Channing C. Rollo
521 Flotilla Road
North Palm Beach, FL 33408
+1.561.202.5725
channing@copyshark.com
Strategic Planning and Analysis • Competitive Intelligence and Business Research
International Marketing • Executive Communications • Advertising and Sales
PROFESSIONAL PROFILE
Strategic marketing executive with proven and diverse planning, communications, promotion, web development and research expertise. Adept at interpreting and leveraging industry intelligence to support rapid sales growth and achievement of business objectives. Experienced in driving cost-effective, high-impact, multi-channel marketing initiatives and building mutually rewarding relationships with Fortune 500 clients, top-tier media, industry analysts and vendors. Frequent contributor of expert commentary and articles to dozens of trade publications. Exceptionally strong oral and written communication skills, including public speaking, sales and executive presentations. Advanced web development and online promotion skills.
EMPLOYMENT
Vice President / Director of Business Identification and Head of Marketing, North America
Atlanta, Georgia, 01/08 — Present
Marketing Research Manager
Palm Beach Gardens, Florida, 04/06 — 01/08
Proudfoot Consulting
Proudfoot Consulting specializes in implementing change to achieve measureable and sustainable performance improvement in client companies. Part of Management Consulting Group PLC of London (LSE:MMC), Proudfoot operates globally with 425 employees on six continents.
- Served on North American management team, reporting directly to unit president
- Led and managed a 15-person business identification department, including an inside sales team responsible for setting C-Level meetings generating over 80% of unit revenues
- Composed and executed multi-channel marketing campaigns targeting C-Level prospects
- Developed lead identification program delivering weekly new business opportunities to sales execs
- Supported new sales, repeat business and existing client engagements through research and creation of actionable intelligence (macroeconomic, industry, executive, client/target and competitive analyses)
- Created, launched and edited quarterly E-Bulletin to the mining industry; grew readership from zero to over 600 opt-in subscribers
Consultant, Marketing & Web Strategy (during relocation)
CopyShark
Nashville, Tennessee and Palm Beach Gardens, Florida, 12/05 — 04/06
- Delivered freelance marketing and web consultation for American United Life Insurance Company, TideWell Hospice, Yummy Stuff Club and Arrow Environmental Services
Chief Operating Officer
The Maverick Group
Nashville, Tennessee, 06/04 — 12/05
The Maverick Group is a strategic marketing and advertising agency.
- Developed strategic sales and marketing campaigns for dozens of regional and national clients in the retail, automotive, consumer packaged goods, real estate and B2B services industries
- Created high-impact radio, television, print, online and event advertising campaigns for clients
- Supervised and optimized performance of agency staff members to increase billable hours; implemented enterprise software to track efficiencies
- Served on agency's new business development (sales) team
Business Intelligence Manager
ClientLogic (now SITEL), Solution Planning Department
Nashville, Tennessee, 04/02 — 06/04
ClientLogic (now named SITEL following a merger) was an international business process outsourcer in the contact center and
fulfillment industry. At the time, it had 16,500 employees, $500+ million in revenues, 250+ clients and
operations in 13 countries.
- Supported domestic and international sales teams and relationship managers in driving $80 million in organic revenue growth and penetrating new vertical markets through research and analyses of call center and fulfillment industry trends, competitors, clients and prospects
- Garnered more than $500,000 worth of media coverage for ClientLogic by composing articles (bylines) for external publication (see "Publications")
- Delivered consistent and comprehensive knowledge management through corporate intranets
- Trained senior executives, sales and account management teams on industry topics through intelligence briefings and solution showcase presentations
- Developed and maintained positive, effective relationships with influential industry analysts, including IDC, Gartner, AMR Research and Aberdeen
- Improved employee industry awareness by launching ClientLogic's first comprehensive competitive intelligence (CI) function
- Composed biweekly thinkBIG Bulletin to disseminate business and competitive intelligence to senior management
- Served as ClientLogic's International United Way Campaign Chair; oversaw first-ever coordinated campaign across 16 facilities in the United States and Canada
Strategic Marketing & Research Manager
Marketing & Communications Manager
ClientLogic (now SITEL), Solution Planning Department
Nashville, Tennessee, 10/00 — 03/02
- Increased strategic media coverage of ClientLogic by more than 1000%; spearheaded corporate effort to turn ClientLogic from a "stealth company" into an established brand
- Contributed to $100 million in sales through the development of compelling corporate collateral, brochures, CD-ROMs, press releases, case studies, sales presentations and Web sites
- Developed and implemented all internal and external communications/marketing strategies to support business objectives; established messaging and enforced across international teams
- Won 8 industry awards on ClientLogic's behalf through high-impact award applications, including
Call Center Magazine's Call Center of the Year, Customer Inter@ction Solutions Magazine's CRM Excellence Award and UPSIDE Magazine's Hot 100 Award
- Selected and managed relationship with public relations agency to secure strategic, positive stories and product reviews in BusinessWeek, Investor's Business Daily, Smart Business, InformationWeek, CNNfn, DM News, Call Center Magazine, etc.
- Served as corporate spokesperson for press and analyst inquiries
- Created and launched corporate internship program for university students
eBusiness Research Analyst
ClientLogic (now SITEL), Solution Planning Department
Nashville, Tennessee, 03/00 — 10/00
- Researched and composed strategic business reports and white papers on a wide variety of topics, including: customer service, e-commerce, consumer loyalty programs, ISPs, VoIP, online Chat, IPO climate, CRM, fulfillment services (3PF/3PL), remote diagnostics/self-healing technologies and offshore/nearshore outsourcing
- Performed market analyses, competitor profiling, trend tracking and acquisition assessments
- Participated in five-person go-to-market strategy team
External Relations and Communications Intern
Tropicana Products, Inc.
Bradenton, Florida, 05/99 — 08/99
Tropicana Products, Inc., a division of PepsiCo, Inc., is the world's leading producer and marketer of branded fruit juices.
- Researched and composed articles for TropicanaComm, the weekly international corporate newsletter
- Handled public relations, reputation monitoring and crisis management issues
- Performed case study research for public relations and corporate relocation strategies
- Contributed to the Intranet planning and redesign committee
Web Site and Report Production Intern
Program on International Policy Attitudes, University of Maryland
Washington, DC, 05/98 — 08/98
The Program on International Policy Attitudes (PIPA) carries out research on public attitudes on international issues by conducting nationwide polls, focus groups and comprehensive reviews of polling conducted by other organizations.
- Researched, analyzed and summarized poll data of public opinion on international policy issues
- Designed and programmed PIPA and Americans and the World Web sites
- Handled layout, design and printing arrangements of large-scale research reports
Seminars and Conferences Intern
American Enterprise Institute for Public Policy Research (AEI)
Washington, DC, 06/97 — 08/97
The American Enterprise Institute, founded in 1943, sponsors original research on the world economy, U.S. foreign policy, free enterprise and political and social issues.
- Researched and composed corporate reports for AEI Vice President and Marketing Department
- Planned and facilitated daily conferences on political and business issues
- Prepared Internet research guide for Marketing Department
EDUCATION
Vanderbilt University, Owen Graduate School of Management
Executive Program, Finance & Accounting
Nashville, Tennessee, 10/03
University of Florida: B.A. Political Science
Sociology Minor
G.P.A. — 4.0/4.0 (Presidential Honor Roll)
Gainesville, Florida, 08/96 — 12/99
- Awarded full-ride Florida Academic Scholarship; participated in UF Honors Program
- Golden Key National Honor Society member & Web site director
- Spokesperson for Students for Fair and Equal Representation (Student Government Reform Group)
Gran Canaria School of Languages: Intensive Spanish language program
Las Palmas de Gran Canaria, Spain, 01/99 — 04/99
- Studied Spanish language, grammar and composition; awarded degree in Advanced Spanish
University of Southern California: Dual enrollment for senior year of high school
Los Angeles, California, 08/95 — 05/96
- Selected for Resident Honors Program and awarded academic scholarship
CERTIFICATIONS & ASSOCIATIONS
- Certified Industry Analyst Relations Professional™ (CIARP), Knowledge Capital Group, 2004
- Society of Competitive Intelligence Professionals (SCIP), Member, 2003
- SSPA eService Standard Advisory Board, 2003
HONORS
- Management Development Program (MDP) at Proudfoot Consulting, 2008
- Socrates Award for performance from Proudfoot Consulting, 2007
- Sure Catch Award from ClientLogic CFO for reliability in support of the finance and executive teams, 2003
- Fraud Prevention Unit Appreciation Award for support of fraud examination/prevention initiatives, 2003
- Frost & Sullivan Competitive Intelligence Thought Leader, November 2002
- ClientLogic Chief's Choice Award for dedication in support of the client
management (sales) team, January 2002
PUBLICATIONS
Founder, editor and frequent contributor to the
Quarterly Mining E-Bulletin,
Proudfoot Consulting, June 2006-present. See complete index of articles at
http://www.proudfootmining.com/articles.html
"Energy Efficiency: Waste Not, Want Not,"
Mining Environmental Management, January 2008.
"Top 10 Myths about Private Equity: Comprehending the Maligned, Misunderstood Money Machine,"
Achieving Corporate Growth, May 10, 2007; Merger Mogul, June 5, 2007.
"The Truth About Right-Shoring: Choosing the Geographic Support Strategy Right for Your Business,"
RealMarket.com, February 24, 2004; DMA's Bottom Line, March 3, 2004 and
DM News, May 20, 2004.
"Service, Por Favor: 10 Reasons to Better Serve and Woo the Booming Hispanic Market,"
CRMguru.com, November 17, 2003; DMA's Bottom Line, November 19, 2003;
ccStandards, February/March 2004 and Customer Service Quarterly, April 2004.
"Easy Come, Easy Go: Fortifying Your Customer Service for WLNP,"
RealMarket.com, July 28, 2003. Also appeared in
Telecommunications Magazine, November 20, 2003;
FierceWireless, July 30, 2003
and NetworkWorld, August 20, 2003.
"Making the Right Call: A Decision Maker's Guide to the Risks and Rewards of Outsourcing,"
ATA eConnections Newsletter, April 23, 2003. Also appeared on ContactCenterWorld.com's Online Outsourcing Conference, June 11, 2003.
"Device Advice: Speak The Right Language,"
ZDNet, April 1, 2003. Also appeared on MSN Tech & Gadgets, April 1, 2003
and published as "Seniors, Teens and Everyone 'Tween: Selecting Service Channels to Fit Customer Demographics" on
RealMarket.com Required Reading, April 11 and May 2, 2003;
DM News, April 29, 2003;
DMA's Bottom Line, May 7, 2003;
Retail Systems Alert Guest Column, April 28, 2003;
DM Direct, June 3, 2003;
Supportindustry.com e.Newsletter, June 10, 2003;
CRMindustry.com, June 12, 2003 and
Call Center E-Journal, September 2003.
"Taking the Offshore Plunge,"
FierceEnterprise Newsletter, June 25, 2003. Also appeared on CCStandards.com, September 2003 and
ContactCenterWorld, January 2004.
Experts on Call:
"How can we use rebates to delight and retain customers,
instead of frustrating and confusing them?"
DestinationCRM, December 23, 2002. Contributed concept and content to
CBS New York's "Where's My Rebate?" Special Report, March 2, 2003.
Also published in
RealMarket's Expert Corner as "Rebates: The Need for Speed," February 5, 2003, and in
DM News as "Make Rebates Easier for Customers," February 20, 2003.
"Best Practices: "10 Tips to Turn Your Company Call Center into a
Customer-Friendly Profit Center,"
The Effective Customer Service Manager, January 2003.
"Progressive Rewards Deliver
Maximum Returns,"
DM News, October 21, 2002.
Also published in
InternetWorld.com on April 23, 2003;
Call Center eXchange Update, March 26, 2003
and FierceEnterprise, November 20, 2002.
"Outsource:
Power Your Way to Higher Profits,"
SearchCRM, November 8, 2002. Also published on
Utility Automation Online, December 31, 2002 and ContactCenterWorld, January 2004.
"Service
with a :-) -- Strategies for Online Customer Service Success,"
ZDNet, September 23, 2002. Also published on
CRM2day.com, October 2, 2002.
"The End of the Sales Rack: Direct-to-Store Fulfillment Will Save Retailers Millions in
Markdowns, Overhead and Lost Sales," FierceCRM, July 10, 2002. Excerpts also published in
Warehousing Management Magazine, August 1, 2002.
"Roadmap to Retention: Think
Customer Loyalty Programs Are Expensive? Try Churn."
DMA's The Bottom Line, July 1, 2002. Also published on TheMarketingSite.com, March 2003.
"Some Assembly Required:
Building an Integrated CRM Solution to Delight and Retain Customers,"
CRMcommunity.com, July, 2002.
Also published in Call Center eXchange Update, May 9, 2003; ATA E-Connections Newsletter, March 27, 2003; CRMGuru's CRM.Insight Newsletter, June 12, 2002 and
EbizQ, September 24, 2002.
"Cheap Thrills: 16 Ways to
Cost-Effectively Manage the Ultimate Customer Relationship,"
Customer Service Management Magazine, July 2001.
Also published in: SalesLobby.com, June 2001, Gantthead.com, April 2001 and
Call Center E-Journal, December 2001.
"Heal Thyself: Overview of
the Diagnostics/Self-Healing Technology Market,"
ISITcrm.com, August 2001.
COMMUNITY SERVICE
- Volunteer English Tutor for ESOL Adults, DePorres Place, 2007
- Humane Society of Dickson County, Board of Directors, Marketing Chair and Volunteer Webmaster, 2003-2006
- United Way Sennet Society, Sennet Society Steering Committee and Communications Chair, 2004;
Newsletter Committee, 2003
- Hands on Nashville Day, Top 3 Fundraiser, 2003
- International United Way Campaign Chair, ClientLogic's first North American campaign, 2002
|
|
