President and Chief Executive Officer

• Aug 2020 - Present

✔ Leadership Memphis is empowering our community to STEP UP by preparing and mobilizing leaders to work together for the good of the whole community. ✔ LM programs help leaders become more effective community leaders by developing community change agents, connecting them with others who have a passion to serve, and empowering them with information and opportunities to make a difference. ✔ With more than 34,000 volunteers, 4,000 alumni, and an engaged community - the impact of our… Show more ✔ Leadership Memphis is empowering our community to STEP UP by preparing and mobilizing leaders to work together for the good of the whole community. ✔ LM programs help leaders become more effective community leaders by developing community change agents, connecting them with others who have a passion to serve, and empowering them with information and opportunities to make a difference. ✔ With more than 34,000 volunteers, 4,000 alumni, and an engaged community - the impact of our networks is amazing. Show less ✔ Leadership Memphis is empowering our community to STEP UP by preparing and mobilizing leaders to work together for the good of the whole community. ✔ LM programs help leaders become more effective community leaders by developing community change agents, connecting them with others who have a passion to serve, and empowering them with information and opportunities to make a difference. ✔ With more than 34,000 volunteers, 4,000 alumni, and an engaged community - the impact of our… Show more ✔ Leadership Memphis is empowering our community to STEP UP by preparing and mobilizing leaders to work together for the good of the whole community. ✔ LM programs help leaders become more effective community leaders by developing community change agents, connecting them with others who have a passion to serve, and empowering them with information and opportunities to make a difference. ✔ With more than 34,000 volunteers, 4,000 alumni, and an engaged community - the impact of our networks is amazing. Show less

Principal and Chief Executive Officer

• Oct 2011 - Present

Crenshaw and Associates is a consulting group that helps non-profits and for profit businesses reach their growth objectives. Our focus is to help with strategic plans, transformation efforts, and earned income strategies. Inventory of completed work includes three due diligence efforts for private equity acquisitions, seven years of strategic planning and process work for non-profits, go-to market strategy developed for a Fortune 50 product launch in Brazil, revenue model developed to predict… Show more Crenshaw and Associates is a consulting group that helps non-profits and for profit businesses reach their growth objectives. Our focus is to help with strategic plans, transformation efforts, and earned income strategies. Inventory of completed work includes three due diligence efforts for private equity acquisitions, seven years of strategic planning and process work for non-profits, go-to market strategy developed for a Fortune 50 product launch in Brazil, revenue model developed to predict senior care market size by MSA, advisor for three healthcare start-ups, and customer experience assessment and improvement for multi-national healthcare client. Recognized in 2015 as top vendor for multi-national healthcare client as well as convention keynote speaker in 2016 and 2017. Show less Crenshaw and Associates is a consulting group that helps non-profits and for profit businesses reach their growth objectives. Our focus is to help with strategic plans, transformation efforts, and earned income strategies. Inventory of completed work includes three due diligence efforts for private equity acquisitions, seven years of strategic planning and process work for non-profits, go-to market strategy developed for a Fortune 50 product launch in Brazil, revenue model developed to predict… Show more Crenshaw and Associates is a consulting group that helps non-profits and for profit businesses reach their growth objectives. Our focus is to help with strategic plans, transformation efforts, and earned income strategies. Inventory of completed work includes three due diligence efforts for private equity acquisitions, seven years of strategic planning and process work for non-profits, go-to market strategy developed for a Fortune 50 product launch in Brazil, revenue model developed to predict senior care market size by MSA, advisor for three healthcare start-ups, and customer experience assessment and improvement for multi-national healthcare client. Recognized in 2015 as top vendor for multi-national healthcare client as well as convention keynote speaker in 2016 and 2017. Show less

Regional Partner

• Mar 2020 - Present

Lead the regional efforts for the state of Tennessee to grow the lean six sigma knowledge in support of businesses and non-profits. I grow the region's capacity through consulting with and teaching the body of knowledge. Lead the regional efforts for the state of Tennessee to grow the lean six sigma knowledge in support of businesses and non-profits. I grow the region's capacity through consulting with and teaching the body of knowledge.

Senior Vice President

• Nov 2008 - Oct 2011

Innovation and Process Improvement: CEO direct report and Executive Committee member responsible for Continuous Improvement, Customer Experience, and PMO. With a $1.7 million budget, defined and drove expense reduction strategy netting $143 million in savings against a $110 million EBITDA target. Defined and implemented customer experience strategy that led to a 30% improvement in 4 of 5 businesses over two years. Managed the portfolio of 49 strategic initiatives for the company. Innovation and Process Improvement: CEO direct report and Executive Committee member responsible for Continuous Improvement, Customer Experience, and PMO. With a $1.7 million budget, defined and drove expense reduction strategy netting $143 million in savings against a $110 million EBITDA target. Defined and implemented customer experience strategy that led to a 30% improvement in 4 of 5 businesses over two years. Managed the portfolio of 49 strategic initiatives for the company.

Senior Vice President

• Apr 2006 - Nov 2008

Process Quality and Innovation: Selected as 2006 Wachovia Card Services “Big Three Finalist,” for successful development and implementation of operations and fulfillment strategies, placement of key operational processes, management of shared and outsourced resources, and timely business launch that included problem management, issue resolution and retention-based customer feedback loop. The new business launch resulted in acquiring 1 million customers and $1.5 billion receivables in 1 year. Process Quality and Innovation: Selected as 2006 Wachovia Card Services “Big Three Finalist,” for successful development and implementation of operations and fulfillment strategies, placement of key operational processes, management of shared and outsourced resources, and timely business launch that included problem management, issue resolution and retention-based customer feedback loop. The new business launch resulted in acquiring 1 million customers and $1.5 billion receivables in 1 year.

Senior Vice President

• Aug 2002 - Apr 2006

Optimization Executive: Led a multi-site team of 100+ associates. Developed an optimization strategy that achieved $23M in savings via in/outsourcing and off shoring following acquisition of $122.5B MBNA portfolio by BOA. Claims Operations Executive: Led a global multi-site team of 1100 associates and total budget of $247MM. Managed 3.5 million disputes annually, serviced 1.5 million customer calls, reduced cycle time by 50%, reduced pipeline volume by 50%, improved accuracy to “3rd… Show more Optimization Executive: Led a multi-site team of 100+ associates. Developed an optimization strategy that achieved $23M in savings via in/outsourcing and off shoring following acquisition of $122.5B MBNA portfolio by BOA. Claims Operations Executive: Led a global multi-site team of 1100 associates and total budget of $247MM. Managed 3.5 million disputes annually, serviced 1.5 million customer calls, reduced cycle time by 50%, reduced pipeline volume by 50%, improved accuracy to “3rd best in the industry,” raised associate’s pulse 21 points and delivered $10M+ in annual savings. Received "Best of the Best" Award. Exception Services Process Executive: Led a multi-site team of 1100 associates and total budget of $204MM. Identified $1.5M in productivity and revenue in a Claims Kaizen Blitz. Led initiative that lowered claims 20% and reduced non-credit losses 50% ($15MM). Received "Best of the Best" Award. Quality and Productivity Executive: Led a team of 24 Black Belts and delivered $75M in annual savings across organization. Received "Best of the Best" Award. Show less Optimization Executive: Led a multi-site team of 100+ associates. Developed an optimization strategy that achieved $23M in savings via in/outsourcing and off shoring following acquisition of $122.5B MBNA portfolio by BOA. Claims Operations Executive: Led a global multi-site team of 1100 associates and total budget of $247MM. Managed 3.5 million disputes annually, serviced 1.5 million customer calls, reduced cycle time by 50%, reduced pipeline volume by 50%, improved accuracy to “3rd… Show more Optimization Executive: Led a multi-site team of 100+ associates. Developed an optimization strategy that achieved $23M in savings via in/outsourcing and off shoring following acquisition of $122.5B MBNA portfolio by BOA. Claims Operations Executive: Led a global multi-site team of 1100 associates and total budget of $247MM. Managed 3.5 million disputes annually, serviced 1.5 million customer calls, reduced cycle time by 50%, reduced pipeline volume by 50%, improved accuracy to “3rd best in the industry,” raised associate’s pulse 21 points and delivered $10M+ in annual savings. Received "Best of the Best" Award. Exception Services Process Executive: Led a multi-site team of 1100 associates and total budget of $204MM. Identified $1.5M in productivity and revenue in a Claims Kaizen Blitz. Led initiative that lowered claims 20% and reduced non-credit losses 50% ($15MM). Received "Best of the Best" Award. Quality and Productivity Executive: Led a team of 24 Black Belts and delivered $75M in annual savings across organization. Received "Best of the Best" Award. Show less

Six Sigma Deployment Director

• May 2000 - Aug 2002

Promoted 3 times in 9 months from Black Belt to Master Black Belt to Global Six Sigma Deployment Manager. Managed 6-Sigma deployment across a 19,000-person organization (26 countries) on a total budget of $800k that resulted in 90 Black Belts, 1,460 Green Belts, and $65.9M in hard annual recurring savings, as well as 20 Ford Financial Certified Black Belts. Promoted 3 times in 9 months from Black Belt to Master Black Belt to Global Six Sigma Deployment Manager. Managed 6-Sigma deployment across a 19,000-person organization (26 countries) on a total budget of $800k that resulted in 90 Black Belts, 1,460 Green Belts, and $65.9M in hard annual recurring savings, as well as 20 Ford Financial Certified Black Belts.

Initiatives Manager

• May 1996 - Apr 2000

Promoted 3 times from Quality Analyst to Black Belt/Operations Quality Manager to Strategic Initiatives Manager. Strategic Initiatives Manager: Led multi-site team of 100+ associates that in 4 months implemented a $200M benefit Spanish program across all functions. Received the GE Capital Summit Award and 2 Quality Awards. (1998-2000) Operations Quality Manager: Developed and implemented the strategy for the quality program for the business unit. Developed/Managed multi-site call… Show more Promoted 3 times from Quality Analyst to Black Belt/Operations Quality Manager to Strategic Initiatives Manager. Strategic Initiatives Manager: Led multi-site team of 100+ associates that in 4 months implemented a $200M benefit Spanish program across all functions. Received the GE Capital Summit Award and 2 Quality Awards. (1998-2000) Operations Quality Manager: Developed and implemented the strategy for the quality program for the business unit. Developed/Managed multi-site call routing strategy and workforce requirements with over 350,000 calls monthly and staff of 300-associates based in Atlanta, Dallas, and Kansas City. Received the "Best of the Best" and 3 Quality Awards. (1996-1998) Show less Promoted 3 times from Quality Analyst to Black Belt/Operations Quality Manager to Strategic Initiatives Manager. Strategic Initiatives Manager: Led multi-site team of 100+ associates that in 4 months implemented a $200M benefit Spanish program across all functions. Received the GE Capital Summit Award and 2 Quality Awards. (1998-2000) Operations Quality Manager: Developed and implemented the strategy for the quality program for the business unit. Developed/Managed multi-site call… Show more Promoted 3 times from Quality Analyst to Black Belt/Operations Quality Manager to Strategic Initiatives Manager. Strategic Initiatives Manager: Led multi-site team of 100+ associates that in 4 months implemented a $200M benefit Spanish program across all functions. Received the GE Capital Summit Award and 2 Quality Awards. (1998-2000) Operations Quality Manager: Developed and implemented the strategy for the quality program for the business unit. Developed/Managed multi-site call routing strategy and workforce requirements with over 350,000 calls monthly and staff of 300-associates based in Atlanta, Dallas, and Kansas City. Received the "Best of the Best" and 3 Quality Awards. (1996-1998) Show less

Captain

• Jun 1991 - Jul 1996