Loading...
080904 CC SP AgP I' ..Jo CITY OF SHOREWOOD CITY COUNCIL SPECIAL MEETING MONDAY, AUGUST 9, 2004 AGENDA 1. CONVENE SPECIAL CITY COUNCIL MEETING A. Roll Call B. Review Agenda 5755 COUNTRY CLUB ROAD CONFERENCE ROOM 6:30 P.M. Mayor Love _ Garfunkel Li.zee Zerby_ Turgeon _ 2. INTERVIEW CANDIDATES FOR APPOINTMENT TO THE SHOREWOOD PARK COMMISSION (Att.~Candidate's Letter of Interest) Todd R. Wagner, 26145 Oak Leaf Trail Park Commission A. 6:30 p.m. 3. ADJOURN RECEIVED Todd R. Wagner 26145 Oak Leaf Trail Shorewood, MN 55331 JUN 2 4 2004 June 24, 2004 Shorewood City Coundl 5755 Country Club Road Shorewood, MN 55331 CiTY OF SHOREWOOD To Whom It May Concern: As a resident of Shorewood for the past eleven years, I have been an avid user of our parks and trails. This infrastructure has been invaluable to the stability, prosperity, and quality of life in our city. My two daughters (ages 3 and 5) have learned to first walk, then swing at Freeman Park and have learned to ice skate at Cathcart Park. Now they are active in team sports and are using the parks for organized activities. I have benefited greatly and would like selVe the city and the Parks Commission to make our parks even better for future families. I am requesting your consideration for my application to fill a vacancy on the Parks Commission. While I am new to city government, I have long supported the community through leadership roles in service organizations (Rotary), my church (Excelsior United Methodist), our schools (Minnetonka ECFE), and team sports (Tonka United). Also, as described in the attached resume, I have neal1y 15 years of experience providing business and technology consulting to leading corporations locally and nationally. I believe that my business experience managing large consulting contracts and delivering results will prove valuable to the Parks Commission. Our city park system has improved considerably since I moved to Shorewood eleven years ago. Along the way the diversity of sports and services has grown to the point where amenities like concessions have become a necessary part of the infrastructure. I'd like to bring my passion for parks and my business experience to the Parks Commission team to continue to improve our great dty parks. I look fOlWard to serving the residents of Shorewood as a member of the Parks Commission. Thank you for your consideration. Sincerely, Todd R. Wagner TODD R. WAGNER 26145 Oak Leaf Trail Shorewood, MN 55331 Mobile: (612) 802-9112 Home: (952) 474-2205 1989 - Present ACCENTURE Minneapolis, MN 2002 - Present Managing Partner, Customer Insight Practice Communications and High Technology Industry Group Primary Responsibilities . Defined go-to-market strategy and product/service offerings in three areas: o New Revenue Generation o Customer Retention o Customer Revenue Growth . Led sales effort for customer insight offerings at target clients in North America . Grew customer insight consulting revenue from $20 million in 2000 to $40 million in 2003 . Grew customer insight outsourcing revenue from $0 million in 2000 to over $50 million in 2003 . Managed customer insight project teams and service operations at key accounts Key Accounts Verizon Wireless - Warren, NJ Accenture provides Verizon Wireless with marketing and customer analysis services. The objective is to provide data-driven customer segmentation based on value and profitability. This segmentation is used to drive tailored customer treatments. For sales, targeted campaigns are created by segment to increase acquisition rates and grow subscriber revenue. For customer care, service levels vary by segment to optimize cost to serve with customer value and satisfaction. Services include database marketing, campaign creation, and campaign management. . Contract Sales and Negotiation - Sold and negotiated agreement that includes base fees plus performance fees determined by the business impact of our marketing services. . Marketing Operations - Led the operations team responsible for database marketing and campaign operations. Reported to Verizon Wireless Marketing Senior Vice President and Finance Senior Vice President. AT&T Consumer, Bedminster, NJ Accentureoperates a multi-year, $2.6 billion contract for Sales and Customer Care Operations for 30 million AT&T consumers. The service operation includes 5000 customer representatives in call centers around supported by self- service via IVR and web channels. Two million customers are served each month. The sales operation has 3000 sales representatives generating 250,000 sales per month. Accenture also runs the technology infrastructure to support the sales and service operations including data warehouses, desktop applications, IYR's, and web sites. . Contract Sales and Negotiation - Sold and negotiated sales operations portion of agreement ($800 million). . Customer Data Analysis and Sales Targeting - Increased sales yield by over 15% for key long distance sales programs creating $5 million in additional revenue for AT&T in 2003. Managed 20 person operations team responsible for defining sales response and profit-based segmentations of AT&T's customers and targets. . Data Center Operations - Negotiated a $60 million technology operations agreement through 2006. Led a 30 person team responsible for defining new technology infrastructure for sales and care operations and selecting managed operations provider to host and run the new technology. . Data Warehousing and Marketing Applications - Delivered $40 million in new technology over 24 month period. Improved data quality by 20% over previous data warehouse. Directed 100 person technology delivery organization responsible for upgrading AT&T's data warehouse and marketing applications. 2000 - 2001 Partner, Customer Insight Practice Customer Relationship Management Services Primary R~ponsibilities . Developed intellectual property in two key areas: o Scientific Retailing - The application of customer insight to the retail industry o Insight Driven Marketing (patent pending) - The framework for integrating tools and processes to more effectively run marketing operations . Provided strategic direction to Accenture' s venture capital division on investments in the Customer Insight technology arena . Led sales effort for marketing automation opportunities in Consumer Products, Financial Services, and Retail industries . Grew marketing automation revenue from $10 million to $25 million. . Built and managed a cross-industry marketing automation specialty practice o Grew team from 5 to over 30 people o Developed alliances with three key software vendors in marketing automation area (Teradata, E.piphany, Siebel) Key Accounts ShopLink.com, Boston, MA Accenture invested $4 million in 1999 in Shop Link, a start-up on-line grocer serving the northeastern U.s. Accenture also defmed and built ShopLink's technology infrastructure to meet projected growth from 1000 to 100,000 customers. . CRM Operating Model- Led a 10 person team reporting to the CEO to defme ShopLink's operating model for customer sales and service through web and live agent. Defined the technology and operating infrastructure necessary to provide "best in industry" service. Resulting plan helped secure $30 million in additional venture funding. eData, Boca Raton, FL Accenture invested in eData, a data services and data management technology company. The purpose of the investment was to create a strategic advantage in providing customer insight services to our client through the ownership of proprietary data management technology and applications. A product team was formed to adapt and incorporate eData's technology into practical marketing automation solutions. eData contracted with Accenture for $5 million in product strategy and development services. . Product Strategy - Managed team of 10 people responsible for defining and design product ideas for eData technology. Applications included real-time travel profiles for the airline industry, credit/fraud validator for fmancial services and credit card companies, and a marketing prospector desktop application for prospect identification. . Sales - Worked directly with the VP of Sales for eData to define sales strategy and create and manage a pipeline for eData's new products. Closed over $3 million in new eData sales that use new product capabilities. Miller Brewing Company, Milwaukee, WI Accenture provided Miller Brewing with over $1 million in consulting services to develop a strategy to build direct relationships with their customers via the web. The project team developed a customer segmentation, channel content approach, and data management capability to track and monitor customer behavior. . CRM Channel Strategy - Led a 6 person team to analyze Miller's customer base and determine segments to target and build relationships with via the web. Developed creative agency and web hosting requirements. . Marketing Data Services - Secured a contract with our Customer Analytics Lab to provide data analysis and management services during the course of the project. 1998 - 2000 Associate Partner, Call Center Practice Customer Relationship Management Services Prim my Responsibilities . Assisted partner sales team in developing sales pitches and fmancial models. Helped close Accenture's first call center outsourcing arrangement. . Delivered over $50 million in call center solutions and services . Managed resources in the call center practice o Responsible for managing the utilization and development of a team of 20-40 people o Developed recruiting profiles and plans to grow the practice from 20 to 40 over two years . Managed key alliances in the call center area (Kana, Scopus, Genesys) Key Accounts Ford Motor Company, Dearborn, MI Accenture won a $150 million, seven-year outsourcing agreement to run Ford's North American call center operations. The contract included greenfield site selection, infrastructure build-out, technology deployment, and operations start up. Four service centers across the U.S. and Canada were consolidated into one, 500 person call center in Toronto, Canada. The operation provided direct and dealer relations service requests from Ford's customer base in the U.S. and Canada. . Internet Channel Operations - Increased customer satisfaction by 15% and increased repurchase intention by 10%. Replaced 80% of e-mail inquiries with web self service interactions, saving over $500,000 per year. Led a 30 person team responsible for creating e-mail response, web self service, and e~commerce capabilities integrated with telephone support and contact management capabilities. Built 65 person internet customer service support organization. Managed a $6 million budget reporting directly to the VP of Operations. . Call Center Infrastructure - Reduced operating costs by 10% and increased customer satisfaction by 5%. Managed 50 person team responsible for consolidating Ford's U.S. and Canada customer service operations. This included fmding a location, selecting and hiring employees, building out a new facility, designing and implementing business processes, and designing and building supporting technologies. Operation was up and running after 10 months. . Loyalty Program Operations - Worked with Ford's sales and marketing group to define channel treatments across web, e-mail and call center for select, high-value customer segments. Managed a $2 million dollar program to implement the OwnerAdvantage program to provide exclusive treatment to Ford's most loyal customers. 1996 - 1998 Senior Manager, Enterprise Resource Planning (ERP) Practice Consumer and Industrial Products Group Primary Responsibilities . Assisted partner sales team in developing sales pitches and fmancial models. Helped close over $50 million in consulting fees for SAP R/3 implementations. . Delivered over $10 million in ERP project fees. . Managed resources in the ERP practice o Responsible for managing the utilization and development of a team of 15-20 resources . Developed ERP vendor comparison point-of-view for Accenture. Key Accounts Deluxe Corporation, Shoreview, MN Deluxe hired Accenture to overhaul its fmance and procurement operations by implementing a shared services operation using integrated enterprise resource planning applications. The two-year, $50 million program included a new operating model, organization, and technology to consolidate and standardize fmancial operations for 14 business units. . Shared Services Model- Reduced Deluxe's SG&A costs by $40 million per year. Led analysis team of 20 people to design shared services organization, select facility, defme business requirements, and select supporting application software. . Order to Cash Operations - Shortened order-to-cash cycle time by 30%, generating $5 million in annual benefits. Led design and implementation team of 30 people for new order to cash process using SAP R/3 financial software. Eliminated manual and redundant processing, resulting in 25% reduction in headcount. 1994 - 1995 Manager, ERP Practice Consumer and Industrial Products Group Key Accounts Thermo King, Bloomington, MN . Developed information technology strategy for supply chain management and design engineering functions. Hutchinson Technology, Hutchinson, MN . Managed team that implemented ERP application for supply chain operations. Cincinnati, Inc., Cincinnati, OH . Design and built technology operations architecture for ERP application. Caterpillar Paving, Inc., Osseo, MN . Designed and configured manufacturing management application and processes for manufacturing and supply chain operations. 1992 -1993 Consultant, ERP Practice Consumer Products Group Key Accounts Dahlberg (Miracle Ear), Golden Valley, MN . Managed team that implemented ERP application for manufacturing, sales, and fmance operations. SciMed (Boston ScientifIc), Maple Grove, MN . Designed processes and confIgured ERP application for manufacturing and fInance operations. 1989 - 1991 Analyst Consumer Products Group Key Accounts Kikkoman International, San Francisco, CA . Programmed custom warehousing and distribution system. EDUCATION BS Electrical Engineering, Stanford University, 1989 AWARDS/ PATENTS Strategy and Business Architecture Innovation Award, 2002 Insight Driven Marketing, 2001, (patent pending) PUBLICATIONS The Ultimate CRM Handbook, "The Next Frontier: Just In Time Marketing", 2003 Journal of Business Strategy, "Marketing is Not a One Night Stand", September/October 2001 Defying the Limits: Setting a Course for CRM Success, "The Next Frontier", 2001 Defying the Limits: Reaching New Heights in Customer Relationship Management - "Multichannel Customer Interaction", 2000 PERSONAL Married, children ages 3 and 5, resident of Shorewood, MN for 11 years Soccer Coach, Tonka United Finance Committee, Excelsior United Methodist Church Sunday School Instructor, Excelsior United Methodist Church Program Volunteer, Early Childhood Family Education (Minnetonka) Member, Excelsior Rotary Club REFERENCES Available on request