Keith Hahn Email & Phone Number

Northern KY

Cincinnati, OH

• Managed the customer care function in a Software as a Service model, including new customer implementations, ongoing customer support, performance improvement, new release introductions and workflow process.
• Built scalable support structure to onboard 70+ new supplier customers and 1100+ distributor trading partners, and then provided ongoing support to those customers.
• Developed and deployed case tracking system utilizing Salesforce.com to improve issue resolution for customer support requests and missing data incidents, enabling issue tracking, reporting, escalation and ultimately.
• Revised project management tools in Salesforce.com for tracking startups (Supplier and Distributor), enabling timely reporting and decreased implementation times.
• Led international expansion efforts by staffing office in EU to directly support customers across Western Europe and Africa.
• Created a more robust New Release introduction process to deliver new and enhanced functionality and generate trial use for each of three annual releases.

• Expanded a single location distributor to three offices, supporting relationships with local contractors and increased bidding activity. Directed sales and estimating functions, project management and installation, and.
• Increased estimating capacity and expanded product lines, resulting in a 65+% increase in total volume of work bid.
• Systematized estimating process by implementing supplier tools and technology solutions, reducing the time required to construct estimates and secure pricing from suppliers.
• Instituted sales meetings and product training for estimating/sales staff, which resulted in a 155% growth in secured sales over a two-year period.
• Improved estimate close rate by 50% (18% of estimates in 2005 to 27% of estimates in 2007) through follow-up and attention to detail.
• Increased company-wide billings by 68.4% (2007 vs. 2005) as a result of increased estimating activity and secured sales focus.

• Principal 2001 to 2006Managed service-based franchise system, including ongoing franchise growth, franchisee relations and direction for the brand. Directed operations, marketing, administration, and franchise.
• Revised operating model and clearly defined operating processes and procedures, which brought about unification of image, standards and direction at the unit level.
• Implemented Profit Mastery program to identify key unit-level profit drivers, which aided participating franchisees to improve profitability $41,000/year on average.
• Implemented National Marketing Fund and coordinated a total transformation of brand image and all related marketing and advertising tools, which enabled system to maintain market leadership position.
• Created and sponsored annual Craftsmen Incentive Contest (system-wide), which improved Craftsmen retention during peak business volume periods, and aided in ongoing unit level recruiting efforts.
• Elevated the performance of the Franchise Advisory Council, which facilitated overall improved relations and common goals with franchisees.