OBJECTIVE
A senior level position leveraging my skills in Sales and Business Development, Customer Relationship Management, General Management, Strategic Marketing and Consulting in order to:
- drive effort to protect/create profitable client relationships and secure new, renewable revenue sources
- set/lead strategic direction to increase profitability and build world class organization
- shape human resources and govern investment capital to best optimize market potential
QUALIFICATIONS
- Business Development
- Call Center Management
- Campaign Management
- C-Level Presentations
- Customer Relationship Mgmt.
- Customer/Market Segmentation
- Customer Care
- Database Marketing
- Database Management
- Intelligence Analysis
- Large Scale Project Mgmt.
- Negotiations
- Product Research and Design
- Program/Product Rollouts
- Project/Business Planning
- Relationship Marketing
- Sales Plan/Consultative Selling
- Sales & Marketing Management
- Strategic Marketing
- Technology Marketing/Selection
- Telemarketing/Teleservice
EXPERIENCE
Director, Commercial Process Automation Solutions 2003 - Present
Equifax Information Services LLC, Atlanta, GA
Duty Director for Intelligence – Threat Operations Center 2002 - 2003
Air Mobility Command HQ, Scott Air Force Base, IL
Senior Intelligence Officer, Pilot/Mission Commander 2001 – 2002
380th Expeditionary Air Wing, Al Dhafra Air Base, United Arab Emirates
Vice President Business Development 2001
Horn Murdock Cole, Atlanta, GA
Senior Experienced Manager 1999 – 2001
Accenture, Atlanta, GA
National Accounts Relationship Manager 1996 – 1999
Dun & Bradstreet, Atlanta, GA
Senior Marketing Director (Corporate Marketing, GA) 1983 – 1995
Senior Account Executive (District Business Development, SC)
Area/Customer Service Telephone Center Manager (District Business Development, SC)
Area Operations Manager (NC)
United Parcel Service
Lieutenant Colonel/U.S. Air Force Reserve 1981 – Present
Air Mobility Command
U.S. Air Force Reserve
EDUCATIONAL and PROFESSIONAL
Executive MBA
Georgia State University, Atlanta, GA, 1995
Bachelor of Science Degree, 1982
University of South Carolina, Columbia, SC
Security Clearance: Top Secret – SCI
ACHIEVEMENTS
Business Development/Customer Relationship Management
Created and developed 2-year BellSouth corporate relationship that led to 5-year enterprise-wide agreement between BellSouth and employer, Dun & Bradstreet (D&B). Established C-Level relationships; identified opportunities; proposed solutions including collapsing more than 3 legacy systems in favor of centrally located marketing data infrastructure; wrote and negotiated contracts; estimated work; designed solution delivery plans; provided on-going advice and consultation; staffed and managed implementation teams and delivered. Results: Consistently met customer expectations; drove net annual revenue from $300,000 to long-term commitments equaling more than $16 million; produced considerable cost savings to BellSouth; D&B accepted as exclusive provider of business information and successfully embedded into core data structures.
Spearheaded all sales and marketing initiatives conducted by Andersen Consulting (Accenture) and its new strategic partner, Prime Response, Inc. (Chordiant). Set rules of engagement; devised business policies to support alliance; designed and implemented comprehensive and far-reaching sales and marketing roll-out plan affecting entire Partnership of Accenture and global sales force of Prime Response; generated new business from financial services and retail sectors. Results: Alliance sold over $17 million in software and additional $14 million in pull-through consulting and implementation fees.
Led development and retention of more than 15 Fortune 500 company accounts with headquarters in Atlanta and Southeast. Planned, designed, budgeted and executed long-term strategy for retention and management of revenue streams; exercised Customer Relationship Management (CRM) techniques; marketed related business information, data management, risk management and credit discipline solutions. Results: Strategy and associated tactics improved national accounts from $.8 million to more than $13 million in 2 years.
Migrated 16 accounts to National Account status by leveraging relationships and overcoming competitive barriers for UPS. Hired, mentored, trained and managed team of National Account Executives on CRM methodologies, sales strategies, consultative roles and negotiating; set goals; designed individual client account plans; developed/implemented initiatives to meet customers, offer enhanced services and provide internal ombudsmen for clients. Results: Improved revenue by 41%; heightened overall client satisfaction.
General Management
Oversaw day-to-day 24/7 operations and intelligence support activities. Managed matrixed organization leading senior management in providing assessment, analysis and recommendations to national agencies and decision-makers, anticipated threats and vulnerabilities to personnel, airlift, air refueling and commercial assets for 1,700+ weekly missions in 140+ countries; devised contingency plans, course of action documents and position papers; controlled crisis situations for US assets, government officials, embassies; initiated procedural requirements for adherence to risk management policies; made presentations and recommendations upstream including Secretary of Defense and downstream.
Managed first Call Center for UPS, South Carolina District. Hired, trained, mentored and led more than 130 full and part-time employees supporting 3 states; developed and administered $1.8 million operating budget and $1.3 million payroll; designed employee training materials; created response scenario scripts initiated RFPs for telecommunications and computer equipment; purchased equipment for Call Center and all UPS facilities within District; oversaw installation, maintenance and management of $5.2 million in technical hardware. Results: Maintained average service of 93% and overall employee churn rate of less than 12% for 3-year tenure.
Directed new operations that moved more than 25,000 critical shipments daily while maintaining, refueling and operating more than 12 jumbo cargo jet flights per 24-hours in Puerto Rico and S.C. Capitalized on knowledge of both small package and air transport industries; identified and negotiated with ground crew contractors; hired managerial staff and hourly laborers; scheduled operations to meet target deadlines; had P&L responsibility; obtained HAZMAT certification. Results: Critical load, unload and take-off schedules consistently met; successfully opened/ran 2 of first 3 air gateway operations for UPS in SE region.
Headed project to build UPS' Corporate Marketing Database, one of largest among Fortune 100 companies. Led 10 person team from IT and Marketing business units; administered $5.5 million budget; defined functional and performance requirements; conducted system evaluation; oversaw procurement and system implementation. Results: Delivered system within 18-month schedule while managing incorporation of 200 users; produced long-range plans/procedures to aid ongoing database marketing initiatives revised hardware and software systems upgraded initial platform that now provides support to all UPS business units
Strategic Marketing and Consulting
Launched small package industry's first guaranteed, 3-day delivery service "UPS 3-Day Select". Identified customer segments with need for new or enhanced services; designed and participated in conjoint and choice surveys; led research and consulting projects e.g. price point research for product, branding, naming and advertising; conducted focus groups; analyzed data; created training materials; defined timelines for product introduction; supplemented sales efforts with communications campaign including telemarketing, trade journal advertising and direct mail; led product roll-out and training programs to field sales force of 3500. Results: Product achieved 90% consumer awareness within six months, and 70% usage rate among UPS existing customer base; diverted more than 90% of sales from competitor volume.
Conceptualized and constructed national marketing program to thwart aggressive competitive challenges to UPS small package market. Conducted profiling, data mining, and multivariate analysis; used customer insight and historical data to identify vulnerable customer groups; scored small business customers and targeted select group to receive enhanced treatment through Customer Relationship Management; designed offensive and defensive strategies to diminish or deter competitive efforts; employed marketing strategies including targeted, web- based mailing, telemarketing campaigns and proactive face-to-face meetings with UPS customer service and sales executives nation-wide; established two-way communications monitoring system to track results and refresh target profiles. Results: Program succeeded in diminishing overall small business churn by nearly 15%; migrated select small business clients to enhanced service levels.
Designed road map for success for Wachovia Bank Card Services to fund change economically and effectively. Assessed status of systems, organization, and business processes; suggested plan of action with specific action steps to improve marketing functionality; led Accenture review team in developing comprehensive overview of all marketing processes and information management systems; conducted extensive skills inventory employees; manage project contract, budgets and timelines. Results: Plans eagerly accepted by Wachovia and used as key guide for current organization restructuring within Bank Card business. |
