Owner / VP, Operations Transformation
Creative Business Advisor – Business Advisory
Total years of experience :25 years, 2 Months
Helping businesses achieve and surpass their sales and business financial objectives. Providing creative solutions, expanded sales programs, sustained performance improvement, root cause analysis, and collaborative idea generation.
Responsibilities
Direct report to the CEO, charged with Division performance analytics and development of Operations transformation initiatives. Worked with executive leadership and region VPs to drive operations and satisfaction excellence. Led the focus on improving B2B / B2C sales, customer experience, NPS and web presence. Drove revenue growth and cost savings. $450K in Q1, 2016. Collaborated with the executive team to secure an 80% premium for shareholders in selling Pep Boys.
Accomplishments
Added a 60bps lift to CX scores. Restructured the Customer Experience platform and reporting. Included peer ranking and core issue trending to drive action.
Skills Used
Leadership, Communications, Personal Interaction, Analytics
Managed business units within a $12 billion annual revenue division, 16, 000 employees, 3, 200+ locations. Led teams of operations senior leadership, front-line managers and collaborated with executive management, along with finance, IT, training and development. Implemented high-value, complex, detailed large scale strategic operations and sales initiatives.
Drove global sales/operations initiatives. Led teams in delivering sales revenue and service improvement, simplified processes and ultimate customer/employee satisfaction/retention. Structured performance KPIs.
Outlined business plans. Developed revenue objectives and set organizational structure. Delivered and exceeded P&L targets. Assessed performance risks. Formulated contingency plans. Set and implemented corrective measures.
Led and restructured operations for Hertz “24/7”, a global car sharing initiative.
Improved bottom line performance by 4bps in nine months. Increased gross revenue by $2.6M.
Modified location processes to improve logistics, fleet utilization, and customer experience while reducing risk.
Transformed the market segment online visibility and demand. Improved global operation utilization by 34%.
Tripled customer satisfaction scores by reducing issues in coordination with location and call center management.
Revamped customer qualifications, CRM and eCommerce practices. Eliminated $3M in annual bad debt.
Upgraded Hertz “Gold”, a core Commercial Accounts rental Service - Drove the implementation of “Gold Choice”, a global sales & service initiative. Simplified vehicle selection and enhanced speed of service.
Delivered $16M in incremental annual upsell revenue through enhanced product variety and selection.
Advised Commercial Account Managers. Increased Commercial Accounts Gold rental volume by 8%.
Improved customer satisfaction by 34 basis points, leading industry standards for 2 years in a row.
Developed and implemented the initiative’s employee and management sales and service training and culture.
Expanded & transformed virtual Ancillary Sales to include kiosk, web and mobile offers. Started this initiative as Region Revenue Manager. Program now delivers 12% of Division annual revenue in incremental sales.
Highlighted car selection via mobile text and app to customers prior to arrival - Drove incremental $2M annually.
Offered optional services online, via CRM preferences and call center reservations. Improved sales by 25bps.
Visited locations, assessed BP risks, formulated contingency plans. Targeted and met successful results delivery.
Studied competitive and industry trends. Selected best practices for operations and sales optimization and strategy.
Recruited, managed & developed operations managers. Reviewed, coached and promoted a passion for success.
Integrated major partner accounts ($100M+) for operations delivery. Charged with B2B deliverables review & service.
Developed and maintained external B2B relationships. Ensured account total satisfaction. Doubled volume in 3 years
Managed and developed Area and General Managers. Set business plans, managed $120m P&L performance.
Drove Off-Airport operations, along with sales and service development, improving revenue with lower costs
Led the development of the replacement business segment to generate over $40M annually.
Created a communication process to expand new Insurance accounts. Added 4 accounts in three years. $21M.
Developed analytical dashboards. Interpreted results and set goals. Conducted post implementation reviews.
Managed cross-functional teams; Multi State / Store Operations, Sales, Marketing, HR, Personnel Development, Six Sigma, Fleet and Store Support. Achieved $3m in annual savings via centralized sales system.
Implemented operational policies to ensure organizational fit and alignment, approved new programs and developed procedures and execution plan. Analyzed new initiatives feasibility and flow and minimized risk.
Centralized job functions to improve work efficiency and productivity. Reduced workforce inefficiencies by 6%.
Participated in industry meetings. Reviewed meeting structures and geared presentations to highlight Hertz services
General Management courses with emphasis on corporate management, personnel development and organizational strength and structure.