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Customer Service, Operations Sr Management, Digital Marketing Expert

Location:
United States
Posted:
May 12, 2016

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Resume:

SUMMARY OF SKILLS OFFERED

Action oriented, hands-on, experienced startup tech executive multi-skilled in achieving operational efficiency and increasing revenue in software, digital marketing and contact/call centers while creating customer delight. Customer service, digital and direct marketing expert, client and business development, operations improvement, data analysis, to improve product, management or campaign skilled. Employs analysis to identify issues and develop process improvements. Expert with service, performance marketing, and contact/call centers. Exceptional planning and implementation capabilities, resourceful in solving barriers to maximize resources. Demonstrated ability to adapt to new technology and work cooperatively. Proven ability to gain customer’s confidence, trust and agreement in service and business development. Having spent 10+ years in early stage boom or bust tech startups, am willing to take risks with a growth company, but am seeking a long-term growth opportunity.

RECENT SELECTED HIGHLIGHTS

* Deployed support contact center in 32 days to enterprise “Go Live” launch. Technology deployment, initial staff, training, compliance and user acceptance testing to initial campaigns.

* Successfully served delight for 500,000 visitors in first 3 days of launch at Xome

* Bootstrap founded digital lead generation marketing company generating $1 million in revenues annually.

* Captured business generating revenues with the top enrollment lead generation aggregators and direct school universities

* Launched call center serving clients need for outbound direct marketing calls.

* Led development of technology infrastructure and marketing campaigns.

* Established and deployed the infrastructure for: websites, affiliate network, enterprise email and data marketing.

* Executed online marketing solutions with regard to CPM/CPC/CPA/CPL and Pay Per Call offers.

* Spearheaded strategy, operations, and optimization for digital marketing services and direct marketing call center.

PROFESSIONAL EXPERIENCE

Vice President of Customer Support Services, Operations Xome January 2015 – Present (Tech Startup)

* Lead and manage the deployment, daily operations and functions of omni channel contact center operations in multiple locations.

* Includes staffing and training of contact center representatives taking inbound/outbound calls, emails, chats and SMS text from end customers real estate, servicing and mortgage related products;

* Center support of customer leads, account signups and enrollments while supporting current customers support needs: technology, process and accounts; and

* Compliance personnel for all programs and

* IT personnel that keeps technology systems supporting the contact center operations team.

* Successfully served delight for 500,000 visitors in first 3 days of launch at Xome

* Systems are web-based applications / hosted-software technology: dialer telephony, CRM, Email, chat and text using integrations of Five9, ZenDesk, Zopim, Nexmo.

* 10,000 calls per week at 95% customer rating satisfaction weekly (<05:00 ACT KPI)

* 15,000 emails per week at 96% customer rating satisfaction weekly (<4:30:00 ART KPI)

* 300 live chats per week at 96% customer rating satisfaction weekly (<5:45 ACD KPI)

* >300Text and Twitter in channel weekly

* Off shored team to Chennai, India

GM, General Manager, Operations Time Equipment Company 2014 – 2015 (Tech)

* Ensure the correct hardware/software is being delivered, software platform implementations on time and custom software projects delivered. Continuous enhancement to measure and improve team productivity, knowledge and profitability.

* Strategize, lead operations of the organization ensuring effective operations and motivated employees delivering results.

* Responsible for customer results, satisfaction, product implementation, issue resolution, service with ability to plan for and deliver at scale to meet client satisfaction with growth.

* Oversee operations, management including team & culture development, forecasting and reporting, best practice development and thought leadership delivering against KPIs and budget.

* Cultivate a winning culture to address retention and employee satisfaction, resulting in superior performance.

* Resigned to reunite with former CEO to deploy new company and product to market

CEO, Founder Performance Demand Marketing 2011 – 2014 (Tech Startup)

* Performance based digital marketing firm for lead generation.

* Bootstrap founded digital lead generation marketing company. Produced run rate $0 to $1M in 18 months.

* Spearheaded strategy, operations, and optimization for digital marketing services and direct marketing call center.

* Launched call center serving clients need for outbound direct marketing calls doing 28,000 calls/day.

* Led development of technology infrastructure and digital marketing campaigns.

* Established and deployed the infrastructure for: websites, affiliate network, enterprise email and data marketing.

* Executed digital marketing solutions with regard to CPM/CPC/CPA/CPL and Call offers across 5 discreet marketing verticals.

* Web/Display, Email, Internal Call Center, Affiliate Network - CPM/CPC/CPA/CPL. Built integrated technology.

* Assembled team to 17 people encompassing Tech, Media, Call Center, Sales, Support and Compliance, Management

* Directed operations, marketing management and analytics, web development/digital marketing, and financial issues, including strategy, operations, business planning and development, cost benefit analysis, and P/L financial performance

* Sold IP and closed the business

Manager Western US Territory Sales and Service Kentico.com 2011 (Tech)

* Collaborate with other sales staff to complement sales and marketing strategies across channels.

* Conduct direct channel marketing initiatives and email strategies.

* Formulate and execute plans to extend business with established accounts and to transact new business

* Propose new business and client development and technology executives and C-Level.

* Train partners and resellers engaged in producing web development, technology for web development and sales.

* Resigned to launch digital marketing company.

Manager Western US Client Development Teams EducationDynamics 2010-2011 (Tech)

* Lead client management team for services totaling more than $100 million in revenue annually.

* Managed team of 17 professionals with full responsibility for marketing and development of 60 plus clients.

* Identified and solicited new opportunities within lead generation, marketing and channel development.

* Resigned to fulfill 1 year non-compete within industry vertical.

(Consultant) Vice President of Business Development Memspring.com 2010 (pre funding Tech Startup)

* Key member of the executive team for company’s strategic direction and go to market.

* Spearheaded business development to penetrated markets, landing first wins on predeliverable product

* Executed strategic agreement partnerships to complete product scope.

* Manage multiple initiatives in start-up go to market environment - marketing, sales, support, channel development.

* Company closed at time of VC funding due to founder issues.

Director of Business Development GlobalScholar 2009-2010 (Tech Startup)

* Generated $10 million pipeline for sales and delivery in SaaS business, strategic partnerships with 7th and 20th US-based training companies, partnership with a top five ($458M) federal contractor in tech space, partnerships with 7 tier one business training companies. Landed GlobalScholar’s first private label and university level contracts.

* Built US team of 7 members in solution sales and post sales implementation.

* Strategic H.M.Harcourt partnership acquisition closed the private labeled vertical.

Manager Global Platform Customer Service Teams GlobalScholar 2007-2009 (Tech Startup)

* Built team of 35+ multinational service and sales talent (India and Bellevue, WA US). Offshored team to India.

* Spearheaded strategy and execution of operations for global support in 24/7 Global Customer Care Centers.

* Executed across organization: product and development, operations, finance, marketing and sales, external partners.

* Business unit owner with immediate, decisive steps daily to ensure customer relationships and experience

Manager Corporate Training Talyst 2006-2007 (Tech Startup)

* Established training department as a $440,000 profit center

* Engaged technical training and development for employees and clients – online and in person offerings

* Identified training needs based on projected product development changes, new releases (QFE/SE)

* Developed, implemented training, materials, multimedia aids, and other materials from training department in conjunction with product development team on full SDLC scope

* Resigned to assume global role with another startup

High School Principal Public Education 1994-2006

High School Teacher Public Education 1990-1994

EDUCATION

Montana State University-Bozeman: Masters/Administration, 1995, EDD-ABD/Administration, 1999

Carroll College: BA/Social Sciences, 1991

SEO Basics – Online Course 2010

Lean Six Sigma Greenbelt trained, No Exam Taken 2015 at Xome Labs

HONORS & AWARDS

Northwest Entrepreneur Network (NWEN) Startup Tech Finalist 2013, TechCockTail Startup Tech Finalist Fall 2012, Idaho Technology Council State Conference Planning Committee 2013, Idaho Technology Council Finance Committee 2013, Sales Person of the Quarter 2009, Recognized by PC magazine (2x) for leading the 31st & 38th of top 100 “Technology” schools nationwide, Statewide Principal of the Year 1999, President of State Administrators 1999 and Principals Associations 1998

KEY SKILLS

Account Management, Administration, Brand Management, Call Center Management, Complaint Resolution, Contact Center Management, Corporate Communications, Cost Control, Customer Communications, Customer Relations, Customer Retention, Customer Satisfaction, Customer Service, Customer Support, Customer Surveys, Data Decisions, Data Management, Field Operations, Incentive Programs, Issues Management, KPI, Media Relations, Needs Assessment, Networking, Policies & Procedures, Post Sales Support, Pre Sales Support, Problem Resolution, Process Improvement, Product Development, Product Management, Program Management, Project Management, Relationship Management, Root Cause Analysis, Sales Support, Scheduling, Service Benchmarks, Service KPI, Team Building, Team Management, Telemarketing, Training & Development, Digital Marketing, Operations, Executive



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