Customer Service Management

Dr. RICHARD C. FARMER

*** *. **. ********** ***** Blvd #703 Fort Lauderdale, Florida 33316 954-***-**** Office acwpl8@r.postjobfree.com

OPERATIONS/PROJECT/GEN. MANAGEMENT/TRAINING (Open to Travel and Relocation)

A resourceful strategist with strong Operations; Project Management and Business Expertise

Over 15 years of proven experience in training, managing, consulting and senior leadership roles while facilitating startups, turnaround, and growth situations. Highly skilled at working with executive teams to identify and develop curriculum, processes and procedures necessary to capitalize on market opportunities and achieve business objectives through better employee knowledge.

Operations MSP Oriented Employee Training P&L Accountability Project Management

Risk Management Staffing Contract Negotiations Process Improvement Creative Problem-Solving

Key Accomplishments

Business Development

●Developed and taught programs at the Master’s level in Beijing, China, South America and Japan.

●Created a professional marketing and business plan for a startup medical device company. Effectively researched and contractually negotiated with their third-party manufacturer, which allowed them to successfully bring to market a new medical device by saving them thousands of dollars in costs through selective supply chain partnerships. Worked with Manufacturer to ensure MDR compliance.

●Successfully launched a new telecommunications software development business to generate over $2.6M revenues in just two years. Earned AT&T’s ‘Business Leader of the Year’.

Strategic Planning

●Set up complete Operations for a $75mm International Project in Iraq; established relations with local government officials. Oversee complete installation and operation of large Pre-Cast Concrete Plant for Solid as well as Hollow-Core pre-Cast products.

●Established working relations with local Iraqi contractors for construction project –Maysan City

●Developed and implemented SACS (Southern Association of Colleges and Schools) accredited online distance learning programs adding 25% to a university’s annual revenues. The FAST-TRACK online pilot program I developed; it was trademarked and implemented across all campuses globally.

Professional Synopsis

Certified SIP Systems, LLC President- Middle East Division 2008 - Present

In this capacity I oversee the day-to-day operations of the business. Assure all compliance for doing business in Iraq; registered US Company in Iraq; built close relations with government officials from Ministry of Construction and Housing. Established Joint-Venture Company with local registered Iraqi company. Worked closely with Civil, Structural and Architectural Engineers to assure approval by Ministry Engineering staff of all drawings; including Electrical, Mechanical, Structural, and Architectural were completed to government specifications.

Director of Operations, AiM Medical Technologies, LLC (Currently - Consultant) 2004-Present

Directed the company through development phases for the launch of a new medical device, providing consultation on budgeting, strategic planning, and marketing to achieve maximum ROI. Obtained CE Mark approval for product sales in European market. Coordinated the FDA 510(k) application/approval process

for a new Class II medical device. Provided consultation on trademark, patent requirements, and trade name issues. Built a network of domestic independent sales representatives and utilized established distributors in Europe and Australia.

Dr. RICHARD C. FARMER

545 S. Ft. Lauderdale Beach Blvd #703 Fort Lauderdale, Florida 33316 954-***-**** Office acwpl8@r.postjobfree.com

Implemented customer service programs for clinical end users. Orchestrated targeted marketing campaigns for a product launch; generated product recognition through national trade shows.

General Manager/VP of Operations, (consultant) Orion Industries 2005-2006

Managed budgets, production, quality control, strategic planning, IT, and marketing. Led company turnaround and reorganization, developing new processes and procedures to minimize expenses while maximizing efficiencies and profits. Implemented protocol for overseas ordering with China to decrease ocean freight and in-land trucking expenses; coordinated with US Customs regarding product clearance. Met with sales staff to develop promotional targets. Created the employee handbook and negotiated a companywide healthcare program.

Campus President, Morrison University 2003-2004

Directed all aspects of operations, including budget and facility management as well as overseeing personnel. Established all business and educational processes to meet compliance issues. Oversaw equipment leases, license management, and consultant utilization. Ensured adherence to federal and state guidelines. Restructured operations to place candidates in top skills-related positions. Coordinated two-week international trips for MBA students as part of educational programs. Facilitated a campus relocation.

●Developed and executed a strategy to reduce academic course schedules from ten-weeks to six-weeks, maintaining course effectiveness while increasing revenue per program.

Campus Director, Whitman Education Group 2002-2003

Spearheaded community involvement and awareness activities and led efforts to raise operational efficiencies and customer satisfaction

●Lowered past due amounts from $1.5M to $11K in six months, a 77% cut.

●Implemented strategic action plans leading to a 20% overall expense reduction.

●Initiated business partnering and local job fair hosting to improve placement from 55 per six-month period to 83+ per six-month period.

Campus President, American Intercontinental University 1999-2002

Led business development and strategic planning initiatives, which earned the university national recognition for exceeding forecasted income and expenses; achieved $150K in net profit after taxes. Instituted a business unit focused on generating revenues and reducing costs campus-wide. Coordinated a reaffirmation visit by an SACS accrediting body to achieve a new five-year accreditation.

●Revitalized a business degree program by reviewing instructors and curriculum, revising course outlines and hiring experienced faculty. Successfully increased the undergraduate population.

●Orchestrated the implementation of an M.B.A. program.

●Directed the build-out of 10,000 sq. ft. facilities, resulting in expanded product lines and enhanced profitability. Negotiated the build-out to accommodate student and program growth, completing the initiative in six months.

Dr. RICHARD C. FARMER

545 S. Ft. Lauderdale Beach Blvd #703 Fort Lauderdale, Florida 33316 954-***-**** Office acwpl8@r.postjobfree.com

President/CEO, BMC Group, Inc. 1988-1999

Launched a $1.2M software development business. Developed strategic wholesale distribution channels in the U.S. and Latin America. Attended national and international tradeshows to generate product awareness. Managed customer service activities of PBX equipment for 524+ global dealers.

●Developed three voice products, Voice Change®, MiniXChange®, and VEX-lite®, establishing the business as a major player in the voice mail market.

●Negotiated the $2.6M company’s profitable sale in 1999.

Education

D.B.A. in International Business with a focus in International Management, Nova Southeastern University

M.B.A. International Management, Mercer University

B.S. Electronic Engineering Technology, DeVry Institute of Technology

B.B.A. Management Information Systems, Mercer University Mercer School of Pharmacy Program

Graduate of United States Naval Officers Candidate School and Special Warfare Operations

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