President - Managed Services ConsultantsOwner - Paradise Pool Service

Provide Leadership, Strategic Direction and Management in support of approximately 1500 employees that provide managed and technology services to over 350 RAC clients. Responsible for approximately $350 million in revenue, and attainment/over-achievement of associated profit and contribution goals. Work in conjunction with local, national and global accounts to ensure compliance and execution of corporate objectives, as well as championing initiatives to enable continuous improvement and best practice sharing. In a truly matrixed environment, inspire teamwork between functional groups to create synergies and process efficiencies, enable thought innovation, stay laser focused on customer satisfaction, and ensure we do this with the utmost ethics and integrity.

Provide strategic vision, tactical leadership and execution of contracted services that drive key performance indicators. Responsibility: Operation of on-site domestic and international mail and shipping/receiving operations at 4 hubs/28 locations. $19.8M annually, 11 direct reports, 420+ indirect PB employees across the U.S. and Canada. • Set and manage organizational budgets, metrics, goals, priorities and expectations to improve operating plan execution, service delivery performance and efficiency. Ensure safety and environmental compliance are built into all activities and operations including designs for internal and external work requested by customers. • Coordinate with management, sector, service delivery and other PBI matrix partners to successfully execute growth strategies across the enterprise. Initiate and sponsor process enhancements or re-engineering for productivity or quality improvements. • Ensure critical process and compliance controls are in place and effective. Ensure organizational compliance.• Provide leadership, guidance and coaching to develop and motivate staff and enable empowerment.• Build customer relationships that engender excitement for our business and promote the customers and PBMS's success.• Instrumental in securing a 4 year renewal at an international technology company, and adding over $5.5 million in additional business. (Lobby Ambassador program, including use of remote lobby attendant technology)

Created the business plan and all marketing material intended to introduce GDS into the Business Process Outsourcing (BPO) / FM market, by leveraging the current success of the in-plant print and mail/fulfillment operations. Capture niche market share in the outsourcing (on-client site) FM market. Execute sales strategy and revenue goals for this new service offering. Focused on helping clients grow revenues and reduce expenses by enhancing the value of their business documents by streamlining processes. In an age of information overload, helped clients optimize document-intensive business processes (DPM) and empower their communications.

Regional business leader for a $500M division of Oce, NV (Oce Business Services – Now owned by Canon) focused on facilities management, including business development, lead generation, vendor relationships, business process management, document process, client satisfaction, employee satisfaction, office services management and financial performance. Developed and implemented initiatives and procedures that increased sales, reduced costs, and streamlined operations. Developed new business, secured customer loyalty, and forged strong relationships with key clients.• Negotiated, planned, and executed successful FM account engagements and installations worth over $25M annually, over an area including six (6) US States and Western Canada. • Motivated and developed a region staff of 300+ employees, 42 managers and nine (9) direct reports from area management. Implemented a customer first strategy, empowering employees to make every customer experience exceptional, resulting in a 20% improvement in customer satisfaction ratings. 98% current customer retention over a seven (7) year span.• Provided leadership and direction for region managers to ensure achievement of corporate goals and delivery of quality services. Full P&L accountability, including revenue generation, regional budgeting and business office requirements. Insured a high level of employee retention (21% improvement) and administered employee recognition programs. Focused on technology, process and staff development. Turned around multiple locations, increased revenues by 29%, and improved profitability by 33%. Reduced region expenses over $1.3M.• Implemented IIPP / ERT safety programs resulting in five (5) years running of zero (0) TRIR. Position required extensive travel.

Built, created and lead the Sales Operations department for a start-up company in retail electronics and e-tail distribution, through a 1½ yr period of exponential company growth from a $6M/yr start-up company to a $100M+/yr public company.• Responsible for inside sales revenue achievement, sales forecasting, customer service, RMA process, vendor management, corporate event coordination and facilities contracts. Managed a team of six (6) inside sales/customer service employees. • Created and implemented all internal work processes relating to the above responsibilities. Used Six sigma and TQM methodologies to decrease RMA and order process cycle times. Designed and implemented the customer care process resulting in a tenfold increase of inside sales renewals.• Developed product review process with OEM vendors to streamline product testing and delivery, resulting in 40% improvement in pass rate and resulting in RMA reduction by 32%. Saved the company $1.2M by decreasing order fulfillment from 38 days to 48 hours. Designed and implemented customer care program resulting in cost saving of over $1M/yr.• (Lexar Media is an industry leader in high performance flash memory products, focused on digital photography and consumer electronics)

Held various positions within Xerox Corporation over 10 years, culminating in Operations Manager for the Central Valley Operation (Sacramento area)• Responsible for the Sacramento regional business operations performance, P&L management, regional employee leadership, client relations, discovering and implementing new business. Responsible for motivation and success of 130 employees and 11 direct management reports.• Restructured and led the region operation using Operational Excellence initiatives to ensure high quality business solutions. Created and executed successful business plans, using Six Sigma and Total Quality management principles, and cross function employee teams.• Tripled account base, grew revenue from $5.8M to over $10M/yr, improved profit margins 11 points, and improved employee satisfaction scores 15%.