Charged with rebuilding operational core of established same unit mobile repair company by introducing efficient, reproducible processes and executional excellence in the areas of service delivery, distributed workforce management, partnership operations, supply chain and logistics.• Drafted and executed department reorganization plan to trim over $750,000 in annual personnel expenses, and cut third-party offshore support expenses by 32%, without sacrificing quality or degrading service… Show more Charged with rebuilding operational core of established same unit mobile repair company by introducing efficient, reproducible processes and executional excellence in the areas of service delivery, distributed workforce management, partnership operations, supply chain and logistics.• Drafted and executed department reorganization plan to trim over $750,000 in annual personnel expenses, and cut third-party offshore support expenses by 32%, without sacrificing quality or degrading service delivery metrics.• Owns and exceeds expectations at operational support for pilot program to provide mobile phone repair in Verizon Wireless’ Pacific Market – 256 retail locations in 7 states.• Highly valued member of 6-person executive leadership team tasked with defining objectives and key results (OKRs) for each functional area, evaluating potential new strategic partnerships or merger opportunities, while influencing vision and culture of the company.• iCracked was acquired by SquareTrade in February 2019. Show less

Provided change management expertise, partnering with business leaders in Customer Experience, Supply Chain Operations and Product to ensure efficiency, scalability and quality in all product or process areas impacting customer experience.• Owned 110-member offshore back-office and online chat support teams; Managed and motivated team leads and process specialists to define, document and optimize processes, as well as set, track and improve KPIs and SLAs.• Relentlessly drove team to… Show more Provided change management expertise, partnering with business leaders in Customer Experience, Supply Chain Operations and Product to ensure efficiency, scalability and quality in all product or process areas impacting customer experience.• Owned 110-member offshore back-office and online chat support teams; Managed and motivated team leads and process specialists to define, document and optimize processes, as well as set, track and improve KPIs and SLAs.• Relentlessly drove team to optimize or automate manual processes, resulting in 17% reduction in task handling, allowing company to accomplish more with fewer dedicated headcount. • Developed, implemented and analyzed results of pilot projects designed to enhance customer experience, ensuring a smooth progression through warranty creation, claims adjudication, payouts, device repair or replacement flows. Show less

Head of Billing Operations for $120 Million MVNO reselling Sprint and Verizon Wireless wholesale carrier services. Charged primarily with critical task of producing, error-free and on-time, over 100,000 customer billing statements every month.• Reorganized Operations Department by streamlining work processes, re-training and transitioning responsibilities to other departments, resulting in headcount reduction of 40%.• Provided project leadership for complex initiatives, including… Show more Head of Billing Operations for $120 Million MVNO reselling Sprint and Verizon Wireless wholesale carrier services. Charged primarily with critical task of producing, error-free and on-time, over 100,000 customer billing statements every month.• Reorganized Operations Department by streamlining work processes, re-training and transitioning responsibilities to other departments, resulting in headcount reduction of 40%.• Provided project leadership for complex initiatives, including wholesale carrier integration, refactoring dunning and collections procedures, and migration of ACH processing from smaller vendor to Wells Fargo.• Instituted changes to cadence of adopting third-party billing software releases to more closely match needs of business and reduce expenses related to release management and quality assurance testing. Show less

Selected engagements include:• Interim Executive Director, Arts Center of Saint Peter (2013-2014)Contracted to manage Center’s ongoing operations and programs, maintain development activities and relationships with key funders, and lead successful search for permanent Executive Director.• Director of Operations, Citizens League (2013)Hired to increase organizational capacity by assessing roles and responsibilities, hiring new staff, and developing sustainable financial… Show more Selected engagements include:• Interim Executive Director, Arts Center of Saint Peter (2013-2014)Contracted to manage Center’s ongoing operations and programs, maintain development activities and relationships with key funders, and lead successful search for permanent Executive Director.• Director of Operations, Citizens League (2013)Hired to increase organizational capacity by assessing roles and responsibilities, hiring new staff, and developing sustainable financial management practices.• Director of Business Development, Legent Communications (2010-2012)Provided senior-level business development and operations management for privately held, California-based telecom company, including launch of 110-seat call center, coming in under budget by 46%. Show less

Managed 60-day due diligence process, including negotiation of term sheet, purchase agreement and property lease, resulting in acquisition of three related entities (gift basket manufacturer, gourmet foods producer and promotional products distributor) with combined revenues of $3 Million.• Increased revenue by 27% in first year by re-branding and reintroducing company to ad specialty industry, developing new website and online marketing tools, hiring brokers, and negotiating strategic… Show more Managed 60-day due diligence process, including negotiation of term sheet, purchase agreement and property lease, resulting in acquisition of three related entities (gift basket manufacturer, gourmet foods producer and promotional products distributor) with combined revenues of $3 Million.• Increased revenue by 27% in first year by re-branding and reintroducing company to ad specialty industry, developing new website and online marketing tools, hiring brokers, and negotiating strategic partnership agreements.• Quickly sold promotional products distributorship while merging operations of remaining 2 entities, decreasing cost of goods produced, and improving financial performance.• Installed and worked with new operations management, improving order and production process flow, inventory management, and procurement. Show less

Capitol Direct is a direct marketing company specializing in bulk mail processing, print brokering and direct mail / graphic design.• Directed 45-day due diligence process and purchase of direct marketing company, which included assessing opportunity and determining valuation, negotiating term sheet and purchase agreement, and managing outside legal and accounting professionals.• Negotiated bank financing to purchase mail processing and printing equipment, achieving operational… Show more Capitol Direct is a direct marketing company specializing in bulk mail processing, print brokering and direct mail / graphic design.• Directed 45-day due diligence process and purchase of direct marketing company, which included assessing opportunity and determining valuation, negotiating term sheet and purchase agreement, and managing outside legal and accounting professionals.• Negotiated bank financing to purchase mail processing and printing equipment, achieving operational efficiencies, lower delivery costs, and the creation of new revenue streams.• Renegotiated pricing with key print vendors, resulting in increased profit margins of 10-15% in a growing segment of our business.• Streamlined staffing and operational processes, such as replacing in-house graphic designer with freelancers, providing for more flexible and cost-effective delivery of services to our customers. Show less

MainTrax is a technology company, known for its innovative marketing response measurement.• Launched and managed start-up company that provides direct response tracking through use of proprietary software, web-based interface, and toll-free call data provided by Sprint.• Directed software and website development, taking product from concept to market in under four months.

Emergent Communications was a competitive local exchange carrier, providing both local and long distance service.• Founded competitive local exchange carrier (CLEC) providing consumer local and long distance service.• Raised over $600K in debt and equity.• Combined with another CLEC (Choicetel) resulting in company with annual revenues of nearly $10M.• Initiated merger with another local CLEC (New Access Communications) and exited company.

• Led $120M long distance reseller; oversaw operations, marketing, customer care, regulatory, compliance.• Significant contributor to company’s growth from $1.5M to $118M in revenues in under six years.• Identified and developed new calling products in line with business plan and market focus.• Performed duties of President for affiliated billing services company in Irvine, CA for five months.

• Promoted to Vice President after company acquired by California-based Pathfinder Communications.• Set and attained aggressive revenue growth targets; responsible for monthly marketing budget of $2+ Million.• Member of executive team formed to increase revenue through mergers and acquisitions.

• Streamlined business operations, hired and retained staff, and attracted and managed strategic partnerships, contributing to doubling revenues from $20 Million in 1996 to $43 Million in 1997.

• Automated manual, paper-based processes to increase efficiency.• Prepared daily sales and bi-weekly payroll reporting for 60-person telemarketing staff.