Vice President Business Development

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Russ Harbison

************@*******.*** 940-***-**** linkedin.com/in/russ-harbison-902b014b

SUMMARY

With over 30 years of experience Operations, I am a proven leader and problem-solver who drives operational excellence and customer satisfaction. I am a Certified RV Technician, Service Director and a Warranty Administration Expert, with extensive knowledge and skills in business strategy, organizational development, coaching, complaint management, business development, and start-up and management. I am well versed in reducing costs, increasing revenue and overall operations flow.

My mission is to leverage my expertise and experience to help organizations achieve their goals and create value for their stakeholders. I am passionate about applying my excellent organization and communication skills to manage and lead teams, and to foster a culture of collaboration, innovation, and continuous improvement. EXPERIENCE

Vice President Operations

CornerStone United January 2023 - March 2024

• ESC claims TPA services and contract management working in multiple product spaces. Responsible for US and Canada offices with supervision of Claims operations, Contract management and Quality

• Assurance.

• During my time with Cornerstone my team created a QA team for review and coaching of staff, created a training program for staff devolvement and growth, reduced overall claims cost by 18% with training programs and vendor negotiation.

• Worked with Teams in the US and Canada to increase productivity while reducing complaints.

• Full Profit and Loss responsibility for $110m in revenue with Budgeting goals and input.

• Created and modified multiple SOPs across the operations teams’ reducing complaints and increasing output. Vice President Customer Care

Specialized Dispatch Services March 2020 - January 2023

• Vice President of a specialty asset call center / consulting firm that worked with primary specialty assets such as RV's, Powersports and Commercial Trucking

• Worked directly with our partners designing programs for their clients as well as setting up vendor programs and supply chain programs

• Started program from ground up creating all SOPs, call flow, Call center set up, Program insights,

• vendor program as well as Warranty adjudication program. Full responsibility of operations profit and loss as well as training of staff and HR duties.

• Identified opportunities to improve business process flows and overall departmental productivity.

• Established performance goals for department and provided methods for reaching milestones.

• Maintained overall center NPS of 87%

Corporate Fixed Operations Director

Pete's RV Center September 2018 - January 2020

• Analyzed operational data using Excel and SQL to identify inefficiencies and opportunities for improvement and drove operational efficiencies across multiple RV dealerships in the group, enhancing service department productivity by 32% through strategic process improvements and advanced training programs.

• Reduced parts Shrink by 18% during my tenor by implementing cycle counts by category daily / weekly / monthly

• Reduced service policy by 47% by controlling quality, time out of service and giving Service directors more training and direction.

• Visited sites weekly to ensure overall standards were met and held weekly meetings with staff to relay upcoming / ongoing changes Multi Location Fixed Operations Director

Camping World May 2013 - February 2018

• Fixed operations Director for RV dealer locations in Albuquerque NM, Anniston Alabama and Denton Texas

• Became known as a "fixer" and was moved to multiple location to correct bad behaviors, train new staff and move to next location for same results.

• Increased Service revenue at the Anniston location from 172k month one on site to 386k month 16 onsite by changing workflow, RO tracking and moving the RV techs from an hourly role to a flat rate role.

• Implemented with the National Parts director training protocols for parts managers to reduce shrink, part ordering processes and tracking.

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Contact Center Director August 2005 -April 2013

Coach Net

Contact center director for 200 plus seat roadside service, contract management and technical support call center.

• Implemented training programs for increased customer service and employee retention.

• Involved in all proposals for service.

• Created QA team for reviewing call flow, customer service and satisfaction.

• Full P&L responsibilities for 35m in sales

EDUCATION

RVDA Certified Master Tech

RVDA Certified Service Director

RVDA Certified Parts Manager

RVDA Certified Warranty Admin

SKILLS

Contract Management

Quality Assurance

P & L Oversight

Contract Negotiation

Claims Handling

Claims Resolution

Third Party Administration

Fixed Operations

Product Management

Product Development

Training

Parts Inventory Management

Labor cost reduction

Workflow management

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