District Manager

Marilyn Zemba



Brighton, MI 48116



Marilyn.Zemba@gmail.com                   313.505.0448               www.linkedin.com/in/marilynzemba        


 


Innovative Leader | Visionary General Manager


Thrives in an environment where I am able to help an organization become more profitable, streamlined and effective while utilizing existing people and teams. Enthusiastic leader who managed revenue streams of $5B, expense budgets of $10M, investment programs of $80M, acquisition/merger/divestiture projects of $1B and departments of 500 employees. Collaborative problem solver who led Revenue and Quality Assurance across many business units (corporate and non-profit) while delivering financial and operational savings.










-       Business Planning


-       Team Development



-       Strategic Development


-       Training/Franchising



 


Professional Experience


Franchise General Manager, Brighton, MI                                                                                 2013 to 2016


H&R Block



  • Led the growth and development of 100 retail tax franchise offices and 50 owners in Michigan

  • Managed revenue growth each year over 5% and achieved top 5 in performance of 25 national districts

  • Facilitated the development and implementation of business, operational and training plans for all offices and employees valued at over $25M in revenue 

  • Managed all offices to corporate branding, operational and legal guidelines

  • Consulted with Franchisees on appropriate acquisitions and divestiture of 10% of offices


 


Elder Care Advocate, Gainesville, FL                                                                                        2012 to 2013



  • Responsible for developing and implementing a plan of care for an elderly and terminally ill parent

  • Interviewed and selected health care personnel to care for the patient in their home

  • Managed the transition to Hospice care and after care for the surviving parent


 


Business Consultant, New York                                                                                                           2011


Robert Gatto and Associates & Kenya Self-Help Program



  • Business Metrics and Operational and Financial Reporting for growing privately held Company, Robert Gatto and Associates

  • Board Advisor to international non-profit agency, Kenya Self Help Program


 


Executive Director/Pastor of Missions and Outreach, Southlake, TX                        2006 to 2010


White’s Chapel United Methodist Church



  • Pastored to individuals in a 10,000 member church focusing on missions, adult disciple


care and spiritual formation



  • Managed a commercial kitchen that served 2,000 weekly

  • Re-staffed and re-engineered the operations function of a 10K member church with $6M expense budget.

  • Increased contributions 200% in two years directed to local and international nonprofits.

  • Managed relationships with over 40 non-profit agencies

  • Led efforts to develop a Re-Source Center for Spiritual Direction and Formation

  • Re-designed Angels Attic Non-Profit Resale Shop ($100K annual earnings for charity

  • Managed operations and expansion of facilities from 100K to133K square feet


 



Marilyn Zemba           Marilyn.Zemba@gmail.com                         Page Two



 


Management Consultant                                                                                                        2003-2006


Gateway Computers & Verizon


•     Implemented the outsourcing of product services for medium and enterprise customers by developing a        Vendor SOW/Agreement /SLA/Quality Metric and by ensuring process and infrastructure readiness to market/


sell/provision/bill customers on the vendor platform as a branded service at Gateway Computers



  • Identified and Implemented Revenue Assurance Initiatives to increase in-year billed revenue at Verizon

  • Key member of a Product development team tasked with implementing a new business channel to be in market 25 days from ideation to product sales and provisioning at Verizon. Specifically, developed the Customer Experience, change management and supporting processes for market entry.

  • Acted as the Marketing Operations Director for Gateway Computers company during reorganization


 


VP Quality & Customer Care, Irving, TX,                                                       2000 - 2002


Masergy Inc.


Prior to business funding, joined as the second employee and was responsible for establishing the entire company infrastructure and operations.



  • Directed the development of the Strategic and Operational Plans used to obtain funding of $50M in venture capital and business growth to 155 employees

  • Developed the Vision for the Customer Experience and Quality Assurance and led the design and implementation of the supporting inter-functional roles, responsibilities and processes required to deliver all products and services through a Global Customer Care and Order Management Process and center

  • Led Merger/Acquisition analysis, due diligence efforts and agreement legal negotiations for the strategic


expansion of the company into the European market ($16M in capital)



  • Directed the company logistical establishment from facilities, HR, financial, legal and operational


perspective


Additional Relevant Experience


 


Verizon Director - Product Management, Irving, Tx                                                                         



  • Directed end-to-end product management, marketing and strategy nationwide for residential and business local products including local service, IntraLATA toll and operator services serving over 16M customers and revenue streams of $5B and Led Merger/Acquisition team for product set valued at $10B

  • Designed and implemented a national rate increase resulting incremental revenue of $110M annually and less than 1% customer complaints

  • Directed the design and implementation of a recovery process, customer communication plan and regulatory communication plan to correct over billing of customers


 


Verizon Small Business Sales Centers General Sales Manager, Marion, Ohio                      



  • Managed the telecommunication needs of 220K customers in 8 states and 500 employees through a small


business call center



  • Developed and executed an emergency disaster recovery plan within 48 hours to temporarily relocate the call center from 1 into 8 locations

  • Directed center motivational efforts producing sales results increases from 110% to 200% of objective

  • Restructured the advanced telecommunications product sales team and processes to improve customer service Levels and improve results from the last place to #1 in the nation at 171% of objective within 6 months and named the GTE Call Center National Operations/Sales Manager of the Year


 


Education


Master’s of Divinity (M.Div.), Brite Divinity School at Texas Christian University, Fort Worth, TX


Bachelor of Arts (BBA), Business – Finance, University of Texas at Austin, Austin, TX


 

  • ID#: 121112
  • Location: Brighton, MI , 48116

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