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Executive change agent and global leader driving cross-functional and cultural teams to streamline, simplify, standardize, safeguard processes that create innovative solutions driving bottom line results. Focused on the customer, creates value propositions that drive actions through building relationships across boundaries that enable high performance teams. ? Championed retail "ship from store" initiative reducing web backlog and increased store inventory use contributing $1.3 Million incremental revenue (TigerDirect) ? Operations lead on retail gaming initiative for selected Best Buy stores leading to $3,000,000 increased sales during holiday season. ?Developed Customer Experience Management System (CEMS) used to track escalations. cutting $320,000 in cancellations/re-orders due to former customer complaints. ?Implemented Rush Order process on late shipping orders mitigating cancellations by $275,000 (annual estimate) while improving the customer experience. ? Implemented in payment processing (banks, garnishments, credit union,and garnishment). * Generated $500,000 in reduced expenses, avoiding cost increases and irregularities. ?Revised check processing controls and procedures through automation reducing expenses $60,000 a year (Six Sigma project). Specialties: Operational Excellence, Distribution, Vendor Management, Logistics, Inventory, Shipping, Manufacturing, Six Sigma, Quality, Project Management, IT, Customer Experience (Sales, Service, Tech Support), Scorecards, Metrics, Finance, Procurement, Supply Chain, ODM - OEM, 3rd Party , Business Process Outsourcing, Forecasting, Turnaround, Founder led, Start-up, cross functional and cross cultural teams.
Leads the operations function at ACTP - Global; a technology start-up specializing in automation solutions for distributed digital entertainment and wireless control for the home, hospitality and health markets. Responsible for fulfillment & distribution operations (including warehousing, shipping, logistics), procurement (including purchasing and vendor management, inventory control), product quality management (defect reduction and warranty service) along with facilities support (security, building support) and information technology.
Accountable for retail operations at TigerDirect including omni-channel support (B2C, B2B, Ship from store), inventory management (merchandizing, pricing, inventory counts), loss prevention, security procedures, cash & credit card procedures, financial analytics and other general store operations. Oversight and support of over 1200 employee's distributed over 40 stores in the US, Canada & Puerto Rico on revenue of $550 million per year. Coordinates store returns and returns materials to vendors, IT, accounting, purchasing, financial planning & execution, facility & security of store/retail operations tasks. ? Orchestrated store returns accelerated effort reducing non-sale items (defective, open, recall). * Reduce outstanding value from $1.0 M to $275.0K & cut aging from 120 days to 15 days. ? Led improvement of warehouse to store receiving (accuracy/timeliness) of in-transit items * Cut line & qty discrepancies (22% - lines, items - 40%), improved turns by 36% and $3.9M. ? Redesigned cycle counts and semi-annual physical inventory procedures and tools. * reduced shrink from $2.0M to $900.0K over two year period, reducing shrink 55% and $1.1M. ? Championed retail "ship from store", reducing web backlog and increased store inventory use. * Contributed $1.3 Million incremental revenue to company operations and cut aged inventory 50% ? Reorganized phone sale process and business controls, improving profitability & reducing losses * improved bottom line by $1.75 million dollars, annualized rate; total improvement $2,75 annually ? Deployed new customer financing program integrating training, sales tools, and procedures. * Incremental sales revenue of $7.5 million annualized recouped while improving conversion rates
Executive leader of Internet retailer gaming division (Alienware) of ultra-high end, made-to-order personal computers and retail product strategy leader (Dell) for LATAM strategic Dell retail initiative growing to over $500 MM. Responsible for global operations (US, Costa Rica, Ireland, China) integration & business process standardization. Led multi-department initiatives integrating the Master Sales Plan into the Master Production Plan for Call Center, Supply Chain/Manufacturing, Product Quality & Service planning & execution. Responsibilities include supply chain, customer engagement, service & repair, manufacturing, IT (help desk, programming), Demand Planning, Product Quality Engineering (ODM) and Business Process Improvements (Six Sigma). Lead Product Strategist for LA quality. ? Project lead for consumer sales integration leveraging process improvement and inshoring. * Generated savings (annualized) of $500,000 in OPEX and labor. ? Project member for integrated sales initiative using tools, teams and web for expanded effort. * Incremental sales of $3.6 Million without an increase in fixed or incremental costs/expenses. ? Operations lead on retail gaming initiative for selected Best Buy stores. * $3,000,000 of increased sales during holiday season validating gaming sales at retail sites. ?Championed Supply Chain projects, accelerating return materials to vendors or disposition. * Drove enhancements that scaled back inventory levels 20% (from $3.55 Million to $2.85 million). ? Incorporated 3rd party logistics scaling repair, inventory, shipping for gaming efficiencies. * Generated cost avoidance of $1 Million (500K in staffing & $250K in facilities). ? Led product quality for LATAM Retail assisting in order processing, service delivery and for customer escalated issues creating Key Vendor tracker for follow up and corrective plans. * Resolved $750.0K within nine (9) months improving customer responsiveness
Internet Retailer-ranked manufacturer of ultra-high end, made-to-order personal computers and other consumer electronics and accessories, growing to $200MM. Energized over 400 employees (in the US, Costa Rica) to improve Alienwares customer experience (sales & support, phone, forum, online knowledge bases and chat). Managed distribution & inventory (own and at 3rd party sites), procurement and implemented process & improvements to increase sales, better technical support, cut cycle time, save on resources & speed product delivery to better service and repair levels, product quality engineering with ODM/OEM's and IT processes as part of the Master Production Plan & execution operational requirements. ?Created the Quality Council, a cross functional team for improved process & product quality. * Estimated savings (cost avoidance) of $600.0k (annualized). ?Developed Customer Experience Management System (CEMS) used to track escalations. * Cut customer complaints & generated (estimated) $320,000 in reduced cancellations/re-orders. ?Refashioned-calibrated the sales team through retraining, reorganizing and re-incentivizing. * Changes lead to a 40% increase in conversion rates (from 15% to 22%). ?Negotiated 3rd Party Logistics agreements for warehousing and storage of high turn product. * Cut costs $75K first year and prevented an estimated $35K to $65K subsequent expenses. ?Create the combined "holiday forecast plan" prioritizing support, production & supply chain. * Reduced pre/post-ship holiday cancellations by an estimated $175K.
Manufacturer of ultra-high end, made-to-order personal computers desktops and notebooks) and other consumer electronics and accessories, growing to $82MM. Led ten (10) person team in project planning, operational analysis, customer feedback & escalations and internal audits company wide, focusing on improving customer experience, increasing production (inventory, manufacturing, shipping) processes manufacturing 2500-5000 units per month. Team develop & implement strategies for improving productivity, reducing cost, cutting cycle time, managing production and service forecasts, higher customer satisfaction and streamlining tasks to reduce defects & rework. ? Developed first formal training plan for supporting manufacturing recruitment and training. * Reduced training from 4-6 weeks to 2 for new manufacturing team employees. ?Implemented Rush Order process on late ship date orders seeking to mitigate cancellations. * Reduced cancellations by $275,000 (annual estimate) while improving the customer experience. ? Executed business/cost savings outsourcing warehousing & international shipping to 3rd party. * Saved $35,000 annually through improved inventory management and lower shipping costs. ?Let CRM roll-out (RightNow) in the company, on time, in scope, within budget. * Improved company customer history tracking and call time responses for Sales & Support calls. ? Project Manager for the multi-colored Area 51m notebook launch in fall of 2003. * Led cross-functional team selling more notebooks than desktop; new 65% to 35% mix; NB to DT.
Project Quality Leader in Corporate Finance. Drove process improvements and facilitated change that improved operations, reduce defects and cut cycle times at supplier activities through the use of six sigma & other continuous improvement tools. ? Implemented in payment processing (banks, garnishments, credit union,and garnishment). * Generated $500,000 in reduced expenses, avoiding cost increases and irregularities. ?Carried out contract negotiations for payroll tax processing with 3rd party processor * Realized savings of $477,000 (Six Sigma project) of base contract.
Leader of the payroll accounting & controls team in Corporate Finance (GE). Responsible for employee payroll (accountable for $10-12 Billion) in annual payroll financial transactions & disbursements.payments (credit, wire, cash, check), tax disbursements to Federal, State & Local entities, oversee other deductions (garnishments, allowances) and their corresponding general ledger postings and quarterly accounting reviews. Oversaw 20-25 direct reports, managed three (3) major suppliers (ADP Tax Service, Lockheed-Martin Shared Services included). ?Revised check processing controls and procedures by automating tasks and functions. * Reduced expenses by $60,000 a year (Six Sigma project). ? Revised journal entry and general ledger processing of disbursements & credit union deposits * Created a review method recovering over $1,000,000 of improperly accounted for reconciliations.
Responsible for financial planning & analysis, creation of the annual training forecast in conjunction Training Directorate, human resources, contracts, inventory management, budget planning & execution. Accountable for annual budget of $35 Million for 1200 employee workforce that executed 64 classes and taught around 10,000-12,000 students a year. Managed 9 direct reports and oversaw 21 indirects in North Carolina, Florida and Arizona. ?Successfully implemented new finance tracking resulting in improved funds control and usage * better fund utilization between $670,000 - $1,340,000 ? Instituted audits for travel and micro-purchases and policy controls * Annualized savings of 1.4% ($470,000). ? Built Annual Strategic Budget Plan integrating the strategic vision and resource priorities * Executed cross-functional team maximizing funds utilization; 97.46% ? Supervised 5 and managed an outsourcing initiative. Streamlining a 144-person unit to 75. * A staffing reduction of 48% with an increase productivity and performance of 38%.
Leader -> Manager -> Director. Responsible for activities to influence &support governmental & non-governmental organizations in community actions. ? In charge of regional spt team (Honduras & El Salvador) aiding government in engineering, educational, organizational initiatives to outlying & fringe areas. * Obtained USG over $250K of medical supplies & equipment for devastated areas in conflict zone ? Led military support in South America (Colombia & Peru) for US nation building activities. * Launched joint initiative to counter narcotics trafficking & drug demand reduction efforts. ? Established Kuwait-US Host Nation Assistance agreement implemented Post Desert Storm. * Implemented procurement program estimated at annually at $35,000,000 (Kuwait support to US).
Responsible for development and creation of plans for the US in Panama and other Latin American countries. Led cross functional through the use of deliberate planning methodology contributing to operational successes in operations. ? Prepared the bi-annual Canal Defense plan for the employment and support of over 20,000 US personnel and all their associated supply and support activities. * Recognized as the best planner (1 of 20) by the Chief Operating Officer for establishing new benchmarks and operating metrics for the organization's comprehensive development plan ? Contributed field lessons learned and helped develop the first Total Army Analysis Plan for Latin America US force support and table of authorization requirements. * Received Certificate of Recognition as lead contributor for the information and data provided and collated from multiple activities leading to increased resourcing by 9% of US requirements. ? Lead war planner, US Army-Panama, including foundational Elder Statesman/Blue Spoon. * Developer of force requirements and phase deployment requirements and operational objectives.
Supervised teams ranging in size from 12 to 150 individuals with responsibility for planning, preparation, execution of the daily/weekly schedule of a varied nature. ?Led US military patrols on the demilitarized zone as part of border security operations. * Ensure security, safety, compliance and return of all personnel/equipment; mission completion. ? Led a 150-military element with 75 vehicles passing quarterly operational and equipment audits. * Received commendable ratings (100%) for efficient-effective operations. ? Responsible for 50 vehicles, 250 weapons, 100 radios and 500 combat pieces of equipment. * Team recognized as the best in its annual evaluation for the Brigade. ? Support leader managing fuel, food, ammunition, maintenance for an airborne battalion. * Rated certified as part of Division Ready Battalion, 100% of times on ready brigade status.