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Todd Crostic Resume 9.23.15

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Todd Crostic

Todd Crostic has over 20 years of experience leading sales and marketing operations in the multi-channel contact center industry. He has a proven track record of building companies from start-ups to multi-million dollar enterprises. Most recently, he served as Chief Operating Officer for CUORE Group where he developed integrated marketing campaigns that generated over $20 million in sales. Previously he held leadership roles at several companies where he increased annual sales, profitability, productivity and implemented strategies to improve customer service. He has extensive experience managing large teams, developing high-performing sales cultures and mentoring employees.

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Todd Crostic 13719 Buck Rub Drive Midlothian, Virginia 23112 (804)399-7717 toddcrostic@gmail.com Executive Profile A proven leader and innovator in the multi-channel contactcenter industry with over 20 years of experience building companies from start-up to multi-million dollarenterprises.A high-caliber sales executivewith hands-on experience building and leadingintegrated sales and multi-channel marketingoperations for growingcompanies.Demonstrated strength in buildinga positiveenvironment with a focus on metrics and drivingkey performance indicators. This environmentpromotes unified efforts and continuous improvements with a strongfocus on team buildingand employee relations.As a proactive leader and motivator has mentored a largestaff and developed sales team’s skills/talents to maximizepotential and achieve optimum results. In addition,superior achievement in buildingand nurturingclientand business relationshipsestablishingan industry leadin g network of business associates in thedirect marketing industry. Experienced in all facets of call center operations including process,productivity,and quality improvement. Demonstrated expertise and innovation in developing, introducingand improvingcampaigns with a focus on increasingperformanceand overall revenue/profit. Possesses an in-depth experience in marketing concepts and operations with comprehensive analytic planning,organizational and negotiation skills. Executive Experience Chief Operating Officer-Director of Client Performance CUORE Group, LLC Richmond, Virginia October 2010 to September2015 Sales & Marketing Management:  Responsiblefor strategic planningand development of integrated sales,marketingcampaigns targeted to consumers nationwidewith sales of over $20,000,000  Recruited, hired and trained sales forceof over 100 employees  Developed standards and reportingto target areas of retrainingto continually increaseperformancewith an emphasis on conversion,up-sells and after-sales  Created forecastingand schedulingprograms thattrack sales and productivity,leadingto increased servicelevels while reducingcosts Profitability:  Developed reporting and standards thatincreased phoneproductivity over 20%  Implemented strategies that improved contactrates on all outbound programs and increased sales per hour over 30%  Developed relationshipswith multipleclients thatresulted in referral accounts and additional programs Team-Building – Employee Relations:  Created sales operations with a team-oriented structure and introduced participativedecision-makingstyle,which resulted in a successful salesand operations management team  Empowered associates to think and work independently as well as in a team environment. This was accomplished by creatingprograms and incentives that were aligned with the goals of the company to improve moral and promote team competitions. Vice President of Sales and Marketing BrandSeed Customer Connect, LLC-RAI Telemarketing, Media Synergy Group Richmond, Virginia 2002 to October 2010 Sales & Marketing Management:
 Responsiblefor strategic planningand development of integrated multichannel marketingcampaigns includingprint, directmail and radio  Responsiblefor the internal operations team and managed outsourced call centers  Managed relationshipswith all clients and consistently found new business opportunities with each clientincluding developing outbound campaigns and savethe saleopportunities for Customer Service and Chat Profitability:  Implemented a skillsbased routingsystemand an innovativecompensation structure to maximize conversions and improve revenue per call  Created a rankingsystem that measures all areas of profitability in thephone center. Applyingthis model in conjunction with skillsbased routingand high margin programs converted the phone room into a profitcenter. Team-Building – Employee Relations:  Increased communication between departments through weekly meetings and updates which lead to costsavings and increased quality  Focused on a fun, team oriented work environment which included introducingthe "Fish"program Contact Center Manager Comtrad-Technobrands, Inc. Colonial Heights, Virginia (1994-2002) Contact Center Management:  Responsiblefor all sales acrossmultipledivisionsand contactchannels. This involved strategic planningto maximize growth and profitability for multipleproductlines  Managed over 150 sales associates,customer serviceagents, chatagents, QA agents, trainers,and supervi sors Profitability:  Increased annual sales from15 million in 1995 to over 70 million in gross salesin 2001  Consistently improved the company’s profitability by creatingand implementing high margin up-sell,and after-sales programs that resulted in over one million dollars in additional revenue in a one-year period Team Building and Employee Relations:  Empowered associates to think and work independently as well as in a team environment  Created programs and incentives to improve moral and promote team competitions Budget Management:  Developed, analyzed and managed the sales budget for a multimillion-dollar company  Responsiblefor analyzingbudget variances and initiatingtheappropriateguidelines to control expenditures and increase profitability Quality Assurance:  Helped to develop a quality assurancedepartment that was responsiblefor adherence to call flowguidelines, performance improvement and FTC compliance Education and Accomplishments Drexel University,Philadelphia,Pennsylvania, Area of Concentration: Business Management Received the President’s Award in 1997 for outstandingcontributions to the company for increasingoverall sales.

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Todd Crostic Resume 9.23.15

  • 1. Todd Crostic 13719 Buck Rub Drive Midlothian, Virginia 23112 (804)399-7717 toddcrostic@gmail.com Executive Profile A proven leader and innovator in the multi-channel contactcenter industry with over 20 years of experience building companies from start-up to multi-million dollarenterprises.A high-caliber sales executivewith hands-on experience building and leadingintegrated sales and multi-channel marketingoperations for growingcompanies.Demonstrated strength in buildinga positiveenvironment with a focus on metrics and drivingkey performance indicators. This environmentpromotes unified efforts and continuous improvements with a strongfocus on team buildingand employee relations.As a proactive leader and motivator has mentored a largestaff and developed sales team’s skills/talents to maximizepotential and achieve optimum results. In addition,superior achievement in buildingand nurturingclientand business relationshipsestablishingan industry leadin g network of business associates in thedirect marketing industry. Experienced in all facets of call center operations including process,productivity,and quality improvement. Demonstrated expertise and innovation in developing, introducingand improvingcampaigns with a focus on increasingperformanceand overall revenue/profit. Possesses an in-depth experience in marketing concepts and operations with comprehensive analytic planning,organizational and negotiation skills. Executive Experience Chief Operating Officer-Director of Client Performance CUORE Group, LLC Richmond, Virginia October 2010 to September2015 Sales & Marketing Management:  Responsiblefor strategic planningand development of integrated sales,marketingcampaigns targeted to consumers nationwidewith sales of over $20,000,000  Recruited, hired and trained sales forceof over 100 employees  Developed standards and reportingto target areas of retrainingto continually increaseperformancewith an emphasis on conversion,up-sells and after-sales  Created forecastingand schedulingprograms thattrack sales and productivity,leadingto increased servicelevels while reducingcosts Profitability:  Developed reporting and standards thatincreased phoneproductivity over 20%  Implemented strategies that improved contactrates on all outbound programs and increased sales per hour over 30%  Developed relationshipswith multipleclients thatresulted in referral accounts and additional programs Team-Building – Employee Relations:  Created sales operations with a team-oriented structure and introduced participativedecision-makingstyle,which resulted in a successful salesand operations management team  Empowered associates to think and work independently as well as in a team environment. This was accomplished by creatingprograms and incentives that were aligned with the goals of the company to improve moral and promote team competitions. Vice President of Sales and Marketing BrandSeed Customer Connect, LLC-RAI Telemarketing, Media Synergy Group Richmond, Virginia 2002 to October 2010 Sales & Marketing Management:
  • 2.  Responsiblefor strategic planningand development of integrated multichannel marketingcampaigns includingprint, directmail and radio  Responsiblefor the internal operations team and managed outsourced call centers  Managed relationshipswith all clients and consistently found new business opportunities with each clientincluding developing outbound campaigns and savethe saleopportunities for Customer Service and Chat Profitability:  Implemented a skillsbased routingsystemand an innovativecompensation structure to maximize conversions and improve revenue per call  Created a rankingsystem that measures all areas of profitability in thephone center. Applyingthis model in conjunction with skillsbased routingand high margin programs converted the phone room into a profitcenter. Team-Building – Employee Relations:  Increased communication between departments through weekly meetings and updates which lead to costsavings and increased quality  Focused on a fun, team oriented work environment which included introducingthe "Fish"program Contact Center Manager Comtrad-Technobrands, Inc. Colonial Heights, Virginia (1994-2002) Contact Center Management:  Responsiblefor all sales acrossmultipledivisionsand contactchannels. This involved strategic planningto maximize growth and profitability for multipleproductlines  Managed over 150 sales associates,customer serviceagents, chatagents, QA agents, trainers,and supervi sors Profitability:  Increased annual sales from15 million in 1995 to over 70 million in gross salesin 2001  Consistently improved the company’s profitability by creatingand implementing high margin up-sell,and after-sales programs that resulted in over one million dollars in additional revenue in a one-year period Team Building and Employee Relations:  Empowered associates to think and work independently as well as in a team environment  Created programs and incentives to improve moral and promote team competitions Budget Management:  Developed, analyzed and managed the sales budget for a multimillion-dollar company  Responsiblefor analyzingbudget variances and initiatingtheappropriateguidelines to control expenditures and increase profitability Quality Assurance:  Helped to develop a quality assurancedepartment that was responsiblefor adherence to call flowguidelines, performance improvement and FTC compliance Education and Accomplishments Drexel University,Philadelphia,Pennsylvania, Area of Concentration: Business Management Received the President’s Award in 1997 for outstandingcontributions to the company for increasingoverall sales.