Client Sales and Services Executive with a blended background in Sales and Operational leadership. Recognized for leading significant organizational change for mid-market and Fortune 500 Technology and Business Process Outsourcing Companies.

* Global Operations * Consultative Sales * Business Process Outsourcing * Partner Management * Profit & Loss (P&L) * Turnaround Management

* Customer Relationship Management (CRM) * Change Management * Process Reengineering

Key Accomplishments

* Grew top line revenue 400% in three years at a large, high growth software company *

* Recognized for top sales leadership of multiple sales teams with revenue up to $80M

* Drove outsourcing of $60M global support operation

* Increased partner satisfaction for $750M reservation team to #1 in industry

* Led start-up of customer contact center for Fortune 500 company

Career Summary

Vice President, Business Development, eCreek Solutions Group, July 2009 to July 2010

Recruited by the President to develop the company’s first client relationship and business development strategy and to lead the Business-to-Business Demand Generation organization. Served as a key member of the executive team.

* Determined unique value proposition, productized the service offerings (including the re-launch of the Web presence and marketing collateral), and defined the target client profile.

* Increased Business-to-Business Demand Generation revenue by 100% in six months.  Restructured operation focusing on key client metrics. Implemented new processes and agent

training to drive quality and productivity increases.

Director, Trade Support and Service, Royal Caribbean Cruise Ltd., July 2005 to December 2008

Recruited by the VP of Trade Support & Services to launch the West Coast Customer Contact Center for this $6B travel and tourism company. Later inherited responsibility for all North American Reservations. Directed team of 650 employees located in three centers, booking $750M annually through a network of 25,000 travel agents. Responsible for all media and community relations for company's Oregon facility. Managed budget of $25M.

* Served as the “executive on the ground” for the construction of a new 165,000 sq ft state-of-the art Customer Contact Center, including IT infrastructure.

* Hired a leadership team and operational support staff. Directed development and implementation of recruiting, hiring, and training plan for 230 new front line employees.

* Designed new reservation process to incorporate employee incentives, training and coaching to ensure a stronger culture of selling.

* Improved CSAT scores to 86% and increased customer close rates 10% in one year, propelling them to #1 in the industry.

* Implemented a real time customer satisfaction measurement system. Reached 86% customer satisfaction with implementation, sending Royal Caribbean from third to first place according to an independent Gallup Poll.

* Implemented a Home Based Agent model for 10% of their workforce and developed a rapid wide scale implementation plan for all key call center roles in the event of a business interruption.

President/CEO, Caffe Botanica / Caffe Pacori LLC, April 2003 to July 2005

Funded and led the start up of a wholesale and specialty coffee roasting operation. Implemented manufacturing process improvements to increase product quality and reduce costs. Directed selling into retail, wholesale, and food service accounts.

* Recruited CEO level executives from major food brands such as Tazo Tea and Chef Francisco for Board of Directors. Led fundraising effort with venture capital firms.

* Implemented brand and marketing strategies, identified sales and distribution channels, and created specialty manufacturing process to ensure brand identity.

* Secured profitability in 18 months and established reputation as “best in market.”

Symantec Corporation, October 1994 to February 2003

The world leader in Internet Security Software. Increasing levels of responsibilities including Regional and National Sales Manager, Director of Sales, and Senior Director of Global Consumer Support.

Senior Director of Global Consumer Support, Symantec Corporation, March 2000 to February 2003.

Recruited by Vice President of North American Consumer Sales to lead consumer support effort. Led international management teams, development of resources for consumer and enterprise customers and outsourcing of support. Managed budget of $60M and staff of 500, and multiple BPO partners.

* Initiated and led the consolidation of independent regional support operations into one global organization resulting in a reduction in operating expenses and improved resources in 11 languages for consumers.

* Drove project to evaluate and implement outsourcing of global support function to multiple BPO providers around the world. Negotiated multiple BPO contracts up to $45M.

* Led organizational transformation process affecting hundreds of jobs over a 90-day process. Retained entire leadership team throughout the evaluation and implementation process.

* Drove the creation of a global online support operation leveraging the resources and best practices of each international region resulting in a 30% reduction in cost per contact in one year; a $10M savings in potential support costs annually.

Director of Sales / General Manager, Symantec Corporation, 1997 to 2000.

Rebuilt Canadian sales and marketing operation selling consumer products and enterprise site licensing to channel partners, corporate, and government accounts. Served as corporate spokesperson, personally responsible for media relations in Canada.

* Directed re-development of corporate resources in Canadian market. Increased sales from $7M annually to $35M+ in three years.

* Recognized every year for top sales performance.

Senior National Sales Manager, Symantec Corporation, 1996 to 1997.

* Led a channel sales team of six employees, booking $80M annually through retail, corporate, and Value Added Resellers throughout the U.S. and Canada, and forty contract sales professionals supporting a $120M retail channel.

* Developed an Account Development Strategy planning process for major account and territory sales representatives that maximized revenue through increased visibility into account opportunities and planned marketing activities.

* Received Award for Channel Sales Manager of the Year and Achiever's Trip for top sales performance.

Regional Sales Manager, Symantec Corporation, 1994 to 1996.

Promoted to Regional Sales Manager to rebuild Central Regional Channel Sales Team selling software through all partners in the Central US. Worked closely with large retailers such as Best Buy and Computer City, corporate resellers such as Software Spectrum and ASAP Software Express, national mail order accounts including CDW and a myriad of independent VARs and retailers.

* Recognized twice with Achiever's Trip for top sales performance.

Earlier: Regional Territory Sales Representative, Symantec Corporation. Sales Manager, Dyna Rep Distributors. Consultant, Booze, Allen, Hamilton. Member Technical Staff, Hughes Aircraft Company. Officer, United States Marine Corps.

* Opened expansion sales office in Philadelphia. Recruited value added resellers and hired sales employees. Generated $3M in revenue in the first year.

Education and Personal

Undergraduate Degree:

Virginia Military Institute, BS Electrical Engineering.

Charitable and Community Relations Organizations (Boards of Directors)

Looking Glass Youth & Family Services, Eugene, OR (2003-09), Board President (08-09)

* As Board President for this ten million dollar non-profit organization I restructured the board in terms of responsibilities, board recruiting, and fundraising practices. Increased operating budget to largest in agency history, and increased service capacity by 25%. Launched a $4.5M capital campaign to build a state of the art residential treatment program. Led project team responsible for the building of the new facility.

Eugene Area Chamber of Commerce, Eugene, OR, (2006-08) United Way of Lane County, Springfield, OR, (2006-08) Cascade Health Solutions, Springfield, OR, (2007-08) Lane Workforce Partnership, Eugene, OR (2007-08)

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