Colleen Masters
Avon,OH
Summary
Multi-talented business leader, bringing several years of experience as a successful professional. Business operations expert who accelerates organizational growth and performance by leveraging people, systems, and processes to improve the bottom line. Passionate marketing and business leader who articulates vision and strategy, leads the execution of initiatives that drive change, advance maturity, and enhance the employee and client experience. Visionary executive implements plans that meet current and future needs.
Overview
19
19
years of professional experience
Work History
President
DRM
Cleveland, OH
08.2023 - Current
- Aligning business strategy with the agency goals, putting initiatives in place to accomplish short and long-term objectives; implementing business and operational plans; continuously evolving the agency business model to adapt to industry and market conditions; overseeing relationship-building with key clients; collaborating with and providing recommendations to CEO
- Oversee daily operations and the creation of all processes
- Implement key strategies to maximize overall productivity and efficiency
- Manage budgeting and finances, with a focus on maximizing profit
- Oversee agency sales efforts, strategy and implementation
- Ensure employee collaboration and motivation, productivity and satisfaction
- Manage recruitment, hiring/firing, salaries and benefits
Director of Operations
DRM
Cleveland, OH
01.2021 - 08.2023
- Responsible for growing agency revenue and talent while ensuring client projects and accounts are profitable
- Principal objectives: managing the P&L and projections, managing HR and payroll, managing a team of digital marketing and client services experts, ensuring client satisfaction across all engagements
- Drove a 58% increase in agency revenue from 2020 to 2021 while advancing our talent in the sphere of creative, digital marketing and client services
- Optimize cash flow and projections through a disciplined process of P&L management, reducing aging invoices from 90 days in receivables to 30 days
- Reduced payroll expenses by 82% by optimizing the payroll & HR vendor relationship
- Maintained 72% profitability across the agency through effective project management practices and aligning the right resources to the right projects
- Align the agency mission, vision and values to our client goals and objectives, leading the 9-person agency of digital marketing and creative experts
Sr. Director, Operations
Fathom
Independence, OH
01.2018 - 01.2021
- Drive operational excellence and mature processes and client delivery agency-wide
- Principal objectives: accelerate growth, improve profitability and gross margin, seek top talent and evolve workforce
- Lead Workforce Planning and Talent Management initiatives to advance skill sets and capabilities; establish operational reporting foundation to make key decisions on utilization, resource management, hiring, talent and performance management
- Optimize workflows and the client delivery process to improve agency billable utilization 15%
- Increased the agency billing rate 17%, driving 23% growth Y/Y by building and activating new pricing
- Leverage continuous improvement methodologies to increase agency gross margin 14%
- Streamline sales process by defining roles and responsibilities, optimizing client agreements, and aligning sales and product teams
- Design systems and integrate technologies to improve visibility on pipeline and increase efficiencies in client delivery (CRM – Salesforce.com, Project Management – Workfront)
- Develop managerial skill sets through a robust agency-wide training curriculum
- Dedicated servant-leader who loves supporting, managing and developing people
- Improve client profitability, gross margin and accelerate workforce management practices by presenting and sharing monthly performance to CEO and executive team
Director, Operations
Fathom
Independence, OH
01.2015 - 01.2018
- Newly created centralized role to establish operating policies and align systems, standards and processes
- Hired and aligned team members, built onboarding curriculums to ensure flawless execution across all client engagements and establish a seamless employee onboarding experience
- Impacted business decision making by providing insights and actions on forecasted revenue, utilization and productivity; developed dashboard + reports through technology (BI – Tableau)
Account Manager
Fathom
Independence, OH
01.2015 - 12.2015
- Responsible for leading client initiatives, establishing program plans and setting goals to drive agency revenue
- Grew top line revenue for the enterprise account by 3%, from $270k to $300k
- Consistently achieved 65% of account team gross margin, 3% over goal
- Established rapport through expert execution and consulting services
- Expanded into new areas of the client’s business by leveraging industry expertise, automating initiatives and managing/consulting on projects
- Hired and trained new employees
Sr. Specialist / Strategist, Email Marketing
Fathom
Independence, OH
01.2010 - 01.2015
- Responsible for achieving executional excellence, support on strategy, running day-to-day program operations
- Grew company revenue from $2.7M in 2010 to $3.4M, achieving 27% growth
- Achieved growth in lead gen volume from 68k leads to 86k, growing client sales pipeline 27%
- Increased enrollments by 34% and reduced client cost per enroll by 12%
Specialist, Digital Marketing
Johnson Smith Co.
Sarasota, FL
01.2006 - 01.2010
- Responsible for establishing an online presence; involved in the startup and growth of ecommerce sales
- Increased revenue in online marketplaces in excess of $1M, an increase of 32% Y/Y
- Project Manager and strategist for email marketing promotions
- Increased email sales by 19% for a total increase in revenue of $78K
Education
Bachelor of Science (BS) - Business Administration
John Carroll University
University Heights, OHSkills
- Talent Management
- Account Management
- HR / Payroll, Salary & Benefits
- Business Process Improvement
- Organizational Development
- Financials and Profit & Loss Management
- Workforce and Succession Planning
- Digital Marketing
- Employee Performance Management
- Continuous Improvement
- Talent Recruitment and Hiring
- Revenue Growth
- Profitability Optimization
- Business Planning
- Leadership Team Building
- Financial Planning
- Organizational Leadership
- Budgeting and cost control
Websites
Timeline
President
DRM
08.2023 - Current
Director of Operations
DRM
01.2021 - 08.2023
Sr. Director, Operations
Fathom
01.2018 - 01.2021
Director, Operations
Fathom
01.2015 - 01.2018
Account Manager
Fathom
01.2015 - 12.2015
Sr. Specialist / Strategist, Email Marketing
Fathom
01.2010 - 01.2015
Specialist, Digital Marketing
Johnson Smith Co.
01.2006 - 01.2010
Bachelor of Science (BS) - Business Administration
John Carroll University
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