Customer Service Management

ROSS H . WLAD I S

*** ********* ***** **********, ******** 60565

H (630) 445- 5554 C (630) 730- 2536 **********@*****.*** https://www.linkedin.com/pub/ross- wladis/4/a1/b7b SUMMARY

A results- driven and highly accomplished senior communications executive with extensive international and domestic experience in internal and external communications, public relations, public affairs, brand awareness, corporate social responsibility and sustainability, consumer insights, and internal engagement activities. Additional strengths in marketing, program management, and strategic planning. Possesses strong communication, leadership, and strategic abilities. Collaborates cross- functionally to achieve shared objectives. Thrives on analyzing situations and devising solutions to meet current and future needs. EXPERIENCE

MCDONALD'S CORPORATION, Oak Brook, Illinois Director of Global Internal Communications 2012- 2015 Developed comprehensive and strategic internal communication plan that engaged company’s 1,900,000 employees, franchisees, and suppliers while supporting corporation’s values and business priorities. Oversaw company’s internal communication vehicles, with focus on building understanding of key business strategies and drivers. Directed cross- functional editorial board that developed Intranet content to inform key constituencies and enhance brand awareness. Managed individuals responsible for Intranet, brand awareness, and executive speaker series.

x Implemented internal communication plans and provided communication counsel to key functional areas, including the corporate social responsibility and sustainability, consumer insights, and human resource disciplines, as well as Ronald McDonald House Charities.

x Planned and implemented internal communication activities related to launch of company’s first global corporate social responsibility and sustainability framework/report. Developed collateral global toolkit for worldwide use by company communication leads.

x Designed strategic plan for internal communication campaign for innovative new dining platform to complement company’s menu offerings.

x Provided executive leadership with communications support on system announcements, speechwriting, message positioning, and website content.

x Implemented all internal engagement activities for company’s worldwide convention, leading 2014 convention task force and working across diverse functional teams to develop overall strategic plan, convention website and mobile app, on- site engagement center, and related content. App drew 750,000 views. x Created internal communication plan for management, related to resourcing for growth initiative to reallocate company resources to best address key business priorities. x Oversaw launch of leadership speaker series designed to highlight personal interests and professional responsibilities of key global executives.

Director of Communications 2007- 2012

Created strategy and executed communication activities to inform key internal constituencies (home office, field staff, franchisees, suppliers, and customers) about U.S.- based initiatives, within framework of company’s plan. Ensured alignment between U.S. Business Integration and cross- functional partners (communications, information technology, operations, human resources, marketing, consumer insights, supply chain, customer service, and restaurant development) to enhance presentation of information on key initiatives to U.S. and franchisee leadership. x Designed comprehensive internal communication model and integrated with accelerated deployment initiative. Coordinated strategic communication planning for U.S. initiative alignment council. x Orchestrated all internal communication activities for launch of blended ice beverages in U.S., including McCafe drinks (frappes, smoothies, and shakes).

x Directed strategic internal communication activities related to development and deployment of key U.S.- based initiatives, including mobile, Arch Cards, cashless processing, breakfast segment, redeployment of fountain beverages (including introduction of Dr Pepper), and implementation of WiFi in restaurants. x Developed communication processes and protocols to ensure consistency within department and across functional disciplines. x Created materials to educate key internal constituencies about mission and related activities of U.S. Business Integration department and program management function. Ross H. Wladis, Page 2

Manager/Director of Communications, East Division, Philadelphia, Pennsylvania 1999- 2007 Directed all internal and external communication activities for company’s largest division, which included 5,000 restaurants between Maine and Florida. Developed and implemented targeted communication strategies and related messaging on behalf of division president. Designed and launched division’s website and oversaw content management. x Enhanced communication outreach to divisional, regional, and franchisee leadership by providing counsel and support on messaging related to key initiatives within U.S. plan. x Worked directly with U.S. communications and U.S. media relations to facilitate dissemination of information, respond to media inquiries, and provide anticipatory issues management support. x Promoted public relations and government relations initiatives to enhance brand among key external constituencies. x Established and directed network of eight regional communication leads to disseminate information to key internal/external audiences.

ADDITIONAL EXPERIENCE

PENNSYLVANIA INSTITUTE OF CERTIFIED PUBLIC ACCOUNTANTS, Philadelphia, Pennsylvania, Manager of Communications, 1993- 1999. Led all communication, media, and public relations. Served as managing editor and production coordinator for 40 publications, including launch of award- winning magazine. Directed staff of eight employees and activities of 10 statewide committees. Negotiated all member service contracts, increasing number of services by 100% during tenure. Oversaw year- long (1996- 1997) centennial anniversary celebration, including production of 100- page commemorative text and collateral video as well as organization of statewide gala.

Spent 1991- 1993 earning master’s degree.

FRAMINGHAM UNION HOSPITAL, Framingham, Massachusetts, Assistant Director/Director, Public Relations, 1986- 1991. Directed all communication, media, and public relations activities, including promotion and marketing of 40 hospital programs and services. Managed writing, editing, and design of 25 health care publications, including hospital’s community magazine, biweekly employee newsletter, and monthly physician report. Oversaw development and implementation of $1,000,000 image advertising campaign. ITHACA COLLEGE, Ithaca, New York, Staff Writer, Interim Editor, 1984- 1986. Served as staff writer for all college publications and interim editor for Ithaca College Quarterly. EDUCATION

UNIVERSITY OF PENNSYLVANIA, THE WHARTON SCHOOL, Philadelphia, Pennsylvania M.B.A., Marketing Management, 1993

CORNELL UNIVERSITY, Ithaca, New York

B.S., Communication; Minor in Business, 1984

Contact this candidate