Experience

CompuSystems

• United States
• Events Services
• 100 - 200 Employee

• Vice President Field Operations

  • 2012 - Present

  In my current role as VP over tradeshow field operations, my focus is split between day-to-day operational leadership and continuous improvement as it relates to customer service standards. On the operations management side of my role, I am highly attuned to sales, renewals, and revenue growth opportunities and how we as a company can best capitalize on these opportunities as it relates to sales support, customer service, data analytics, field tech, warehouse operations, and logistics. From a customer service perspective, my goal is always to continuously improve and enhance our delivery model so that we are best meeting our clients evolving needs. To do so, I am involved in training 30+ staff and 20+ contractors on best practices, leveraging analytics and insights to pinpoint areas to improve, enhancing our technology platforms alongside software development, and actively managing relationships myself. ☑️ Some of my top successes and initiatives to date include: • Maintaining a 98% customer satisfaction rate for all onsite services following development and deployment of a “Customer First” initiative. • Spearheading efforts to take the enterprise to an all app environment, which has improved customer service while also reducing hardware expenses.• Achieving the lowest staff turnover rates in the company through improved staff coaching and support.• Leading logistical matters for over 200 trade shows including the largest B2B tradeshow in the U.S. – the Consumer Electronics Show. Show less

• Vice President of Exhibitor Services

  • 2010 - 2012

  My promotion into leadership over exhibitor services came about because of my expertise in the industry and ability to really enhance and turnaround performance. When I first took over exhibitor services, this was a struggling division and my immediate goal was reorganizing the business to be more efficient in terms of operations and sales as well as refocus the unit on our customers. Throughout restructuring efforts and afterwards, my responsibilities were diverse and touched all aspects of the business unit due to having full P&L accountability. In particular, I was involved in product rollouts, streamlining the workforce, instituting lean operational reforms, client support, service delivery, and more. ☑️ Some of my top successes and initiatives included: • Increasing revenues by approximately $750K (3%) by leading creation and deployment of new lead retrieval products and services.• Reforming interdepartmental communications by instituting a ticketing system and weekly stakeholder meetings. • Improving sales success rates and customer satisfaction by developing a new training program for Sales Representatives.• Driving a 5% increase in sales of our lead retrieval product. Show less

• Director of Onsite Operations

  • 2003 - 2010

  In this foundational role with CompuSystems I was accountable for driving efficient and profitable servicing of onsite registration at trade shows via leadership of a 30-person team tasked with setting up registration systems at events across the U.S. ☑️ Over my early years in this capacity, my top successes and initiatives included:• Boosting client renewals by over 20% through streamlining of processes and augmenting client communication systems. • Successfully scaling our onsite operations by 500% to meet increased business volume. • Creating a comprehensive training program (manuals, videos, and workshops) for all Field Technicians. This along with other initiatives increased staff retention by 250%• Bringing about a 10% reduction in labor costs associated with overtime payments via technology upgrades. Show less