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Objective

Increase organizational efficiency, unify team members around common vision and mentor through servant leadership in an environment of continuous learning and improvement.

Summary

PROFILE

A principled leader recognized by his peers for integrity, business ethics and high level of achievement. An encourager with an innate ability for building unity among different departments with competing priorities while meeting common objectives. A professional with more than 28 years experience designing and implementing positive ROI initiatives while increasing organizational efficiency. Primary areas of expertise in Operations, Project Management, Advertising/Marketing, Change Management and Executive Leadership.  

Value Proposition

Operational Expertise

Track record of creating and implementing internal operational initiatives that produce quality, efficiency and  performance.  Assembled and managed top-producing teams that have consistently exceeded internal and external KPIs.  Effectively managed a workforce as large as 500 people at multiple locations with P&L responsibility.  Strengths in proactively identifying and resolving problems through building consensus and implementing creative objective based solutions.

Change Management

Proven ability to effectively lead through organizational change.  Strong communications and listening skills utilized in "ADKAR" change management model. Led organization through multiple major change campaigns with the most recent being a consensus regarding and adoption of a uniform clinical standard of care for all hearing aid patients.

Proven Leadership

Servant leader that engenders strong loyalty and inspires passionate commitment from team members.  Experience in coordinating departments and teams with different interests toward unified goals.  Track record of effective corporate leadership through adversity as well as times of prosperity. Talent for developing the professional skills of team members.

Project Management

Successfully managed hundreds of different projects across diverse vertical markets by balancing quality and performance standards.  Effective communicator in C-level and large group presentations as well as one-on-one written and verbal communications.  Most recently executed a 6 month project to implement new product line that involved   new office space build-out, acquiring new equipment, extensive on-site and off-site training sessions, integration of new billing/revenue model as well the the development of new patient service protocols.

Vendor Relations

Worked together with key vendor decision makers to develop strong "win/win" business relationships that led to negotiating reduced costs, expanded warranties, reduced shipping costs and free supplies.

Business Ethics

Hard worker that leads through example and is willing to do what it takes to accomplish goals and objectives.  Recognized by co-workers, clients and business partners for unwavering personal integrity regardless of the situation.

CAREER HIGHLIGHTS

  • Developed original, branded content library designed to be decision aids for specific patient personas including 14 page hearing aid buyers guide
  • Grew local clinic website traffic from an average of 400 sessions monthly to over 10,000 session monthly
  • Compiled detailed  competitive landscape matrix of all hearing aid fitting locations within 25 mile radius
  • Conducted keynote presentations to multiple groups ranging in size from 20 to 350 people, the largest were to audiologists and practice managers at GN ReSound fly-in training events in Las Vegas and Miami.
  • Created clinic tracking protocol to measure referral sources, conversion rate, new/upgrade patient %, avg revenue/aid fit, avg upgrade cycle, and binaural rate all by location and audiologist 
  • Helped audiology clinics across the country increase sales, gain marketshare, establish a brand voice & move from descriptive to predictive analytics models
  • Helped dozens of businesses successfully reach their audience through new media resulting in increased engagement rates and positive ROI
  • Reduced overhead costs by more than 20% through outsourced partnership and increased operational efficiency
  • Worked directly with sales and marketing to secure and maintain several multi-million dollar accounts
  • Developed and implemented client interaction protocols which led to more than a 35% increase in client satisfaction rates
  • Led a company-wide change initiative to transition all employees from a facilities-based environment to a virtual environment

Work experience

Jul 2012Present

Executive Director

Audio Recovery, Inc.

Responsible for the day-to-day operations of the oldest ENT-based Audiology and hearing aid clinic in Oklahoma.  Lead a team of audiologists and professional support staff dedicated to restoring hearing loss by matching the best device/technology to meet the patient's individual needs with world-class service.

2014Present

Consultant - Strategic Operations /Data Analytics

RadVine Marketing

Help audiology clinics across the country increase sales, gain marketshare, establish a brand voice & move from descriptive to predictive analytics models.

Apr 2011Jul 2012

Performance Manager

YP (formerly AT&T Advertising Solutions)

Work directly with sales, operations and customers to facilitate and manage advertising campaigns to meet/exceed customer's ROI expectations.  Responsible for managing to quarterly/annual budgetary targets & increasing year over year customer retention.

Mar 2010Apr 2011

Partner - Operations/Customer Experience

BlueWave Mobile

Involved in every aspect of this new start-up; from sales to customer training and retention.  Primarily responsible for the day-to-day operations, customer support and new product/service offerings.  

May 2004Apr 2011

President

VisionQuest Marketing

Provided leadership and overall direction for the organization.  Developed and implemented a strategic plan to advance the company's mission and objectives and  promote revenue, profitability and growth as an organization. Oversaw company operations to insure production efficiency, quality, service, and cost-effective management of resources across all departments.

Jan 1995May 2004

VP Client Services

VisionQuest Marketing

Developed and implemented policies and protocols to ensure effective communication and strong client relationships.  Managed efficient communications between all internal and external departments and clients.  Provided leadership and professional development of subordinates within the Client Services department. 

Apr 1993Jan 1995

Director of Operations

VisionQuest Marketing

Planned and coordinated daily operations for a staff of over 100 employees.  Responsible for all aspects of production, scheduling, quality and hr functions.  Developed policies and procedures that ensured operational efficiency and performance that consistently exceeded KPIs.

Dec 1991Apr 1993

Branch Manager

TCIM Services

Responsible for the day-to-day operations of the Edmond, OK operations center.  Managed a workforce of 100-150 people to meet daily and monthly operations goals.  Reported directly to the VP of Operations.

KNOWLEDGE BASE

  • Healthcare Services & Medical Devices                                                                 
  • On-line & Off-line Advertising Strategies & Implementation
  • Social Media Best Practices for Business                                          
  • Strategic Planning & Growth Management                               
  • Development of Reproducible Business  Models
  • Digital Presence/Website Analytics/Zero Moment of Truth   
  • Customer/Patient Journey Mapping

EXPERTISE

  • Operational Management
  • Data Analysis & Statistical Modeling                                          
  • Developing & Enhancing Client/Vendor Relationships                            
  • Change Management                                
  • Executive Leadership                                  
  • Project Management                                  
  • Strategic Planning & Business Forecasting                                
  • Consensus Building
  • Problem-Solving
  • Contract Negotiation
  • Brand building
  • Developing Compensation Plans/Retail Pricing Strategies

Education

Interests

Family - Church - Music - Technology - College Football  - Travel