AREAS OF EXPERTISE:
Strategic Planning Product Planning Customer Service Excellence
Process Improvement Marketing/Sales Innovation Budget Management
Tactical Leadership Turnaround Management Continuous Improvement
Technology Oversight Training Development Media and PR Strategy
Social Media applications Customer Loyalty Programs Team Building
Excellence in harnessing enhanced productivity and new market growth
A Performance Executive and Strategic Leader critical in establishing strong and sustainable bottom-line improvements within existing markets through decisive leadership, creative influence, and definitive action. Documented record of analyzing complex situations, challenges, and products; then executing innovative, competitive, and profitable results. High performance planner, team builder and organization mentor. Seasoned executive who has worked in small to medium sized companies with experience in developing turnaround programs and new stimulation campaigns.
SELECTED BOTTOM-LINE CONTRIBUTIONS:
Clarified the market, analyzed the original offering, and re-defined the end-product
Working with a 4-person team, established an internal market research program, collaborated with engineering on technical capabilities and limitations, drafted a comprehensive product development chart of possibilities, and identified new and critical feature sets. Refined the feature set and developed a more realistic rollout schedule, authored a new business plan, championed a more appealing break-even ROI model, increased the potential revenue stream, and identified an extended target market.
ØSlashed start-up costs by 50% and launched a new rollout path projecting more than 40% profit margins two years earlier than originally projected.
Stimulated effective sales & marketing efforts of a struggling product and improved customer appeal and retention
Led 6 direct reports and 30 indirect reports in researching customer attraction methods; customer loyalty programs; and existing customer service programs, establishing the organization’s first-ever customer feedback study. Identified critical operational and delivery issues, major flaws, complaints, and visit patterns in the original working model. Created a major product expansion program to diversify product offerings. Re-designed the website storefront featuring more product offerings and vendor advertising. Pioneered online programs and direct call center solicitation marketing programs.
ØSaved more than 25% on rollout costs and drove measurable traffic increases by more than 500%, resulting in higher per visit purchase averages by 21%.
Championed new business methods, system integration, time, and cost-savings procedures for the pre-eminent sports organization
Collaborated with internal and external teams to develop a technology systems integration plan for the business office / ticket department and game planning and analysis and talent recruiting departments; launched a five-year plan for the selection, design, and build-out of a new Headquarters Campus; and optimized public relations and marketing efforts.
ØEstablished a new and refined Quality Control tracking system with triple the report capacity.
ØConverted the Ticket Office to real-time transactions and reporting, reducing ongoing costs by 66% and improving customer service by 500%.
ØTripled recruiting report productivity in half the time at one-third the cost.
ØCompleted the new state-of-the-art $20 million Headquarters Campus, slashing $5 million from the initial design costs.
ØPositioned the organization to capture the highest-ranked team product sales in the NFL, securing sponsorships that saved $100,000+ in business costs annually.
Spearheaded research for the market demand and appeal of a new International League, and resolved operational and logistical issues in anticipation of business launch
Partnered with a 4-person team to develop an Organizational and General Manager blueprint for rollout activities across international time zones and directed the staffing and orientation program with sensitivity to international cultures, customs, and expectations. Created financial projections, established pre-season training camps in multiple locations, and negotiated key sponsorships.
ØPlanned and launched the first-ever international league that became NFL Europe.
ØNegotiated travel sponsorship programs that generated $5 million in advertising revenues and provided significant league operational cost savings of over $3,000,000.
Enhanced the business model exposure and reputation of an IT company poised to expand into additional industry verticals and technical areas
With a 3-person team, began the research to identify new methods for gaining visibility, joined forces with an outside PR firm to create an aggressive media campaign, and initiated the documentation of critical “above-and-beyond” performances in customer service. Expanded the existing informational website to an interactive site; negotiated a 30% reduction in production costs for creating the organization’s first-ever infomercial; and negotiated with a PR firm for the timely placement of major corporate success stories.
ØCreated visibility that led to targeted business leads and a 25% increase in business in the first year.
Recruited to resolve critical operational issues, identify new revenue streams and higher margin offerings, and turnaround employee morale
Reached out to dissatisfied employees to build trust and identify issues. Pioneered an incentive and rewards program, rewarded high-level performers with leadership roles, created a new group division to stimulate new business, expanded specialty offerings and travel packages, and implemented a customer feedback program.
ØTurned an unprofitable first quarter into profitability, capturing a 10% growth in business in year one, a 20% increase in year two with a simultaneous 500% increase in travel package sales.
ØSlashed start-up costs by 50% and launched a new roll-out path projecting more than 40% profit margins two years earlier than originally projected.