Led the Business Analytics effort for Marketing & Advertising, to develop thoughtful and dependable financial & operational models. Reported to the EVP of Marketing and collaborated with the leadership team to implement strategies that create efficiency & enhance customer loyalty. Jerome's is a family-owned furniture retailer with a renowned presence in Southern California. Financial Planning & Analysis:• Led the Capital Investment process for $3M in expenditures, conducting ROI & payback for all initiatives exceeding $10k.• Developed a complex financial model to compare the variable cost model for $17M of annualized deliveries using third-party providers vs. creating an in-house delivery team with fixed costs, concluding third party was more advantageous.• Implemented a secure electronic payment process via SMS for in-stock customer orders, reduced scheduling time from 6.9 to 0.9 days and improved ease of business for efficient collection of $600k/month in outstanding balances.• Spearheaded a repricing & value-add effort for Jerome’s Oops Plus “Don’t Use It, Reuse It” extended warranty.• Participated in several cross-functional projects that led to cost savings & significantly improved customer experience.Operational Leadership:• Collaborated with senior executives to deploy a captives Extended Warranty program that significantly improved customer experience & long-range profitability.• Implemented an NPS program to measure and enhance the customer experience across various touch points, including point of sale, Delivery, & Repair. • Led a cross-functional implementation team to replace the legacy POS program with a modernized front-end system. • Formalized key relationships and process improvement plans with third-party logistics delivery suppliers.

Drove explosive growth at ReverTech, a private-equity owned company in Austin TX that provided technology product lifecycle services to retailers, insurance administrators, ruggedized mobile technology manufacturers and K-12 schools. Developed strategic plans, led new client acquisition, and inspired 17 direct reports. Worked directly with CEO/COO.Business Development:• Grew sales from $2M to $17M in the first year of operation and achieved 53% YOY growth in year three. • Established new accounts with Asurion, Assurant, Getac, Safeware, SquareTrade, Staples, and others.• Secured Getac’s 2000 units/month BTO assembly, enabling the company’s compliance with the Trade Agreement Act.• Fostered strong relationships with clients to identify needs, establish pricing proposals, develop business plans, and deploy strategies that resulted in best-in-class Net Promoter Scores through continual process improvement initiatives.Operational Leadership:• Generated $150k in annual transportation cost savings by renegotiating UPS service agreements, resulting in enhanced service offerings while still reducing supply chain costs.• Optimized demand & replenishment forecasting, reducing excess & obsolete inventory from 10% to less than 2%.• Implemented multi-vendor logic order allocation based on price, inventory position, historical performance, and material quality to create supply chain sourcing optimizations across primary OEM suppliers and 150+ secondary vendors.

Oversaw production operations and led a team of four Managers and 50 associates. Drove key client acquisitions that created $26 million in annual incremental revenue and organic growth. Image Micro was a privately owned company in Austin TX, and a technology product lifecycle service provider for retailers, insurance administrators, and electronics manufacturers. Business Development:• Awarded “Supplier of the Year” from Asurion.• Collaborated with Sales Leadership to develop relationships with insurance administrators, retailers, tier-one manufacturers including Assurant, Asurion, Office Depot, OfficeMax, Dell, and HP.• Contributed to the design requirements for enhancing the ERP and shop floor control system that added new service capabilities, process management, and enabled robust information for continuous process improvement.• Coordinated with Quanta to implement consigned inventory of OEM design manufacturers spare parts, resulting in decreased transportation costs and improving cycle times by 25%.Operations Leadership:• Designed and implemented operational procedures for the Dell Consolidated Returns program, resulting in recovery of spare parts from a complex supply chain, contributing to 35% of total company revenue.• Improved operational processes to meet Quality KPI objectives and ensure compliance with ISO-9001 Quality Management requirements, resulting in improved team member training, cycle times and labor to budget.• Engineered operational processes and drove EBITA 15% through data-driven and process-driven improvements for consolidated returns, refurbishment, and repair/return services.• Directed financial reporting processes and transitioned the company to segmented business model to improve visibility on core business performance.• Implemented advanced customer analytics and integrated technology solutions to improve the end-user experience and create proactive and targeted customer service programs.

Collaborated with Finance on developing six-week projections, six-month ad week plans, and conduct post-ad analysis. Worked with merchandisers and advertisers to establish quick-turn inventory requirements for merchandising and promotions. Reported to the EVP/GMM, supporting three Divisional Vice Presidents and the Vice President of Logistics. CompUSA was a consumer electronics, technology products and professional services retailer, serving the consumer retail, small-to-medium businesses, corporate, government, and education sectors.• Directed data mining projects addressing cost efficiency, profitability, value-added sales offerings, and customer loyalty.• Improved assisted sales margins by 290 bps and 10% item/ticket improvement with a Retail commission program initiative measured on margins, service attachments and percentage contribution.• Upgraded the Merchandising financial reporting platform for robust forecasting, budgeting, and inventory quality.• Created Departmental and Vendor scorecards to maximize profitability, manage transactional margins and swiftly identify underperforming categories and products.

Directed all aspects of supply chain management with OEMs, ODMs, vendors, and 3rd Party Logistics partners. Oversaw a team of 37 direct reports comprised of managers and employees.• Implemented a multivendor procurement process utilizing multivendor logic (MVL) and set up an EDI process to streamline purchasing and vendor management• Worked closely with manufacturers to source refurbished parts and developed a process that decreased operating costs, warranty costs, and material costs by over $1 million• Outsourced $39 million in annual laptop repairs through three strategically located 3PL partners, reducing economic costs by 65% and improving turnaround times from 10 to three days • Improved three-day cycle times by 50% via an HP “Rapid Repair” program using retail-stocked SKUs for HP warranty repairs, improving CSAT ranking from bottom quartile to #1 within two quarters• Secured a $6 million Hewlett Packard on-site contract to service all HP computers in the Retail channel

Led the development of Forecasts and Field-level budgets for the Technical Services and Technology Training divisions, oversaw the Accounts Payable process, and lead a team of three Managers and twenty-five Team Members.• Reduced warranty parts and labor charge-back costs by $700k annually, streamlined supplier communications, and improved A/P process through coordinated effort with CompUSA and its manufacturers.• Developed a monthly performance review process to focus the organization on key drivers and programs, identify opportunity areas and ensure consistent progress within respective Business Units.• Performed month-end close and coordinated with corporate accounting to ensure GAAP compliance.• Produced monthly P&L statements, and analyzed corporate business opportunities, strategic initiatives, new product introductions and capital expenditures.

Service Center ManagerService TechnicianHardware Sales associate