1. K E N N E T H W. S U S S E X
30 TIMBERIDGE DR, LAKE WYLIE, SC 29710 ▪ H: 262-574-5150 ▪ C: 919-338-3866 ▪ KENSUSSEX@YAHOO.COM ▪ LINKEDIN
BUSINESS DEVELOPMENT ▪ OPERATIONS ▪ MARKETING ▪ STRATEGIC PLANNING
COMBINES MARKETING SKILLS, STRATEGIC THINKING, AND BUSINESS INSIGHT TO DEVELOP AND TRANSFORM
CREATIVE IDEAS INTO COST-EFFECTIVE MARKETING SOLUTIONS.
Twenty five years of leadership experience identifying new market opportunities and developing and managing
innovative programs that have increased brand awareness and driven sales. Skilled at marshalling the required
resources and forging partnerships and coalitions. A consensus builder with a collaborative approach to leading
teams, while continuing to challenge the status quo in driving improvements to systems and processes.
Achieved the greatest success in dynamic situations demonstrating the ability to uncover meaningful yet critical
details that others overlook. An empowering coach with a strong interest in leading and developing others.
People Management/Development
Strategic Planning
Customer Relations
Project Management
Team Building
Brand Development/Management
Integrated Marketing Communications
Internet and Social Media
Intranet and Website Development
E-commerce Initiatives
Manuals/Franchise Training Materials
Coaching/Training
IT Initiatives
Budgeting
Sales Presentations
Collateral Materials
PROFESSIONAL EXPERIENCE
RESPONSE TEAM ONE, CHICAGO, IL
2014 to 2015
A $175million, full-service restoration and multi-family renovation company specializing in disaster repairs of residential and commercial
properties.
VP/Regional Manager
Responsible for oversight of 5 offices across the Southeast generating over $30 million in sales, coaching of
General Managers and other team members, implementation of new operational processes to drive increased
efficiency and profits, creation and implementation of compensation plans and measurement of key business
metrics including EBITDA results. Cultivated a sales culture within each office, managed key business
development activities and worked a targeted list of accounts and contacts. As a member of the RT1 leadership
team, I was involved with helping to implement processes in a decentralized business and set strategic direction
for the organization.
 Reorganized all of the offices under my direction and hired new leadership. Result: First quarter sales
increases of 25% on average at all locations
 Implemented a traditional business development sales model at the Nashville location which was being
rolled out company wide. Result: Developed new insurance client and secondary market relationships
which helped create a sales culture within my offices. These new relationships also helped to drive better
leads and larger losses thus increasing average job size with greater profitability
 Assisted with the implementation of an emergency response program. Hired emergency response
coordinators at all locations. Result: The program was a key revenue driver for the organization across
the Southeast and helped to increase the average job size by $5,000 and made the company less reliant
on other traditional revenue sources.

2.  Introduced the Net Promoter customer service metric Result: Created a proactive customer service
program, which provided feedback to the general managers and project managers so they could address
customer service issues quickly thus reducing project delays and increased costs.
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PAUL DAVIS RESTORATION AND REMODELING OF SE WISCONSIN, Milwaukee, WI 2008 to 2014
A $28 million, full-service restoration and remodeling franchisee specializing in disaster repairs of residential and commercial properties.
Director of Business Development
Responsible for all aspects of sales, marketing, customer service, information technology, and production.
Develops annual marketing plans and collateral materials, and conducts sales presentations and educational
seminars for key customer groups. Also responsible for managing website, social media, SEO and SEM
activities, and for providing marketing and operational input to the Washington DC and San Francisco facilities.
Supervises 21 individuals including the IT Manager and sales, project management, and marketing personnel.
 Managed the implementation of CRM software and virtual services, integrating technology systems and
merging data from three locations. The new system consolidated email, software applications, and
storage in a single location and enabled field staff to view and enter data. Result: Projected savings of
$75,000 to $225,000 over three years.
 Spearheaded an innovative customer service initiative that incorporated the Net Promoter Metric
measurement tool and included customer information packets, surveys/customer call back, and
customer appreciation gifts. Result: Increased customer satisfaction by 33% over two years.
 Developed a strategy establishing a local website and blog platform for three offices. Result: A 6%
increase in web leads in fewer than six months, representing up to 8% of total business leads.
 Introduced tracking measures providing data on customer service, sales "touches" and leads, and
profitability across three locations. Result: Achieved double-digit sales increases at two locations
and developed sales and customer service best practices.
 Established a marketing committee, pooling expertise and resources from three geographically dispersed
locations to develop an integrated marketing plan and collateral material. Result: The first ever
targeted marketing campaign, and the development of new and innovative marketing tools.
 Implemented MICA estimating, enabling technicians to sketch, estimate, and track water damage claims
on-site. Result: Significant decrease in errors, and vastly improved presentation of
documentation and invoicing.
 Devised and introduced an annual review process in collaboration with insurance carriers. Result:
Raised the level of communication with key clients, strengthened relationships, and creating
opportunities for performance feedback.
PAUL DAVIS RESTORATION, INC., Jacksonville, FL 2004 to 2008
The headquarters of a 295-office franchise system of general contracting firms specializing in disaster repairs.
Director of Marketing/Executive Chair of the Strategic Marketing Committee
Responsible for strategic marketing for the franchise network, including all online marketing, marketing/marcom
plans, collateral materials, and growing the public relations function. Coordinated "internal branding" through
seminars/roundtables and presentations at regional/district meetings and the national convention. Played a key
role in managing the national and regional sales teams and the network customer service program. Acted as
liaison between the Executive Franchisee Group and Paul Davis senior management.
 Created and sold to senior leadership and the franchise network the first ever Paul Davis B2C campaign
concept. This strategic shift away from B2B included a geographically targeted TV campaign in

3. coordination with The Weather Channel, Weatherchannel.com, and Weather Channel Mobile
application. Result: Opened up untapped avenues for business leads and growth opportunities.
 Negotiated a partnership with DIY Television. PDR featured in 11 episodes including rebuilding a
flood damaged home in New Orleans and renovating the Grand Ole Opry and the Detroit Tigers'
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Training Facility. Result: Combined creativity with a very limited budget to increase critical
consumer brand awareness by reaching an audience of over 20 million.
 Led a senior level project team over two years to create and launch a complete customer experience
model for the franchise network entitled "6-The Paul Davis Customer Experience Manual." Result:
Provided franchisees with an educational tool and roadmap to deliver an enhanced and
consistent level of customer service.
 Reworked entire franchise network collateral library, developing world-class marketing brochures, fliers
and sales presentations, and including a how-to manual for the Predict-A-Dry performance based
pricing program. Result: Enhanced brand consistency and professionalism, and increased the
closing ratio for sales opportunities.
 Created and launched the first online marketing strategy, including the development of three national
websites and 230 local franchisee websites. The franchise website platform enabled each franchise to
modify the look and content of their site using standard templates that ensured brand consistency. Also
led the development of national SEO/SEM campaigns. Result: Improved brand awareness and
increased website hits by 400% per month.
 Developed a franchise intranet system designed as a central collaboration source and information hub.
Result: Increased communication and collaboration between franchisee and franchisor and
enhanced availability of information to franchisees.
 Developed the National Firefighter Combat Challenge sponsorship, including regional events by
selected franchisees, local sponsorships of firefighter teams, and media exposure during the national
finals shown on Versus. Result: A national branding initiative and relationship tool allowing
franchisees to strengthen relationships with local emergency responders.
PAUL DAVIS RESTORATION AND REMODELING OF SW MICHIGAN, Kalamazoo, MI 1990 to 2009
A $3 million full-service restoration and remodeling firm specializing in disaster repairs of residential and commercial properties.
Owner
Established and built the business into a highly profitable franchise with 20 employees.
 Recognized as a Top 20 Franchise in a 230-franchise system in 1991 and 1992.
 Accepted the "Driver Award" in 2001 in recognition for achieving the highest percentage of network
sales growth for offices with greater than $2 million in sales.
 Built six custom homes, including two featured in the Kalamazoo Home Builders' Parade of Homes.
 Elected as District and National Executive Council President, and negotiated a new deal for US and
Canadian franchisees to keep both systems under the same "democratic" process.
 Initiated and orchestrated the first ever PDR joint national convention between US and Canadian
franchisees.
PRIOR TO 1990
REAL ESTATE INTERESTS, Bloomfield Hills, MI
A land development, construction, and asset management company.
Real Estate Sales Representative

4. Golf Course Manager
COMMUNITY ACTIVITY
Basketball, baseball, and hockey youth coach/Active in Restore America Community Service Initiatives