Operations & Change Management• Headed all company operations including supply chain, customer service, distributor relations, IT development and support, and marketing execution.• Created global expansion model, enabling growth opportunities in 40+ countries.• Managed and fostered relationships with key distributors, strategic partners, and outside consultants.Team Leadership• Mentored staff and led operations by setting expectations for overall performance and accountability.• United teams and closed cross-departmental communication gaps to improve and maintain morale and environmental harmony.• Ensured member satisfaction and retention through proactive resolution ideas and driving actionable responses to questions, concerns, or challenges.Sales & Marketing Integration• Designed and launched proprietary gift card marketing platform generating $2.5M+ in free member marketing dollars by year two.• Led sales forecasting and trend analysis, promotional penetration, commission plan effectiveness, and phone/web traffic conversion.• Coordinated brand management, social marketing strategy, and sponsored campaigns to drive member engagement and duplication.Product/Project Management & Vendor Relations• Supported product development life cycle from concept to shelf for flagship product lines and category creators.• Managed product procurement with 30+ supplier relationships.• Implemented management solutions to determine time, quality and cost analyses for sorting business plan priorities.• Created industry first fully interactive product testimony storyboard platform.Technology Initiatives• Led in-house and outsourced development of cross platform mobile app resource for sales/product training, information share, event promotion, product usage compliance, and mobile-only sales promotions.• Set strategic plan and development and ongoing management of proprietary software including: member portals, commerce platforms, and complex commission programs.

Management of DEWALT e-Business & Internet Marketing• Set strategic direction for all internal and external facing DEWALT websites including but not limited to: DEWALT.com DEWALT SERVICENET End-User Database Sales Tracking System DEWALT ToolNet Internal Product Data and Image/Video Management System• Execution of End-User Promotions and Contest

Management of DEWALT SERVICENET• Set strategic and global direction of DEWALT SERVICENET based on PSD business objectives• Built product road maps for internal and external development resources to set enhancement priorities, and manage work flow• Oversaw Coordinator position who facilitates order management, site/user support issues, FAQ, and assists with site testing• Managed all capital and budget spending as well as authorized claim direction and online audit processes• Q1 2003 DEWALT SERVICENET sales 170% to previous year (represents 20% of U.S. parts sales)• Hit $4.5 million dollar sales goal in 2003• Growth of 70K+ users registered, 8.8 million pages viewed, and $26k+ orders in year two• Created foundation for third party corporate sponsored product extended warranty programManagement of TeleServices (Parts Central) Contact Center• Set strategic direction for PSD call center responsible for sale of power tool parts and accessories• Fiscal responsibility for sales growth and expense budgets• Worked with Corporate Telecom to plan PBX process flow to increase call volumes and close rates• Oversaw 7 customer representatives and 1 department supervisor• Reported on daily, weekly, and monthly call activity measurements and goals for team and individuals• 2002 year-end sales up 147% to FAB ($1.33 million) and year-end O.I. +29% to previous year• Incoming calls up 23% to previous year and a record setting 66K+ transactions Management of PSD Telephony System (TOPS)• Managed predictive dialer system responsible for contacting customers for repair pick up• Drove down days repairs outstanding measurement for field• Managed IVR responsible for inbound repair status, service center locator, and entry to TeleServices department• Set and planned growth direction for future applications

• Designed and fulfilled business requirements for implementation of DEWALT SERVICENET (online parts & repairs)• Worked with Click Commerce, Towson IT, Hampstead IS, e-Business Team, Service Marketing, Supply Chain, and Finance to meet launch timelines and complete project integration• Planned and executed integration of technical publications, parts ordering, warranty claim reimbursement, and internet drop box modules• Oversaw all site back end integration plans inclusive of BOM system data integration, transactional DTS packages, pricing and contract management, and customer data collection in SQL environment• Responsible for all site regression testing, issue resolution, and design enhancements• Conducted full launch to all service account customers (resellers, distributors, coops, and authorized partners)• Integrated payment gateway to open site to DIY credit card orders returning an incremental $500k in parts sales in 2002• Converted 15% of U.S. part sales to online ordering ($3.5 million) in first full year online allowing for lower field inventories, higher drop ship percentages, and a decreased customer reliance on service center branch locations• Transitioned 100% of authorized service centers to online claim processing reducing thousands in fraud and mistakes

Project Manager for DEWALT.com • Designed and implemented business requirements for DEWALT.com launch focusing on product catalog integration and microsites• Worked with Vicious Systems, PMs, and e-Comm teams to market DEWALT products, brand image, and promotions• Research competitive and other industry websites to set site standards and goals• Planed new site functionality and usability enhancements• Maintained site content, launched user promotions, and created direct / targeted email campaigns• Implemented retail and service center locators• Reported website traffic and promotion effectiveness through use of WebTrends and other analytical toolsToolNet Administrator• Developed tool and accessory hierarchies and populated all professional product content• Worked with PMs, SQL server programmers, and third party vendors to properly populate and integrate ToolNet for DEWALT.com and intranet launch• Planed new functionality for both internal and external (DEWALT.com) uses• Maintained all data, images, product relationships, hierarchy structures, and user maintenance

• Direct-marketed DEWALT Power Tools and Accessories in Richmond, VA and Baltimore, MD Markets• Focused around Big 4: own the end-user, product knowledge expert, fiscal responsibility, people development• Planed and executed retail sales and training events• Created end-user database (EUD) to replace “user ladder” system, allowing for comprehensive sales and account tracking by region