David Bechtold Email & Phone Number

In this role, I manage, mentor and schedule up to 30 managers and clerks for one of the country’s largest privately held companies. As a leader, I coach and counsel managers in conducting store reviews via compliance-walks with store personnel to ensure merchandising and cleanliness are to standards. In addition to managing the P&L, I implement strategies to minimize shrinkage and track employee training and certification requirements. Additionally, I manage document flow and record keeping, track sales and inventory statistics, and audit category sales and trends. I also maintain optimal product mix.HIGHLIGHTS✯ Regularly increased fresh food merchandise sales by more than 30% in all assigned stores while contributing as a member of the Resource Group, a store performance improvement think tank, over six years.✯ Assigned to numerous locations in Dallas, TX area to identify and resolve issues related to sales performance, operational efficiency, and employee performance and morale.✯ Chosen to standardize weekly store-level paperwork process organization-wide.

I provided consulting for corporate executives of small and mid-sized start-up corporations in the areas of business planning, marketing plan development and infrastructure. I reviewed financial statements, evaluated competitive markets and analyzed business practices. My expert analysis led to the development of new business models.HIGHLIGHTS✯ Opened and staffed a mid-west regional office for a company based in Dallas, TX.✯ Cut operating costs 25% for a multi-state transportation company by implementing an outsourcing solution.

In this position, I provided consultation to corporate executives and board members of large, small and mid-sized corporations and non-profit organizations. While directing client engagements, I delivered improvements for clients in the areas of processes, operational efficiency, direct marketing, branding, retention and outsourcing.HIGHLIGHTS✯ Developed a branded internet solution for the National PTA.

Mclean, Va, Us

I provided leadership for an organization consisting of Group Managers (former Vice-Presidents, Big-4 Consulting Partners, etc.), Senior Managers, Managers, Senior Analysts, and Business/IT/Operations Analysts. With operational and technical oversight of all internal and outsourced call centers nationwide, I provided strategic direction across six national regions and five cost centers. In this role, I developed and implemented standard processes and procedures across multiple lines of business. Additionally, I automated operational processes resulting in greatly improved customer responses and timely management reporting.HIGHLIGHTS✯ Transitioned organization from cost centers to profit center, through architectural design, process redesign, business contingency, score cards, project management, risk mitigation and management information systems.✯ Achieved positive ROI on all major initiatives within the first year while helping the company maintain the lowest charge-off rates in the industry.✯ Member of the senior management team that designed/implemented a new process for mitigating risk and improving revenues while increasing customer satisfaction and retention, contributing $500 million to bottom line.✯ Designed and implemented a strategic architecture plan that enabled implementation of leading-edge technologies and business unit operations consolidation while improving customer service.

Newark, New Jersey, Us

In this role, I provided leadership to two Vice President and several Director level personnel in guiding operational and technology strategy for call centers across all lines of business, which included budgeting, scorecards, process re-engineering, corporate architecture and workflow redesign and organizational design / consolidation. I orchestrated the building of an enterprise-wide call center support organization and conducted internal consulting on hiring process standardization and business continuity.HIGHLIGHTS✯ Consolidated 200+ call centers into 5 and reduced corporate overhead 40% by developing corporate strategy to consolidate customer service for all lines of business.✯ Contributed as a member of the executive team that oversaw demutualization (IPO).✯ Improved customer service while consolidating more than ten ancillary Life Insurance call centers into primary centers, reducing call center staff by 20%, achieving positive ROI with all major initiatives within the first year and creating $5+ million in annual savings.✯ Increased shareholder value by creating operational efficiencies and increasing customer retention via new process implementation and organizational/technological restructuring, leading to $250 million in increased revenue.✯ Led initiative highlighted as “one of the company’s most ambitious endeavors” by Chairman and CEO Art Ryan in an Information Week article featuring efforts to better utilize technology to serve customers.✯ Identified and implemented a multi-phase solution for reducing cross-enterprise, misdirected call rate of 20%, with the first phase reducing the rate to 10% and creating a $1.5 million savings.✯ Designed and implemented a strategic architecture plan that enabled implementation of leading-edge technologies and business unit operations consolidation while improving customer service.✯ Developed management control reports and oversaw management information systems / data warehousing.

Boston, Ma, Us

In this role, I managed an organization accountable for the planning, implementation and administration of voice and data technologies in a 7x24 virtual call center operation. I oversaw the delivery of more than 100 million calls annually to more than 2500 representatives and 47 IVRs in four geographic regions utilizing the most advanced and latest call center technology.HIGHLIGHTS✯ Directed large-scale projects, including the opening of several new $30 million service centers and management of key projects for the Chairman.

In this role, I provided leadership to managers and staff at two independent restaurants.HIGHLIGHTS✯ Improved marketing and various aspects of operations which resulted in a 15% increase in profitability.✯ Designed, built and operated a second restaurant.