Senior operations management professional

KAREN M. MERRIMAN

**** ******* ***, *** *****, California 92124

Cell: 858-***-**** • **********@*****.*** • http://www.linkedin.com/in/kmerriman

SENIOR OPERATIONS MANAGEMENT

OPERATIONS EFFICIENCY ~ TRAINING & DEVELOPMENT ~ FINANCIAL MANAGEMENT

INTERNATIONAL GROWTH STRATEGIES ~ STRATEGIC BUSINESS DEVELOPMENT ~ CONSENSUS BUILDING

* Senior management executive with extensive experience on both the wholesale and retail level in sales, customer service and finance.

* Proven leadership demonstrated with global icons such as Porsche Cars North America and Volvo Cars of North America.

* Recognized as a partner in, and strategic leader of, global cross-functional competency teams.

* Strategist and practitioner with a proven record of achieving quick turnarounds with measurable and sustainable improvements to business structure, process, organization and ultimately the bottom line.

* Ability to keep change simple yet effective while facilitating its acceptance swiftly throughout the organization.

ADDITIONAL KEY AREAS OF EXPERTISE

Corporate Identity * Sales & AfterSales * Curriculum Design

Budget Management * Strategic Partnerships * Human Resources

Executive-Level Leadership * Team Building * Six Sigma Green Belt

Global Strategic Vision * Sales Management * ISO 9001/14001 Expertise

EMPLOYMENT BACKGROUND / TRANSFERABLE ACCOMPLISHMENTS

Elliant Technologies Automotive Network, Inc. - Carlsbad, California 2007 - Present

A high-tech start-up company providing Internet sales tools to enhance the customer to dealership on-line experience. The etShowRoom™ online customer interface is designed to provide potential dealership customers with the ability to search, browse and learn more about vehicles they are interested in through an intuitive, easy-to-use web portal.

President (2007 - Present)

Elliant Technologies Automotive Network

Responsible for the planning, direction, creation and execution of sales and service plans for high tech start-up organization. Work closely with software development team to produce unique patent-pending application. Secure $1MM of venture funding. Management team includes two company founders.

* Created business plan, budget and financial statements. Developed relationships with Venture Capital providers to fund company.

* Secured beta dealer agreements for test sites with two largest San Diego County dealer groups.

* Negotiated exclusive marketing agreement with Ziegler SuperSystems, the highly respected automotive dealer consulting group.

* Contracted software development with GMR WebServices as the exclusive provider for Elliant. Set up servers and redundancy with RackSpace.

* Test marketed concept at the National Automobile Dealers Association meeting in San Francisco in 2008, where product was greeted with great fanfare and a waiting list of twenty-five dealer groups was created.

PORSCHE CARS NORTH AMERICA, LLC - Atlanta, Georgia 2004 - 2007

A Porsche subsidiary that exclusively imports Porsche cars and Cayenne SUVs to North America. PCNA franchises more than 200 Porsche dealerships in the U.S. and Canada and provides marketing and training for the dealers.

General Manager, Porsche Academy (2004 - 2007)

Porsche Cars of North America

Responsible for the planning, direction, creation and execution of sales and service, technical and non-technical training programs. Work closely with Porsche AG (PAG) Sales and Technical Training groups. Provide executive level developmental strategies to North American Board of Directors including the CEO and other Executive Committee members. Incorporate Porsche’s North American and Global business goals into an overall learning strategy. Staff consists of 16 employees with two department managers. Dealer learner population consists of approximately 5,000 people in all roles from sales through technicians. Responsible for delivering all product and brand in-house training to 300 PCNA employees located throughout the U.S. and Canada. Manage three technical training schools in California, Georgia and New Jersey, with an overall budget responsibility over $7.5M.

* Created Porsche Academy by consolidating all training for Porsche Cars North America (PCNA) under one roof.

* Developed and obtained approval for an International Sales and AfterSales Skills Initiative task force with Porsche AG and major key markets. (U.S., U.K., Germany and Latin America). Plan was endorsed and funded for €7M over the next three years by the Porsche AG Board of Directors. Project resulted in a year-one revenue increase of $100,000 worldwide.

* Headed implementation of global learning management system. System was piloted at PCNA and will be rolled out to all Porsche markets worldwide over the next 24 months. Led the creation, development and delivery of globally accepted job descriptions and competency lists for key dealership and Porsche corporate roles that will be applicable to all Porsche markets worldwide reducing PCNA’s development cost to time invested in the project. This netted a savings of over $250,000 to the company.

* Instituted Level Three Kirkpatrick Evaluation Methodology at Porsche. Progressively increased knowledge retention for major initiatives (70% of attained Carrera competency, 77% of attained Cayman competency, 83% of attained Boxster competency). Increased Sales and AfterSales competency has yielded immediate customer satisfaction results with a measurable contribution to record corporate Return on Sales figures of 6.2 % (target return was 5.8%) for 2007 fiscal year end.

* Provided a rapid tactical response by delivering tailored Cayenne Initial Quality Satisfaction Training Courses to meet immediate business needs. Training delivered to over 1,500 learners. Primarily through these and other PCNA and PAG quality improvements directed at the Cayenne, Porsche moved from 13th place to 1st place in the 2006 J. D. Power Initial Quality survey.

* Created tools and processes that would allow close management of expenses, as well as fixed and variable costs. This resulted in an average under budget close of 11% each of the past three years or approximately $825,000 per year. Even with this closer management of expense, we were able to expand new product launch training to encompass all disciplines within the PCNA and the dealership environment. Increased average attendance by 53%. Designed award-winning training videos.

* Migrated Porsche from a wholly classroom based format to a robust, multi-media format that matches learning objectives and learner needs to the best delivery format. Adopted blended learning approach consisting of drive programs; classroom; web-based training; self-study guides and pod casts. Blended approach and increase of web training allowed the average Porsche dealer to reduce their training expense by $2000 per year.

o Course catalog consists of 40 technical classroom courses; ten non-technical classroom courses; 50 general web-based courses; five pod casts and five workbook based programs. Certification is maintained through monthly exams. Established specific content for diverse user groups dealers (sales, technical, non-technical AfterSales), PCNA and Porsche Affiliates (outsourced call centers, professional driving instructors).

* Spearheaded recognition and retention initiative to create a program that measures knowledge, competency, individual customer satisfaction scores and performance matrices. Program approved by Board of Directors and is currently in discovery and benchmarking phase.

VOLVO CARS OF NORTH AMERICA, LLC - Irvine, California 1991 - 2004

A subsidiary of Sweden’s Volvo Car Corporation responsible for the sales, distribution and marketing arm of Ford Motor's Volvo brand in the U.S. and Canada. VCNA franchises over 450 Volvo retail locations in the U.S., Canada and Mexico and provides distribution, marketing and training for the dealers.

Manager, Retailer Training & Development – Volvo University (2000 - 2004)

Volvo Cars of North America

Matrix reporting to Executive Vice President, Sales Operations and Director of Organizational Development. Managed Volvo University with budget responsibility over $15M. Worked closely with divergent populations including Volvo Finance North America, Volvo Retailers, Volvo Car Corporation Sweden, as well as external suppliers. Maintained relationships with Volvo retailers. Staff consisted of 4 managers, 12 technical training instructors with matrix reporting to AfterSales and 12 product training specialists with matrix reporting to field organization regional managers. Learner population consisted of 350 U.S. Volvo Cars North America internal employees and 10,000 learners, including all roles from sales through technicians, with 12 technical training schools.

* Founding member of Volvo’s Global Competency Development Team which is comprised of training and competency managers from all of Volvo’s major market areas worldwide. Deployed new competency-based approach to learning. U.S./Canada was the first market to adopt the Volvo Competency Management System. Implementation costs reduced an initial $275,000 plus year-one fee reductions of $100,000 due to global versus North American market implementation.

* Instituted Level Three Kirkpatrick Evaluation Methodology at Volvo. Six months after completion of XC90 Training, sales consultants and service advisors retained over 80% of attained competency. Early, comprehensive training directly impacted presales of the XC90 which totaled 27,000 units, a pre-sale record that stands to this day.

* Moved Volvo from a classroom based training format to a blended learning environment matching learning objectives to the appropriate delivery format. Programs included drive workshops; classroom; closed network satellite broadcasts, both synchronous and asynchronous; web-based training; and self-study guides. Transferred programming from business television to asynchronous web streaming of video courses.

o Course catalog consisted of 40 technical courses, 34 non-technical classroom courses; 30 non-technical web-based courses; 5 video-based, web delivered competency objects that can also be used in customer facing situations; 12 workbook based self-study programs; and over 50 VENSTAR multi-discipline business television programs.

* Worked closely with VCC in Sweden and U.S. product teams to develop launch programs. With product planning team, strategically planned competency approach for aggressive semi-annual release of new models. Led development of award-winning materials for launch of XC90 and all new Volvo S40. XC90 Launch Training and R Launch were rated in the NADA Retailer Satisfaction Survey as “the best launch training” ever received. Achieved average score of nine out of a possible ten exceeding all other European luxury makes.

* Maintained overall strategic vision to integrate corporate business needs with learning goals. Supported and communicated best product, best experience and best value (Volvo Cars Business Model) by developing the Volvo retailer’s “people expertise” and professionalism.

Manager, Retailer Training & Development (1994 - 2000)

Volvo Finance North America

Worked closely with members of the sales and marketing leadership team at Volvo Finance and Volvo Cars on an ongoing basis. Staff consisted of one manager and 10 product training specialists with matrix reporting to field organization zone managers.

* Created Volvo Finance North America’s (VFNA’s) entire lease and financial services training program based on market and Volvo Finance needs. Instituted matrix training function with regional team members as trainers resulting in $300,000 annual savings to Sales Operations team (Green Belt Project).

* Became champion and led retailer training project for the communications/win-back team (members from Land Rover, Jaguar, Primus, Volvo Cars, Lincoln Mercury, Ford Credit and Volvo Finance) as a part of the Premiere Automotive Group - customer value project.

* Within training customer value team identified synergies and inter-company training and development opportunities. Completed white paper analysis of equivalencies and curriculum for all Premier Automotive Group companies. Implemented training joint development and delivery processes.

* Instituted program of joint training and development meetings for all Premiere Automotive Group training managers on a quarterly basis with monthly teleconferences.

End of Lease Manager (1993 - 1994)

Volvo Finance North America

* Managed staff of 36 employees in a call center environment. Implemented use of ADP finance equipment to extend customer contracts and arrange financing for end-of-term agreements reducing dependence on temporary help and resulting in net savings of $160,000 per year. Set up joint GE Capital – VFNA team to manage overflow call volume resulting in fully employing 6 underutilized, fully trained GE headcount.

* Oversaw the maturing of 45,000 leases in one year, a record for Volvo Finance. Department responsible for working directly with Volvo retailers to encourage customer loyalty. 52% of these customers leased a new Volvo. 19% either re-leased or arranged used financing for their existing Volvo. 8% paid off their vehicles and 21% went to auction as lease turn -ins. These results are still considered the benchmark for Volvo customer loyalty today.

Regional Manager (1991 - 1993)

Volvo Finance North America

* Managed territory of eight states and 68 retailers in the Midwest Region. Maintained and average lease and finance penetration of 60% in a non-program environment. Reviewed business, goals and all financial information.

** Early career includes progressive sales, marketing, retail and financial management roles with Citicorp Auto Financial Services, Garton Motor Company (Volvo), BMW of San Diego, Rancho Olds/Saab and Bank of America.

EDUCATION

MBA, Strategic Leadership, Amberton University, Dallas, Texas

BS, Business Administration - Marketing, California State University Long Beach, Long Beach

LANGUAGES

Conversant in Spanish, German and Swedish

ADDENDUM

PUBLICATIONS

International Society for Performance Improvement - PerformanceXpress - September 2003

PROFESSIONAL MEMBERSHIPS

American Society of Training & Development

National Association of Female Executives

International Society for Performance Improvement Staff

AWARDS / RECOGNITION

Silver Telly - The Telly Awards for Outstanding Video and Film Productions Boxster Launch Video

Bronze Telly - The Telly Awards for Outstanding Video and Film Productions Quality: A Core Value Video

Bronze Telly - The Telly Awards for Outstanding Video and Film Productions Volvo Care for the Environment Video

ADDY Award - Citation of Excellence - for Creative Print Excellence S40 Launch Training Kit

ADDY Award - Sales Promotion - American Advertising Federation’s ADDYs S40 Launch Training Kit

Gold Award - Brandon Hall Excellence in Learning Awards XC90 Web-Based Training

Volvo Finance - Creation of College Graduate Leasing Program

Bank of America-Statewide “Top Salesperson”

BMW of North America - Top Twenty European Delivery Sales

Toastmasters. First Place Speaker - “Table Topics”- Area 43

One Touch Users Group and Convergent Broadcasting Users Group - VENSTAR (Volvo) “Programming Excellence”

OTHER QUALIFICATIONS

Kirkpatrick Four Level Evaluation Certification (2006)

ISPI- National Seminar Presenter - Performance Based Instructional Design Conference (2003)

Ford-Volvo (GE Capital Joint-Venture) Six Sigma Green Belt Certification (2001)

Ford Breakthrough Sales Effectiveness Facilitator (2000)

Langevin Training Director Certification (1999)

Toastmasters-Vice President Membership (1997-1998)

Certified Zenger-Miller Facilitator (1998)

National Vehicle Leasing Association (NVLA) National Board of Directors (1986-1987, 1987-1988, 1988-1989)

National Vehicle Leasing Association (NVLA) Chapter Chairperson (1980, 1981, 1987-1988, 1988-1989)

American Marketing Association - VP Activities (1985-1986) - Newsletter Editor (1983-1985)

National Vehicle Leasing Association (NVLA) - National Presenter - ABC's of Leasing, Leasing for Managers (1989-1990)

ISO9001 - Four Years of Departmental Zero-Defect Audits

ISO-14001 - Four Years of Departmental Zero-Defect Audits

Learning Management Systems: Stars, PeopleSoft, NextLearn, Oracle iLearning

COMMUNITY ACTIVITIES

American Heart Association Fund-Raiser

American Diabetes Association Fund-Raiser

Juvenile Diabetes Research Association Team Leader

Habitat for Humanity

Contact this candidate