Charlie Bishop

Charlie is the founder and Managing Principal of The Profitability Formula, LLC, a global consulting firm that specializes in making your organization more innovative, productive, advantaging your firm vs your competition; and, ultimately more profitable.

Our bias: …documented by research and extensive experience:

There are …sequential, mandatory, well-known, ’basic’ steps that any leadership team, at any stage of growth can take to simplify and improve their path to Profitability. Each ‘gate’ has a range of outcomes that will either lift or drag your ‘batting average’—to profitability. Those discrete steps and measures:

Leading indicators: ‘inputs’, somewhat hard to measure, easy to influence.

• The Leadership Experience (LX)…if you get the first two levels of any organization ‘right’, things ‘get right;
• The Workforce Experience (WX)…teams- immediate managers practices…Engagement or Not’;
• The Customer Experience (CX)…determines whether Customers stay-leave; gives you the right to …

Lagging indicator: “an output”, easy to measure, hard to improve;

• Profitability…Making Money, investing for tomorrow and ‘keeping the dream alive; 

Corporate experience as the senior architect of Organization Effectiveness and Talent Systems, or the Chief Human Resources Officer in successful organizations undergoing significant change;

Ø Multiple industries-Distribution/Logistics, Healthcare, Banking, Security, Consulting;
Ø Multiple challenges…an insider, focusing on Change, Leadership and Talent—

• Start-Up—FedEx
• ‘Fix-it;-Turn Around’—ADT Security
• M&A…Bank of America
• Organic Growth/’retooling for the future’—Baxter, International

Education:

• PhD—Industrial/Organizational Psychology…the University of Georgia

Michele Crocker

Chief Customer Officer, is a call center and customer support operations expert. She has spent the last twenty-five years “sleeves rolled up” leading significant improvement initiatives that directly accelerated profitable growth.

Michele has led the customer effort for large multi-national companies in the travel, logistics, telecommunication and direct selling industry. During this time, she was responsible for improving the revenue performance and operating efficiency of several call centers.

Prior to joining The Profitability Formula, Michele founded and managed several consulting practices emphasizing the customer experience (CX), operational excellence and effective talent management programs. Before becoming an entrepreneur, she held customer leadership positions with British Airways, DHL, UPS, Bell Cable Media and Herbalife.

Additionally, Michele is experienced in helping organizations select and manage the right IT and outsourced call center partners. She establishes systems and processes to deliver the revenue assurance targets associated with third party partnerships.

Michele received a BA in Business Studies from Thames Valley University in England and completed the extended executive program at Harvard – “Strategic Customer Leadership”

Michele has received several external recognition awards including:

• Direct Selling Association Success Award;
• Center of Excellence Award by Purdue University (USA Call Center)
• First Place Call Center Leader of the Year;
• SOCAP (Society of Consumer Affairs Professionals) President SW Region

Ron Smith, Senior Vice President-Marketing

Ron Smith’s business experience spans 40 years. In addition to consulting projects and executive search assignments, he has had numerous high-level leadership and management positions.

Ron views the organization from a general management perspective. At the same time has in-depth expertise in the areas that he has held senior level positions leading; strategic planning, marketing, operations, finance, and organizational development.

He was President of Preferred Hotels and Resorts–108 luxury properties in North America, Europe, and Asia. He was also EVP and COO of ASTA- a 20,000+ member association of travel agents and industry suppliers.  He was Executive Vice President at Carlson Travel Group where he grew sales from $125 million to $500 million in three years.

As Consultant to the Government of Western Australia, Ron co-authored a paper on airline economic deregulation and grew international airline seats to Perth, W.A. by 20% in one year of bilateral negotiations with  foreign countries.

During his 20 years with United Airlines, he held executive posts in     finance, operations, sales, reservations and marketing-t-Marketing for Central Division in Chicago. His last position at United was Vice President-Sales for the $1.6 billion Eastern Division.

Ron holds a B.S. in Business Administration and an MBA in Finance and Marketing from the Kellogg School at Northwestern University, and also attended the Stanford University Executive Program.