Kevin Cook Email & Phone Number

Morrisville, North Carolina, United States

At Blue Ocean Ideas, I lead our business development efforts for SailAMX, a cloud-based, all-in-one Association Management System (AMS) for professional associations, with a dual focus: expanding our client base within current market verticals and adding new association types, while also enhancing system functionality from a business process perspective.I established the sales process for Blue Ocean Ideas, which includes channel and pipeline tracking, CRM implementation, lead generation, and the creation of marketing materials and scripts. This comprehensive strategy has resulted in a robust pipeline with significant opportunities.In our pipeline development, my team has exhibited at numerous association conferences and secured speaking engagements to discuss technology and AMS trends within the association sector. This visibility has not only enhanced our brand recognition but also solidified our position as industry thought leaders.I actively target new association sectors, such as aviation and healthcare, ensuring our software adapts to the specific needs of these industries. This strategic growth initiative is crucial to maintaining our relevance in an ever-evolving market.Additionally, I oversee the creation and deployment of Voice of the Customer (VoC) programs, gathering valuable user feedback to drive targeted improvements to SailAMX. By continuously refining the system based on real-world insights, we ensure that SailAMX remains a competitive and effective solution in the marketplace.

Morrisville, North Carolina, United States

In my role as a Project Manager, I led CRM and eCommerce implementation projects and a data warehouse solution for our clients. I managed these projects end-to-end, developing detailed project plans that outlined deliverables, milestones, and dependencies. My approach involved daily check-ins to monitor progress, weekly status meetings to resolve issues, and monthly updates to keep stakeholders informed. This hands-on management ensured high-quality results and facilitated continuous improvements post-launch, including bug resolution and system enhancements.Working closely with executive leadership, I developed and executed innovative business processes and technology strategies, which resulted in a 53% increase in operational efficiencies. This collaboration aligned technology with business objectives, streamlined operations, and drove significant performance improvements. My strategic contributions were vital in reshaping processes to better meet the evolving needs of the business.Resource management was a critical aspect of my role. I motivated and guided teams to achieve program objectives, ensuring 97% of milestones were completed on time and 93% under budget. My initiatives in automation and self-service functionalities led to a 41% reduction in non-revenue generating volume, demonstrating my ability to enhance efficiency and reduce costs.I also established and monitored key performance indicators (KPIs) for each project phase, using data-driven insights to refine resource allocation and project execution. The introduction of a corporate data warehouse enabled the creation of comprehensive KPI dashboards across multiple units, enhancing transparency and providing valuable insights to both executive stakeholders and functional teams. This data-centric approach was instrumental in optimizing performance and ensuring the successful delivery of our projects.

Triangle, North Carolina, United States

As the founder and CEO of DGS, I led the company from a 2 person startup into a thriving business with over 20 full-time employees and additional seasonal staff. By prioritizing quality and client satisfaction, we achieved remarkable year-over-year growth, averaging over 55% annually and 600% from inception to the sale of the company.I established a culture of excellence with a "quality first" approach, which extended to how we compensated and treated our staff. Our employees received compensation in the top 5% of our industry, including paid healthcare, and benefited from a company-wide profit-sharing model. This approach resulted in exceptional employee retention across all levels, which directly contributed to the high quality of service we delivered to our customers.Building and maintaining strong client relationships was a cornerstone of our success, leading to high customer retention and a steady stream of referrals that fueled our expansion. I personally managed hiring and team development, ensuring we consistently had the right talent to deliver top-notch services.In 2022, I successfully negotiated the sale of the company to a private equity firm. True to our company values, I ensured that a portion of the sale proceeds was shared with all staff members and secured their continued employment post-acquisition.This experience underscores my ability to build and scale a business while balancing financial success with team welfare. It highlights my leadership, financial management, client relations, and strategic planning skills, culminating in a successful exit that benefited both the company and its employees.

Baltimore, Maryland, United States

At the Maryland State Bar Association, I managed the membership and technology department, spearheading a comprehensive reorganization, rebranding, and CRM implementation that significantly enhanced operational efficiency.Key Responsibilities and Achievements:- Membership, Technology, and Strategic Partnerships: Led the Membership department, overseeing technology initiatives and cultivating strategic partnerships that enriched the association's value proposition.- CRM and eCommerce Implementation: Directed the end-to-end implementation of a new CRM, website, and eCommerce platform, resulting in a 67% improvement in operational efficiency by automating processes and enhancing self-service options. Reduced the application life cycle of prospective members by 33%.- Strategic Partnerships: Developed and nurtured valuable partnerships with legal professionals, law firms, non-profits, and voluntary associations, creating collaborative opportunities that strengthened the MSBA’s offerings.- Stakeholder Engagement: Built strong relationships with members, legal professionals, and partner organizations, ensuring exceptional customer service. Regularly presented to the board to keep stakeholders informed and engaged.This role highlights my expertise in technology implementation, strategic partnership development, and stakeholder engagement, driving significant improvements in operational efficiency and member satisfaction.

Washington Dc-Baltimore Area

In my role as Associate Director of Business Process Optimization at the D.C. Bar, I oversaw strategic business and technology projects, driving significant improvements in operational efficiency and member satisfaction.Key Responsibilities and Achievements:Strategic Program Management: Acted as Program Manager for key initiatives at the D.C. Bar and Court of Appeals. Collaborated with the executive team to develop a comprehensive 3-year technology roadmap, outlining strategic goals, objectives, tactics, and milestones. This plan was presented by myself and the COO to the Board and received unanimous approval.- CRM Implementation and Stakeholder Management: Led a major project to implement a new CRM solution, replacing a legacy system and introducing an eCommerce platform for members. Managed stakeholder engagement, including with politically sensitive entities like the D.C. Court of Appeals. This project resulted in a 41% improvement in internal operational efficiencies, a 61% reduction in the application life cycle for prospective members, and a 15% increase in annual new memberships.- Efficiency and Process Improvement: Facilitated cross-functional working sessions with subject matter experts and business owners to identify process enhancements and address technology gaps. Acted as the liaison between business needs and solution architects, ensuring alignment with stakeholder requirements and delivering successful outcomes.This role highlights my expertise in program management, CRM implementation, and process optimization, leading to substantial gains in efficiency and membership growth at the D.C. Bar.

Durham, North Carolina, United States

As a Business Analyst at Cisco, I played a key role in driving process optimization and enhancing customer service through innovative solutions.Key Responsibilities and Achievements:- Process Optimization and Efficiency: Led a cross-functional team to streamline order fulfillment processes, achieving a 38% reduction in cycle times. Implemented Operational Level Agreements (OLAs) to improve cross-functional coordination, which resulted in a 35% reduction in response times within three months.- Enhanced Customer Service and Business Intelligence: Designed and implemented chat functionality across Customer Service teams, significantly improving customer interactions. Developed Business Intelligence workflows to identify cost-saving opportunities and automate processes, including a complete redesign of the Voice of the Customer program for end-to-end automation and seamless CRM integration.This role underscores my ability to optimize processes, enhance customer service, and leverage business intelligence to drive efficiency and cost savings at Cisco.

Durham, North Carolina, United States

As a Senior Manager at AICPA, I led the operations of a 60+ employee contact center, driving efficiency, customer satisfaction, staff development and revenue generation through strategic initiatives. Key Responsibilities and Achievements:- Contact Center Operations Management: Directed a contact center with over 60 employees, managing inbound and outbound communications across phone, email, and chat channels. My responsibilities included workload forecasting, operational performance analysis, cost management, and optimizing staffing levels to ensure peak efficiency.- Strategic Initiatives and Revenue Generation: Played a key role in an $8 million, two-year project to develop an advanced interface for Oracle CRM, which resulted in a 40% increase in operational efficiency. Additionally, I successfully repurposed resources to launch a revenue-generating outbound call center, which generated over $4 million in its first year and achieved exceptional member retention rates of 94.78% in FY 2011 and 94.80% in FY 2012.This role highlights my expertise in contact center operations, strategic project management, and revenue generation, contributing significantly to the success of AICPA.

Master Of Business Administration - Mba, Business Administration And Management, General

Bachelor'S Degree