Multi-Channel Business Operations Professional Change Agent

Bottom-line driven Multi-channel Business Operations Professional providing experienced view of multi-channel business operations and the process of leveraging technology to reduce costs and increase efficiencies. Proven accomplishments over a 30 year industry career have built leadership skills through 'hands on' project experiences. A combination of strong industry knowledge, technology knowledge, entrepreneurial spirit, excellent cross department communication skills, and leadership skills provide a foundation for the consistent leadership and management new and ongoing projects. With skills to both mentor and mediate, team building and participation are strong qualities that provide effective management through communications between technical and non technical stakeholders, tasked resources and executives alike. Well respected for team building skills, integrity, compassion and vision.

Multi- Channel Executive Career Highlights

Confidential

Chief Information Officer

• Privately held subsidiary of Serious Skin Care, in part owned by Jennifer Flavin Stallone and Sylvester Stallone. Skin Care, Make Up and Nutraceuticals sold thru independent sales force. Fast start, retail commissions and Unilevel Based Plan.
• NxGen Payment Services/Cirfin LLC Vice President Operations/General Manager
• 2004 2006 Privately held, and largest US Merchant Services Reseller for US Bank. Sold credit card processing, ATM, Check Processing services, and other payment services thru independent sales force. Fast Start, retail commissions, and fixed three level commission structure.
• HighTouch Technologies, Inc. Senior Vice President Operations
• 1999 2001 Privately held MLM/CRM software solution company, sold to Retek Software in 2001. Software solutions were sold to Tupperware, EDS Logistics Operations, Shop-At-Home. All commissions styles were supported thru parametric control of calculation module.
• Tupperware, Inc. Senior Consultant for HighTouch Technologies Infrastructure Project
• 1999 Re-architecture of company infrastructure for order processing, call center, and commissions.
• Rexall/Sundown Vitamins Senior Consultant/Outsource VP IT
• 1992 1999 Publicly traded MLM/Direct Selling and multi-channel company. Sold Nutriceuticals and Skin Care thru independent sales force. Retail Commissions and Unilevel bonuses. Rexall is now Unicity.

Business Professional Employment History

Chief Operating Officer/Acting

Confidential

• Responsible for the delivery of responsive and accurate support information to independent network of sales support representatives, collectors, and customers. Responsible for the management of manufacturing relationships, supply chain timeliness, and warehouse logistics. Responsible for Information technology including ecommerce, web site development, SEO, CRM solutions, Call Center Knowledge, and Business Intelligence. Empowered to create the departmental infrastructure, hire call center personnel, information technology support personnel, negotiate contracts for software, software ASP services, software and data center support personnel, offshore manufacturers, onshore suppliers of packaging products and services. Engineered business processes for high value inventory management, commissions reconciliation, and call center knowledge distribution.
• Credited with successful delivery of low/no cost real time data warehouse reporting service for business ecosystem using in-house staff and software resources.
• Credited with build out of Sales Support Call Center
• Credited with successful implementation of Call Center Phone System, with skills based routing and multi-lingual functionality
• Credited with Pay Card roll out for Commissions and Bonus weekly payments.
• Credited with successful operation of National Conference registration, sales, and attendee services
• Credited with successful implementation of Avalara Sales Tax Software
• Report to Board of Directors

Chief Information Officer

Confidential

• Responsible for the delivery of constant access to business information, alerts, and intelligence that provides real time vision to the business performance and operations. Empowered to manage the creation of company infrastructure, hire call center personnel, information technology support personnel, negotiate contracts for software, software ASP services, software and data center support personnel, security vendors, accounting support, and sales tax reporting. Charged with managing ERP Software RFP process, vendor review, selection, and implementation process. Project management responsibility for Data Warehouse design and construction project. Responsibility for live and recorded studio productions to supply streaming web content. Built business processes for inventory integration and management, commissions computations, reporting, reconciliation and delivery of checks.
• Credited with rapid and successful implementation of new ecommerce website, replicated sales team website, back office environments for call center, sales personnel, and customers, Microsoft Dynamics accounting implementation, and 3rd Party Logistics interface successfully on time and under budget.
• Credited with successful delivery of low/no cost real time data warehouse reporting service for business ecosystem using in-house staff and software resources.
• Responsible for 1st year build out budget of 1M
• Credited with roll out of live video streaming of training and sales events.
• Delivered Solutions for Operational Productivity Enhancements:
• Commissions Reconciliation procedures
• Authenticated video viewing application Essechannel.com
• Asset Management System
• Information Systems Issues Tracking system
• Video Content Management Library management
• Microsoft Dynamics inventory interface
• Departmental solution for Call Center Customer Issue management tool
• Independent sales staff web based training program
• Implemented PCI Compliance procedures and review
• Delivered Viral Marketing Forward to a Friend technology ShopSeriesse.com
• Technical Producer/Director for live streaming web events
• Report to CEO