Proven experience in strategic planning, design, development and implementation of many cross functional initiatives. Extensive leadership expertise at both the ground and executive level. Creative problem solver and crisis manager with excellent communication and analytical skills. Beverly Huffman Customer Service Executive Strategic Leadership Change Agent Customer Focus Staff Development Member of Strategic Planning Team since 1990. Responsible for successful development and execution of business plans and budgets for multiple departments such as Customer Support, Product Support, Service Center, Wholesale Sales, Consumer Sales, Sales Operations and Distribution. Accountable for budgets of over $5MM. Assessed markets, analyzed competitive positions and successfully implemented realistic plans to achieve company goals, revenues and profits. Proven track record developing and executing immediate and long term improvement plans ranging from processes to personnel practices. Responsible for several turnaround projects and implementation of CRM, ACD, and Dealer Ranking program which uses statistical analysis to guide target marketing. Acted as Senior Liaison and Project Champion to IT for Sales and Service. Accountable for advancing and maintaining best in class customer care for both wholesale and retail contact points. Lead relationship development program which resulted in improving market share with a major retail franchise (140 stores) from 5% to 50% and sales from $1MM to $20MM. Member of company-wide leadership team directed at making retail customers more successful. Led up to 15 managers and over 100 associates in diverse roles across the organization. Created career paths, training and compensation packages to encourage recruiting and retention of high performance staff at all levels. Mentored associates, supervisors and managers who went on to expanded responsibilities and significant positions. Practice and advocate Servant Leadership and the belief that good associates are an organization’s best asset.
<ul><li>Operations Director – Toy Division (2008 – 3/2009) </li></ul><ul><li>Moved into this internal consulting role of Crisis Manager to evaluate and implement solutions to stem the losses of a newly acquired company. Managed staff of 10. </li></ul><ul><ul><li>Restructured sales and pricing strategy with immediate 50% reduction in losses. </li></ul></ul><ul><ul><li>Decreased aged and dead inventory from over $1MM to less than $30K in just 60 days at 3 times expected revenue. </li></ul></ul><ul><ul><li>Evaluated feasibility of success in current markets and developed resulting exit strategy. </li></ul></ul><ul><ul><li>Recommended and implemented Division closure in half the time expected, saving company $3MM. </li></ul></ul>Champaign, Illinois 1 989 - 2009 Global developer, manufacturer, marketer and distributor of radio control hobby products, model trains and educational toys that grew in sales from $50MM to $300MM. Reason for leaving My assignment to the Toy Division was to be the first in a series of leadership roles in acquisitions and mergers. Upon my recommendation the division was closed. Due to the economic downturn, positions associated with this type of expansion have been eliminated.
<ul><li>Director of Services (2003 - 2008) </li></ul><ul><li>Responsible for managing Customer Support, Product Support, Service Center and Sales Operations with four direct reports and staff of 40. Evaluated and resolved all service issues related to shipments, pricing, warranties, promotions, instructions and marketing materials. </li></ul><ul><ul><li>Proposed and implemented ACD System which provides detailed information on call trends, staff productivity and scheduling needs. Saved $100K in salaries, increased gross margin $500K and greatly improved customer experience. </li></ul></ul><ul><ul><li>Led research, development and implementation of CRM which provides central data point for customer information, product quality data and productivity metrics. Increased efficiency 30% and reporting capabilities over 100%. </li></ul></ul><ul><ul><li>Instituted Consumer Product Tracking system that reports defect trends and types, inspection and repair status and improves product quality. </li></ul></ul><ul><ul><li>Designed first Dealer Ranking Program database to categorize dealers and support targeted marketing campaigns. </li></ul></ul><ul><ul><li>Managed over $2MM in product liability claims with no payouts. Led Consumer Product Safety Commission response team resulting in no negative judgments. Responsible for all Better Business Bureau claims and maintained an A+ company rating. </li></ul></ul><ul><li>Director of Sales (1999 - 2003) </li></ul><ul><li>Responsible for supervising four Sales Managers and 40 Account Executives supporting 2,000 business customers and over 20,000 consumers at inbound and outbound call center. </li></ul><ul><ul><li>Monitored competitor sales and marketing activities and developed comprehensive sales plans resulting in 10% annual growth in revenue and profits. </li></ul></ul><ul><ul><li>Increased revenues and profits through comprehensive outbound freight program. Continued annual cost savings are $250K. </li></ul></ul>
<ul><li>Director of Sales, Service and West Coast Distribution (1997 - 1999) </li></ul><ul><li>Responsible for managing day-to-day operations of Sales and Service as well as Distribution Center in California. Supervised 15 direct reports with staff of 100. </li></ul><ul><ul><li>Developed and implemented annual business plan and budget. </li></ul></ul><ul><ul><li>Created career tracks, training, recruiting and compensation plans </li></ul></ul><ul><li>National Sales Manager (1994 - 1997) </li></ul><ul><li>East Coast Sales Manager – Richmond, Virginia (1993 - 1994) </li></ul><ul><li>West Coast Sales Manager – Paso Robles, California (1990 - 1993) </li></ul><ul><li>Customer Service Manager – Richmond, Virginia (1989 - 1990) </li></ul><ul><li>Additional Professional Experience </li></ul><ul><li>BEST PRODUCTS , Norfolk, Virginia Beach and Richmond, Virginia 1983 - 1989 </li></ul><ul><li>VAN HEUSEN FACTORY OUTLETS, Williamsburg, VA and Spartanburg, SC 1982 - 1983 </li></ul>
EDUCATION MBA , Lynchburg College, Lynchburg, Virginia, 1982 BA , Business Administration, Lynchburg College, Lynchburg, Virginia, 1981 Six Sigma Certification – Currently pursuing through Villanova University CORPORATE SPONSORED SERVICE PROJECTS Juarez Service Project Conceived and led company sponsored annual volunteer program that travels to Mexico and builds homes for severely impoverished. Homes have been built for 9 families in 4 years. Habitat for Humanity Member of Concept and Leadership Team for project resulting in a home built with 100% Horizon volunteer labor over 4 week period.