Customer Service Sales

James H. Kelly, Jr.

**** **** ***** **., ******, LA 70065

Home: 504-***-**** Cell: 504-***-****

Email: *********@*******.***

SUMMARY

A leader with proven ability to define issues, observe trends, take initiative, organize people and implement plans within target time frames. Thinks creatively and strategically. Excellent planning, organizational, presentation and communication skills. Handles projects independently while working well in a team. Builds client/customer relationships quickly. Skilled in managing C-level relationships. ISO 9000 Lead Assessor Certification.

SELECTED ACCOMPLISHMENTS

Developed and implemented a franchisee internal/external compliance program for a multinational health care industry provider.

Managed international audit programs including assignments in Europe, Mexico, Canada, and South Africa. Assignments included working on Sarbanes Oxley matrixes, and Sarbanes Oxley reviews for major corporations.

Developed and implemented a customer service program for a major retailer. Developed measures of Customer Service levels, coordinated implementation with major Licensees, and investigated/resolved consumer issues.

Developed, managed and implemented a Capital Project program for a unit of a major corporation.

Directed Franchisee and Licensee compliance programs including identification of contract non-compliance and income diversion issues, negotiation and collection of sales diversions and implementation of process changes to correct issues. Managed teams of internal and external professionals. Efforts resulted in millions in recovered commissions and identification and remediation of major attempted sales diversions.

Implemented an ISO 9000 Quality Assurance program for a major retailer, including consulting to partner companies wishing to develop their own ISO 9000 based Quality Program.

PROFESSIONAL EXPERIENCE

MIRACLE-EAR, INC. 2008 - Present

The primary US division of Amplifon, a world leader in the hearing industry. Amplifon has over 4,000 locations in the US.

Franchise Compliance Program Manager

Implemented and directed Franchisee compliance programs including:

Developed Franchisee compliance program including compliance with federal, state and local statutory requirements; internal processes and procedures (advertising, financial, store presentation, security); and customer interaction compliance.

Managed Franchisee compliance program for Franchisees doing business under a master third party licensing agreement, including sales reporting and other in-store compliance requirements. Negotiated settlements between franchisees and licensor.

Hired and directed third-party professionals to meet operational goals.

Exceeded corporate benchmarks for franchisee and customer satisfaction every year.

Regional Business Development Manager

Identified and assisted in recruiting new franchisees in market area.

Managed franchisees in market area for sales, marketing and customer satisfaction.

Identified and corrected franchisee non-compliance issues.

PRI AUDIT AND CONTROL 1999-2008

A mid-size compliance firm specializing in assisting clients with internal audit and compliance issues.

Audit Manger- Kenner LA

Identified and assisted in the recruitment of new clients.

Performed audits for major clients including Amplifon and Sears.

Managed international audits in Europe, Mexico, Canada, and South Africa.

Work included Sarbanes Oxley matrixes, and Sarbanes Oxley reviews for major corporations.

SEARS, ROEBUCK AND CO 1968-1999

Increasing responsibility over 31 years. Implemented and directed many compliance, income diversion identification and recovery, capital projects and customer satisfaction programs for the Licensee Business unit of Sears with total annual revenues in excess of $100M. Licensed Business had agreements with 170 Licensees. These Licensees had over 5,000 franchised and company-owned locations and did business both inside and outside Sears stores.

EDUCATION

Tennessee Technological University, BS – Business Management

Continuing Education: Dynamics of Retail Management, Enhancing Managerial Effectiveness, Fundamentals of Financial Management, Leadership Through Management Influences, Negotiating to Win, courageous Leadership, Effective Presentation Skills, Lead Assessor of Quality Systems, Arthur Anderson Financial Management, Louisiana Life Insurance courses, and various Institute Internal Auditor seminars.

MILITARY

Major (Ret.) USAR

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