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Paula Kruger | EVP | SVP | Managing Director, Sales & Service Operations, Call Centers⌨ paulahkruger@gmail.com ☎ 720-218-4005I am a strategic operations executive who drives organizational turnaround, business transformation, performance improvement, and dramatic revenue growth. What I do is step into under-performing businesses, and serve as a change agent who re-energizes the organization, engages the teams, and equips them to exceed their objectives.A strong believer that people are the most valuable asset in building a business’ competitive advantage, I am strongly committed to building strong teams that work effectively to change the trajectory of the business and capture and sustain competitive advantage.The added value I bring to the table is my ability to conceptualize new innovations and fresh approaches to connect with the customers. I repeatedly identify opportunities to improve the customer experince, and deliver distinctive, cost-effective, value-added service.»»» EXPERTISE »»» ☑ Operations Management☑ Executive Leadership☑ Business Transformation☑ Call Center Start-Up & Development☑ Business Process Improvement☑ Outsourcing Management☑ Operational Analysis☑ Operational Streamlining☑ Customer Relationship Management (CRM)☑ Customer Experience Management☑ Talent Management☑ Cross-Functional Team Leadership
White Rock Business Advisors, Llc
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Business Advisor M And A Small And Medium BusinessesWhite Rock Business Advisors, LlcDallas, Tx, Us
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Business Advisor M & A Small And Medium BusinessesWhite Rock Business Advisors, Llc Apr 2015 - PresentI specialize in M&A facilitation for small and mid-sized clients across diverse industries (telecom, health, aerospace and defense, retail, engineering and recycling) with revenues of $500K to $20M.In providing end-to-end client support, I seek the optimal acquirers, assist in structuring the transactions, and intermediate with the buyers and sellers to negotiate the terms and bring the deal to closure.► Marketed regionally-leading recycling company to prospective buyers. Vetted PE companies, individual prospects, and corporate prospects. Structured negotiations between client and optimal buyer to successfully close the sale.► Vetted competitor seeking to acquire 15-year-old distributor of high quality fasteners, electronic components and cable assemblies for the aerospace and defense industries, and participated in negotiation and due diligence process leading to purchase agreement.► Evaluated prospective buyers of 30-year-old illuminated signage company, serving primarily municipal, institutional and commercial entities. Participated in negotiations with most viable buyer, and led due diligence, to bring the transaction to a successful conclusion.
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Managing Director, Customer OperationsEir May 2014 - Apr 2015St Johns Road West, Dublin 8, IeI joined this telecom company to lead business-critical initiative to overhaul customer service delivery. Eircom is the only telecommunications company in Ireland that offers mobile, fixed line, television, and broadband services. My scope encompassed building the changeover team to ensure the call center outsourcing to India from Ireland occurred with zero impact on the customer experience. I managed a $50M budget and oversaw 8 direct reports.► Orchestrated sweeping change, planning, structuring, and implementing comprehensive streamlining of the call center, by developing and launching new training programs to boost employee retention and productivity.► Conducted comprehensive KPI analysis, identified challenges, trends, and inefficiencies in performance, and developed and delivered targeted quality assurance training. -
CeoMilano Worldwide Sep 2008 - Apr 2014I initially came on board as CEO with this early-stage consumer products company, in an equity investor role. Milano specialized in customized products for corporations, universities, sports organizations and resorts. My focus was on conceptualizing and instituting progressive business strategies, establish a global distribution network and acquire licensing and alternative marketing opportunities. I hired and led a talented staff.► Skyrocketed business volume 7-fold, by directing launches of new factories in China, and establishing logistics structure to effectively manage product importation.► Captured business with Fortune 500s and corporate leaders including Heinz, Bridgestone, Geico, Campbell’s, General Mills, Disney, University of Texas, Emory University and Harrah’s Casino.► Positioned organization for sustained growth: 100% over 2 years, during a national recession period.
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Evp Consumer And Small Business DivisionQwest Communications 2003 - 2008Qwest Communications, Denver, CO The CEO recruited me to lead full-scale turnaround of the largest division of this telecom, the mass market division, which generated $6B annually and employed 8,000 staff.► Increased revenue $2.30B by growing EBITDA from 28% to 37% in 4 years.► Cultivated $1B in new revenue by splitting small business team from consumer market, then positioning that specialized team to launch alternative markets group to focus on new channels of distribution.► Generated an additional $5M in sales by quickly building a high-visibility retail presence, establishing kiosks rolled out to 100+ malls and retail sites.► Slashed operating expenses $500K over 5 years for the mass markets division, largely by developing leaders, managing talent, providing service training, and optimizing processes.
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President, Crm Division And Call Center OutsourcingEds 2000 - 2002UsI conceptualized and instituted a progressive new business strategy for this $1B global consulting and outsourcing company. EDS was the largest independent systems management and IT service provider in the US, with 200 global locations,15,000 employees, and annual revenue exceeding $22B. I fully directed P&L. My scope further encompassed driving sweeping change to transform marketing and service delivery, in order to drive and sustain profitable growth.► Established $2.5B pipeline of new business, by forging alliance with AT Kearney to provide end-to-end outsourcing solutions to their customers.► Captured unprecedented ROI on $100M investment in infrastructure development, talent management and progressive marketing, key to driving $400M in new business and slashing operating expenses 18%. -
Vp Of Customer CareExcel Telecommunications 1997 - 1999UsI led development of a world-class operating environment for this start-up communications services provider, which generated $2B in annual revenue. I defined a 3-year strategy to overhaul the infrastructure and to distinguish the company as a service excellent provider. Additionally, we realigned recruitment, selection and training.► Captured JD Power’s highest rating for 1st call resolution, and 2nd highest rating for overall customer satisfaction.► Reduced order to distribution cycles 30%, largely by overhauling the end-to-end order processing system.► Contributed to integrating key acquisition, providing Excel with a nationwide fiber-optic network.
Paula Kruger Skills
Paula Kruger Education Details
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Graduate School Of Business, Cw PostMarketing/Economics -
Cw Post CollegeEconomics
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Northwestern University - Kellogg School Of Management
Frequently Asked Questions about Paula Kruger
What company does Paula Kruger work for?
Paula Kruger works for White Rock Business Advisors, Llc
What is Paula Kruger's role at the current company?
Paula Kruger's current role is Business Advisor M and A Small and Medium Businesses.
What is Paula Kruger's email address?
Paula Kruger's email address is pk****@****ail.com
What is Paula Kruger's direct phone number?
Paula Kruger's direct phone number is +130337*****
What schools did Paula Kruger attend?
Paula Kruger attended Graduate School Of Business, Cw Post, Cw Post College, Northwestern University - Kellogg School Of Management.
What are some of Paula Kruger's interests?
Paula Kruger has interest in Leadership, Customer Experience, Team Building, Evp, International Technology, Business Transformation, Employee Engagement, Employee Engagement Expert, Coo, Executive Management.
What skills is Paula Kruger known for?
Paula Kruger has skills like Operations Management, Executive Management, Business Transformation, Call Centers, Call Center Development, Business Process Outsourcing, Outsourcing Management, Operational Analysis, Operational Streamlining, Crm, Customer Experience, Talent Management.
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