RICHARD C. NORMAN
Crofton, MD 21114
Phone: (410) 980-5549 Email: email@example.com
Experienced Operations Professional
Experienced operations professional with steadily increasing responsibility in a fast paced ever changing market.
Executed on market opportunities to drive revenues, profits, and growth; Strong general management experience in
multi state/multi location organizations. Profit and loss and treasury management experience. With increased
responsibility across the organizations; developed the ability to identify potential problems, develop action plans and
implement solutions, to improve performance and customer service.
PHYSICAL THERAPY & SPORTS ASSESSMENT CENTER – Silver Spring, MD
Chief Operating Officer (2009 – 2011)
Physical Therapy & Sports Assessment Center (PTSAC) is a multi-location Physical Therapy company that provides
treatment protocols and evolutional assessments for rehabilitation purposes. Provided overall day to day management
of all PTSAC’s operations. Accountable for day to day operations, staff training and recruitment, revenue growth, and
full P&L responsibility. Oversaw all aspects of PTSAC’s internal and external operations including Human
Resources, accounts payable, accounts receivable, regulatory compliance and outside legal counsel. Consulted with
ownership on a daily basis to ensure that strategic goals are being met.
Selected Accomplishments: Assumed position with company under considerable financial duress:
Implemented improved financial reporting procedures; this allowed for constant tracking and quantifying
of PTSAC’s overall financial position on a daily basis.
Introduced Key Performance Indicators; these allowed for accurate goals to be set for each location, plan
development to reach those goals and gave the ability to monitor each location’s execution against plan and
their ability to meet established goals.
USPROTECT CORPORATION – Silver Spring, MD
Chief Operating Officer (2006 – 2008)
USProtect had 3200 officers working in 38 States with offices in Maryland, California, and Texas. As COO, had
overall day to day management and oversight of USProtect Corporation. Accountable for strategic planning, capital
and treasury management, business development, revenue growth, and full P&L oversight. Dealt with all of
USProtect’s internal and external operations, oversaw outside counsel. Was responsible for USProtect’s government
contracts, including client service, client retention and, most importantly, client growth. The position required a
Federal Secret Security Clearance at the Secret level.
Oversaw revenue growth from 90M to 150M; participated in the successful bid process which resulted in 6
new contracts which provided a significant increase in revenue.
Maintained SG&A expenses under 6% companywide; contracts were awarded at competitive margins
which required the overall company to operate and execute as efficiently as possible to maximize contract
Oversaw the successful negotiations of 10 Collective Bargaining Agreements
USPROTECT CORPORATION – Silver Spring, MD
Director of Quality Assurance (2003 – 2006)
Developed and managed USProtect’s Quality Assurance Program, including the preparation of monthly, quarterly, and
annual reviews for all of USProtect’s contracts to ensure compliance; preparation and execution of Quality
Management and Surveillance Plans. Supervised 5 field personnel and coordinated regular and random field
inspections of each contract to monitor outlined Key Performance Indicators effectiveness and efficiencies. Review of
field inspection results and the communication of those results with USProtect’s management team and handled all
direct contact with clients in the field, reported findings, and assured complete customer satisfaction. Oversaw the
creation, implementation, and execution of corrective action plans.
Improved overall quality by assisting the company in maintaining a 2% violation rate (materially lower
than standard industry practices) with over 5000 inspections completed and reporting those findings to
both USProtect management and each Government agency on a monthly basis.
Maintained a monthly quality inspection schedule for all contract locations and when necessary, created
and implemented all corrective action plans within 24 hours, and monitored effectiveness.
FOX NEWS CHANNEL – Washington, DC
Financial Analyst (2001 – 2003)
SPHERION CORPORATION – Bethesda, MD
Accounting and Finance Consultant (1999 – 2001)
MILTEC CORPORATION – Stevensville, MD
Operations Manager/Sales Representative (1996 – 1999)
Prior positions as Marketing Representative at Professional Sports Care (1995-1996) and Program Coordinator at Rutgers University
Bachelor of Science in Liberal Arts – UNIVERSITY OF THE STATE OF NEW YORK, Albany, NY
I am active in my community working with the local youth sports organization. I am currently a coach for Basketball
and Lacrosse and an Assistant Administrator for the Football program.