Jeff Rausch Email & Phone Number

Atlanta, Ga, Us

Saint Louis, Mo, Us

Hand-selected by the CEO to develop and lead customer support function with a distributed team of 54 and a budget of $3.7 million supporting revenues of over $60 million. Led cross-functional process improvement efforts to standardize processes and create new or revised SOPs for 20+ separate processes, resulting in 100% retention of customers, expanded scope of services, and improved performance.• Developed methodologies with logistics/operations teams to identify root cause issues for delays, increasing SLA performance to above 95%. Improved customer satisfaction from an NPS of -7 to +3 in less than 9 months. • Consistently exceeded team KPI targets on response and resolution times while improving efficiency by 15%.• Created standardized customer and internal performance metrics and KPIs, streamlining reporting and providing professional visualizations to customers, peers, and executives. • Developed consistent position descriptions and job functions, reducing the number of job titles from 18 to 8.• Augmented by AI, produced, implemented, and trained Operational Leadership on metrics-based goal setting, including the creation of a Strategic Planning methodology, Goal-tracking templates, and KPI standards for the organization. Resulted in strategic alignment and 100% compliance with agreed upon performance metrics.

Saint Louis, Mo, Us

Established and developed a Home Delivery service line to address increasing demand for vehicle home delivery logistics during and in the wake of COVID-19, doubling revenues and improving performance by more than 10%.• Led cross-functional teams partnering with customers, 3 service lines and 4 departments to develop standard Home Delivery packages and pricing, the first of its kind in the industry.• Through an integrated strategy of organizational development, partnering with customers and operations staff, and standardization of service offerings, increased on-time performance metrics in Home Delivery from 85% to 99%.• Submitted and implemented more than 20 technical and functional enhancements to improve usability of proprietary Transportation Management Systems.

Saint Louis, Mo, Us

Created Business Intelligence and Data Science functions at ACERTUS, creating unprecedented visibility into our operational and customer performance and promoting data-driven decision making.• Hand-selected to lead $1 million program to automate payables presented to carrier partners using integrated Artificial Intelligence and Machine Learning. Resulted in 74% automated payables and achieved return on investment in one year.• Created more than 280 Tableau dashboards to shed light on various aspects of company performance for multiple audiences, including executives, service line leaders, operational SMEs, and customers.• Developed and spun off a Learning and Development function to provide training and continuing professional education opportunities for all ACERTUS partners. Created the concept for ACERTUS Academy, which currently provides curated content from more than 30,000 training programs.• Developed and implemented standardized request forms and cross-functional prioritization processes to streamline workflows and allow the Business Intelligence team to focus on those items that add the most value to the organization.

Saint Louis, Mo, Us

Led a team of 35 overseeing various aspects of the Drive Away service line, including Customer Support, Driver Recruiting, and Driver Care, increasing SLA performance by 11%.• Reimagined SLA performance standards to split out ACERTUS-related delays from non-ACERTUS-related delays.• Developed standards for customer reporting and KPI performance, partnering with Operations teams to address root cause issues and increase on-time performance to 93%.• Increased ACERTUS's driver pool by 10%.• Led the team to develop cross-functional support plans in response to COVID-19 outbreak.

Atlanta, Georgia, Us

Defined and shaped long-term direction, assessed financial performance, mentored emerging leaders, strengthened relationships with client executives, reviewed major contracts, and advised on strategic consulting projects.

Atlanta, Georgia, Us

Led company and business area operations, driving corporate planning, forecasting, business intelligence, contracts, process improvement, and client ROI analysis. Led creation, alignment and prioritization efforts in developing cross-functional strategy. Challenged to increase client profit margins and improve efficiency in sales, marketing, and other critical business areas to offset mounting health insurance costs. Developed and spun off a B2C eCommerce-enabled SaaS platform. Promoted to provide dual role as VP of HR (2015-2018) and CIO (2002-2013).• Responsible for overall company operations with budget responsibility of $2.3M, overseeing corporate planning, forecasting, business intelligence, CRM, contracts, process improvement, and strategic sourcing. • Developed and implemented five-year, three-year, and annual cross-functional strategic plans, ensuring alignment of departmental and business unit goals. Developed/presented KPI and performance reports to ownership group and functional leaders. • Directed and influenced product strategy, direction, and configuration of eCommerce enabled B2C Software as a Service (SaaS) platforms.

Atlanta, Georgia, Us

Led corporate IT function and delivery of IT services to clients, including planning and execution, software development, SaaS platform evaluation, infrastructure design and implementation, security, disaster recovery, maintenance, and support. Budget responsibility of more than $1.5 million. Spearheaded client IT consulting, system implementation/migration, application development, and infrastructure management and support, generating more than $1M in revenues annually.• Facilitated and advised client boards of directors in developing technology plans in support of organizational strategy; led cross-functional teams in executing strategy.• Engaged multi-function teams of stakeholders to elicit and document requirements and develop use cases for on-line registration management platforms. Instructed feature buildout, created workflows and wireframes in Agile development environment resulting in on-time and on budget release of product to marketplace.• Led development team from concept to rollout of custom registration and association management systems, which generated $680,000 in new annual corporate revenue and processed $15M-20M in client transactions per year.