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Work Background
Oasis Business IntermediariesChief Executive Officer /Product Owner/ Change Management Lead
Jan. 2024Atlanta, Georgia, United States · HybridShort-term return to previous position at the request of company Directors to update/upgrade the current version of a business brokerage Customer Relationship Management (CRM) application known as BIZBROKERCRM and franchise-specific white label known as XpandCRM for new infrastructure elements and requested product enhancements
Delta Air LinesExecutive Consultant/Infrastructure Program/Project Manager/Product Owner
Mar. 2022 - Jan. 2024Hexaware Technologies -Atlanta, Georgia, United States · HybridResponsible for managing all aspects of a $10M TEV global corporate radio and telecommunications initiative to replace an aging legacy communications system with a newly created enterprise solution for the airline.
• Managed the global project team of 70+ key resources in a matrixed organization in alignment with Agile methodologies and iterative waterfall development.
• Led the design, development, and implementation of the primary vendor (Zetron) and secondary technology/application vendors (NICE, CallOne, Imtradex, Verizon, ATT, WebEx) into the Event Driven architecture (EDA) including event definition, monitoring, and response activities required of all third-party vendors and APIs.
• Managed all program backlogs, prioritization, sprint scheduling, release scheduling, organizational communications, systems integration testing, user acceptance testing, and iterative feedback integration.
• Led the global sourcing initiative to secure all infrastructure servers, telecom switches, console technologies, global Air to Ground radio hardware, and all related technology expenditures.
• Served as Zetron Project Management controller and negotiated all Zetron related investments, capital allocations, and operating expenses.
• Ensured compliance with global technology requirements and corporate governance/IT Security policies, and exception processing when required.
ModisSenior Executive Consultant- Mergers & Acquisitions/ Franchising / Program Manager
Mar. 2021 - Jan. 2022Atlanta, GA · Remote• Managed all aspects of franchise brand creation, launch, global development plans, and regulatory filings for a newly acquired multi-brand franchise operator in the Home Services Industry.
• Creation of franchise offering included integration of one corporate owned location and franchise outlets, M&A process integration, and management of related IT initiatives, including Retail Transaction Lifecycle management and implementation of Service NOW POS module for field-based transaction capture and processing through contracted payment gateways/providers.
• Led and managed the teams (including employees, third party vendors, consultants, and key partners) to plan and drive project execution on-time within scope and budgetary/capital allocations.
• Managed and developed detailed project plans and schedules using Smartsheets and established Agile principles and project methodologies.
• Led the development of go-to-market brand identity including website content and creative treatments, key marketing messages, franchise sales materials, search engine optimization, web marketing campaigns, pay per click, and partner portal strategies for business development/ brand expansion.
• Developed and coordinated checkpoint documentation as required by project Governance and Methodology processes. Presented and coordinated the presentation of project checkpoints for stakeholders and leadership team approvals.
• Drove the definition and key decisions regarding the construction and drafting of the firm’s Franchise Disclosure Document for filing in the required registration states.
• Collaborated with the project team to identify potential risks and assisted the team with development of preventative and mitigation plans.
• Also managed highly visible IT infrastructure projects for two rapidly growing, multiple location healthcare providers with aggressive acquisition strategies to deliver a new Business Intelligence/ Data Visualization platform.
Oasis Business IntermediariesChief Executive Officer /Product Owner/ Change Management Lead
Jan. 2011 - Mar. 2021Atlanta, Georgia, United States · RemoteResponsible for the development and management of a retail business brokerage Customer Relationship Management (CRM) application known as BIZBROKERCRM (Agile Development) across all aspects of its complete lifecycle ensuring a profitable service offering in the marketplace in a productized (subscription-based SaaS) business model.
• Led the development of go-to-market brand identity including website content and creative treatments, key marketing messages, franchise sales materials, search engine optimization, web marketing campaigns, pay per click, and partner portal strategies for business development/ brand expansion.
• Led the requirements elicitation process through Discovery workshop sessions with external User Groups as well as internal stakeholders and translated the same into functional / system requirements.
• Developed all Epics/User Stories and clarified the requirements for team members. Facilitated defining, grooming, and prioritizing the User Stories/Epics, and managed the Product and Sprint Backlogs, reviews, and retrospectives.
• Developed and launched BIZBROKERCRM.com as the industry leading CRM application for the global community of business brokers.
• Established Oasis Business Intermediaries’ global network of affiliated business brokerage/ M&A operations across the United States, Australia/New Zealand, United Kingdom, and Asia Pacific. • Led and directed all sales/business development activities of the ten regional and global Senior Broker Directors.
• Listed and sold 100+ “Main Street” businesses through the network across a variety of industries to new qualified buyers and/or venture capital and institutional investors.
• Developed a preferred lending network of conventional banks, SBA 7(a) program lenders, venture capitalists, family offices, and institutional investors for favorable financing terms and accelerated closings.
XpandCRMChief Executive Officer /Product Owner/ Change Management Lead
Jan. 2011 - Mar. 2021Atlanta, Georgia, United States · RemoteDeveloped and implemented a white labelled retail franchise Customer Relationship Management (CRM) application (including POS solutions) known as XpandCRM-Franchise (Agile Development) across all aspects of multiple branded lifecycles ensuring a profitable service offering in the marketplace in a productized (subscription-based SaaS) business model]. • Introduced, sold and implemented the white labeled CRM solution to key industry clients including healthcare partners (health, accident, sickness insurance carriers, and provider networks of physicians), automotive, business brokers, real estate agents, and many others..
• Led the development of go-to-market brand identity including website content and creative treatments, key marketing messages, franchise sales materials, search engine optimization, web marketing campaigns, pay per click, and partner portal strategies for business development/ brand expansion.
• Represented the Voice of the Customer to all internal stakeholders and operators to drive customer satisfaction, increase retention, drive additional revenue, increase operational efficiencies, and optimize return on capital investment.
• Managed all implementations of the CRM solution set including change management and migration plans for the company’s clients.
• Managed and directed all sales/business development personnel (5 internal company professionals and five contracted external sales partners).
• Launched and marketed the CRM application through an aggressive channel strategy to drive new client development and user adoption.
• Extended the white labeled solution to financial services, personal health and life insurance, healthcare-related business partners, estate settlement and commercial cleaning industries.
• Directed the continuous enhancements to the to the solution set.
On-Sight Health Solutions of AtlantaChief Executive Officer /Product Owner/Change Management Lead
Aug. 2015 - Jul. 2017Atlanta, Georgia, United States · Hybrid• Developed and launched On-Site Health Solutions in the Greater Atlanta area and Southeastern United States as a new franchise startup. .
• Sold, negotiated, and implemented Corporate Wellness services (biometric testing, coaching, and consulting) of $10m in first two years to Atlanta-based corporations, state and local municipalities in the state of Georgia for significant reductions in annual group healthcare-related expenditures.
• Led the development of go-to-market brand identity including website content and creative treatments, key marketing messages, franchise sales materials, search engine optimization, web marketing campaigns, pay per click, and partner portal strategies for business development/ brand expansion.
Developed an industry-specific HIPAA compliant patient data collection and CRM system with hand-held POS for employee wellness testing including retail locations, and onsite client operations. Development included back-office analytics/ scoring, and cloud-based reporting for corporate clients known as ORCA across all aspects of its product lifecycle ensuring a profitable service offering in the marketplace in a productized (subscription-based SaaS) business model].
CBI TeamChief Executive Officer/ EVP- Mergers & Acquisitions/Product Owner/ Program Manager
Jan. 2014 - Mar. 2015Springfield, Arkansas, United States · On-site• Developed the firm’s offering in the M&A marketplace ($10m - $100m in annual revenues) and recruited experienced professionals to support the rollout of the division and its services.
• Led the development of go-to-market brand identity including website content and creative treatments, key marketing messages, franchise sales materials, search engine optimization, web marketing campaigns, pay per click, and partner portal strategies for business development/ brand expansion.
• Marketed and sold existing franchised locations on behalf of brand owners and franchisees in the retail home services and medical/dental sectors to new owners and investors.
• Responsible for the daily operations, staffing, and service delivery of firm’s business brokerage offices in a five-state region, encompassing Arkansas, Missouri, Minnesota, Oklahoma, Colorado, and Georgia. • Responsible for the replication of the CBI+Team business model and processes across additional markets in the U.S. and international locations as new franchised/licensed offices under the firm’s branding.
Streamlite (formerly MailExpress)Executive Project Manager- Supply Chain, Distribution, Logistics
Jan. 2013 - Jan. 2014Atlanta, GA · On-site• Managed supply chain functions to ensure timely delivery of clients’ consumer products to residential and business locations, from pickup at source facilities to last-mile delivery and insertion into USPS mail stream utilizing 7 central hub facilities and a fleet of commercial LTL carriers. • Supply chain management included optimizing daily operations of Direct Ship of consumer products, medications, consumer electronics to retail locations and/or home delivery through integrated retail merchandising & logistics network optimization.
• Managed the sourcing, selection, and contracting for all consumables used in the daily operations of the business resulting in 18% cost savings annually.
• Negotiated all employee group health programs in the U.S. for cost savings of $1m per year through wellness testing and improvement programs in partnership with chosen carriers via RFP/competitive bidding process.
• Coordinated all change management activities with internal and external stakeholders.
• Rationalized the hub and spoke delivery network and LTL carrier base from fifteen facilities to seven, and more than fifty contract LTL carriers to two national primary carriers, resulting in a $3m reduction in operating expenses.
• Implemented an Oracle-based Business Intelligence module for North American operations.
• Business absorbed into DHL Nationwide Commercial Delivery Network in 2014.
Business Trade Group/ Auten & Associates ConsultingChief Executive Officer/ CRM Product Owner/ Project Manager/ Change Management Lead
Mar. 2006 - Mar. 2013Atlanta, GA · Hybrid• Sold and implemented Franchise Development services to retail business/concept owners and founders nationwide and produced annual revenue pipeline of $5 - $10m annually. • Clients included Caring Companions In-home Senior Care, Canine Dimensions In-home Dog Training, Educational Etc., Estate Group, Romeo’s NY Pizza & Wings, and other franchisors nationwide.
• Managed and directed all sales/business development activities of three internal professionals + five contracted VPs/Directors.
• Company services included franchise concept development, developing global expansion strategies, drafting and filing of Uniform Franchise Disclosure Documents, regulatory compliance, business process mapping, technology design, and global sales and marketing strategies.
• Provided specialized equipment financing and leasing of required technology and equipment for the firm’s clients (franchisors) in addition to state and local municipalities as a value-added service, minimizing the complexities associated with traditional bank/SBA lending requirements. • Consulted with firm clients on the negotiations and selection of telecom providers for all connectivity needs for planned franchise offerings.
• Developed and deployed a customized white labelled version of BIZBROKERCRM to meet the unique needs of the company’s franchise development clients.
• Assisted client firms in the selection of a local Annual Audit partner to meet the publication requirements of the Federal Trade Commission.
• Company sold to business partner per a Buy-Sell Agreement in 2013.
Sunbelt Business BrokersChief Executive Officer/ Product Owner/ Project Manager/ Change Management Lead
Jun. 2004 - Mar. 2006Charleston, SC and Atlanta, GA · On-site• Expanded the company’s international footprint through new franchise sales in the Great Britain, Ireland, Sweden, Denmark, Norway, Iceland, Australia, New Zealand, Romania, and the United Arab Emirates.
• Supervised all implementations of new franchisees including change management activities associated with their brand migration from existing affiliations.
• Completed the expansion of the franchise system to all unsold major markets in the United States.
• Led the business development activities of the global new franchise sales organization.
• Successfully delivered top line revenue generation EBIT results at 300% of plan resulting in a successful turnaround and sale to a strategic investor in 2006.
• Led the development of go-to-market brand identity including website content and creative treatments, key marketing messages, franchise sales materials, search engine optimization, web marketing campaigns, pay per click, and partner portal strategies for business development/ brand expansion.
• Developed and tested all API messaging/interfaces for payment processing, Business for Sale Listings Partner Portals, SMS, and Asterisk Phone Systems via XML/SOAP, REST, and custom scripts.
• Led the negotiations and selection of global telecom providers for all network offices.
• Developed and deployed a customized cloud-based CRM/back-office solution (BIZBROKERCRM) using open-source infrastructure and development tools to meet the unique automation and marketing needs of the company’s 300+ retail franchised offices globally. (Agile development).
• Negotiated all employee group health programs in the U.S. for cost savings of $200k per year through wellness testing and improvement programs in partnership with chosen carriers via RFP/competitive bidding processes.
• Led the Annual Audit team on behalf of the Executive Team, investors, and franchisees as prescribed by the Franchise Act and the Federal Trade Commission.
CAS Americas, Inc. Sister company to SAP AmericasSenior Vice President- Travel & Hospitality
Jun. 2001 - Dec. 2003Atlanta, Georgia, United States · On-site• Developed an industry-specific enterprise-wide Customer Relationship Management application (Agile) for the Travel & Hospitality sector as a new initiative for CAS Americas with full P&L responsibility of $10m in annual revenues. • Clients included Air Canada, Spirit Airlines, McCord Travel, National Car Rental, 6 Continents (now Intercontinental Hotel Group) and others in the travel industry.
• Analyzed primary market research with prospective customers, business partners/suppliers, and channel participants as well as competitive intelligence to determine development priorities.
• Led the development of go-to-market brand identity including website content and creative treatments, key marketing messages, franchise sales materials, search engine optimization, web marketing campaigns, pay per click, and partner portal strategies for business development/ brand expansion.
• Led the design, development, and implementation of vendor partners and associated TPF-based interfaces into Event Driven architecture (EDA) including event definition, monitoring, and response activities required.
• Led all change management activities for implementations including custom communications for internal and external stakeholders.
• Managed a team of ten professional sales team members to meet organizational targets for new business growth.
• Developed all branding, web presence, and collateral material for a global product launch with internal and external brand management specialists.
• Company sold to Accenture Consulting in 2003.
Carlson Wagonlit TravelVice President - Change Management/ Product Owner/ Implementation Project Manager
Mar. 1997 - Mar. 2001Atlanta, Georgia, United States• Led the team responsible for developing (hybrid Waterfall and Agile) new web-enabled travel reservations technology (TSS/Symphonie) across the globe with 20 Direct VPs and support personnel with matrixed reporting of a 350+ person business and technical team. Responsibilities included definition of all use-cases and customer facing service scenarios. (stories) for business travelers and client specific requirements (policy, reporting, and compliance).
• Directed the development of all required interfaces to regional GDS providers for travel inventory and payment processing through the Airline Reporting Corporation (ARC clearinghouse) for North America, EMEA, and Asia Pacific.
• Led the design, development, and implementation of vendor partners and associated TPF-based interfaces into Event Driven architecture (EDA) including event definition, monitoring, and response activities required.
• Established Executive responsibility for selling and implementing TSS/Symphonie across the U.S., EMEA, and Asia Pacific to domestic and international clients including Fortune 500, federal, state and local municipalities.
• Managed the integration of innovative technologies for workforce management (IEX, WP), IVR, web interfaces, GDS emulator tools, counselor scheduling, QA monitoring, and training into legacy contact centers.
• Executive responsibility for ensuring recruitment, training programs, compensation, and incentives for new travel counselors aligned with TSS technology deployment strategy. • Led the migration activities to deliver $500 million in travel spend in the new service & technology configuration in the first year after release.
• Developed desktop dashboards with custom query results of all operational data and performance metrics (KPIs).
Carlson Wagonlit TravelDirector- Strategic Management
Mar. 1996 - Mar. 1997• Led the Board and Executive Teams in the development of the five (5) year Strategic Plan and annual updates to plan successes and milestones.
• Led the team responsible for securing $200MM in capital from parent companies for nationwide deployment of web-enabled call centers.
• Negotiated global telecom agreements for all operational call centers.
InterContinental Hotels & Resorts (then Holiday Inn Worldwide)Director-Strategic Management
Mar. 1993 - Mar. 1996Atlanta, Georgia, United States · On-site• Led the team responsible for crafting the company’s five (5) year Strategic Plan to achieve 3,000 hotels worldwide by 1999 (with 4 Geographic Area EVPS and support teams of in-country General Managers and support resources).
• Negotiated global telecom agreements for all operations including franchisees, global central reservation centers, corporate HQ, and owned/franchised hotel operations.
• Led the operational team responsible for producing a new strategic pricing application Holiday Inn Revenue Optimizer--HIRO) for all hotels, resulting in a Revenue per Available Roomnight (RevPAR) increase of 15-21% when implemented.
• Developed an upscale hotel market strategy leading to the global re-positioning and expansion of the Crowne Plaza brand and the launch of Holiday Inn Select.
Deloitte ConsultingExecutive Consultant/ Project Manager
May. 1990 - Mar. 1993Atlanta, Georgia, United States · On-site• Negotiated and sold $5 million per year of professional consulting services to the firm’s Fortune 500 clients nationwide.
• Reengineered the supply chain for the leading manufacturer of premium writing papers (Georgia Pacific), reducing annual expenses by $10 million through U.S.-based ground network optimization. • Project included system selection, installation/integration and change management activities at client’s headquarters, at production, distribution centers through retail outlets.
• Devised an integrated logistics (U.S. ground network) and retail strategy for the leading manufacturer of premium pet foods (Hill’s Pet Products/Science Diet Pet Food Manufacturer and Retail Distributor) resulting in the elimination of $20 million in annual operating expenses and a reduction in retail product age from 120 days to less than 30 days.
• Launched new product development process for the largest global soft-drink manufacturer (Coca-Cola Company) and led executive integration courses for client executives for adoption.
• Optimized ground-based logistics strategy for the Clorox Company from point of production through retail merchandising and demand pull through.
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