• Concentric is a national consulting firm focused on developing and implementing solutions to help businesses become more profitable. Represented by a cadre of Solution Partners with experience in many industries and all business disciplines, we provide services in areas such as: Process Improvement/Six Sigma, Corporate Development, Expense Reduction, Cost Segregation, Audit and Risk Management, Tax Incentive and Credit Programs, Financial Planning and Business Analysis, Insurance Auditing and Employee Benefit Review, Due Diligence, Effective Marketing, and Training. Technology and security consulting. Concentric also provides Expert Witness services.• With principal responsibility to develop strategic sales and marketing plans, define organizational presence, and position company to be a proactive partner to a nationwide network of professional business consultants. Created client needs assessments, marketing pieces, and sales support documents to help increase closing ratios. Also developed internal and client-focused contracts and legal documents, and reviewed various legal documentation for compliance. Chief compliance officer.• By using extensive customer relations, training, and process improvement experience, was able to strengthen a client-driven, quality-focused sales experience resulting in increased sales – and a more professional approach to the marketplace. Have developed programs that will help the company and it's clients maximize profits and foster sustainable growth.

• Holiday Retirement is the premier provider of Independent Living and Assisted Living communities throughout the United States and Canada. We are in the business of providing security, comfort, and value to seniors seeking an active and fulfilling lifestyle - by providing "The Holiday Touch". Always the innovator, Holiday Retirement's "Holidaytouch.com" website was named the winner of the 2014 "Best Senior Living Provider Websites by Large Companies" by SeniorHomes.com.• We, as a team, are always looking to improve the life experience of our residents and the work experience of over 11,000 field employees that we interface with on a daily basis. My team developed an extensive support mechanism for a proprietary computer system, including several state-of-the-art programs, that help our communities manage both the sales process and the day-to-day leasing and daily management of over 300 retirement communities.• Using extensive experience in customer service, training, and problem solving - plus in-depth working knowledge of most general business disciplines - to continually improve a customer-focused support program and, by providing one-on-one and incident-specific support response, I solve problems and quickly train and reassure novice and frustrated users that they can master the complexities of the program without creating operational interruptions. I also create and deliver webinars that teach how to increase day-to-day operational efficiency, ways to increase sales penetration, and driving greater revenue and profit retention – all calmly conveyed using a “we are here to help you” attitude. Write quick guides and edit user manuals.

• Overall responsibility for regional operations and customer service, including Facilities management, Sales and Marketing, and Human Resources in Western Oregon (Salem-Albany-Eugene-Roseburg).• Established a regional sales and marketing campaign targeting outside commercial business that resulted in a 20% increase in overall sales volume. Hired and trained sales personnel. Assisted sales staff with sales support and technical assistance. • Reorganized two service centers and expanded geographic area of operations. Built out a new 18,000 sq ft warehouse. Managed all warehouse and operating units, 50 employees, 5 direct reports. Installed stringent OSHA and safety practices. Established effective goals and controls. Aggressively managed P&L and budget goals. Implemented improved systems and procedures. Identified best practices and closely monitored results to ensure uniform consensus and compliance. Managed vendor and sub-contractor performance. • Improved customer satisfaction ratings, increased staff performance levels, implemented new training programs. Supervised call center, customer service follow-up, and dispute resolution. Reviewed staff competencies and established improvement criteria. Responsible for recruitment, hiring, training, and labor relations. Conducted performance evaluations. Significantly improved sales, income, and bottom-line retention of profit while enhancing company reputation for reliability and customer service.

• Developed and implemented corporate-wide customer relations and warranty administration policies. Introduced the “every customer contact is another sales opportunity” concept. Improved performance of the national technical support center, the warranty claims authorization program, the administrative support department, and the pre-legal resolution unit. Supervised a staff of 40 (including warranty technicians), 5 direct reports.• Reorganized customer and dealer call centers for greater efficiency, and lowered excessive out-of-warranty expenses. Installed an improved communication process designed to accelerate conflict resolution and reduce case backlog. Improved ACD tracking and reporting and greatly improved company-to-customer communication, reduced call response times and abandoned calls.• Stepped in to personally resolve escalated customer issues, while modeling best practices to raise overall team performance. Conducted training in effective problem resolution, active listening techniques, mediation skills, and the subtle use of sales closing devices. Made on-site calls to a nationwide dealer and vendor network to better understand their needs and problems. Created a strict settlement protocol that reduced settlement costs by over 33%. Performed pre-legal evaluations using cost-benefit analysis.

• Responsible for administrative management and supervision of a multi-location automobile dealership group with sales in excess of $195M and over 300 employees. Identified organizational needs and delivered effective solutions that improved efficiencies and created greater profit opportunities. Business office oversight, solving accounting and financial problems, purchasing company-owned real estate, implemented credit and collection policies, managed vendor relationships.• Restructured the lease-return department and returned it to profitable status. Added to company profitability through personal production during assignments as a Finance Manager and Fleet Manager.• Successfully undertook projects that included real estate acquisition, facilities management, sales management, developing marketing strategy, implementing credit policy, and reviewing and auditing business office and accounting procedures. Created an in-house collection department. Saved $420K by renegotiating all vendor contracts. Initiated a cross-training program that lowered labor costs by 15%. Enhanced sales support capabilities.• Prepared capital improvement budgets, negotiated and approved all leases and contracts. Arranged financing, managed banking relationships. Improved all employee benefits programs, installed a new 401k, expanded benefit levels while lowering costs. Updated employee handbook and administrative policies.• Accountable for integrity of the physical plant, safety and security, loss prevention, OSHA compliance, tenant relations, maintenance and property improvements. Developed predictive and preventive maintenance programs for fixed and mobile assets. Possess a thorough, hand-on working knowledge of most building and maintenance trades.• As Operations Manager, worked closely with department managers to improve the level of after sale customer service and increase customer pay revenues - which helped to increase repeat and referral business by more than 50%.