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Chief Operating Officer

Servant Leadership • Metrics Improvement • Project Management • Vendor Management • Acquisitions Performance Improvement • Team Development/Training • Operational Reorganization/Restructuring

Saving my last employer $20.1M+ over three years, my specialty is stewarding small to mid-size businesses to aggressively accelerate revenue streams and steer cost savings. I have over 14 years of award-winning senior leadership experience as a change catalyst with market leaders in a multitude of industries. I am experienced in both the small businesses and billion-dollar giants; therefore, I bring industry best practices while working successfully within budget constraints.

More importantly, I have consistently brought strategic market-driven focus and tactical direction to the Operations I have led. I see the big picture and implement sound business principles in every company I work with, resulting in wildly successful initiatives and fantastic organizational turnarounds. If you are positioned for growth – or want to be – and you need smart, strategic leadership to free up your time to allow you to do what you do best, let’s have a conversation about how I can help you achieve that next level of success.

          •Impressive History of Both Cost Control and Revenue Growth

          •Implements Technology to Deliver Record Improvements

          •Strong Focus on the Customer with Substantial Results

Key Skills:Strong executive presence with solid business ethics  Exceptional at data-driven analysis with a true passion for bottom line improvement  Openly and easily communicates with all levels  Skilled at negotiating  Quickly adapts in challenging environments  Unwavering commitment to excellence  Skilled at attracting and retaining top talent. 

Work experience


Owner/ Managing Partner

DH Service Group

Adept at developing strategy aligned with company mission and evolving it into action. Consistently the “go-to” person in any organization and known for creating unique revenue opportunities where none existed before. 

Reduced purchase approval timeline by 10% by streamlining/  automating client processes resulting in a reduction of $30K in unauthorized purchases.

In-depth understanding of diverse set of technologies. Secured service contracts to provide business coaching/ franchise development efforts on behalf of entrepreneurial clients and streamlined existing business processes. 


Client Services Director

Precision Response Corporation (PRC)

Responsible for Business Development of accounts up to $25M, growing a stagnant account by over $3.4M at a 26% margin within 5 months. Additionally secured new business of $20M annually. 

Earned $28M in incremental business and built a sales funnel of $30M. 


Vice President, Service Delivery

Deffenbaugh Industries

Led 95 people with P&L responsibility of up to $75M with extraordinary cost control record; slashed attrition by 23% and catapulted employee utilization by 135%, saving $1.28M in the first 6 months.

Deployed 6 enterprise applications; started implementation of technology upgrade within 2 weeks of start date and saved $5.2M annually from operations, administrative labor, equipment and fuel savings by first year. 

Sharp analysis of data resulted in dropping a key 37-year contract due to lack of profitability; boosted EBITDA by 4%. Responsible for Business Development of accounts up to $25M, expanding account $3.4M at a 26% margin within 5 months.

Created formal Project Management Office, slimming forecasted capital projects by $8M+ over 3 years. Reduced liability claims by 20-30%, up to $1.2M annually and saved 2 FTE by deploying SAP Business Objects reporting suite to monitor performance across all areas.

Reduced 60+ day collections by 21%, receivables by $800K and bad debt write-off by 56% within 1 year with focused collections initiative. 

Strong negotiations resulted in a 9% reduction in new wireless contract. Shrank communication spend by over 35%, saving $125K. 

Provided sales force with tools to increase customer contacts by over 50% daily. The implementation of tools, equipment and data to drive process decisions resulted in an overall reduction in force of nearly 50% company-wide, with increased service levels and customer satisfaction.

Managed the due diligence and technology for 3 acquisitions up to $13.5M each within 3 years.

Created the first and only customer experience tracking system in a $60B+industry, improving service verification, lowering call volume by 20% and turning customer service into first-ever upselling machine, gaining $25K of incremental revenue and an additional $50K annually.

Responsive to internal customers as well; sponsored an effort that reduced lost work time by 35%+ and worker’s comp claims by $700K+ within 6 months.


Senior Vendor Manager

Sprint Nextel

Eight total years Vendor Management experience, leading up to 3,000 FTE in 8 international sites, with an annual budget of up to $200M.

Reduced support costs by 15%+ with these large contracts, while increasing customer satisfaction scores by 31% within 4 months.

Developed a groundbreaking approach to the RFP process, conducting a reverse auction that realized a $1.3M savings in vendor contracts and reduced Supply Chain workload by 32%.

Relocated expensive vendor location site to save $10M in capital expense and over $7M in annual operating expenses.

Worked diligently to raise customer satisfaction scores for dept. of 1,000 customer service agents by 5%, while reducing call handling time 10% and increasing representative utilization by 17%.

Additionally increased customer loyalty from 65% to 68% and average revenue per customer by 5.2%, equating to $96M in revenue, using a balanced scorecard methodology to maintain a big picture, customer-centered focus. 

Partnered with Marketing and Product Development to create demographically differentiated upsell offerings that shot annualized revenue up $800K within 90 days.


Business Development Executive


Senior Program Manager

Sprint Nextel

Communicated with business area leaders and synthesized diverse ideas to develop novel solutions that were always customer focused and in the best interest of the entire enterprise.

Took calculated risks and secured the support of VPs of $35B business areas