Having over a decade of award-winning experience in both high level Operational Leadership and Sales Management gives me a unique advantage in leading your organization to success. I have directed all aspects of operations, driving impressive revenue streams and steering cost savings. Throughout my career, I have consistently been handpicked to open, expand or turn around operations within 12 months – and have had great successes with each. I have successfully provided direction during periods of exponential growth and decline, and implemented seamless change management during strategic reorganization. I inspire team members by modeling leadership and responsibility in my commitment to excellence, and earned the respect of the organization and the community. My marketing and sales initiatives have been highly successful. Maintaining a customer focus in all sales leadership activities is the cornerstone to how I conduct business and the key to my success. Let’s have a conversation about how my focus on your customer’s experience can have an immediate impact on your company’s bottom line.• Operational Turnaround Specialist• Intense Focus on the Customer• Consistently Leads Teams to Exceed Revenue Goals
Jan 2008 - Dec 2010
District Executive Director
YMCA of Greater Kansas City
Lead nine full-service YMCA center operations and manage a 10 million dollar budget. Supervise six Executive Directors to help lead a team of 19 full-time staff and over 600 part-time staff. District exceeded 2010 program revenue target by 16%, while coming under operational budget by 5%, during a nationally declining market. Fanatical about first impressions, and committed to making the customer experience so positively strong that it creates immense brand loyalty. Over 70% of new business was through referrals. Quarterly Net Promoter Scores external audits consistently ranked two key indicators of customer satisfaction in the “excellent” categories in 90% of surveys. Brought overall score up 16 points in 4 months, all while decreasing expenses 10% for 2 consecutive years. Visited all sites daily, upholding high visibility to customers and staff. Conducted competitive research to determine industry best practices. Created innovative campaigns while achieving 10-20% year-over-year division program revenue growth in consecutive years. Maintained 10% turnover, unheard of in an industry where turnover costs make up 25-30% of total employee expenses.
Apr 1997 - Dec 2007
YMCA of Greater Kansas City
Trusted by executive leadership to turn around six underperforming operations. Set new expectations, goals, measurements and audits. Grew customer base by up to 34% in 4 months. Within 12 months, each location exceeded aggressive revenue and operational goals, increasing overall revenue by up to 40-80%. In addition, decreased expenses by up to 30% in the first year. Responsible for two major expansions of up to $1.5M over 18 months. Took two startup operations and skyrocketed their growth in a matter of months by creating market penetration plans and “go to market” strategies. Catapulted annual contracts 50% a year for two years with one, and achieving a market penetration rate of up to 16% with an 8% district average for another. Developed strategic marketing plans, increasing target revenue 50% in first year. Another targeted plan resulted in over 1/3 of all client base developed from this area in one year. Additionally, increased annually renewing customer base 25% and 20% consecutively. Overhauled corporate account business program, increasing participation by 30%.