- 1717 Conner St. Noblesville, IN 46060
(317) 774-3787 office -
Call center executive with background
building call center sales, service programs and their operational
management teams. I'm looking for either a company with declining or
flat sales that needs call center help so I can build systems to
quickly increase leads, customers, sales and profits. Or a business
already growing that I can help accelerate & profitably manage their
Led RCI's North American call center
of 450+ staff / $70 million in sales.
Grew one company from $2 million to
$9.4 million in sales in 1.5 years.
Took an $85 million co. from a $12
million loss to breakeven in 1.5 years.
Proven ability to consistently and
repetitively increase marketing & sales results and improve profits
in national companies ranging from $2 million to $85 million in
sales and 50-450 in staff.
Background in building new or
developing existing management teams that drive top-line revenue and
Hands-on in operations management,
product development and service delivery for business or retail
customers, products or services.
Creative problem solver with keen
sense of building businesses through solving customer problems to
SALES & MARKETING RESULTS,
Self-employed as a sales and marketing
strategist, consulting with business owners to increase their profits
through more effective marketing programs & selling processes.
- manufacturer & distributor of specialty heating & cooling
products selling worldwide.
Doubled profits from 01’ to 02’
through targeted marketing programs & enhanced selling.
Developed national distributor/dealer
network, adding national retail accounts.
National Commercial Finance Co. -
specializing in the dental, billboard & funeral markets.
National Financial Consultant – developed integrated email,
internet, teleseminar, webinar, physical seminar marketing system to
sell $10k financial consulting to small business owners.
National Practice Management – created system to market coaching
program to accountants to grow their firms. First 1-hour teleseminar
generated $26,000 of new business accounts.
Firm – improved email & PPC ads from zero leads to 5-7 per week
SATELLITE SYSTEMS / DSI SYSTEMS, INC,
Indianapolis, IN / Des Moines, IA
The nation's #2 distributor of consumer
electronics and #2 national C-Band satellite packager.
Call Centers: 5-Three Inbound/Two Outbound
- sales / service / technical, Staff-120, Revenue-$85
million, Budget-$10 million, Calls-35,000/week. Positions
General Manager of Business
Development, DSI (00-2001)
General Manager of National
Programming Service, NPS (96-2000)
Directed all satellite packaging and
programming operations of division with 400,000 retail customer base,
1000 wholesale distributors, 2 television channels & 1 magazine,
generating $85 million in sales. Managed both B2C & B2B sales
and service depts., marketing, human resources, technical service and
telecommunications departments. Click here
for an online organization chart.
After 3 acquisitions and 1
merger, trained new VP on operations, then started new business unit.
Marketed 30-location distribution network with a national call center
as a one-stop, sales order processing, customer service, and drop-ship
fulfillment provider for electronics manufacturers, regional
electronics dealers and other sales organizations.
Increased gross margin from 7.5% to
19.5% in 12-month period.
Took from $1 million/month loss to
breakeven in 18-month period.
Restructured call center, increased
monthly revenues 16%, cut management costs 30%.
Developed new sales/service training
program to increase close rate & upsell conversions.
100% increase in print ad
effectiveness by reducing print ad cost per lead from $20 to $10 in
one year through response tracking and structured testing.
Increased outbound telemarketing
revenues from $120k / month to over $1,000,000 / month in 3
Developed Pay-Per-View program
generating $1.2 million in incremental sales with 30% net margin in
Education & Training Assoc.
Fishers, IN 10/1993-4/1996
2nd largest TV & radio direct marketer
of reading programs to children, adults and institutions.
Center: 1-Inbound/Outbound - sales focus, Staff-50, Revenue-$9.4 million, Budget-$8
million, Calls-10,000/week. Positions held:
Equity owner & member of core management
team of start-up that became nation's 2nd leading seller of phonics
reading programs. Company won INC Magazine’s local Entrepreneur
of the Year Award in 1995.
Increased average dollar per sale 50%
from $150 to $225 through improved sales & upsell training.
Increased revenues from $2 million to
$9.4 million in 12 months through call center development.
Developed and implemented professional
sales training program to increase sales close rates.
Implemented computer telephony
integration (CTI) to increase lead acquisition by 100%.
Indianapolis, IN 2/1983-5/1992
The world’s #1 international timeshare
North American Call Center: Staff-455
Revenue-$70,000,000, Budget-$18,000,000, Calls-85,000/week.
Manager, Member Services
Manager, Endless Vacation Marketing
/ Circulation / Quality Assurance (1990-1991)
Manager, Technical Services
Project Administrator - Computer
Manager, Customer Service
Manager, Operations (1986-1987)
Inventory Analyst (1985-1986)
Customer Service Technical
Customer Service Supervisor
Began career in front-line sales
position. Promoted 10 times, progressively held 11 jobs of
increasing responsibility during 9 years there. Last position
was leading the company’s largest department, the Member Services
Division, servicing North America's 800,000 members, handling 85k-100k calls per week,
generating over $73 million in annual exchange and membership sales.
Managed outbound & inbound call centers, marketing departments,
technical groups and computer projects.
Initiated Performance Management
training to increase net subscription revenues 25% over goal.
Implemented $5 million computer system
on 1-year project within budget and 4 weeks of target.
Restructured call center to increase
"call handling" by 24% resulting in lower telecom costs.
Increased effectiveness of direct mail
programs through renewal series and effort revisions.
Received B. S. in Marketing from
University on the Bloomington, Indiana campus, 1982
Past affiliations and certifications