Process Improvement COO Planning in San Francisco Bay CA Resume Carol Highton by CarolHighton


Carol Highton is a Senior Business Executive / COO with in-depth, broad-based business development experience in startup companies, turnarounds, and market leaders in financial services, advanced technology, and telecommunication industries.

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									Carol Sorrick Highton...
                             Alamo, CA 94507 • 925.984.4029 •

    Senior Business Executive with in-depth, broad-based business development experience in startup
    companies, turnarounds, and market leaders in financial services, advanced technology, and
    telecommunication industries. Strong general management and profit and loss experience and
    proven track record of business development and marketing innovation that increased growth,
    profitability, market share, and customer satisfaction.
         Revenue Generation and Growth – An impeccable record of maximizing the strategic business model,
         streamlining business processes, and creating strategic initiatives that facilitate sustainable growth,
         propel multimillion dollar revenue gains, and generate traction in competitive markets.
         Motivational Leader – Who inspires teams to exceed expectations in complex environments, and who
         drives customer acquisition and retention by building lasting and valuable relationships across sales,
         product development, marketing, and service delivery.
         Strategic Thinking / Business Planning / Problem Solver – Creates and executes strategic plans focused
         on leading transformational change, driving strategic and tactical understanding, and offering high
         value customer service.

                                      Expertise that Drives Growth
    P&L Management                          Technology Management                   Vendor/Subcontractor
    Sales and Marketing                     Project Management                       Selection
     Management                              Relationship Development                Leadership Development
    Turnaround Management                   Financial Analysis and                  Field Staff Management
    Strategic Business Planning              Planning                                Contract Negotiation

                  A Career of Leading Companies to Growth and Profitability
PATELCO CREDIT UNION – Pleasanton, CA, One of the largest credit unions in the country, with $3.6 B assets.
COO AND CHIEF OF STRATEGIC INNOVATION                                                                 2006 TO 2011
Selected from ten-person Board of Directors to develop strategies to generate revenue. Responsible for total
operations, sales and marketing, business development, strategic planning, technology management, branch
management, and back office operations, except finance. Led eight professionals.
   Established mulit-faced company and product growth/profitability strategic goals and launched integrated
    marketing and sales initiatives focused on cross selling products and services and aligning business capabiliites
    with customer expectations.
     Implemented NSF charges, adding $600K annual revenue.
     Added 58,000 HSA members, adding $80M in deposits and incremental revenue.
     Instituted monthly Health Savings Account service fees, adding $1.2 M annual revenue.
     Created incentives to induce customers to increase frequency of debit card usage, with potential to
        produce $1M in annual interchange revenue.
     Developed sales initiatives for the telephone service center, resulting in $2M in monthly mortgage loans
        and $2M in monthly auto loans.
     Created CU@Work, targeting 25 select employee groups to increase cross selling of financial services.
     Doubled auto loan origination year-over-year, without incurring additional training expenses.
    Assessed internal capabilities and developed low cost organization.
      Created vendor relations position, saving $200K in annual outsourced oversight services.
      Reduced headcount in all branches each year and improved service levels.
      Conducted study to identify overlapping positions, which were eliminated, saving $600K annually.
      Replaced outsourced personnel for core conversion by closing department and working with team to
         better organize and use data banks, saving $300K annually.
    Led collections/consumer lending for six months during CFO search. Decreased delinquencies seven percent.
    Implemented Reg E for overdraft signups, targeting user groups and automating signup process.
    Developed business plan to enhance technology and increase service levels. Negotiated and completed
     contract with FiServ, and led conversion of core system from Summit to Acumen.
    Created 18-month strategic plan, with targeted objectives, tactics, and performance metrics, and
     collaborated with CEO to refine strategy for Board presentation.
    Coordinated relocation of San Francisco office to Pleasanton, CA, on time and on budget.
Carol Sorrick Highton                                                                                      Page 2

PRONTO NETWORKS – Pleasanton, CA, A Carrier-class Operations Support Systems (OSS) Provider.
VP AND GENERAL MANAGER                                                                               2004 TO 2006
Recruited to drive sales of this turnkey service delivery and SaaS management platform for broadband operations,
to offer converged broadband data, voice, and video services, delivered across all device types and access
networks, including WiFi, WiMax, mobile, and wireless LAN networks. Directed 12 professionals.
   Initiated and negotiated $5M network contract with Sun Microsystems defined campus, representing 45
    percent of total revenue.
   Reset corporate strategy to target extensive networks in metro-wide broadband wireless mesh networks, multi-
    location enterprise campuses, and hotels, airports, and conference centers.
   Created and implemented sales processes to increase sales and to infuse sales culture into organization.

COMETA NETWORKS, INC. – San Francisco, CA, A start-up wholesale Wi-Fi Internet access provider founded by
AT&T, Intel, IBM, Apex Partners, and 3i.
SENIOR VP BUSINESS DEVELOPMENT                                                                       2002 TO 2004
Recruited to increase sales of WiFi Internet services at national big box retail and fast food chains and to bring
distributed computing into the general public environment. Responsible for sales, business development, and client
relationships. The company was unable to secure the capital resources to support their national business model
    Identified and negotiated wholesale deals to provide trial broadband wireless access services in "hot spots" to
     NY tri-state area McDonalds restaurants and Barnes and Nobles retail stores worldwide.

INTELLICOM, INC. – Livermore, CA, A $25M provider of two-way satellite-based Internet services for Internet
service providers (ISPs), telecommunications carriers, and corporations.
PRESIDENT                                                                                            1999 TO 2002
Responsible for P&L and total operations. Led strategic planning, sales, marketing, manufacturing, and operations
for more than 400 earth stations in the US, Latin Amerca, and the Caribbean, as well as a 24/7 network operations
center, teleport, Internet data center, and customer support center. Directed eight professionals.
   Increased revenue from $25 K to $25 M in one year.
   Engineered and installed world’s largest two-way VSAT station in 90 days, providing the Dominican Republic
    with Internet access for the first time.
   Positioned and executed sale of company for parts following Internet collapse.

CENTIGRAM COMMUNICATIONS CORPORATION – San Jose, CA, Internet-enable call management provider.
VP WORLDWIDE MARKETING                                                           1998 TO 1999
Responsible for P&L and sales of Internet-enabled call management, WAP-based messaging, and unified
communication services to mobile/landline telecom providers. Directed sales, marketing, product development,
and business development. Increased revenue from $75M to $90M, and increased profitability five percent.

UNISYS CORPORATIONS – Blue Bell, PA, An American Information Technology Company
VP WORLDWIDE MARKETING                                                                               1997 TO 1998
Responsible for P&L and marketing of large mainframes/servers used by commercial and government clients to
manage personnel services. Grew division revenue from $185M to $210M . Directed 400 employees worldwide.

PACIFIC BELL – San Francisco Bay Area, CA                                        1979 TO 1997
Increased revenue from $150 M to $180 M. Managed $2.5 B revenue stream and $1B CPU Commission rate filing.

                                           Education and Certifications
                        BS, International Business, California State University, Sacramento, CA
                                BS, German, California State University, Sacramento, CA
                              Certificate in Data Communications, PacBell Data Institute
                                        Fluent in German, Conversant in Spanish

                                             Professional Affiliations
                                  Board of Directors – Member Gateways, 2011
                                  Board of Advisors – RSPEED, Inc., 2004 to 2011
                        Board of Directors – California Jump$tart Coalition, 2007 to 2009
                Chairman and Director, Board of Directors – Patelco Credit Union, 1993 to 2006
         Developed strategies to achieve 20 percent growth and oversaw asset growth from $1B to $2.5 B
                           AAUW – Event Volunteer and Fund Raiser, 2010 to Present

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