Customer Experience Consultant

DON THORPE

701-***-**** ******.******.*@*****.*** Linkedin.com/in/donthorpeconsultant

SUMMARY AND PROFILE

Customer Experience Expert / Entrepreneurial Mindset / Operational Excellence Practitioner A top-performing leader with extensive experience in business ownership, franchise management and customer success. Highly skilled in providing consultative services to various businesses; evaluating existing operations to identify inefficiencies, redundancies and risks; developing comprehensive strategies and process improvements to optimize workflow; driving internal controls; and enhancing profit growth. Collaborates to ensure adherence to overarching strategies. Trains and develops teams to improve performance, engagement and retention.

Core Competencies

Customer Experience Measurement & Analysis Customer Experience Design & Execution Process & Systems Improvement Team Leadership Development Customer Success / Retention Organizational Development Franchise Systems Creation & Execution Operations Management PROFESSIONAL EXPERIENCE

Bailey Real Estate Investments - Sunnyvale, CA

Leader - Land Disposition

2022-Present

Ran the income producing arm of the company, managing and selling the company’s inventory of vacant land. I worked daily with buyers, sellers, real estate agents, escrow/title companies and real estate lawyers.

Systematized the disposition department, created a daily system and processes for the department.

Sold 80% of the companies oldest properties in less than a year.

Worked with marketing to streamline and make the listings more appealing.

Drove under contract properties up by 34%

Thorpe Retail and Service Corporation - Bismarck, ND Chief Operations Officer

1981-2022

Direct daily operations, providing consultative services for franchise salons focused on business development and customer success. Outline budget and forecasting, as well as financial reporting, evaluating markets and launching comprehensive campaigns to deliver business growth and profitability.

Grew business from the ground up, developing a robust client pipeline, defining service offerings, and strategic planning for short- and long-term business goals.

Established and maintained a systematic coaching and mentoring model to maintain adherence to KPIs and growth objectives. Successfully increased revenue by 25% within one year, simultaneously reducing turnover by 30% and launching the business as the employer of choice in the marketplace.

Reached a peak of 3 salons owned with 42 employees, producing $1.7M in revenue. Shared Experience Consulting - Perham, MN

Customer Experience & Business Consultant

2009-Present

Conducted keynotes, presentations, coaching, training and workshops in the creation and execution of World Class Customer Experience using the IDEAL model (Inspire, Design, Execute, Align, Lead).

Create evangelists from clients and a sustainable competitive advantage.

Increase the quality of culture, morale and overall organizational health.

Improve the retention of team members, retention of customers and the referrals received.

Customer experience measurement and interpretation.

Generate and interpret insights of customer values, needs and expectations. Keller Williams Realty Professionals - Perham, MN

Real Estate Agent

2015-2019

Facilitated buyers, sellers and investors in purchase, sales and development of real estate properties. Provided insight on market trends, resources and procedures to drive enhanced client success and satisfaction.

Served on the Associate Leadership Council, guiding teams on business growth, policies, education, agent attraction and retention strategies.

The Rainmaker Group Inc. - Bismarck, ND

Customer Experience & Organizational Development Consultant 2005-2009

Provided consultative services to clients to garner enhanced customer experience and organizational development. Curated customized strategies to drive attraction, retention, development and promotion of candidates through use of psychometric assessments measuring behaviors, attributes, talents and values. Liaised with leaders and team members on results and corresponding strengths and weaknesses. Administered on-site evaluations of business models and customer experiences, developing learning programs to improve culture and customer satisfaction.

Successfully secured and completed consulting engagements for Concord Medical Center, Corporate Safe, Regis Corporation, Re Max Realty, Sanford Medical, Pioneer Hi-Bred Seed, Subway Franchise Group, Charity Lutheran Church and Aqua-Chem, among other national companies. EDUCATION AND OTHERS

Bismarck State College, Bismarck, ND

Bachelor of Business Administration (BBA) / Management Training & Licenses

Tri Metrics Certified

Dale Carnegie Course

PEO Training Camp, Clay Kelley

Graduate of Real Estate Institute

Minnesota Real Estate License

Certified Professional Behaviors Analyst

Certified Professional Values Analyst

Secret Service Certified from The DiJulius Group

Inspiring Champions Advanced Leadership Course

Real Estate Licensure Program, Kaplan Business College, Bloomington, MN

Seminars & Workshops on Management, Leadership, Communication, Interpersonal Skills, Customer Service and Human Resources

Attended and graduated from Groundworks SQT, Sales Qualifying Training Honors & Awards

Franchisee of the Year (six awards)

Coaching/Mentor Award (seven awards)

Community Service Award (eight awards)

National Franchise Advisory Council (five three-year terms)

Keller Williams Real Estate Associate Leadership Council

Franchise National Production Advertising Committee (one three-year term)

Contact this candidate