Summary


Dynamic hands on professional who utilizes creativity, leadership and teamwork to design and execute solutions that create customer value. An innovative and proven results oriented performer with 14 years of progressive experience in operations planning, business development and process improvement. Demonstrated success in building high performance teams focused to achieve internal company goals and delivering outstanding customer service.



Employment

November, 2008 -  March, 2009
Director

Business owner and client manager for 3 The Home Depot affinity programs, led marketing activity/calendar planning and new business development.

Managed marketing efforts and $5M budget for the affinity programs, secured additional $350MM base marketing funds for 2009 program partner management.
Deployed new program web site and increased non member site traffic by 17% in the first month after launch.
Introduced new affinity category to the client designed to increase quarterly revenue by 20%.

March, 2002 -  November, 2008
Contractor

September, 2004 -  November, 2008
Business Manager

Promotion from the Business Development Manager role.
Oversight of business operations and development for 2000+ stores for B2B clients, loyalty programs, sales management, business process improvement and compliance initiatives.
Designed company standard for Customer Account Management process at all 2000+ store locations.
Selected SalesForce.com as the CRM provider for the Pro Sales Team, deployed to 250 users tracking $6.6B in sales.
Identified operating solution and spearheaded program development for the Commercial Volume Bid Response strategy Bid Room at THD.

March, 2002 -  September, 2004
Business Development Manager

Constructed the business approach for National Accounts Sales team to acquire more national customers and drive sales. Specifically designed to attract clients with large distributed networks franchise and a desire to control spending on accounts.
Identified weakness in Market Strategy and designed Client Lifecycle Framework for National Account Managers NAMs.
Lead for program test ~ Key account owner for 1st national partnership acquired at THD under this process HomeVestors sales from >$2M to $5.6M customer year 1 2005. Modeled rebate structure and stretch sales plan for all contracts.
Design, developed and deployed a Siebel Call Center installation for end customer relations. Improved conversion rates by 75% and reduced cycle time by over 95%.
Crafted revenue sharing program for national customer franchise locations to leverage The Home Depot s credit terms for payment processing.

June, 1998 -  February, 2002
Manager

April, 2001 -  February, 2002
Merchandising Systems Analyst

October, 1999 -  March, 2001

Project Management and implementation designer of custom Customer Service Systems Depot Direct Appliance Ordering System, Measure Project, Paint and Special Services Rewrite to 1033 Home Depot stores. Represent store associates interest in system creation and development.
Operations Program owner for Depot Direct Appliance Ordering System, drove category growth for company from >$1M to $3.3M in sales in 2 years. Home Depot became 2nd largest appliance retailer in US

June, 1998 -  September, 1999
Internal Auditor

Promotion from the Assistant Store Manager role.
Performed operational evaluations in 36 stores in the GA/TN markets. Recommend performance improvements to Senior Management and increase awareness in high shrink operational areas.

Responsible for training and operational consistency at all area stores. Partner with District Manager to provide training support and leadership at store manager meetings.

May, 1994 -  June, 1998

February, 1998 -  June, 1998
Operations Assistant Manager

Perform new hire recruiting and Orientation training for store s opening. Managed 200 associates in all operational areas and trained all store associates on operational procedures.

May, 1994 -  January, 1998
Cashier and Phone Sales

Performed front end operations in multiple areas and assisted peers in training programs.

1994 -  1997

Education

Miscellaneous

A list of references is available upon request.