Outsized Insights is a customer-focused, technology-driven company supporting all facets of the Market Research industry. We’re passionate about this, and we have fun doing it! Long-lasting partnerships are built on a history of consistent and stress-free fulfillment, and we know that we’re only as good as the last project we’ve delivered. At Outsized, we focus on the small stuff, eliminating the complexity, so you can focus on the big stuff…growing your business! Let’s explore how we can partner together to make your job easier.

From 2013-2019, I helped grow Critical Mix from approximately $8M in annual revenue, to $65M, acting as VP of Operations. Led day-to-day operations of over 50+ Customer Care employees. Organized a development team that created a cutting edge chatbot for panel support, reducing manually created customer-care tickets by more than 70%.

• Managed 9 Global Operations facilities including North-American, European, and Asian Pacific offices. • Planned and created budget for Global Operations team. Developed significant metrics for costing, operations efficiency and resource planning. Projected 2012 & 2013 budget for Global Operations.o Operations Strategic planning which included 3-5 year projection of Operations structure to support the projected revenue growth.• Maintained high quality service level and delivery satisfaction (exceeding 96%) on serviced client research projects. • Developed processes and oversaw Operations requirements during ISO 20252 accreditation process. Ensured preparedness for certification audit. Accreditation was achieved in 2012, with re-certification through mid-2013.• Developed escalation plan and resolution process for project issues in compliance with ISO standards. Newly created metrics enabled the company to track escalations as well as trend and categorize resolutions to issues. • Created from-scratch bonus plan for Operations team, which successfully drove Operational goals and Project Management retention throughout the year. Significantly reduced project management staffing turnover in 2012. • In late 2012, after extensive Operations process measurement and analysis, made a presentation to Management recommending future systems development involving all Operations software tools. Recommendations included consolidation of product tools, streamlining of systems interface and increased use of reporting and metrics to increase Global efficiency. Projected efficiency gains approaching 60% after full-implementation.

• Advised and educated the regional operations team regarding market research best-practices.• Established relationship with key clients to create client-service processes that increase sales and enhance client satisfaction. • Developed new processes and procedures to simplify / streamline / enhance client-service operations and client interaction. • Advised and educated sales team regarding ways to successfully complete / deliver jobs with unusual or uncommon specifications. • Worked in conjunction with Director of sales to advise Management about promising revenue opportunities. • Trained, educated, and mentored client-service staff. • Level-loading workload across the team. • Responsible for hiring regional operations staff. Wrote and delivered performance reviews for regional operations staff.

• Informed and instructed market research firms regarding the development of surveys for the on-line environment. Made regular client visits to largest clients to strategize operational excellence and client-driven market research plans.• Managed an international team of 15 employees, including two ‘lead project managers.’ Acted as primary liaison & escalation point between the client / company, overseeing the delivery of more than $16.5 MM annual project revenue, the largest team in the company. Maintained customer satisfaction level greater than 97.5% across all projects, verified through satisfaction surveys presented at the conclusion of every project.• Led an international team of survey design engineers through programming, testing & launch of full-service on-line market research surveys. Oversaw entire sample fielding process, both internally (via Greenfield or Ciao) and externally (using outside partners). Supervised data preparation in SPSS or ASCII, often directing the compilation of banners / tabs for data analysis.• Spearheaded and launched a first-ever peer-to-peer meeting among Project Directors which focused on best practices, customer satisfaction and operational excellence.• Personally developed, with no external motivation, the consolidation of 14 different internal forms from five different departments. This “one-form” concept was first shared and adopted in the West, then rolled out company-wide. • Promoted four times in less than three years.

• Assisted with the summary of focus group studies / dial tests for television pilots.• Retrieved and analyzed ratings data for Sony / MGM television shows. Composed weekly and monthly memos – detailing recent developments, long-term trends and competitive outlook – which were distributed to executives throughout the company.• Seamlessly completed the responsibilities of the department analyst, including Fast Nationals and Network Primetime analysis memos, during several unscheduled absences.• Took the initiative in writing a Visual Basic program for Excel that identified and highlighted over 500 instances of Sony television show airings from a list of more than 5,500 weekly shows. Reduced the search process from 3+ hours to less than 4 minutes per week, while dramatically increasing accuracy.

• Participated in a three-month fundraising campaign that culminated in the company being acquired by Google, April 2004. • Worked with founder in developing the business plan. Edited, revised and expanded sections of the business plan accordingly.• Researched and analyzed industry structure and competitive environment. • Designed and implemented a qualitative survey focusing on the desire / needs of small businesses to implement a company website. Examined the saturation level of websites in the small businesses sector.• Created Excel-based model to analyze several potential courses for the business. Used the model’s results to help determine future strategic direction of company.• Made multiple presentations to potential investors.