SENIOR OPERATIONS & GENERAL MANAGEMENT EXECUTIVE

25+ years of leadership experience with solid strategic and tactical expertise in multi-site and multi-industry operations, fiscal management, sales, client/product development, and Information Technology. Expert at scaling operations from startup or turnkey and planning/executing mission-critical business initiatives distinguished by triple digit revenue gains and achieving profitability objectives despite facing a rapidly fluctuating global economy. Successful at formulating effective go-to-market strategies and negotiating multi-million dollar transactions against larger, more entrenched competition. Coordinated analytics, cross-team performance, process improvement, and establishment of critical metrics and key performance indicators (KPI) in multiple disciplines.

Core Competencies & General Management Strengths Include:

-Strategic/Ops Planning & Financial Alignment

-Forecasting, Capital Planning & Budget Recon

-Financial Turnaround & Performance Enhancement

-Enterprise Implementation & Process Change

-Margin Improvement Initiatives & ROI Development

-Product Design & Cost/Cycle Time Optimization

-Cultural Promotion and Development

-Organizational Development and Succession Planning

-“Voice of the Customer” Analysis and Engagement

-Operational Metrics Alignment

PROFESSIONAL EXPERIENCE

HOLIDAY SYSTEMS INTERNATIONAL

Senior Operations Manager/Director 2016-2016

Private Services Travel Aggregator

Operational accountability for Travel Sales, Marketing, B2B, Customer Care, Quality Assurance, Analytics, Inventory and Support Services. Improved operational performance systems and engaged new processes and policy which reduced YoY churn by 20%, and increased sales/bookings of resort weeks and hotels by 45%. Implemented organizational cross-functional training to enhance capture of ocean and river cruise sales, preventing 30% increase in labor by increasing agent utilization. Created new quality monitoring initiatives and developed software, as well as engaging new outbound marketing and dial campaigns, achieving a 40% increase in target penetration and 20% increase in sales and renewal conversion. Created dashboard reporting for relevant metrics and KPIs, allowing for a shift to strategic planning from 90% tactical.

THE PASHA GROUP/PASHA HAWAII

Director, Operational Research and Process Execution 2013-2016

Global Logistics and Transportation Services

Operational accountability for Customer Service, Container Registration, Claims, Accounts Payable and Receivable, and Reporting and Analysis for the Military Relocation Division of The Pasha Group as well as Pasha Hawaii and Gateways International. Coordinated full service relocation for military members via Alaska shipping lanes as well as global transportation for Department of State and other US Government Civilian personnel. Developed processes in an inbound and outbound matrixed service center environment from start-up (20 personnel) to and through peak capacity in the Reno, Seattle, and Phoenix locations (currently over 100 personnel), with IT Operations Support, Systems Integration, and Infrastructure oversight.

LAPTOP AND DESKTOP REPAIR, LLC

Vice President, Business Development 2012-2013

Re-Commerce/Remarketing for Portable Consumer Electronics

Overall responsibility for corporate performance, to include two US companies and one off-shore SEO/Marketing company in Manila, Philippines. Drove results to bring corporation to profitable levels from significant deficits in less than six months. Standardized policies and procedures and initiated programs to improve quality, increase cost control, and enhance culture. Successfully consolidated two local facilities with disparate cultures (both operating under different corporate names) into one. Modified and trained new leadership structure.

For Lansdon B. Robbins III (2006 – 2011)

PETFIRST HEALTHCARE, LLC

Vice President, Operations 2008-2011

SERVICENET SOLUTIONS, LLC

General Manager, Operations 2006-2008

Health Insurance for pets, Warranty/Tech Support Admin for Consumer Products/Electronics

Held operational accountability for Sales, Customer Service, Claims, Training, Reporting and Analysis. Developed processes in an inbound and outbound call center environment from start-up to peak capacity. Developed a three year roadmap and personally implemented operational structuring, to include quality assessments, outbound campaigns (at a 36% outbound conversion in first month), enterprise CRM integration, merit increase system, and statistical reporting. Drove quality of service initiatives by creating and growing specialized areas, such as Performance Improvement, IT, Workforce Management, and Consumer Relations.

-Replaced ineffective management, revamped training, and eliminated repetitious layers, transitioning operations into a sales and customer service driven enterprise. Raised sales conversion from 2% to over 40%, leading sales to achieve the #1 position in Louisville’s Fast Fifty in 2010 for three year revenue growth.

-Reduced policy holder churn and bad-debt risk by over 86%, bringing company into profitable levels three years earlier than projected.

-Successfully on-boarded a $20MM portfolio, providing critical support in achieving a $7MM EBITDA.

-Established reporting, analysis, and managerial process improvements, increasing agent utilization from 40% to 70%, reducing call center staff holistically from 400 to 187 FTEs, saving over $8MM in capital by eliminating the need for a remote overflow center.

-Drove continuous operational enhancements, to include Net Promoter Score customer surveys, enterprise tech replacement and cross training, eliminating overly redundant management layering, reducing operational budget from $13MM to $9MM.

-Created, facilitated and evaluated a six-week operational leadership training program focused on mid to senior level managers (Leadership Academy). -

EMPIRE TODAY, LLC

General Manager, Workforce 2005-2006

Home Improvement

Drove operations in multiple locations from start-up. Established standardized reporting and analysis and performance KPIs. Consolidated centers from a virtual standpoint, allowing for cross-functional redundancy and improved capture rate, lowering staff and increasing revenue generation by $6MM in 2006.

WESTERN WIRELESS/CELLULARONE

Mgr, Call Center Performance and Analysis 2003 – 2005

Telecommunications Sales and Service

Established operational direction and ensured Lean status of the $75MM Customer Care department. Provided real-time and historical operational forecasting and analysis for two centers in a subscriber based telecommunications organization. Authored and published several white papers and presentations relevant to call center performance management, and infrastructure support tools.

-Cross trained IT and operations staff in both locations, saving over 25% of budgeted department labor ($200K) in 2004.

-Reengineered and simplified performance metrics, allowing for significant increase in employee retention (Attrition previously at 140% - reduced to 65%).

-Created, facilitated and evaluated call center startup training program where the trainee is responsible for opening, staffing, equipping, training, and shipping catalogs for a hypothetical call center for three operational months with a set budget (Call Center Tycoon).

For Steven Thomas – (1998 – 2003)

EASTBAY/FOOTLOCKER.COM

Work Force (Operations) Director 2001-2003

DAMARK INTERNATIONAL/CLICKSHIP DIRECT

Staff Operations Manager 1998-2001

Catalog and Store Retail and Sports Apparel Sales, Customer Service and Member Services

First and third party client management in a cross-functional service bureau environment. Accountable for $20MM employee budget, forecasting, adherence, tracking and analysis. Cloud allocated inbound volume between domestic and eight contracted service bureau providers. Established KPIs that increased measurable performance of centers, saving $5MM in labor.

-Reduced Cost Per Call Handled Rate from $2.54 to $1.57, saving over $1.6 MM in operational cost in 1999 and 2000.

-Performed statistical analysis of incoming calls pertaining to corporate and client sales, and ensured proper call center associate placement for up to 1,500 employees in three 24x7 call centers and outsourced entities.

-Integrated Kana/Lipstream Voice Over IP (VoIP), InterVoice/Brite IVR and Syntellect IVR installs and configuration, and upgraded staffing management platform from FoxPro to SQL structure.

UNITED STATES AIR FORCE

Survival Instructor/Paralegal Journeyman -1990-1997

Adjudicated over $10MM in property, medical malpractice, tort, and disaster claims; led Carrier Recovery efforts for military personnel from transportation between assigned bases. Managed casework pertaining to Courts-Martial and Non-Judicial Punishment, ensuring all documents were legally sufficient. Conducted Survival, Evasion, Resistance and Escape (S.E.R.E.) training for over 500 U.S. and international officers, enlisted, and civilian personnel. Supervised training of high-risk curriculum for various special units. Served as senior job controller for 2d Civil Engineering Squadron for base facility and housing maintenance/repair; responsible for over $2B of government real property and mobile equipment. Served as 2BW/JA Network and Systems Administrator.

-Selected by Legal Services Agency to test the Armed Forces Claims Information Management System, Version 2.0 (AFCIMS2), a claims adjudication program used by Department of Defense legal agencies.

-Coordinated squadron relief efforts for 34K Haitian refugees at US Naval Base Guantanamo Bay, Cuba in 1991.

EDUCATION and TRAINING

American Management Association

USAF Judge Advocate General School

- Executive Leadership Training – (2012-2013)

-Military Law, Tort/Claim Law – (1994-1995)

Community College of the Air Force

-BS, Business Management – (1992-1996)

USAF Combat Survival School – Instructor Branch

-Survival, Evasion, Resistance, Escape (S.E.R.E.) – (1990-1991)

National Conference on Ops and Fulfillment

-Call Center and Distribution Ops - (2004 and 2006)

Six Sigma

-Ops and Statistical Analysis, Process Improvement - (2004)

TalentKeepers

-Employee Retention - (2004)

Dale Carnegie

Organizational Leadership - (2001)

SKILLS

- P&C Insurance Licensed in all 50 states and D.C

- Surplus Lines Insurance Licensed in all 50 states and D.C.

- Microsoft Office Suite (inc. PowerPoint, Access, and Visio)

- Kronos TimeKeeper/Archiver

- SAP BusinessObjects

- Sigma Systems Enterprise Product Management (EPM)

- mySAP CRM suite

- Siebel Analytics

-- Aspect e-WFM suite (Versions 4.x – 7)

-- Blue Pumpkin Director Enterprise

-- Envision Telephony Suite

-- Cisco Media Blender

-- Lucent CentreVu Suite

-- AT&T Interactive Advantage and Route It!

-- IVR – Syntellect, InterVoice/Brite, Cisco, and Aspect

-- Avaya Definity G3r, G3i, IP400 VoIP PBX

-- Kana Response, Kana Real-time

-- Vanilla Soft Outbound Dialer

-- SQL

-- MiniTab14/15

AWARDS and ACCOLADES

-#1, Louisville Fast Fifty for largest three year revenue growth (2010)

-USAF 2BW Airman of the Quarter; (Q1 1995)

- PEAK Achievement Award; nominated by direct reports (2004)

-USAF 2BW Airman of the Month, (Sep 1994)

-- Damark Director’s Award; nominated by Exec staff (2000)

-USAF 2BW Airman of the Month, (Dec 1994)

REFERENCES

Teresa Duffy

The Pasha Group

Executive Director, Center of Excellence

510-***-****(c ) acwcq8@r.postjobfree.com

Charlene Arazosa

IGT

Lansdon B. Robbins III

HR Director

775-***-****(c) acwcq8@r.postjobfree.com

Chairman of the Board, Founder/Owner

PetFirst Healthcare, ServiceNet

502-***-****(c) acwcq8@r.postjobfree.com

Samuel P. Delaney

Chief Financial Officer

PetFirst Healthcare

812-***-****(o), 404-***-****(c) acwcq8@r.postjobfree.com

Jeff Sadtler

Chief Information Officer

RecoverCare, LLC

812-***-**** (o), 812-***-****(c) acwcq8@r.postjobfree.com

Steven Thomas

Executive Director, Customer Care

Medical Arts Press

763-***-****(o), 952-***-****(c) acwcq8@r.postjobfree.com

Kurtis Mishler

Owner, Principal

Pridestaff, AxiomOne

502-***-**** (o), 502-***-****(c) acwcq8@r.postjobfree.com

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