Customer Service Management

MARK BURD, Professional Experience…Continued PAGE 2 OF 2

MARK BURD

**** *. ** **., ***** FALLS, SD 57105 / 605-***-**** / ********@*****.*** / LINKEDIN.COM/PUB/MARK-BURD

RD

WEBPROFILE.INFO/MBURD

VP/DIRECTOR: PROJECT / PRODUCT MANAGEMENT / R&D

Dynamic executive with extensive leadership experience providing operational, product and project management skills

that are adaptable to technology, services and other industries. Successfully directed planning, coordination and cross-

functional teams responsible for customer service, sales, engineering and support operations to develop, launch, and

place customer-centric products across key markets. Highly effective creating and implementing data mining, testing,

and modeling tools to maximize performance and revenue growth across operations. Excels at leveraging key

relationships, emerging technologies and process improvements to identify and secure new business. Strong leader

with documented record of successes overseeing new product introduction, contract negotiations, channel growth,

software development, product research and testing activities.

CORE LEADERSHIP COMPETENCIES

• •

Operations Management Data Mining Methodologies

• •

Software Development Business Development

• •

Team Leadership & Key Relationship

Collaboration Management

• •

Product / Project Management Product Research / Testing

PROFESSIONAL EXPERIENCE

SONIFI SOLUTIONS (Formerly LodgeNet Interactive) – Sioux Falls, SD 1989 – 2014

Leader in serving 1 million hotel rooms with most comprehensive, flexible and dependable entertainment and services.

Director of Content Management, Business Intelligence (2007 – 2014)

Promoted to oversee procurement, merchandising, and P&L performance for all content ( i.e. Hollywood movies, TV

series, Sports, etc.). Managed analytics, reporting, pricing, testing and research regarding all content products with

strongest specialty in Hollywood movies. Introduced new educational and business content. Worked with MPAA and

FBI to identify location of pirated movies.

• Grew revenue by 4-5% or $4.8-$6.0 million annually by developing, testing, and launching recognizable movie

promotions (ExtraTV).

• Created studio forecasting tool to determine movie title revenue and hotel and DVD release dates based on box

office, genre, and release timing that included human element as model.

• 2-3% increase in revenue growth attained by reducing pricing of new, albeit second tier movies.

• Generated 7-9% revenue increase representing $8.4-$10.8 million annually with additional entries inputted within

menu system by implementing forecasting model to test and launch $4.99 movies and related merchandising.

• 2% boost in revenue or $4 million achieved by leading efforts to develop and release tested user interface changes.

• Streamlined process to rank next month’s movie content by building Excel Macros to perform repeated steps and link

to needed information instead of constant flipping of pages.

Director of Programming Content Management (2002 – 2007)

Accountable for building and managing revenue / profit streams of content through procurement, merchandising,

operational efficiencies, and pricing. Oversaw key relationships across Hollywood studio in regards to security and

playback technology. Received rights to use Pro:Idiom™ as security technology for movie playback in hotel rooms as

required from all Hollywood Studios.

• $120 million annual revenue stream maintained by leveraging data mining and watermarking technology to identify

and apprehend internal employee committing movie piracy.

• Up to $1.5 million in monthly revenue secured by leveraging existing relationships with Hollywood Studios to obtain

rights to variety of TV series – helping firm launch product across 800,000+ hotel rooms.

• Generated $1+ million in sales each quarter by introducing PPV sports programming to 300,000 hotel guest rooms

that included overseeing contract negotiations with sports entities and working with partners on merchandising.

• Saved $1 million annually by reducing external video editing / encoding lab technology costs.

• Managed Nintendo product in 1 million hotel rooms. Renegotiated contracts to increase profitability by 10-15%.

Sonifi Solutions, Continued…

MARK BURD, PAGE 2 OF 2

Professional Experience…Continued

• Achieved profitability by directing contract negotiations to introduce recent TV series to enhance hotel guest

experience.

• Designed and implemented watermark with transaction ID to locate source of movie piracy that required approval of

Hollywood Studios and coordination with development.

• Maximized profitability, while meeting requirements to balance different products. Created space allocation model

that required cross product owner buy-in and modeling of revenue as list of content expanded for each product.

Director, Guest Pay (1996 – 2002)

Selected to plan and coordinate efforts to expand 24/7 customer service group. Served as specialist and liaison to

Motion Picture Association of America and Hollywood Studios for content security and technology. Streamlined and

improved department processes for content selection, scheduling, duplication, delivery, and hotel operations training.

Provided product management for all hotel guest products. Tracked and managed department and company expense

and revenue budgeting requirements.

• Up to $690,000 in annual cost savings attained by securing approval to develop and implement process to produce

MPEG movies to replace external service.

• Delivered 10%-15% revenue increase worth nearly $12-$16 million by launching pricing program to adjust movie

pricing based on hotel metrics.

• Designed and deployed content management system to allow each hotel to have different order of content based on

hotel's recent results – placing best-selling movies earlier in list.

• Maximized revenue production by initiating process to place content in optimal order.

• Reduced dispute rate from 10% to 4% by deploying automated system and management reporting structure for hotel

staff – increasing revenue by 5% representing $10 million in annual sales.

• Secured approval from Hollywood Studio to introduce new technology to play movies via MPEG files.

Director, System Support (1994 – 1996)

Oversaw growth for new department responsible for providing 24/7 customer service and system support.

Implemented full testing regiment to improve product deployment success.

• Developed and implemented new automated process to replace outdated manual process to develop and deliver

content schedules four days earlier.

Director, Software (1992 – 1994)

Promoted to lead software department in developing solutions to operate new and existing applications. Accountable

for staff management / development and product development mapping for future growth. Implemented on-call

schedule to provide last line of technical calls.

• $24 million in annual revenue attained by planning and coordinating projects to add Nintendo game system and to

design / deploy trivia from NTN (now Buzztime) within hotel rooms.

• Designed and deployed replacement software and hardware platform to allow for future growth.

Software Engineer (1989 – 1992)

Oversaw software development for product enhancement, on-site trouble shooting for new deployments, and billing

and data interface to hotel computer systems. Integrated on demand (VOD) movies into scheduled movies.

• Generated thousands of dollars in cost savings by managing key relationship with consultant to successfully reverse

engineer software and hardware platform to operate and maintain hotel PPV movie system in-house.

EDUCATION

Bachelor of Science: Electrical, Electronic and Computer Engineering

North Dakota State University – Fargo, ND

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