Managed an organization of 55+ employees delivering technical service on voice, point-of-sale, paging, wireless and other in-store technology products in support of maintenance contracts for nationwide retailers. Organization was staffed 24/7/365. Key Accomplishments:• Reorganized department resulting in improved customer satisfaction, increased call handling efficiency and expense savings • Increased contract performance levels from 93% to 97% within 8 months• Implemented… Show more Managed an organization of 55+ employees delivering technical service on voice, point-of-sale, paging, wireless and other in-store technology products in support of maintenance contracts for nationwide retailers. Organization was staffed 24/7/365. Key Accomplishments:• Reorganized department resulting in improved customer satisfaction, increased call handling efficiency and expense savings • Increased contract performance levels from 93% to 97% within 8 months• Implemented customer status program to review service performance, resulting in improved communications and faster problem resolution• Refined staffing requirements, implemented new staffing strategy and re-staffed technical service team to align with strategy• Executed programs in support of changing company strategy for invoicing management, labor utilization efficiency and field labor cost reduction, resulting in increased margin, more timely and accurate invoicing and less customer down time • Improved trip resolution time by 10% • Achieved over 90% success on invoicing at call close within 2 weeks of program implementation, leading to improved speed of invoicing, faster payment and improved cash flow Show less

Created and managed all marketing initiatives which resulted in company revenue growth of 50%. Directed all Marketing activities, including press releases, web site development, brochure and collateral development, competitive analysis, events and trade show presence. Developed annual marketing plan, target market analysis and set priority sales targets. Developed solutions, identified costs and set pricing for all new sales opportunities. Managed a staff of 6 professional/technical sales… Show more Created and managed all marketing initiatives which resulted in company revenue growth of 50%. Directed all Marketing activities, including press releases, web site development, brochure and collateral development, competitive analysis, events and trade show presence. Developed annual marketing plan, target market analysis and set priority sales targets. Developed solutions, identified costs and set pricing for all new sales opportunities. Managed a staff of 6 professional/technical sales engineers. Collaborated with operations to determine capability and cost required to perform work. Partnered with sales staff in understanding customer budgets, expectations and competition to present pricing to win opportunity at maximum profit. Responsible for negotiating terms for all customer contracts. Coordinated resources for RFP responses. Key Accomplishments:• Executed programs that resulted in double the revenue and target market penetration • Performed comprehensive Target Market Analysis which identified penetration by customer and by market segment, allowing for efficient sales strategy• Redesigned company website, core sales presentations, trade show booth and all collateral material to support post-acquisition changes in company strategy, allowing sales staff to more effectively transition customers• Designed work flow database and process to identify and track sales opportunities, allowing the company to measure the effectiveness of the sales and marketing programs, pricing outcomes and individual sales performance• Developed and implemented RFP Key Question Library and standard proposal templates for each area of business for more efficient production of customer proposals • Delivered 90% award rate on bids/contracts presented • Implemented standard base contracts for all areas of business, reducing the time required to begin work Show less

Responsible for executing programs and projects in support of company strategy for all support departments as CrossCom National grew from $13 million to $57 million in revenue. Managed 15+ employees and consultant staff in areas of Administration, Human Resources, Information Technology, Finance and Legal Support. Responsible for support of both US and UK operations.Key Accomplishments:• Stabilized existing Unix system gaining recoverability and 20 times the processing… Show more Responsible for executing programs and projects in support of company strategy for all support departments as CrossCom National grew from $13 million to $57 million in revenue. Managed 15+ employees and consultant staff in areas of Administration, Human Resources, Information Technology, Finance and Legal Support. Responsible for support of both US and UK operations.Key Accomplishments:• Stabilized existing Unix system gaining recoverability and 20 times the processing speed• Created disaster recovery program• Established and developed HR benefits and compensation policy• Responsible for moving company from 24,000 sq ft facility to 75,000 sq ft facility to accommodate growth• Selected new core systems platform and executed conversion of all company functions to new software• Directed modification of selected platform to match CrossCom National business processes• Collaborated on executive strategy for growth, including acquisitions and executive team expansion• Executed strategy to build programs to hire and retain people to support company culture designed around core vision and values Show less

Multi-functional management of 20+ employees, covering one half of company operations. Responsible for Customer Service, IT, Technical support, Field Support and sales functions for one of two company strategic business units, representing almost 50% of company revenue. Responsible for sales strategy for Service customers and ensuring service delivery and customer satisfaction. Key Accomplishments:• Redefined staffing requirements and re-staffed customer service team to align with… Show more Multi-functional management of 20+ employees, covering one half of company operations. Responsible for Customer Service, IT, Technical support, Field Support and sales functions for one of two company strategic business units, representing almost 50% of company revenue. Responsible for sales strategy for Service customers and ensuring service delivery and customer satisfaction. Key Accomplishments:• Redefined staffing requirements and re-staffed customer service team to align with strategy• Developed standard reporting package on service performance for customers• Developed and automated service productivity measurements• Implemented new e-mail system for all staff Show less

Responsible for establishing nationwide subcontractor network, which included recruiting, contracting and management. Responsibilities included negotiating disputes, measuring performance, and enforcing performance standardsKey Accomplishments:• Grew Network from 250 to over 900 subcontractor companies to support Wal-Mart Service • Implemented annual subcontractor training and recognition event• Created response time performance standards and measurements• Created… Show more Responsible for establishing nationwide subcontractor network, which included recruiting, contracting and management. Responsibilities included negotiating disputes, measuring performance, and enforcing performance standardsKey Accomplishments:• Grew Network from 250 to over 900 subcontractor companies to support Wal-Mart Service • Implemented annual subcontractor training and recognition event• Created response time performance standards and measurements• Created initial contract guidelines and negotiated contractor specific terms and rates• Interviewed and qualified UK companies for expansion operation Show less