Manager Management

SENIOR OPERATIONS EXECUTIVE

Successful and innovative Senior Executive with profit/loss responsibility, skilled at setting strategic direction and driving operational excellence. Leadership of international departments and teams involved in startup and ongoing operations within Fortune 100 companies. Committed to the concept of “management by walking around” and energizing and unifying all stakeholders to ‘grow’ the business with a focus on profitability and expansion, conscious of containing costs while executing process improvements. Reengineering and process improvements for increased profitability and reduced costs which created a new business model for a Fortune 100 company that saved $10’s of millions of dollars annually.

- Senior Operations Executive - Business Startups

- E-commerce - Call Center Operations

- Global 24x7x365 Operation Management - Total Quality Management Principles

- International Business Experience - Process Review & Reengineering

- Program & Project Management Cross-matrix management

PROFESSIONAL EXPERIENCE

Ritz Interactive, Inc. Irvine, CA

Vice President & Chief Customer Officer 1999 – present

Established and launched the customer operations for nine e-commerce sites involving three call centers handling order taking and customer service, fraud and chargeback departments, claims, corporate accounts department and processes to work with four fulfillment centers and 20 drop-ship distributors.

• Spearheaded the startup of customer operations supporting the launch of a network of nine e-commerce websites, led by the flagship sites RitzCamera.com, WolfCamera.com and BoatersWorld.com.

• Reduced operational budget by 30% and held to 2% of sales through process improvements, outsourcing and contract negotiations

• Increased phone sales to 30% of sales contributing to double-digit growth year over year since the company’s inception with gross revenue of over $100 million in 7-years.

• Reduced telecommunication expenses by 40% over a six month period through redesign and renegotiation of contracts and utilizing online chat and self-service, saving over $50,000 annually.

Eastman Kodak Rochester, NY / Herndon, VA

Worldwide Operations Director 1997-1999

Created the worldwide customer operations for the newly established Network Services Business unit consisting of Kodak Picture Network, Kodak’s Picture Disk and Picture CD products, and the Kodak.com corporate website.

• Established the operational support, processes, controls, call centers, lab and retail support for ‘You’ve Got Pictures’ in the U.S. and ‘Kodak Picture Network’ in the U.K., France and Germany, directing the operational cross matrix team between Kodak, AOL, PictureVision and Qualex for the operations startup and launch of ‘You’ve Got Pictures’.

• Worked with three country directors/teams, two regional directors, two corporate vice presidents, four support centers and three coordinating teams for the launch and ongoing support of photo sharing networks.

• Spearheaded the deployment and install of LAN networks and servers in 58 photo finishing labs for ‘You’ve Got Pictures’ over a nine month period, under budget and on schedule and with the savings from the USA launch funded the European deployment in Germany, France and the U.K. without an increase to the budget, saving the division and company $200 thousand dollars.

• Concurrently assumed the operation management at newly acquired PictureVision establishing operational support; equipment and field service support of retail systems and installations; establishing a 3rd level technical support group; a documentation group of technical writers; a retail services group and a deployment team.

EDS Corporation Rochester, NY

Manager, Systems Support - New Accounts 1996 – 1997

Systems account management for Citicorp, Rolls Royce, and A.T. Kearney.

• Improved relations on the Citicorp account using cross-matrix management with three separate divisions to deliver contracted support services, bringing the project back on schedule and client renewing the $15 million support contract.

• Received corporate commendation for performance

Manager, Global PDS Engineering & Project Management 1995-1996

Managed the site-survey, engineering/design, installation, and certification of PDS wiring systems (Local and Campus Area Networks, LAN/CAN’s) in the USA, Canada, Mexico, Brazil, and Europe.

• Negotiated with Fortune 100 client and presented a new deployment plan detailing the realignment of resources and re-engineered processes to put deployments back on schedule. An additional $50 million in work contracts awarded.

• Managed six regional program managers, twelve area program managers, four team leaders, engineering/installation personnel, procurement/purchasing team, warehousing operation, administrative staff personnel and outside vendors (i.e., AT&T, local Telco’s, etc.) on remote sites.

• Reduced the department staffing level by 30%, saving $250,000 and keeping the 1996 projects on plan.

• Facilitated the eight-week EDS Leadership training class for 20 first line managers

Global Program Management 1995

• Signed $5 million in new contracts as a result of bringing two major programs back into project scope and contractual timeline with a Fortune 100 client through focused account management/meetings, documentation of processes and program/project plans and staff reorganization.

Xerox Corporation Santa Ana, CA/ Rochester, NY

National Operations Manager - Network Systems 1994 - 1995

• Implementation of LAN networks and PC’s in the Xerox business units with a $25 million budget, directing five regional directors/teams and sub-contract companies

National Operations Program Manager - Workforce Preparedness 1992-1994

• Creation of training curriculum for new cross-functional call centers and self-directed teams, managing a headquarter team of writers and trainers and facilitating the implementation in three regional training centers.

Manager - Xerox Customer Care Center 1989-1992

• Created a new startup, cross-functional call center that became the corporate model for administration centers allowing the company to close three regional centers saving $40-50 million annually.

• Coordinator for Western Region Administration Xerox United Way Campaign, increasing participation to highest level ever achieved by the Western Region.

EDUCATION:

• University of Utah - Bachelor of Science - Economics

• Xerox- Management Series/ Empowered Work Groups/ Process Re-engineering/ Quality Specialist Certification

• EDS Corporation - Leadership Series & Management Financial Training

AWARDS / COMMENDATIONS:

• BizRate’s “Gold Circle of Excellence” for each of the years in operation – Ritz Interactive

• Deloitte & Touche’s “Technology Fast 50” - 6 years – Ritz Interactive

• Internet Retailer’s “Top 25 - Best of the Best” – Ritz Interactive

• EDS Corporate commendation for work on Citicorp account

• Xerox Corporate All-Star & Trip

VOLUNTEER EXPERIENCE:

Foundation Todos Juntos – Guatemala

• Building school for native Guatemalan Indian village and providing scholarships for students - 2005 - current

Supervisor of Non-profit Youth Program - New York / Virginia

• Supervised program for up to 40 youth and twelve youth leaders - 1995 – 1999

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