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Guatemala
Work Background
Mesa Moving and StoragePresident
Sep. 2022 - Apr. 2024Salt Lake City, Utah, United StatesIn the first year, gross margin improved company-wide by 6%; claims expense was reduced by 45%; and overall customer satisfaction scores improved from 86% to over 95%--resulting in a 490% increase in business with the world's largest relocation company. Important gains were also made in process development and improvement, staff efficiencies, and right sizing. Mesa is an EOS company, and I served in the Integrator's role for the company.
New World Van LinesChief Operating Officer
Nov. 2017 - Sep. 2022Chicago, IllinoisReported to the CEO, and responsible for all aspects of service delivery and quality at this leading independent carrier: from customer service, operational capacity and fleet, quality improvement, and claims; to billing and processing. Charged with streamlining processes and improving scalability for achievement of the company's strategic growth plan, and the development and application of metrics and KPI's to measure progress. Restructuring of fleet operations and drivers services produced growth of nearly 20% in driver population, an increase of more than 15% in capacity efficiency, and overall growth for the calendar year near 10%. Also restructured the claims department bringing the entire process back in house, producing an annual bottom line savings of nearly $1 million when completed. Quality improvement program produced measurable results and improved customer satisfaction scores at each of the top five accounts, as well as improving the internal measure from a score of 88.2 to 94.3. In the billing area, days to bill were reduced from nearly twenty to under ten, and paperless status was achieved. New World was a platinum winner of the Cartus Innovation Award in 2018, winner of the Cartus Masters Cup in 2019, and a finalist for the Cartus Masters Cup in 2022; the 2019 WHR Partner in Quality Award; the AMSA 2019 Independent Mover of the Year; the 2019 FIDI Commitment to Excellence Gold Award; and the 2019 AMSA Fleet Safety Award. A member of the Executive Management team, also coordinated the production of annual and regional company meetings and led New World's strategic planning initiative.
A. Arnold RelocationChief Executive Officer
Jan. 2012 - Apr. 2017Louisville, KYChief executive at the 2014 AMSA Independent Carrier of the Year. Succeeded the company owner, with the directives of building the strategic direction of the van line, and completing a buyout of his interests. Completed buyout of the company in June, 2013 with majority shareholder status. Grew revenue by 17% in first thirty months of ownership, producing record top line and top five EBITDA results in 2015. Served on the board and Executive Committee of the American Moving and Storage Association, and as a board member for the Louisville Better Business Bureau, the Moving & Storage Institute, and Family & Children's Place of Louisville. Named Action Coach Louisville's CEO of the Year for 2015; and honored as a Kentucky Colonel in August, 2016. The company was closed following an asset sale in April, 2017.
Bekins Van LinesChief Executive Officer
Sep. 2009 - Aug. 2011Chicago, ILSenior executive at the oldest and best recognized van line in America. Charged with the development of a strategic plan for growth, market development and capital acquisition, as well as brand utilization. In two years dramatically improved EBITDA by more than 80% through expense reduction and the creation of seven new van line programs and projects--encompassing both operational efficiency and revenue growth/production. Worked with outside counsel and investment bankers in connecting corporation with more than 30 candidates for investment, and ultimately led the process which selected an acquisition partner. Served as the Chairman of the Board of Bekins Holding Corp; as a board member, executive committee member, and Chairman of the Membership Advisory Task Force for the American Moving and Storage Assn; and on the board of the Chicagoland/Northern Illinois Better Business Bureau.
Atlas Van LinesPresident, Chief Operating Officer
Jan. 2008 - Aug. 2009Chief operating officer at the parent of the second largest U.S. moving company; responsible for all company operations including Atlas Van Lines. Led strategic oversite for Atlas World Group and its nine subsidiary companies; served on the Atlas Canada Board of Directors; and as an ex-officio member of the Atlas World Group Board of Directors.
Atlas World Group InternationalSr. VP, Chief Marketing Officer
Oct. 2004 - Jan. 2008Oversite for the sales, marketing, communications, and pricing decisions at the eight Atlas World Group companies; and also for strategic planning initiatives at the Board of Directors level. Accountable for the activities that generated over 65% of parent company's total revenues. Key initiatives were the development and rollout of a new market segment and containerized product in 2006; and leadership of the team that developed the company's initial tool for capturing the previously untapped business segment from the internet--rolled out in 2008.
Atlas Van LinesSr VP, Sales and Marketing
Dec. 2002 - Oct. 2004Evansville, Indiana AreaAssumed responsibility for the contracts, pricing, marketing, military, tariffs, and corporate meetings departments of the van line, in addition to all sales activities. Highlights included a complete rebranding of the corporation in 2002; and the creation and rollout of Avail in 2003: a subsidiary solution and move management company.
Atlas Van LinesVP, Sales Development
Dec. 1999 - Dec. 2002Responsible for all sales liaison work with network of 400 Atlas agents, including sales training, customer calls, and program development and implementation.
Huntleigh/McGeheeSr. VP, Strategic Planning
Jun. 1998 - Dec. 1999Development of strategic marketing and partnership initiatives at financial services organization; also worked extensively with marketing and strategic initiatives at two subsidiary companies in the software and Indycar racing arenas.
ABC Moving & Storage/Atlas Van LinesPresident, COO
Dec. 1988 - May. 1998Started in operations at this top level Atlas agency, and worked up through sales and management; promoted to Pres/COO in August 1996.
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