John Balser Email & Phone Number

Newport Beach, California, United States

Pittsburgh, Pa, Us

Directed Business Operations and Analytics supporting the Enterprise across Sales, Product, Marketing, Operations, Finance, and People teams.

Houston, Tx, Us

Brought on to build the customer focused operations and analytics team supporting over $1B in annualized revenues with a heavy focus on operational efficiency, AI driven automation, and driving digital transformations. Led Sales Operations, Workforce Management, Revenue Analytics, Business Systems Strategy, Enablement Strategy, and Advanced Analytics (Data Science / AI) driving Vroom's sales and loan origination customer experience.- Directed a $1.3B portfolio, aligning sales and product strategies to enhance customer journeys and optimize processes.- Delivered a 9% increase in partner retention by leveraging market intelligence and customer insights for competitive positioning.- Introduced automation tools that improved efficiency, reducing contract errors by 60%.

Detroit, Michigan, Us

Supported several sub-businesses within Rocket Companies and cross-company projects. Consolidated operations & analytics reporting directly to the CEO of Rocket Connections & Rocket Auto. Responsible for Customer Experiences, Digital Transformations, Revenue Operations (Sales/Marketing/Success), Business Intelligence (Data Analytics & Data Science), Business Systems (Salesforce, Salesforce Marketing Cloud, Telephony/Contact Systems, Jira), Program Management, Workforce Management, and Enablement. I also directed product strategy and led the Automotive LOB responsible for >$250m P&L and budgets. Experience developing roadmaps, customer journeys, and implementing systems like Salesforce, Five9, and Jira. Partnered with product and engineering to provide analytics and recommendations as well as streamline and scale business processes. Drove data science projects to optimize revenue, reduce attrition, leverage machine-learning, and provide multi-channel call center tools. Managed all key partner relationships developing weekly, monthly, and quarterly business reviews and presenting to CXO audiences.Key Responsibilities:Capacity Planning | Sales & Financial Forecasting | Salesforce.com Optimization | Sales & Marketing Analytics | Business Intelligence & Data Visualization | Project Management | Program Management | Process Design & Documentation | Workflow Design & Documentation | Jira/Trello Operational Use | Sales Commission Recommendations | Lead Allocation & Contact Center Strategy | Revenue Operations (Sales, Customer Success, Marketing, Enablement, and Analytics) | Sales Enablement | Operations & Analytics Senior Leadership | Management Consulting and Strategy Recommendations | Compliance Strategy (TCPA, SOX, CCPA, and GBLA) | Product StrategyKey Milestones:- Sales Increase +321%- Dealership Retention >99%- Annual Gross Merchandise Value 9.5x- Rocketauto.com Launched- Redesign and launch of Business Intelligence Self Service

Detroit, Michigan, Us

Led BPO sales strategy (B2C) and client management (B2B) responsible for transaction growth and coordinating strategy with our selling partners. Provided KPI and OKR goal setting leadership to our sales & operational teams as an expert in contact center, lead allocation, and continuous improvement strategy. Transformed Rocket Auto into a data-driven organization building a BI team, identifying success measures, and aligning goals & quotas to financial and partner budgets. Coordinated operational capacity planning and sales forecasts with FP&A teams to develop more accurate budgets and better understanding of organizational bottlenecks. Ensured quality sales transactions leading deal desk QA and call review QA processes and teams. Developed GTM strategies to support the launch of platform initiatives and products.Key Responsibilities:Partner/Client Management | Sales Operations & Strategy | Sales Analytics | Workforce Management & Capacity Planning | Sales & Financial Forecasts | Vendor Selection & Management | Business System Optimization | Salesforce.com Dashboards | Salesforce.com Optimization | Five9 Contact Center Optimization | Lead Allocation & Dialing Strategy | New Process Design, Documentation, and Training | Analytic Request Intake Process Design | Strategic Prioritization | Technical Program Management | Goal & Quota Setting | Sales Commissions | Contract Negotiations (Clients & Vendors)Key Milestones:- Per Agent Sales Performance + 91% (4-month period)- Revenue Per Sale +12% YoY- Revenue Per Support Headcount +59%- Top Performance in a Support Leadership Role Award

Northwood, Oh, Us

Owned subscriber metrics across multiple companies and services including residential/commercial cable, internet, and telephony services as well as B2B software applications and data center services. Reported directly to the CEO providing forecasts and ad hoc analysis coordinating with sales, marketing, finance, product, and technical operations to support subscriber growth strategies. Developed the business intelligence team replacing outdated monthly reporting processes with real-time analytics powered by MS SQL Server and Tableau. Built a suite of reports and dashboards to support operations for Sales, Customer Support, and Technical Support. Developed commission plans and payout processes for teams.Key Responsibilities:Subscriber Analytics | SaaS Analytics | Strategic Recommendations | Non-Pay Collection Management | Forecasting & Subscriber Budgets | ARPU, CLV, CAC, MRR/ARR, ROI, Payback Period, Churn, Retention Rate Calculations | NCTC Billing Calculations and Self-Reporting | Marketing Analytics | Sales Analytics | Operations Analytics | Financial Month End Support | Board Presentations & Reports | Annual Presentations & Reports | Contract Reviews | CRM Management (Multiple Dwelling Units) | Digital Transformations & Payment Lobby Transformations | System Administration (Billing & POS) | SLA & Contact Center Strategy & Optimization | Call Center Workforce Management & Scheduling | Territory & Quota Allocations | Commission Strategy, Calculations, and Payouts

Tantalus studios was a small consulting firm that provided customized software solutions and business intelligence services to small businesses and manufactures. Services included process optimization, project management, and business intelligence consulting.Consulted clients through process optimization and customized software solutions providing recommendations and ongoing support to maximize KPIs. Leveraged business intelligence and software solutions to improve efficiency and profits.

Handled the execution of strategy and data insights to maximize sales performance and outputs. Coordinated outcomes with engineering teams and production teams to ensure output matched expectations.

Master Of Business Administration (Mba), Finance And Information Systems

Bachelor’S Degree, Finance/Information Systems