CHRISTOPHER T. LAWLER 303.257.3082 Denver, Colorado www.linkedin.com/in/christophertlawler ctlawler@gmail.com

SUMMARY

Passionate leader who creates high performance teams in multi-site customer success

organizations.

Financial and operational leadership success in small, privately-held organizations and large,

multi-national corporations.

Dynamic team leader; able to bring energy, enthusiasm, and humor to motivate team

members to achieve their potential and meet company objectives.

A manager known for resourcefulness in optimizing business processes that result in

significant cost savings.

PROFESSIONAL EXPERIENCE

24-7 Intouch, Aurora, CO 24-7intouch.com A global business process outsourcing company that delivers innovative, quality-driven, customer service solutions, across all industry segments, utilizing many customer connection formats.

Director of Operations 2014-2015 Reorganized, grew and managed an account for one of the largest .COM retailers in the United States. Key areas of need were developing an effective organizational structure, developing and implementing processes, improving staff morale, improving program financial performance, and delivering agreed-upon service level metrics. Responsible for P&L performance, recruiting, hiring, daily operations, client development, and

long-range planning and innovation. Vail Resorts Management Company, Broomfield, CO vailresorts.com Vail Resorts, Inc. is the premier mountain resort company in the world and a leader in luxury, destination-based travel at iconic locations.

Senior Manager, Financial Planning & Analysis, Hospitality 2010-2013 Overhauled the financial reporting processes and create efficient communication tools for executive leadership that established a baseline for effective decision-making. Worked in coordination with senior management, General Managers, and Controllers to develop an understanding of the levers that maximize profitability operating margins. Direct financial oversight of approximately 60% of owned and managed inventory where

profitability improved by over 30% in two years. Relax the Back, Denver, CO relaxtheback.com Specialty retail store providing products and education to clients related to the relief and prevention of back pain.

Owner / Operator 2003-2009 Franchisee of the first retail location in Denver. Developed business plan, oversaw site selection, and negotiated the SBA financing process. Managed all aspects of the day-to-day operation including marketing, staffing, inventory, cash flow, and product selection.

CHRISTOPHER T. LAWLER 303.257.3082

Center Partners, Inc., Fort Collins, CO centerpartners.com A $90MM outsourced customer relationship management solutions (CRM) provider with 2,500 employees in three states, predominantly in the wireless and telecommunications industries.

Vice President, Call Center Operations 2001-2003 Managed a major wireless account that made up 55% of company revenues with locations at four sites in three states. Owned all areas of operations including client development, financial reporting and analysis, staff development, and organizational design.

Assessed critical service delivery errors and implemented strategies with short-term financial and operational improvements.

Improved profit margins by 13 points in three months. Reduced line-level and management turnover from 23% to 6% in six months. Expanded programs revenues by 18% in the first six months.

TeleTech Holdings, Inc., Denver, CO teletech.com A leading provider of integrated, eCommerce-enabling customer relationship management solutions (eCRM) for global organizations predominantly in the telecommunications, financial services, technology, government, and transportation industries.

Executive Director, Enterprise Resource Management 2000-2001 Developed strategies to maximize call center capacity utilization, service level management, and financial performance for 32 facilities worldwide. Developed an inventory management program that increased asset utilization by 144%. Designed a centralized process of asset management for a previously unmanaged field.

Promus Hotels / Hilton Hotels Corporation, Memphis, TN hiltonworldwide.com Promus was the franchisor, operator, and manager of Doubletree Hotels, Embassy Suites, Hampton Inns, Homewood Suites, and Red Lion Hotels. Promus had more than 1,500 hotels, primarily in North America. In December of 1999, Hilton Hotels Corporation acquired Promus.

Vice President, Reservations & Call Centers 1999-2000 Created strategies and implemented long-range plans for all reservation-related functions. Directed 850 people and had responsibility for a $60 million operating budget. Developed and implemented strategies that enhanced service offerings, reduced expenses, and produced new revenue opportunities. Increased sales effectiveness resulting in incremental revenues of $80 million. Decreased turnover by 21 points to 71% resulting in reduced operating expenses of $500k. Significantly increased overall employee satisfaction scores.

Senior Director, Finance and Strategic Planning 1995-1998 Spearheaded private-label web site development, third-party Internet fee negotiations, and connectivity to airline systems. Direct responsibility for 70 people with a $24 million departmental budget. Responsibilities included long-range facilities planning, finance and accounting, forecasting, business case development, operational analysis, distribution planning, agent scheduling, and network call volume management.

EDUCATION & CERTIFICATIONS

Master of Business Administration, University of Cincinnati, Cincinnati, Ohio

Bachelor of Arts, Economics, Indiana University, Bloomington, Indiana Six Sigma Green Belt, Villanova University