career objective                              

results-driven director of operations eager to contribute superior business development, strategic planning, and relationship management skills toward supporting the employer in optimizing operational and financial performance

profile                                                

ø  offer numerous years of strategic marketing, business development, and operational management experience; solid record increasing corporate revenues, productivity, and profitability

ø  demonstrated ability to assess and respond to client-specific needs, manage key business relationships, develop niche markets, and administer major contracts resulting in high-revenue transactions

ø  analyze business operations to develop and implement corporate growth plans, process improvements, automations, and technical upgrades in new and existing markets;

ø  proactively monitor key performance indicators, industry trends and developments, and competitive services and marketing activities to continually improve operations

ø  dynamic communication, presentation, negotiation, and relationship management skills

 

~ key achievements ~

• selected to lead international project team and manage major international projects at remark, including consolidating data from 52 unique client databases in 16 countries and 11 languages
• presided over four-month remark rapid expansion project in mexico increasing operations from a 11,000-hour single call center producing $426k to three call centers with 23,000 hours responsible for generating $1.6m in annualized premiums
• logged more than 100,000 flight miles to support sales and marketing objectives at remark start-ups in argentina, brazil, costa rica, mexico, canada, and the us
• facilitated corporate growth and cost control efforts by improving plan service levels with the onboarding of more than 600 countrywide home loans agents in five distinct locations
• as director of outbound sales at aegon, increased customer acquisition contacts by 125% and generated more than $150m in initial annualized premiums
• planned and executed organizational overhaul of 40 customer contact centers with 11 outsourced service providers, resulting in $20m in annual savings and 25% increase in efficiency at aegon
• increased aegon client retention figures, doubled sales conversion rate, and lowered cost per acquisition by 30% to achieve $78m in new annual revenues while decreasing operating costs by $500k

professional experience                

remark group                                                                                                                           2006 c present

director of operations

• effectively drive all aspects of nationwide operational planning, forecasting, and strategy development for this leading direct response marketing company concentrating on the sale and administration of supplemental insurance programs for financial services and credit card industries; administer $6.4m operating budget responsible for generating $24.4m in annualized premiums
• create and present proposals detailing operational plans with established goals and objectives for existing and prospective clients
• conduct extensive research to identify and qualify vendors, develop rfps, secure favorable contracts with outsourced business partners, and manage third-party provider performance
• work closely with outsourced sales vendors to process data to generate  modeling / segmentation reports, lead files, active and post sales campaign intelligence, and financial trending analyses

 

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countrywide home loans                                                                                                          2003 c 2006

senior business analyst

• successfully developed and implemented strategic initiatives and capital budget projects relating to technologies and operations; analyzed business operations, defined requirements, and created efficient project / system workflows and scripting architecture
• implemented new dialer, workforce management system, plasma/reader boards, and inbound telephony technologies in telesales division; contracted external business partners and managed vendor relations
• introduced real-time reporting and business automations to improve lead management and overall corporate performance

 

aegon direct marketing services. inc.                                                                                      1998 c 2003

director, outbound sales (2001 c 2003)

• in recognition of excellent performance, steadily progressed within company to attain sales director position with $65m annual operating budget at this leading direct response marketing company specializing in the sale and administration of supplemental insurance and membership services programs for the retail, financial services, and credit card industries

senior project manager (2001)

• proficiently directed major projects for inbound & outbound sales, inbound customer service, and cross-sell initiatives; oversaw contact center operations responsible for acquiring 100,000,000 customer contacts annually

inbound agency manager (1998 c 2001)

• established client retention programs, streamlined billing processes, and coordinated inbound agency operations

 

daedalus enterprises                                                                                                                1996 c 1998

owner

• provided independent business development and marketing consultation for law firms; analyzed client needs to expertly develop products and services, operational procedures, and marketing strategies
• grew active and prospective client base by managing a range of marketing tactics; produced website, oversaw newsletter delivery, and prepared promotional materials for distribution

 

burkholder & associates, inc.                                                                                                    1995 c 1996

account executive

• fulfilled critical role through intensive business development to identify, recruit, and place highly qualified insurance industry specialists in competitive positions with nationwide corporations; continually expanded account base as well as candidate pool through intelligent marketing

 

great american insurance                                                                                                          1993 c 1995

regional marketing manager

• cost-effectively led market research, product development and improvement, business development, and marketing efforts for a territory spanning 17 states
• prepared and delivered executive-level presentations, managed direct mail campaigns, produced events and seminars, and created major database to facilitate contact management
• served as a consultant to five external agencies generating more than $2m in incremental revenue
• pioneered comprehensive marketing plan for professional liability insurance for attorneys

education                                           

university of oklahoma                                                                                                             1991

bachelor of arts in journalism / public relations

 

licensed property and casualty insurance solicitor                                                                     2001