Bert K.

Silverstein
2500 Woodland Park Drive L303 Houston, TX 77077 832-366-3953 bert@janastar.com
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SUMMARY
Results-driven marketing, product and project manager with demonstrated success in providing process improvement
expertise, award-winning customer service programs, cradle to grave information technology product development, and
brand management campaigns. Over 20 years marketing and product management experience with a history of developing
and implementing highly successful Voice of Customer and Voice of Employee programs leading to increased revenue and
satisfaction levels. Solid management and leadership skills, with proven ability to lead and motivate by creating high-
performance marketing and retail teams. Exceptional communicator, focused on building strong internal and external
customer relationships.
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CORE COMPETENCIES
Brand management Outbound market development
Business development Pricing manager
Customer relationship marketing Process re-engineering
Voice of Customer and Voice of Employee advocate Product management
Human factors engineering Public speaking
Inbound market research Six Sigma champion
Management Information Systems (MIS) consulting Strategic planning
Marketing collateral development Systems analysis
Microsoft Office and Photoshop expert Web development
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PROFESSIONAL CAREER EXPERIENCE

Ho m e Dep o t , Ho u sto n , TX
2 006 - Presen t : Dep a rtm en t Hea d, S p ecia l S erv ices
Directs top performing, award-winning customer service team. Creates, drives and monitors customer service and revenue
goals for associates assigned to the Special Services, Phone Sales and Expeditor groups.
Designed and implemented Voice of Employee (VOE) and Net Promoter Score (NPS) survey. Facilitated reduction of
competitive internal threats identified in survey. Team’s service dedication enabled Corporate-based Voice of Customer
(VOC) survey “Likelihood to Recommend” metrics to be one of highest in district in first year.
Detail-oriented, exceeds divisional average scores in quarterly operations audits. Received 89-92% actual to 85% goal
in peer audits.
Nominated as a peer auditor for district; performs quality and SOP operational audits for district stores.
Received awards for Department Head of the Month and for highest levels of customer service and satisfaction. “Top
Performer” level in 2008, 2009 and 2010 department head review cycles.

J an a st a r Ma rket in g , Ho u sto n , TX
2 002 - Presen t : Ma rket in g C on su lt a n t a n d W eb Dev elo p er, So le Pro p riet o rsh ip
Develops and implements outbound customer-centric marketing programs, business process improvements, inbound
market research, internal and external Voice of Customer surveys.
Doubled customer’s revenue in two years by developing a business and marketing plan for a “Microsoft Gold Partner” IT
services company. Created a roadmap for success through acquisition and new channel expansion.
Increased core membership at a Texas resort by over 50% and day guests by over 100% by implementing website and
VOC marketing programs. Created email campaign that drove website hits to over 100,000 per week. Launched NPS
and continuous improvement survey. Attained NPS score of 86% with a Likelihood to Recommend of 9.5/10.
Introduced a “customer for life” program that reduced churn by over 70%.
Project managed detailed market research and customer surveys at 20 Houston golf courses. Obtained performance
metrics for golf course attributes considered most important to area golfers. Published detailed survey results sold to 14
courses to be used as a benchmark against future performance.
Created and maintained over 20 clients’ websites and marketing material programs.
Bert K. Silverstein
2500 Woodland Park Drive L303 Houston, TX 77077 832-366-3953 bert@janastar.com
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A m erica n Ex p ress C om pa n y, Ho u st o n, TX
1 9 9 2 - 2001

1 9 9 8 - 2001 : Direct o r, Ma rket in g a n d C on su lt in g , G lob a l In fo rma t io n S erv ices

Managed highly successful team of 5 Technical Consultants and 3 marketing managers responsible for all customer-facing
IT consulting, marketing and VOC aspects of Global Card and Travel information technology and reporting systems.
• Established and implemented globally accepted management information system product and pricing strategies.
Leveraged department’s market and competitive research efforts. Facilitated department’s achieving over $8 Million in
revenue, 11% better than budget.
• Managed analysis of a breakthrough global product license initiative. Coordinated development of detailed license
with legal, marketing and product managers. Established process for $7 Million in combined legal fees and labor cost
avoidance over a 3-year electronic-license implementation period.
• Led IT technical consulting and product marketing team that implemented cross-sell and client consulting strategies
based on VOC input, contributing to sales increase of $1.3 billion in credit card and $800 million in travel volume.
• Created and directed a Client Advocacy team that achieved highest customer satisfaction rating (97%) for a client
conference. Team earned Chairman’s Award for Quality for implementing and orchestrating client technology
conferences.

1 9 9 6 - 1 99 8 : Direct o r, Ma rket Pla n n in g a n d Po sit io n in g , G lo b a l I n fo rma t io n S erv ices

Managed inbound and outbound marketing and brand activities; program officer for all Global MIS product launches.
• Analyzed and Improved MIS customer service process with streamlined delivery and servicing channels and first
call resolution improvements. Projected ROI included re-direction of 40 employees system-wide through client-direct
servicing model.
• Re-engineered marketing department’s product collateral development process. Obtained VOC and VOE input to
create a Lean operation process by designing and implementing electronic, web-based and just-in-time marketing
material. Avoided over $250K in collateral creation and print costs per project.
• Enhanced company’s visibility in the travel and expense (T&E) industries. Aggressively directed and launched
department’s product line introductions. Generated record amounts of press across travel trade; breakthrough press in
technology and business newswires. Secured and protected 12 trademarks.
• Directed development of department’s investment plan, securing an increase of 50% in product development
funding.

1 9 9 2 - 19 9 6 : S en io r Pro du ct Ma n ag er, G lo b a l I n fo rm a t io n S erv ices

Developed and managed key Global MIS product initiatives.
Organized and led multiple Product Usability initiatives, quantifying over $1.3 Million in Cost of Quality improvements
through human factors engineering.
• Product Managed Executive Information System supporting clients representing over $800 Million travel volume and
250,000 credit cards in force (CIF).
• Developed and implemented field MIS training and communication programs.
• Led team in development of long-term MIS technology vision and positioning strategies.
• Proactively managed American Express Global Information Services MIS Marketing budget.

A ddit io n a l Pro fessio n a l Ex p erien ce

Details of accomplishments as requested
Competitive Technologies, Division American Express: Director, Business Development
System One Corporation: Product Manager, Personal Computers; Manager Product Research; Senior Analyst, New
Product Development
• Continental Airlines: Assistant Supervisor, Reservation Sales

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Bert K. Silverstein
2500 Woodland Park Drive L303 Houston, TX 77077 832-366-3953 bert@janastar.com
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EDUCATION

State University of New York, New Paltz

• B. A. Behavioral Psychology
• Additional Courses:
o IBM: Multiples Marketing Program; Human Factors’ Lab Usability Program
o UCLA: Designing Interactive Computer Systems; Human Factors in Computer Information
Systems
o Pepperdine: Systems Analysis and Design
o American Management Association: Effective Executive Speaking
o Six Sigma Academy / American Express: Six Sigma Champion Training
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REFERENCES

References furnished upon request, or on LinkedIn at: http://www.linkedin.com/in/bertsilverstein

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