Carla R. Messer, Chief Results Officer and founder, has more than 15 years experience coaching, mentoring and training top performers and has presented performance improvement techniques to Fortune 500 and 1000 companies throughout the US and Latin America.She is a motivating and energetic presenter who has conducted hundreds of workshops, seminars and focus groups and has published several articles on the subjects of sales and service performance.Messer is known for facilitating stimulating sessions that net results. Unique Professional Experience
Seven Years Sales & Service Performance Improvement Consulting
Skilled in qualatative needs assessments, industry benchmarking, and quality audits to design performance improvement systems, job aids and tools, and video skill modeling
Lead consultant for Compaq Computer Corporation’s value added service strategy for its Latin American division and traveled extensively conducting in-country research and solution design, translation, facilitation, train-the-trainer, and roll out across 12 countries.
Designed a sales and service performance improvement program for Automotive Diagnostics a division of SPx which included facilitation of corporate strategy, benchmarking star performance and qualitative research to capture the voice of the customer and drive performance improvement. Branding strategy oversight
Documented processes for ISO 9002 certification and applied practices to customer-specific performance initiatives.
Five Years Corporate P&L Results
Managed sales and distribution for Herman Miller, Inc. as Area Vice President / General Manager. Accountable for $125 million in sales over a seven midwestern state area.
Executed a customer-centric strategy requiring demographic analysis, budgeting, and changing the organization’s structure to maximize 4 value proposition channels.Built a sophisticated multi-channel sales strategy supported by a force of more than 30 seasoned professionals supporting 200+ dealer salespeople.
Grew sales by 9% to $126 million in 2000 FY-consistently increased Economic Value Add.
Allocated and managed $5.2 million annual operating budget—proactively reduced by $2 million in declining economic conditions through reductions in force, reorganization and process improvement Increased market share by 4% in primary markets while industry growth was flat.
Established corporate benchmarks for workforce efficiency, leveraging variable costs and marketing programs including training initiatives and development plans
Chief Operating Officer and Vice President of Sales for $12mm Haworth dealership. Increased margins by 19% while compressing the sales cycle by 50%.
Six Years Career Coaching & Organizational Development
Lead consultant on two-year OD project; sold, designed and delivered Organizational intervention services including assessment, strategic planning, succession planning, CEO and CFO individual coaching, employee surveys, team building and retreat facilitation.
Designed employee retention system processing 1000 exit interviews annually. Analysis of multiple data points measuring patient and employee satisfaction, performance metrics, exit interviews, and unexcused absences. Retention strategy development recommendations and measured improvement.
Selected over competitors and peers to deliver executive coaching to CEO's, CFO's, Treasurer, Vice Presidents, Directors, and Board Presidents across diverse industries.
Education
Master of Business Administration--The Ohio State University Master of Arts, Communication / Training--Western Michigan University Bachelor of Arts, Communication / PR--Western Michigan University
Non-Profit Service
Leadership Cincinnati Alumni Association: diversity committee chair Hope House Rescue Mission of Middletown YWCA Rising Star and a graduate of its Board Leadership program Indiana University adjunct professor since 2003; Marketing and Advertising instructor
Certifications & Training
Harrison Assessments™ Expert Level 2006 Performance Advantage Series™ certified facilitator 2008 Management Resource Group (MRG) 360° Feedback Certified Facilitator 2006 Sandler Sales Institute 2005 Miller Heiman Strategic Selling Skills 1999 Learning International / Xerox Learning; Professional Selling Skills III 1993 Learning International / Xerox Learning; Account Development Strategies 1994 Three week Berlitz Spanish Immersion; Santiago, Chile 1994
Speaking Engagements
Paycor Client Services First Annual Kickoff (40 attendees; 2 hour session) 2008 American Payroll Association Ohio Valley 2008: Association for Services Management International (150 attendees) 1995 Women Infant & Children Diversity Conference (500 attendees) 1996 Personnel Profiles Succession Planning 2005 Amylin Pharmaceuticals AROW Series March 2009 University of Cincinnati Women's Leadership Conference (350 attendees) April 2009
Representative client list
Greater Cincinnati Chamber of Commerce TriHealth BeechAcres Parenting Center Paycor Amylin Pharmaceutical The Knoll Group University of Cincinnati Dawn Food Products Betts-USA Emerson Power Transmission Jewish Federation of Cincinnati Great Oaks Technical School Cincinnati Bell Sleepcare Diagnostics Intelligrated Catholic Healthcare Partners Ethicon Endo-surgery a division of Johnson & Johnson
