CEO, COO, CXO Operations & CX Expert Award-winning Executive

Bryce Porter

+1-902-***-**** *****@***********.** www.linkedin.com/in/bryceporter-pmg

SUMMARY

I am an award-winning entrepreneur, consultant, and executive with a decade of experience in customer experience, operations, and strategic leadership in the technology, software, and private equity industries. As a founder and investor, I have grown companies to multimillion-dollar revenues and worked with clients globally. As a consultant and executive, I have created hundreds of millions in new value and led companies to award-winning new heights. My leadership style is data-driven, agile, innovative, and collaborative, with a strong emphasis on ethical business practices. For more details on my experience and values, please visit my portfolio at https://bryceporter.ca. SKILLS

Budget Management Business Continuity Planning Business Model Design Business Strategy Centralization And Outsourcing Change Management Corporate Strategy Cross-Functional Collaboration Cross-Functional Team Leadership Cultural Transformation Customer Experience Leadership Customer-Centric Business Data Analysis Employee Engagement Leadership Financial Analysis Global Operations Management Go-To-Market Strategy Innovation Market Expansion Mergers And Acquisitions (M&A) Operational Restructuring Partnership Management Portfolio Leadership Product Management Profit And Loss (P&L) Management Profitability Optimization Project Management Recruitment And Talent Management Regulatory Compliance PROFESSIONAL EXPERIENCE

Founder and Chief Executive Officer July 2018 - Present Porter's Management Group Industry: Consulting, Professional Services, Business Services

● Founded, scaled, and sold a management consulting firm from a personal venture to a multinational enterprise, overseeing operations across 100+ locations in four countries and driving over $20M in ARR.

● Acted as principle consultant, business strategist, and fractional executive for companies ranging from $200M to $2.7B ARR, primarily across operations, customer experience, and corporate strategy functions.

● Achieved industry-leading outcomes for clients, with notable project outcomes including:

$34M in new retained Annual Recurring Revenue (ARR) by increasing customer retention to 88%;

An $8.4M reduction in support costs by reducing employee turnover by 23%;

A 97% SLA compliance and ticket latency reduction to only 15 minutes on average; and

Achieved a per-client ROI significantly exceeding industry standards, as high as 40x to 70x the initial costs. Chief Operating Officer July 2022 - January 2024

KMF Industry: Charity, Community Services, Education

● Directed revenue development, corporate partnerships, and financial strategy, ensuring sustainable financial performance and mitigating risk through diversified revenue streams.

● Developed and executed organizational strategy in alignment with board objectives, utilizing a data-centric, iterative approach to achieve a 300% improvement in program delivery times.

● Leveraged automation, workflow improvements, and cross-industry operating methods to support an almost 100% improvement in client retention, along with cost savings as high as 65% to 90% for some programs.

● Innovated a new revenue model, driving a 25% YoY increase by enhancing cross-selling services, creating value-added marketing opportunities, and developing revenue-positive programs.

● Devised and implemented sales and marketing strategies, crafting a compelling value proposition that doubled the number of sponsoring organizations and increased average sponsorship value by 30%. Executive VP of Operations and Acquisitions July 2020 - December 2023 Prestige1 Capital Industry: Private Equity, Hospitality, Real Estate

● Led global operations encompassing customer experience, multi-unit operations, and technical operations, as well as overseeing acquisitions and portfolio management initiatives.

● Facilitated portfolio expansion by 35%, adding over $200M in portfolio value and new revenue by boosting per-customer value by 22%, building a systematized acquisition model, and creating lean processes.

● Built a "people-first" corporate culture in alignment with company values, resulting in a 70% decrease in employee turnover and an over 100% improvement in average employee metrics.

● Reduced acquisition time by more than 60% by creating a new acquisition strategy and standardizing pre-acquisition analysis, leveraging cross-industry methodologies.

● Designed and implemented BPO solutions, greatly reducing costs and increasing NPS scores by 20%. Interim CEO December 2021 - October 2022

OneThought Technologies Industry: Business Process Outsourcing, Business Services

● Achieved 40% year-over-year growth and expanded the client base by 50% across diverse verticals, consolidating a robust portfolio of BPO solutions for traditionally underserved SMB clients.

● Built a culture of automation initiatives, process optimization, and continuous improvement, significantly enhancing operational efficiency, streamlining workflows, and reducing client expenses.

● Strategically restructured the organization, aligning with long-term goals by discontinuing services and partnerships that did not align with the company's future vision and strategic objectives.

● Led the strategic relocation of BPO services to the Philippines, overseeing site selection, local leadership recruitment, customer relations, and ensuring seamless business continuity during the transition. VP of Technical Operations and Customer Experience April 2022 - January 2023 IgniteTech Industry: Private Equity, Software as a Service, Enterprise Software

● Directed technical operations and customer experience for a 40+ product portfolio and ~$250M ARR.

● Reduced infrastructure costs by up to $90K per month per product through service usage analysis and a renegotiation of how infrastructure usage was calculated.

● Implemented automation and standardization to improve internal operational efficiency, increasing internal SLA attainment from 82% to 96% within six months.

● Improved the time-to-resolution for tickets to engineering, infrastructure, finance, account management, and sales teams by focusing on creating work units, saving 60% of wasted time. VP of Customer Support and Head of Training and Development August 2020 - April 2022 Trilogy Industry: Private Equity, Software as a Service, Enterprise Software

● Spearheaded transformative changes that improved CSAT by nearly 20% and doubled FCR within a year.

● Implemented standardized cross-functional operating strategy, leading to reduced time to resolution and elevated customer retention, utilization, and stickiness rates across products.

● Streamlined training program, resulting in a 50% shorter duration and 200% improved results for new hires.

● Oversaw automation and centralization efforts; moved business functions from each subsidiary to a centralized business unit and eliminated as much as 70% of the cost of specialized teams. Managing Director, Canada March 2019 - June 2020

Prestige1 Capital Industry: Private Equity, Hospitality, Real Estate

● Developed and implemented operational and P&L controls, creating regional business strategies and marketing plans, resulting in the highest performing region within the company for three consecutive quarters.

● Pioneered a new white label service, allowing local business owners to use Prestige1 infrastructure during seasonal downturns, doubling business infrastructure utilization, and adding a new B2B revenue stream.

● Utilized technology and automatic monitoring to generate customer experience insights in real-time, driving data-backed decision-making.

Director of Customer Support August 2016 - May 2018 Kraken Digital Asset Exchange Industry: Financial Services, Digital Asset Management, FinTech

● Greatly improved customer retention, exceeding CLV and utilization rates by more than 20% in the first year.

● Led a team of ~300 individuals globally across support, success, and account management business functions, effectively building high-quality and motivated teams, supported by 12% reduction in employee turnover.

● Played a pivotal role in implementing the new GDPR regulations, collaborating closely with legal and compliance teams to ensure seamless adaptation and compliance with regulatory changes. EDUCATION

Masters of Business Management Present

Australian Institute of Business

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