RHONDA FRANTZ-SMITH

Safety program providing certifications and performance tracking software to 1,600+ construction companies. Oropala is a software company that provides “white label” services to the Gold Shovel Standard program

As Vice President Member Experience, I manage all aspects of the Gold Shovel Standard membership on behalf of Oropala, including all post-sale activities, member management (onboarding, customer support and account management) process improvements and automation, certification, and program compliance

• Played an integral role in the start-up of this organization and have managed the 166% membership expansion
• Expedite member onboarding that is a direct impact to revenue growth resulting in a 120% increase
• Provide world class customer care leading to an 90% retention rate
• Work with other senior leaders to create internal dashboards and establish company KPI’s
• Identify and define software functionality and enhancements to improve internal processes and enhance member experience
• Develop, evaluate and implement strategic, tactical and operational member engagement plans, programs, and initiatives to align with company goals and mission
• Advise counterpart senior executives on member satisfaction measurements, member experience strategies, program initiatives and emerging issues to enable customer-centric strategic decisions
• Manage all aspects of customer support and customer experience (membership outreach, onboarding, renewals, and compliance) for over 1,600 members
• Manage all member communications to keep them informed of program progress and initiatives
• Prepare and deliver presentations to current and future members regarding program benefits and program requirements
• Manage a team that audits all member requirements and approves certification

Proove Biosciences was one of the first biotechnology companies to provide personalized medicine through a portfolio of patent-protected genetic tests to help physicians de-risk adverse prescription events and improve patient care.

• Fundamentally reengineered the company’s core business processes, cutting its processing time from 16 weeks to 2 days (91%)
• Managed growth and success of the company ranking 69 of 500 fastest growing technology companies (1,386%)
• Direct contributor to revenue increase from 2.1M to 28M (1,233%)
• Developed KPI’s and managed all account management activities and systems to increase productivity by 75%
• Onboarded 65 new clinics coordinating with doctor’s, office staff, and our Customer Engagement Representatives
• Responsible for a team of over 115, including Team Leads and Customer Engagement Representatives – all of which were located across multiple geographical areas
• Conducted site audits to ensure Customer Engagement Representatives completed study requirements consistent with approved protocols and regulated guidelines
• Worked with clinic staff to improve efficiency and patient care related to the use of our tests
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• Was the “Go-to Executive” for comprehensive physician issues, escalated customer complaints, employee assignments and reviews, bonus calculations, changes in job descriptions, and measuring performance through creative metrics
• Developed cross-functional procedures to ensure alignment across all functional departments, including customer service, research, billing, marketing, as well as the laboratory and program execution teams
• Managed a team of cross-functionally-trained resources and deployed them based on the organization’s needs

Laura’s House is a non-profit organization that provides comprehensive domestic violence programs and services to those affected by domestic violence.

• Increased store sales by 26.1% through a combination of revising outreach programs and modifying pricing structures
• Increased monetary donations by 85% and physical donations by 48%
• Increased volunteer hours by 38% and reduced paid hours by 20%
• Developed new policies and procedures, which I subsequently presented to, and gained approval from, the organization's Board of
• Directors, and then was responsible for communicating those changes to the staff
• Restructured the team and modified job their responsibilities which resulted in a 50% increase in efficiency
• Developed and implemented revised price structure guidelines
• Researched, selected, programmed and implemented a new POS system; and trained the staff and volunteers
• Regularly conducted various presentations to the Board of Directors and numerous community leaders
• Conducted community outreach programs to coordinate donations for the store, clients and shelters
• Successfully secured donors for the shelter to provide, clothing, furniture and food on a monthly basis

Fashion Specialty

Retailer Nordstrom, Inc. is a leading fashion retailer offering compelling clothing, shoes and accessories for men, woman and kids. Nordstrom provides “world class” customer service by focusing on their customers’ experience and by empowering their employees

Corporate Roles:

• Analyzed, forecasted and managed an 82M budget; and partnered with product teams to align store needs with corporate financial goals and objectives
• Increased sales for a product category from 500K to over 7.2M
• Responsible for buying merchandise for 27 stores that had a combined $42M in sales
• Performed historical and forecast analysis for 98 stores
• Proactively moved underperforming inventory to other locations based on their inventory-demand profile, and modified store purchases to fit regional demographics
• Motivated sales team, coordinated merchandise flow, executed buyer plans and corporate sales expectations
• Planned major events for the stores to drive sales and maximize increases; for example, Justin Timberlake personal appearance 150% increase, Tommy Lee personal appearance 80% increase, and Demin Days 500% increase
• Trained buyers on new systems that assisted in decision making to achieve desired sales and profit results
• Prepared financial budgets

Store Roles:

• Successfully opened a new store location, including hiring, training and mentoring 75 employees on all company guidelines, processes and procedures
• Maintained budgeted expenses and sales plan, delivering the number 1 profit performance in the region
• Led a team that achieved the #1 ranking out of #118 for the company’s Reward Program, achieving over 177% of goal
• Increased labor productivity resulting in a direct decrease in labor costs while simultaneously increasing sales
• Successfully managed a store remodel while still outperforming the budgeted sales plan
• Received department recognition for 8 months consecutively for achieving the highest increase in the store
• Supported stores in all aspects of training and inventory processes
• Key member of a team that successfully implemented an automated inventory system
• Successfully trained 300 employees for a new store opening on systems, selling skills and company orientation
• Organized and determined training needs, and facilitated monthly training classes
• Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.