|
|
|
|
|
|
|
|
|
Degrees
|
|
MBA, University of Chicago Booth School of Business, BA, Economics Michigan State Univ. Honors College
|
|
|
My Expert Service
|
|
Hands-on manager with entrepreneurial passion and energy coupled with the discipline and experience gained from domestic and international senior executive roles (CEO/COO/EVP) in the information services business. Extensive experience in the US, UK & India building and running business units in internet and print publishing, financial information services (Reuters), healthcare informatics and business process outsourcing (BPO). Key strengths include business development finesse coupled with astute operational and financial management, and interpersonal skills honed in multi-cultural environments. Demonstrated ability to build a strong corporate culture grounded in quality metrics with teams that deliver sustainable operating results that are exceptional.
|
|
|
Experience & Qualifications
|
|
Consulting Areas of Expertise
Business Coaching
Oct 2007 – November 2008
Worked with founder and senior management team at Logical Information Machines in Chicago during 2007-08 on areas including re-building sales management, product development, pricing and overall management structure.
Strategic Planning
May 2006 – August 2007
Designed and launched a subscription portal for landlord entrepreneurs which attracted +70,000 members in six months (CompleteLandlord.com) for Socrates Media.
August 2001 – December 2001
Developed and implemented strategy for ICICI Bank to set up an outsourcing business collecting US credit card debt with Indian-based collection agents on behalf of US card issuers.
Onshore/Offshore Outsourcing
October 2005 – September 2007
Built and managed a wholly-owned subsidiary in Hyderabad, India for Socrates Media in 2005 that grew to 60 employees handling customer service, software development, US accounting and analysis, graphic design, and web analytics.
February 2004 – January 2009
First customer of Quislex, a Hyderabad, India LPO (Legal Process Outsourcing) company to build state and city-specific standard legal documents for landlords in all 50 US states. Continued to work with Quislex in 2008-2009 to summarize all legal documents in Sarbanes-Oxley style for American Marketing & Publishing, LLC
May 2008 – January 2009
Managed transition of peak graphic design work for American Marketing & Publishing, LLC to OKS in Chennai, India and ASEC in Manila, Philippines.
Company Turnarounds
September 1996 – November 1998
Strategic Media Research, a Chicago-based media research company had been brought to the brink of bankruptcy by the founder when I took over as CEO. Reduced costs by introducing tighter management of staff, especially in their call center and negotiating lower telephone rates. Increased revenue by 70% through new product lines (telemarketing) to make use of call center capacity during previously idle day-time hours.
February 1991 – July 1992
Reuters London City Division was the worst performing business unit in Reuters Europe when I took over as the Divisional Director. In the course of the first 18 months I completely re-built the management team and championed the launch of a new UK equities service that captured 10% of the UK equities information market at launch. Customer satisfaction measures went from worst to best during this period as well.
July 1985 – September 1986
Reuters Central Region, US was bleeding red ink and virtually none of the business processes from sales to field service and accounting was working well. In less than 18 months, this became the leading business unit in Reuters North America in terms of sales, profitability and innovation leading to a promotion as SVP, North America with operating responsibility for all Reuters North American operations.
Organizational re-structuring
May 2008 – December 2008
Thought leader in restructuring of American Marketing & Publishing’s regional sales force of 170 field sales representatives. The group initially consisted of a highly centralized group with a manager to sales rep ratio of 1:30 and higher with managers compensated only on top-line revenue to a new model. I proposed and implemented a new business model that doubled the sales management team, hiring more district sales managers another Sales VP and an EVP to manage the group, while changing the compensation structure focus to a P&L focus and building new information systems to support the organizational shift.
January 1989 – July 1989
Re-organized customer service in Reuters North American operation moving from a highly de-centralized model working without the benefit of any centralized knowledgebase or CRM system to a highly efficient, centralized group that reduced overall headcount by 75 staff and improved customer satisfaction significantly. This model was subsequently copied by Reuters in Asia and Europe.
|
|
|
Available Modes Of Communication
|
|
email/chat
|
|
|
|
|
Contact
Bruce Masterson
|
|
|
|
|
|
|