Susan Kane Email & Phone Number

Discipline, process, tools, and structure that enable you to make the best possible decisions. Providing Strategic planning, Operational Excellence, Customer Experience, Organizational Design, Executive Coaching, Culture Change, Recruiting and hiring programming and execution, Team-building and leadership development programs, DiSC analysis for individuals and organizations. Strong servant leadership and tactical management discipline applied in start up environments and turn around situations is a specialty. Recent projects include strategic planning and leadership development for the Economic Growth Institute at The University of Michigan, multiple marketing and sustainability programs, development of the Defense Innovation Network portal (to enable tech transfer) for the Workforce Intelligence Network for Southeast Michigan (WIN), and multiple Human Resources projects encompassing: organizational design, leadership development, recruiting and hiring, and professional development.

Building foundations of sustainability and growth; finding opportunities to help others to achieve success. Developing operational excellence and a sharp focus on end user/customer experience. Applying basic building blocks of extensive team member growth and development, effective and intentional organizational design, HR resource management, recruiting and hiring specialization, and incentive creation and motivational team building. Helping others to find success through servant leadership, in start up environments, established corporate structures , and through personal executive coaching. Working with economic development organizations to leverage those same building blocks of people success in entrepreneurial environments.

Ann Arbor, Michigan, United States

• Added EBITDA through introduction of ancillary services including car washes, premier parking, valet services, and car covers, diversifying company’s product and service portfolio. • Implemented new Vehicle maintenance Franchise in Atlanta location, increasing annual revenue.• Opened new locations, improving revenue by $3.5M+; coordinated all aspects of site selection, creation of operational models, and integration of industry-leading luxury facilities. • Eliminated overtime and reduced payroll expenses by $1M while improving service levels as evidenced by Net Promoter Score rise by implementing new customer-focused scheduling model.• Established safety-first culture complete with new safety KPI’s, training program, and disaster preparedness plans; reduced reportable incidents year-over-year. • Navigated company through workplace fatality, preparing and delivering case to OSHA reducing violations from negligent to serious and fines over $50K to $6K. • Reduced service times by average of 20% through standardization of fleet operations and maintenance processes. • Created and implemented dynamic, online policy and procedures documentation to manage a distributed network of locations to deliver consistent experiences and results.• Designed and installed performance-based compensation and incentives plan, and aligned disparate job responsibilities across locations tying incentives to EBITDA targets for management.

• Improved sales in stores by over 10% YoY and increased EBITDA in excess of 40% over 3 years. • Reduced payroll by $1M through innovative scheduling and staffing efforts. • Rebuilt strong franchisee relationships with corporate, focused on adding value to franchise operations; restructured field support team to improve store accountability leading to signing of over 80% of franchisees to new operational excellence commitments, improving NPS by 5% in first year post-launch. • Attained record-breaking company store safety record. • Refranchised all company-owned stores, enhancing focus on franchise model and brand leadership.

• Boosted regional sales in Florida to $400M annually while ranking #1 in national wireless performance. • Earned “Best in Nation” recognition for operational audit results. • Managed through major weather event leveraging disaster preparedness during hurricane; grew sales by 200% for 2 months and attained zero employee injuries. • Recognized as Top Performing Region (Minneapolis) for 4 consecutive years based on sales and profits. • Reduced payroll to less than 10% of sales in Minnesota region. • Introduced formal training programs, enhancing management pipeline regionally.

Mba, And Hr Certification

MBA in Global Business

Lean 6 Sigma Green Belt Certification

Retail Management-Eight Ways To Win In Retailing

Master'S Degree, Health/Health Care Administration/Management

Nearly complete with a Masters in HealthCare Administration.

Level B-1, German Language