Operations Leadership / Strategist
Resume:
I am interested in fulfilling a meaningful role in strategy, marketing,
& business development. My desire is to help Cereberus increase
revenue and expand in new areas of opportunity. Highlights include:
Strategy Development and Execution. Progressive experience in
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driving business growth strategies and customer outreach
activities at Avaya, Citibank, and Delta Air Lines. At Avaya, as
Director of Strategy and Business Development, developed
strategy and expanded operations in new areas. Drove strategy
and capture activities that led to new contract wins. At Citibank,
as Vice President for Credit, helped lead global strategies to
implement new products/features in Europe and the Americas.
Recipient of the Citigroup Quality Excellence Award for Outstanding Performance. At Delta, as
Director of Airline Operations, drove major change initiatives that led to new and improved
features. Recognized for outstanding leadership capabilities and selected to attend the Executive
Development Program at Thunderbird School of International Management.
Marketing / Sales. Responsible for a wide range of strategic business development and client
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outreach activities. Developed strategies and tactics around new verticals in the U.S. public
sector involving enterprise solutions and professional services. This included new areas that
combined communication products to create broader offerings not available before in the public
sector. Identified, analyzed, and quantified the value proposition for new opportunities.
Developed and executed go-to-market strategies. Won several large, long-term contracts; built
and sustain opportunity pipelines with new functional areas of growth; and partnered across
internal business units to fully leverage brand and expand value offering.
Project Leadership & Delivery. 10+ years of IT Operations experience. Managed highly visible
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technology projects that involved the full life cycle of project management activities. Have
managed existing teams, built up new teams, and led as many as 50 FTEs. Fostered environments
that encouraged staff to submit and act on valuable ideas. Accountable for quality, schedule, cost,
and overall performance. Offer a track record of positive results throughout career.
Practitioner-Scholar. Awarded Doctorate degree in Management in December 2012 graduated
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in top 10% of class. Offer knowledge of effective practices in strategy formulation, organizational
change, and ability to operationalize new products / methods. Critical thinker and problem solver.
Guest speaker on Innovation Management at the University of Georgia’s Terry College of
Businesses exceptional written, verbal, and presentation skills.
My experience/skills in strategy formulation, marketing/sales, and product development can enable
Cereberus create greater value and expand sales. I can engage with internal resources and business
partners to create/exploit unique solutions to fulfill customer needs, including offerings that
differentiate functionality from the competition. My recent past reveals how I can connect with
customers and work with the sales team to win new deals. I can research trends and develop strategies
that align to customer needs as a basis for go-to-market plans. I offer a rich history of driving
strategic initiatives, managing obstacles, and generating positive outcomes. I welcome the
opportunity to further qualify my credentials and understand your needs.
Robert Bornhofen, DM
Atlanta, GA
Leadership / Strategist / Business Development
With extensive experience in enabling organizations to
adopt change, evolve, and become more competitive through effective strategy
QUALIFICATIONS
10 Years of Strategy Formulation & Execution 9 Years of Sales & Marketing Experience
Doctorate Degree in Management 10 Years of People Leadership
10 Years of Mgmt Consulting Experience 7+ Years of Product Development
5+ Years of Market Research Experience SME in Innovation Management
EXPERTISE
Customer Relationship Building Communications / Executive Briefings
Management Consulting/Problem Solving Strategic Planning, Execution & Delivery
Market Research, Intelligence & Analysis Workshops / Client Sessions
Competitive / SWOT Analysis Cross Functional Support
Selling / Generating Revenue Ideation/Product Innovation
HIGHLIGHTS
Enabling Corporate Strategy. 10+ years of management consulting and corporate experience
in strategy formulation/implementation. Fulfilled highly visible roles in developing and
implementing organizational growth initiatives. At Citibank, led major change initiatives to
implement new credit card products/features in Europe and the Americas. Developed and
evaluated strategies to achieve goals. Identified and worked issues to enable progress.
Prototyped proposed solutions to validate assumptions. Achieved first-to-market product launch
that led to thousands of new accounts and sources of continuous revenue. At Delta, led effort to
transform a core business unit based on new and improved capabilities tied to a desired vision.
Fulfilled principal role in building and updating strategic plans. Championed new ways of problem
solving and meeting performance goals. Influenced tactical initiatives that leveraged industry
leading solutions. Supported business case development to depict the ROI and roadmap.
Marketing & Sales. My past 10+ years have focused on strategic business development and
customer outreach activities in a number of emerging areas tied to large key accounts. I
developed corporate strategy and expanded operations in the U.S. public sector to generate
additional business growth. The outcome resulted in new contract vehicles that enabled Avaya to
generate new revenue in excess of $45M over five years. Had previously sold $24M in
professional services while at QSS all new work. I led the capture and strategy efforts that
contributed to two strategic, 10-year contract vehicles. Explored trends and emerging areas of
customer demand with upside potential. Conducted competitive analysis of threats &
opportunities. Developed strategies and tactics around new verticals in the U.S. public sector for
enterprise solutions. Provided competitive pricing strategy to create value in product offering.
Project Leadership & Delivery. Fulfilled highly visible roles in developing and implementing
strategic initiatives at Citibank, Delta Air Lines, and Avaya. Managed highly visible technology
projects that involved the full life cycle of project management activities. Amplified the “voice of
the client” in brokering support across internal Lines of Business (LOB) to generate active
support. Followed established methodologies; led large, complex projects; accountable for
quality, schedule, cost, and overall performance; and offer a track record of positive results.
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Management Consulting. Demonstrated effective foundational consulting skills at Deloitte (8
years) and later on in my career as a problem solver for both internal and external customers.
Led and influenced teams to deliver highly visible solutions. Partnered with C-level business
stakeholders to develop and execute strategy to transform operations to a desired state.
Possesses exceptional written, verbal, and presentation skills.
Practitioner-Scholar. Awarded Doctorate degree in Management in December 2012
graduated in top 10% of class. Offer knowledge of effective practices in strategy formulation,
organizational change, and ability to operationalize new products / methods. Guest speaker at
the University of Georgia’s Terry College of Business. Superb writer and public speaker.
Key Words: Strategy Development, Leadership, Business Development, Collaboration,
Presentations / Briefings, Innovation Management, Customer Relationship Management
RELEVANT EXPERIENCE
GUEST LECTURER 2013 – current
University of Georgia, Terry College of Business
Taught class segments in Innovation Management, Digital Strategy, & Design Thinking. Researched,
prepared curriculum, and educated MBA students. Taught special program for 20 visiting executives
from China on Innovation Management and Digital Strategy. Demonstrated cultural sensitivity.
DIRECTOR
2008 – 2014
Avaya
Hired to develop strategy, market, bridge organizational groups, and expand operations in the U.S.
public sector to achieve alignment with corporate strategies on new business growth. Co-led efforts
to plan, organize, and manage marketing activities tied to corporate growth goals. Participated in
efforts to brainstorm and configure innovative offerings for target customer segments.
In-depth Market Assessment. Conducted in-depth market assessments to identify opportunities.
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Collected, analyzed, and made sense of market data as a basis to identify opportunity. Talked to
customers and business partners, and engaged SMEs to shape vision, strategy and objectives for
the U.S. public sector. Offered insight into emerging trends relative to customer needs, economic
(budget) forecasts, and competitive threats. Utilized SWOT (strengths, weaknesses,
opportunities, & threats) analyses to tailor approach. Created strategy based on market
differentiators.
Strategy Formulation & Execution. Led assessment of new growth opportunities in the public
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sector for enterprise solutions through analysis, market and competitive understanding. Worked
with internal lines of business (LOBs) to formulate, plan, and help implement key initiatives tied
to corporate goals. Created a corporate strategic plan for the public sector that aligned efforts to
an enterprise goal of selling cloud-based enterprise solutions involving SaaS. Identified
supporting technologies, risk factors, and customer segments to direct activities. Built customer
call plans. Authored position papers and proposals that involved new services tied to specific
objectives. Coordinated efforts to exploit Avaya’s strengths related to hosted communication and
network capabilities.
Marketing & Sales. Directed activities and provided sales support to multiple business units.
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Created and managed a funnel (pipeline) of opportunities tied to strategy. Developed and
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executed go-to-market strategies that generated new contract wins and revenue. Participated in
conferences and trade shows with clients. Called on existing clients; cold called new clients to
establish relationships. Won multiple contracts. Participated in several long-term contract wins
with a total value (ceiling) in excess of $1B in new revenue potential. Established and sustained
relationships with executive decision makers among strategic customers. Met with customers to
obtain actionable intelligence. Listen to and pitch ideas intended to create strategic value. Helped
maintained customer loyalty through relationship building. Participated on a joint Federal-
Industry roundtable forum in Washington DC with executive policy and decisions makers to
promote Avaya’s solutions around Shared IT Services.
Stakeholder Engagement. Established and sustained relationships across LOBs and customer
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sectors in support of strategic initiatives. Worked with stakeholders to share ideas and develop
strategy tied to market needs to discriminate Avaya’s offering from the competition. Met with key
leaders to understand their concerns and abilities to support. Amplified the “voice of the client”
in brokering support across internal LOBs to generate active support. Helped influence the Sales
team in offering qualified solutions to drive growth initiatives. Involved SMEs from the Product
and Professional Services LOBs, as well as Finance, Contracts, Legal, and external business
partners. Collaborated across the enterprise to enable creative and knowledgeable input to
strengthen our go-to-market strategy.
Recognition. Won strategic contract vehicles as a new prime contractor (e.g., GSA’s
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Connections II and Treasury’s TIPSS-4). Several task orders had subsequently been awarded that
generated over $40M in new revenue.
PROGRAM DIRECTOR 2005 – 2008
QSS (acquired by Perot Systems, now part of Dell)
For a Systems Integration firm, I fulfilled a dual role in business development and servicing
customers. Highlights include:
• Worked with met key decision makers to evaluate opportunities and formulate strategy.
• Formed an alliance with 15+ business partners aligned to new revenue growth.
• Managed business partners. Defined and negotiated scope, structured deals, and evaluated
performance.
Recognition: Account Growth achieved new contracts valued at $24M.
OPERATIONS DIRECTOR 2004 – 2005
CHM (acquired by FC Business Systems, now part of General Dynamics)
Led operational efforts that included agile development of new business capabilities. Forecasted and
developed staffing needs to maintain project teams. Deployed Joint Application Design / Rapid
Application Development (JAD/RAD) methods to incrementally deliver new functionality. Full
SDLC, including post implementation support.
Recognition: Account Growth rewarded for successful project delivery through further awards
(opportunities) for continued service. Estimated contract value (new revenue) at $4M annually.
DIRECTOR, AIRLINE OPERATIONS
Delta Technology (Delta Air Lines, Technical Operations Center)
Hired to partner with the TechOps business unit to transform operations through technology
enablement and improved processes. Managed key initiatives, programs and projects.
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Enterprise Operations & Solutions Delivery. Took over an existing division. Directed project
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managers and led an organizational unit of 40+ staff to fulfill critical business needs. Leveraged
experienced project managers and oversaw a portfolio of 15 production systems. Established and
measured performance against service level agreements (SLAs). Shared results and coordinated
ongoing meetings with business units to prioritize future project needs that involved
new/improved capabilities. Implemented changes to software code and process to improve SLAs
and achieve greater productivity performance. Balanced resources and budgets to support
business needs. Implemented new solutions, met schedule deadlines, and fulfilled goals.
Strategy Formulation & Execution. Fulfilled a pivotal role as lead IT Director (Delta Tech) in a
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highly visible strategic initiative to modernize business operations. Met with executive leaders to
understand their corporate and functional strategies, as well as operating constraints. Focused on
objectives that added the most value to the business. Helped shape vision, strategy and objectives.
Helped build and maintain strategic plans. Utilized use case scenarios to convey value of new
technologies and methods. Supported business case development to depict the Return on
Investment and roadmap tied to strategic goals. Achieved initial project funding to prototype
high-value efforts. Developed pipeline of innovative initiatives.
Stakeholder Engagement. Developed key messaging to multiple stakeholders. Communicated
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progress, insights, and recommendations. Kept them actively engaged in program activities.
Monitored, reported, and prioritized key projects grounded in transition strategy. Worked closely
with business units as part of a comprehensive communications program tied to a strategic
modernization vision.
Recognition. Selected as the first IT Director ever to attend an Executive Development Program
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at Thunderbird School of International Management.
VICE PRESIDENT (Credit and Collection Processing)
CITIBANK Europe/North America Bankcards
Led large teams to support the business in developing and managing products for the U.S. and
European customer base. Fulfilled a product owner role, partnered with corporate Credit and
Marketing, worked with international business counterparts, & led efforts to increase revenue through
new product enhancements. Accountable for quality, schedule, cost, and overall performance.
Strategy Formulation & Execution. Championed a high-priority business need to develop a new
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e-Commerce solution for the U.S. consumer market. Transformed a good idea into a working
prototype that led to a full fledge innovation. Worked closely with Corporate Marketing to
coordinate effort and mitigate risk. Developed and evaluated strategies to achieve goals.
Identified and worked issues to enable progress. Prototyped the proposed solution to validate
assumptions behind the Instant Credit vision. Achieved first-to-market product launch that led to
tens of thousands of new accounts and sources of continuous revenue.
Enterprise IT Operations & Solutions Delivery. Created an entirely new division of
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programmers and system analysts to take over the Collection System that had physically resided
elsewhere. Forecasted and developed staffing needs to maintain project teams. Reassigned to lead
an existing division (Credit Group). Supported teams, removed obstacles, improved performance,
closed gaps with the business, and helped deliver incremental innovations in the form of new
features to the customer. Oversaw activities related to business continuity planning, enterprise
monitoring, SLA ownership/reporting, & delivery of new system capabilities. Implemented
changes to software code to improve SLAs and achieve greater productivity performance.
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Stakeholder Engagement. Sustained close stakeholder engagement with Citibank Marketing
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teams that led to idea sharing, innovation, prototypes, and new product development. Established
effective, trusting relationships with various Directors in North America and Europe involved in
bankcard operations specific to account fulfillment, credit, and collections. Bridged cultural gaps
with business partners in Europe as part of integrated team efforts. Worked with the business to
share ideas, identify, and prioritize future needs for Citibank’s Enterprise Credit System.
Communicated regularly with internal clients to solicit ideas and provide project status.
Metrics Monitoring & Reporting. Used key performance indicators (KPIs) to measure
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meaningful results and take action. Such KPIs as schedule adherence, requirements delivery, cost
adherence, test defects, and trouble report closure rates were used to assess performance.
Monitored, reported, and prioritized key projects tied to business strategy. Used reports as a basis
to adjust operations to improve KPI performance and customer service.
Recognition. Recipient of the Citigroup Quality Excellence Award for Outstanding Performance.
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SENIOR PROJECT MANAGER
Computer Sciences Corporation (CSC)
Recruited to enable CSC to develop new business opportunities within the IRS. Managed projects,
expanded operations, and met customer expectations. Led an effort to formulate a highly visible
business case as a strategic modernization program.
MANAGER
Deloitte
Management consulting for various mid- and large-size organizations that involved business
operations and technology enablement. Lead consultant on several Collateralized Mortgage
Obligation (CMO) bond issuances with Ryland Homes and various Wall Street underwriters.
Demonstrated excellent foundational skills specific to critical thinking, verbal and written
communication, and problem solving.
EDUCATION
Doctorate, Management (DM) University of Maryland University College
M.S., Information Systems Colorado State University
B.S., Business Administration University of Minnesota
PUBLIC PRESENTATIONS / PAPERS / PROFESSIONAL CONFERENCES
Presented at the 3rd Annual International Conference on Engaged Management Scholarship
PROFESSIONAL CERTIFICATIONS
Information Technology Infrastructure Library (ITIL), Foundation Certified, Ver. 3
Six Sigma Quality Certified
LinkedIn Profile: http://www.linkedin.com/in/bornhofen
Personal Web Site http://www.bornhofen.weebly.com
Personal
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