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Operations and technology executive

Durham, NC
December 03, 2019

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Chapel Hill, NC Direct 919-***-****

Business and Technology Leader

Highly collaborative leader who is able to quickly assess opportunities and challenges, gain stakeholder alignment and execute plans to achieve results exceeding expectations. Trusted and respected by coworkers, clients and peers to provide advice, direction and leadership with an unwavering focus on delivering business value.

Notable Career Highlights:

Served in multiple roles on senior leadership team which drove Ecommerce revenues from less than $10 million to $200 million during tenure.

Served as strategic Leader with overall responsibility of leading cross-functional IT, Operations, Customer Service and Ecommerce teams.

Provided project leadership to multiple ERP and Ecommerce platform selections and implementations, including SAP ERP, SAP CRM, Sage X3, Microsoft Power BI, Salesforce, IBM Websphere Commerce, Shopify Plus and WooCommerce.

Implemented enterprise governance processes to identify high priority strategic initiatives. Aligning business strategy with IT capability and execution.

Areas of Expertise:

Organizational Leadership

Strategic Planning


Account management

Digital Marketing

Program Management

Business Process Re-engineering

Software Selection/Implementation

Project Budget Ownership

P&L Ownership

Vendor Management

Contract Negotiations



Company designs, manufactures and sells drapery hardware, custom lighting and decorative trimming through multiple brands. Hired to create scalable business process to support high growth.

Chief Operating Officer July 2018 – Present

Highlights Include:

Documented and re-engineered all core business processes, resulting in efficiency gains and error reduction. Specific attention given to improving order management, customer service, supply chain and fulfillment processes.

Evaluates, selects and implements new technologies to support advanced business processes.

Implemented improved sales forecasting, budgeting and cost management processes, improving timeliness and visibility of all key P&L drivers.

Provide human resources management, including policy documentation, new hire recruiting and performance evaluation.


Independent technology consulting firm providing a wide range of technology and management consulting services. Served as the organization’s Ecommerce subject matter expert while providing leadership to multiple project types

Lead Ecommerce platform selection and implementation projects for multiple industry leading manufacturing clients.

Provided program management and change management leadership for a Sage X3 ERP implementation.

Created a technology roadmap for a medical device company. Lead selection of company’s BI and CRM tools.

Performs holistic Ecommerce assessments. Engagements involve analysis and recommendations for more than a dozen key Ecommerce success factors, including platform, digital marketing fulfillment strategy and much more.


Provided technology consulting services to companies with a desire to maximize the value of their technology investments.

Provided Ecommerce optimization reviews, including analysis of platform strategy, product merchandising and checkout process.

Conducted digital marketing assessments with detailed multi-point analysis and recommendations.



Multi-channel retailer employing more than one thousand employees to take and fulfill over one million orders annually through thirty-six websites. During my time as a leader at SEI, the company grew from a small catalog business with a few million dollars in annual sales to a complex multi-site enterprise with over $200 million dollars in annual revenue.

Chief Information Officer/ Executive Director of Technology October 2012 – March 2016

Highlights Include:

Created and managed annual technology operating and capital budgets exceeding $25 million.

Led cross-functional requirements gathering and software selection for ERP system and Ecommerce platform.

Provided program management for 80-person project team implementing SAP ERP, SAP CRM and IBM Websphere Commerce.

Negotiated multi-million dollar software and services contracts and provided vendor management, including replacing low performing vendors.

Created a high performing 45-person IT department composed of software engineers, systems administrators, web developers, web designers, digital marketers, network infrastructure resources and business analysts.

Provided the technology perspective in all strategic discussions at the senior leadership level.

Director, Strategic Initiatives September 2011 - September 2012

Highlights Include:

Designed and implemented enterprise governance process to align leadership team on strategic priorities. Created a transparent and effective process for evaluating competing priorities based on resources required and potential contribution.

Provided leadership to teams executing strategic priorities which resulted in multi-million dollar cost savings and incremental revenue generation in each prioritization cycle.

Director, Operations May 2007 - September 2011

Highlights Include:

Designed and implemented productivity and accuracy standards for distribution center employees resulting in 100% productivity gain and a 70% reduction in errors.

Designed and implemented fulfillment associate incentive programs which increased employee compensation by an average of 15% while resulting in an equal reduction in departmental labor costs.

Technology and fulfillment lead for distribution process re-engineering and automation project which lowered labor costs and increased customer satisfaction by increasing same day shipments more than 25%.

Championed and lead an ongoing Net Promoter Score program which achieved industry leading NPS score of 70+ on a consistent basis.

Provided leadership development for managers and supervisors which increased employee satisfaction and reduced turnover.

Director, Contact Center January 1997 - April 2007

Highlights Include:

Served as the accountable leader for a customer contact center experiencing tremendous contact growth. Center grew from 40 representatives to 250 under my leadership without sacrificing service quality or reducing customer loyalty.

Implemented productivity, quality and sales metrics for service representatives. Achieved 80% reduction in call abandon rate without increasing labor costs as a percent of sales.

Lead selection, implementation and administration of telephony system routing more than one million annual contacts.

Designed and implemented credit card fraud prevention processes which reduced fraud by 85%.

Lead selection and implementation of workforce management solution which increase staff efficiency by 20%.


University of North Carolina at Chapel Hill

Bachelor of Arts in Economics and Radio, Television and Motion Pictures

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