Kevin Felton
Columbus,OH
Summary
Chief Experience Officer with a proven record at Converse Electric, achieving a 3% cost reduction and improved customer satisfaction through strategic team integration and innovative training programs. Expertise in client service and profit management, leading teams to meet ambitious goals and build long-term client relationships.
Overview
23
23
years of professional experience
1
1
Certificate
Work History
CHIEF EXPERIENCE OFFICER - CXO
CONVERSE ELECTRIC
Las Vegas, NV
09.2023 - Current
- Company Overview: Electrical Contractor
- Brought in to integrate all customer facing departments, Estimating, Project Management, Project Execution and Service. Originally functioning as independent units, the task was to unite into a more cohesive unit and improve overall customer satisfaction and increase sales.
- Developed new customer experience strategy. Created customer teams that included estimation, project management and project execution personnel that enabled better communication with customers and a more cohesive internal organization.
- Evaluated bid strategies for better project alignment. Evaluated existing project margins by type of project to determine best performing markets. Aligned project teams to better focus on those markets.
- Developed new yearly company goals to increase margin. In collaboration with the project teams, determined goals for increasing margins by lowering costs by 3%, reducing rework and improving commissioning standards to improve customer satisfaction.
- Developed training programs for staff to improve service delivery standards.
- Analyzed customer feedback data to identify opportunities for improvement in service delivery and identify trends to make better informed strategic decisions.
- Established metrics to assess customer journey and drive continuous improvement efforts.
- Spearheaded technology integration to streamline better manage projects from conception to completion.
Vice President
PS Design and Supply
Las Vegas, NV
01.2017 - 09.2023
- Company Overview: An Electrical Contractor/Design and Consulting Firm
- Founded PS Design and Supply as an electrical contractor and also to aid small and mid-sized companies design and implement improved operational procedures, establish and improve operational and sales metrics as well as drive retail and wholesale sales and aid in the development of client retention and client/customer satisfaction methods.
- Evaluated existing sales and business opportunities. Conducted extensive reviews of existing client base and develop plan on increasing both retail and wholesale sales of newly developed products in western US market.
- Developed new electrical contracting business. Established new business as a general service and lighting electrical contractor. Business consists of renovation, new build out, panel replacements, e-vehicle installation, lighting (commercial and residential).
- Developed Customer/Client Engagement Program. Examined customer history as well as market trends to put together a program to proactively address anticipated customer/client needs and engage on a regular basis to strengthen long term relationships.
- Established strategic plans and market forecasts for western region midsize contractor.
- New Customer Service Plan. In conjunction with the sales, marketing and operations staff, developed a new Customer Response Plan to better handle all aspects of customer engagement, customer complaints and ongoing customer recognition.
- An Electrical Contractor/Design and Consulting Firm
Director of Operations – FREEMAN ELECTRICAL
Freeman
McCook, IL
10.2004 - 12.2016
- Company Overview: A convention / tradeshow / event general contractor with $2+ billion in annual revenue.
- Led a $45 million operation that provided electrical services and equipment for tradeshows. Hired at startup to build an internal electrical group, drive business, revamp operations, hire new staff, develop policy, create long-range plans and control costs to generate profit. Managed 24 direct and 500 unionized indirect reports.
- $45 million in growth achieved in four years from startup to exceed all forecasted revenue and profit targets by forging trusting partnerships with stakeholders throughout the city.
- Developed the strategic plans, market forecasting, budgeting, human resources, financial planning, maintenance and sales efforts for the new division.
- 38% decrease in material inventory levels reached while ensuring product availability by introducing key performance indicators for inventory control, partnering with vendors on inventory management programs and building strategic relationships with key vendors.
- Managed multiple sites throughout 8 states.
- Acted as the company/customer interface to ensure that all client’s needs were addressed by internal departments (Design, Operations, Sales, etc.)
- A convention / tradeshow / event general contractor with $2+ billion in annual revenue.
Director of Western Operations
Elliott Power Systems
Lexington, TN
05.2002 - 09.2004
- Company Overview: A provider of temporary and permanent standby and prime power generators, control equipment, switchgear.
- Recruited to propel sales and engineering on the west coast. Oversaw regional sales, distribution and service network. Managed a $3.5 million sales budget and eight dealerships with 42 total employees.
- 75% boost in sales generated for the western division in two years by teaming with engineers to enhance product offering and drop manufacturing time.
- Assembled a sales / engineering development team to align the development and sales cycles, which increased knowledge on the design constraints of requests and market desires for each team.
- 3.5% drop in costs found by executing new manufacturing techniques and cutting labor expenses.
- A provider of temporary and permanent standby and prime power generators, control equipment, switchgear.
Education
Bachelor of Science - Electrical Engineering
Skills
- Client and customer service
- Leadership and team building
- Profit and loss management
- Communication skills
- Sales and negotiation
- Construction market expertise
- Coaching and mentoring
- Logistics management
Certification
- Six Sigma Black Belt
- NV Licensed Electrical Contractor License
Timeline
CHIEF EXPERIENCE OFFICER - CXO - CONVERSE ELECTRIC
09.2023 - Current
Vice President - PS Design and Supply
01.2017 - 09.2023
Director of Operations – FREEMAN ELECTRICAL - Freeman
10.2004 - 12.2016
Director of Western Operations - Elliott Power Systems
05.2002 - 09.2004
Trine University - Bachelor of Science, Electrical Engineering
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Professional Development
- Leadership Training
- Microsoft Excel/Office Advance User Training
- LEAN