1209 East 3545 South Ú Salt Lake City, Utah 84106 Ú Mobile: 385.227.5140
of B2B Technology Sales/Support & Customer Service Operations
MBA, BS (Finance
& Management), VP of B2B Technology
Sales/Support & Customer Service Operations, with more than 20 years of
operational management, turnaround, client relationship management and revenue
generation experience that consistently builds unified performance-based
cultures for organizations ranging from Internet marketing firms to a
multi-billion-dollar corporation such as Sun
Experience includes, serving as
COO for United First Financial LLC, in Salt Lake City, Utah, specifically recruited
to turnaround an under-performing organization consisting of 2 global call centers and 145 fulltime employees that generated $310 million in annual gross revenues.
of Specialty Include
Planning & Execution
Ø Strategic Account Development
High Volume Call Centers
Allocation & Optimization
Ø Vendor & Partner Alliance
Ø Grew in
2 years, revenue at Sun
Microsystems’ Installed Base Business Unit from $205 million to $520 million,
via a comprehensive internal and external sales effort. Obtained executive
approval to enrich product line from 150
upgrade paths to more than 400, while
simultaneously developing new business, business philosophies and on-going
training to 75 resellers.
Ø Led a
12-member acquisition team at Sun
Microsystems through 2 major
mergers; Integrated Micro Products from the UK, and Cray Supercomputers BSD
Division. Recognized by executive management for excellence in mergers and acquisitions
for identifying, negotiating, and closing both deals for $50 million under expected purchase price while achieving a seamless
integration into Sun’s environment.
86 statements of work at MarketStar
during 2005-2007 including Cisco, HP, Whirlpool, RIM, and HTC, which accounted
for $110 million in annual outsourcing
solutions revenue. Created a new client launch program that achieved the
following 4 items: 1) Replaced existing redundant process; 2) Eliminated $2 million in process duplications; 3)
Trained 86 account management teams;
and 4) Received plaudits from every client brought on board.
to United First Financial in 2007 as COO to turnaround a failing call center.
Slashed inbound time to answer by 80%
from 2.5 minutes to 30 seconds. Reduced average call
transfers from 4 to 1.5 while reducing after-call-work 66% from 9 minutes to 3 minutes.
Instituted desk procedures, job descriptions, HR protocols, work agreements
where none had previously existed, and reduced employee turnover from 50% per year to 9% between 2007 and 2009.
out-of-state inbound/outbound call center for California-based Cloudwise, Inc.
Negotiated a favorable lease, installed infrastructure, and hired staff of 40 that handled an average 2,000 inbound and 500 outbound calls per month. CEO recognized success early and entrusted
with building/manufacturing customers’ websites, growing from 10/day to 100/day in 6 months.
Recognized by HP as ‘go to’ guy from 2003-2005 as Director
of Operations for MarketStar, partner in HP’s outsourced channel sales motion,
which proved instrumental in Increasing total HP sales from $900 million to
$1.05 billion. Brought consistent inbound/outbound processes to 13 HP business
units, restored trust, and won 2 RFPs for Marketstar in an intensely
competitive market for HP’s business. As a result of success promoted to Senior
Director B2B Operations.