BUSINESS DEVELOPMENT, SALES LEADERSHIP / MANAGEMENT, CREATIVE DIRECTOR

RECRUITING, STAFFING, TEAM BUILDER, STRATEGIC PLANNING, P & L

ð        Recruited to lead turn-around of underperforming region for Pulte Mortgage.  In less than three years, led the charge to restructure the organization, improve culture and made several significant process and procedural changes.  Net result; sales grew from $2B to more than $5B, customer satisfaction rose from 83% to 94%, and capture rate skyrocketed from 80% to 95%.

ð         Achieved record-high customer satisfaction ratings as leader of several Fortune 500 Customer Service Call Centers.  In three separate, diverse industries; improved customer satisfaction ratings from dismal to great, reduced turnover, enhanced morale.

ð        Skills:  Exceptionally strong written and verbal communication skills.  Highly personable and capable of building relationships and managing expectations throughout corporation; senior management, associates, contract personnel, vendors.  Keen analytical skills, proficient at problem-solving and natural ability to perform under tight deadlines.  Proven performer, consistent history of achieving the unexpected.  Innovative and creative; empowering and motivating leadership style.

PRESIDENT, CONFIDENTIAL – EXECUTIVE RECRUITING AND CONSULTING FIRM  (2007 – Present)

ð         A specialized search firm focusing on the placement of executive sales, marketing, and customer service professionals.  Lead successful business start-up with zero capital or investors; able to turn profit in less than one year time-frame.

SVP, DIRECTOR OF NATIONAL SALES, IMPERIAL LENDING – HARD MONEY WHOLESALE LENDER  (2006 – 2007)

ð         Driving force to build a national sales team from the ground up for this start-up venture – rose to prominence as top three hard money wholesale lender producers in country until Wall-Street stopped buying loan product.

ð        Responsible for hiring, training, and developing a team of fifty commission only sales professionals across the nation – built sales from $0 per month to $10M per month in less than one year time frame.  Lead marketing plan and trade show efforts.

SVP, REGIONAL MANAGER WEST / CENTRAL REGIONS, PULTE HOMES / MORTGAGE – PREMIER HOMEBUILDER  (2003 – 2006)

ð         Lead team responsible for capture and control of originations in excess of $5.0B annually, 26 divisions and branch operations in six distinct geographic areas of the U.S., 100 management professionals (130 personnel total) $4.5M annual operating budget.

ð        History making achievements – lead entire region to become first-ever in company and first in builder captive mortgage industry to achieve an average of 90%-plus Capture Rate and 90%-plus Customer Satisfaction ratings!

VP, SERVICE, SALES & SUPPORT, NATIONAL CITY BANK – TOP-TEN REGIONAL BANK  (2002 – 2003)

ð         Lead fast-paced 150-seat Call Center Service and Support Team; sustain perfect year of service levels.  Increase efficiencies and reduction of FTE by more than 20% resulting in $400K annual savings; streamline Support functions to improve turnaround times by 24 hours, ultimately enhancing customer satisfaction, reducing overtime, and taking cost out of the business.

ð        Number one of three Direct Banking Centers in sales achievement – 130% PTQ; reduce turnover from 100% to less than 25%.

DIRECTOR, CUSTOMER SERVICE / CREDIT & COLLECTIONS, CENTIS CORPORATION – OFFICE PRODUCT WHOLESALE  (200 – 2002)

ð        Improve Service Levels from 70% to 90% by developing new materials programs and enhanced communication plan.

ð        Call Answer Rate improvement from 50% to 95% in less than six months. Improve account current aging from 50% to 95%.

MANAGER, CUSTOMER SERVICE, STRYKER CORPORATION – MEDICAL DEVICE MANUFACTURE  (1996 – 2000)

ð        Manage call center to support global sales in excess of $200M and oversee product technical support, authorization of repairs, loaner retrieval, warranty decisions, and product return programs. Customer Call Answer Rate improvement from 80% to 97%, efficiency improvement from 50% to 90%, reduce overtime by 30%, and Order Entry / Delivery Accuracy exceeds 99%.

EARLY CAREER:  UNITED STATES AIR FORCE FLIGHT OFFICER, DIRECTOR OF FLIGHT TRAINING AND EVALUATIONS  (1986 – 1996)

ð        Plan all flight operations and requirements for Joint Chiefs-of-Staff directed missions and exercises; flew combat missions in Haiti and Iraq.  Chief of Training for more than 70 flight students annually and lauded by Air Force Quality Inspection Team Chief for innovative quality programs resulting in new Air Force benchmark -- Unit received highest score in Air Force history.

ð        MA – MANAGEMENT, WEBSTER UNIVERSITY, ST LOUIS, MO

ð        BS – AVIATION MANAGEMENT, OKLAHOMA STATE UNIVERSITY, STILLWATER, OK

ð        DAVENPORT UNIVERSITY – ADJUNCT INSTRUCTOR