. I was chosen to lead the turnaround of an underperforming

international business unit of a Fortune 500 company. During my tenure I

developed a strategic culture of excellence in client service and

organizational planning in a complex, fast paced environment. I also served

as a catalyst for growth and expansion to restore positive EBITA and

Revenue momentum that gained market share from competition in a highly

regulated environment.

I re-established an atmosphere of trust and transparency with franchise

owners, employees and key stakeholders nationwide to achieve a One Team

culture. One of the keys to my success was restructuring senior leadership,

organizational structure and franchise operations to achieve alignment with

the Vision and Targets. Reinvigorating the organization and generating

growth through both organic and acquisition tactics in both company and

franchise affiliate locations. I led 170 full-time and 8000 part-time

employees and an organization with total revenues of $153M and 2.5 million

clients in 1200 locations (450 franchises and 750 company). Departments

reporting in to me were; Finance, Marketing, IT, Field/Franchise

Operations, HR and external partners; Government Relations, Legal Counsel

Advertising Agency, and PR.

. Restructuring

V Developed and implemented client centric field organization and

compensation plans tying in NPS data and other relevant KPIs

V Reorganized finance department to focus on compliance and proper

governance.

V Reorganized IT department and focused team to adhere to stricter

project management and software development life cycle principles

. Franchise Operations

V Established an atmosphere of cooperation and trust with franchisees

V Created and successfully instituted a new Franchise Agreement, with

the assistance of the Franchise Council and with owner feedback

V Developed an Assisted Acquisition program to help owners acquire

local competitors

V With assistance from Walmart of the franchise Council, developed a

"Win-Win" program to encourage franchises to locate in Walmart

V Created an incentive program for franchisees on sales of DIY

solutions to gain buy-in

. Full P&L, balance sheet, and financial responsibility for HRB-Canada

V CFO reported to me

V Accounting department resident in Canadian National Office

V Worked with Canadian banks to establish a line of credit for tax

season cash flow needs

V Responsible for oversight Capital Budget & Operating Expenses

V HRB Canada used Canadian external auditors

V HRB Canada was responsible for filing Canadian Corporate tax

returns

. Client Excellence Program

V Established a central client service center

V Developed SLAs for turnaround on client contacts

V Implemented Net Promoter

V Conducted outbound client surveys and focus groups

V Created Satisfaction Guarantee program

V Member of Canadian Better Business Bureau

. Financial Services & Settlement Products channel

V Processed $500 million in client refund checks annually

V Developed Prepaid Card and Bank Account solutions LOB which grew to

103K clients

V Led H&R Block RESP (Registered Education Savings Plan) financial

services sales division

V Led Financial Stop division of H&R Block - a network of check

cashing and financial services for the under-banked and un-banked

subprime clients

. DIY Tax Solutions & Ecommerce channels

V Created a Ecommerce strategy with technology enabled DIY tax

solutions growing to 250K clients

V Sold software in Walmart, Future Shop, Best Buy and smaller

retailers

V Successful integration into RBC bank's PFM online strategy

V Development of a new settlement strategy with Revenue Canada

. Responsible for oversight and direction of IT, Finance, Human Resources,

Talent Management, Marketing, Business Development, Digital, and Support

departments

. Established national partnerships with Royal Bank, CIBC bank, Wal-Mart,

Sears, The Bay, Dominos, Investors Group, Cash Money, ADP, Canada Post,

and Universal Music, DC Bank

. Member of International expansion team for entry into India and Brazil

. Tax Education training division for public seminars across Canada and

online

Financial Stop Canada - President 2005-2010

Led division of H&R Block Canada to provide financial services to the

unbanked and under-banked Canadians through a network of Financial Stop

branded locations across Canada. Successfully negotiated the sale of this

business in 2010.

H&R BLOCK UNITED STATES

Director Regional Management - Assistant Vice President 2002-2004

Senior Field Leader in New York and Pennsylvania as well as member of four-

person divisional Senior Leadership Team for the North Eastern U.S. Led 42

district managers and assistant district managers. Responsible for 42

districts serving 1.3 million clients and $180M in revenues.

Accomplishments and responsibilities included...

. Strong record of EBITDA and Revenue growth

. Excellence in Client Service - Highest Client Retention score in US

operations

. Directed strategic planning and budgeting

. Member of Acquisition Team responsible for acquiring 800 major

franchisees locations across the U.S.

. Responsible for launching new IRA product for tax and financial services

clients

. Earned membership in the President Council 2002 and 2004 for superior

performance

. Achieved highest national tax associate retention for 2002 - 2004.

. Leader in acquisition and integration of tax services in Wal-Mart

. Served on national project teams including improving client experience

and compensation

. Implemented Situational Leadership training

. Developed divisional business development and marketing plans

. Fostered relationship with State and Federal taxation departments

Regional Director- Assistant Vice President 1988-2002

. Senior field leader for 21 franchise directors, districts managers and

seasonal tax professionals in N.Y., PA, MA, and VT. - including 190

company and 178 franchised offices and one Major Franchise

. Total Revenues $58M

. Strong record of EBITDA and Revenue growth

. Catalyst for excellence in client service - developed KPIs to track

performance

. Integrated new Olde Financial Services and Option One Mortgage business

along with Tax into H&R Block Financial Centers

. In conjunction with Department of Education, developed national college

student financial aid program for H&R Block

. Developed H&R Block's first national competitor acquisition program

. Led Franchise Sales and Management Services

. Achieved highest client retention in the US

. Responsible for Strategic planning and budgeting

. Won National Client Service and Teamwork awards

. Recruiting, Business development and Marketing

. Implemented Principle-Centered Leadership training in division

Other H&R Block Experience

District Manager

Franchise Director

BOARD EXPERIENCE

Inn from the Cold (2010 - 2013)

Director on the Board for a homeless family shelter in Alberta. I served on

the Compensation and Recruiting Committees. The Inn was independent funded

and managed by the Board and Executive Director. The Board members were

involved in ...

. Strategic Planning

. Fundraising

. Donor development

. Partnerships

United Way Calgary (2005 - 2010)

. Poverty Reduction Board - Board member. One of the key initiatives

that I led was the development of a centralized site to obtain

government and provincial benefits to improve access to information

and applications.

. Business Supporting Neighbourhoods - Chair. Worked with neighbourhood

businesses to hire new immigrants to Canada.

. Barrier Free Banking - Board member. Goal was to improve access to

banking services for the unbanked.

Conference Board of Canada (2008 - 2011)

. Board member - Socio Economic determinants of health

Financial Stop Canada (2005 - 2010)

. President - Director

Slopes Community Association (2005 - 2012)

. Vice President

. Webmaster

EDUCATION AND TECHNICAL EXPERIENCE

ICD.D, Institute of Corporate Directors Education and Certification

University of Toronto- Rotman/Haskanye School of Business

BA from State University College of NY- Buffalo, NY

Executive MBA certificate, S.U.N.Y at Buffalo

Principle Centered Leadership

Situational Leadership

Covey's 7 Habits

Key accomplishments (over 7 years):

V Increased net profit over 300%

V Increased clients 43% (800K)

V Focus on Client Service Excellence = Increased client retention

600b.p.s.

V Expanded retail locations 47%

V Reorganized and acquired key leadership talent to drive growth

V Acquisition of 30 + competitors and infrastructure companies (range

$500k - $65m)

V Successful development and transition of key Tax Preparation

software platform

V Developed exclusive partnership with Walmart, Sears, the Bay and

strategic mall developers

V Directed development and launch of B2C Prepaid and Bank Card

services - 103K clients

V Development of successful DIY Tax Solutions and Business Services

LOBs - 250k clients

V Established Brand Management, Social Media & Public Relations strategy

to position H&R Block as a "go to" source for tax information and

commentary resulting in national TV and radio exposure including

Canada AM and Oprah Network

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