George Lerner   415-722-1483   

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Goal: Manage technical support or client service for businesses swamped with calls, taking better care of more clients. Design cultural and technical processes, eliminating client service issues.

Lerner Consulting, Inc.: President, 2000–Present

Designed business processes that reduced client service issues, eliminated activities not benefiting clients, and reduced training times.

Interviewed top performers and redesigned their methods, to train the rest of the organization in their best practices.

Implemented technical and business / cultural changes, for long-term profitable growth.

Developed systems to locate and evaluate profitability of real estate, select investment strategies, implement financial controls, market to buyers, and locate funding.

Wrote or modernized web sites to be easy to maintain, present services clearly, and rank well on search engines.  Implemented Internet marketing strategies.

Developed system to rapidly collect data (from several web sites) with no data entry or proofing. Enabled analysis of opportunities from more accurate and broader data.

Video Communications, Inc.: Vice President of Network Sales, 2006–2008

Developed new line of business, including marketing strategy and email campaign, increasing estimated annual sales more than 75% with doubled profit margins.

Managed client accounts, had pre-sales and sales conversations, determined client requirements and technical needs, wrote proposals, located products, fulfilled orders. Won contracts, matching one client’s needs better than 60 competitors.

Advised President on strategy and negotiations that prevented lawsuit; decrease in productivity and sales from addressing the lawsuit could have ruined the company.

Redesigned quoting and account management systems so existing people could handle three times as many quotes, with better financial checking. Increased sales.

Redesigned web site, attracting customers for more products, easier to maintain.

Ran video conferencing, network, Internet, and technical support for company.

Donation Processing Procedures: San Francisco Food Bank, other non-profits: 2002–2005

Developed procedures (Raiser's Edge) for several non-profit agencies. Volunteer or temporary staff could process donations for all campaigns and events, accurately. 

Improved communication processes, reducing time writing custom letters. Saved several hours per week, and increased number of donors who got special acknowledgements.

Designed reports to identify specific geographical regions for additional appeals.

Process improvement: Landmark Education, Werner Erhard & Assoc: 1980–2008 (volunteer)

Redesigned training and processes for audio production, eliminating operation mistakes so events ran seamlessly. Wrote audio production manual used for training teams.

Managed and trained teams in procedures and communication for workshop production, audio production, supplies, registration, and customer support /registration fulfillment.

NorthPoint Communications:  Process Engineer Consultant, 1999

Designed processes, decreasing training time from 2-3 months down to 2 days on key steps for fulfilling customer orders. Increased speed in fulfilling customer orders enabled increasing customer base. Saved company estimated $500,000/year in payroll expenses.

Electronic Data Systems/Blue Shield of CA:  Technical Support Consultant, 1997–1999

Developed reporting system showing management key performance trends and problems. Replaced process that took two employee-days each month; new system could be easily run daily, while showing more useful information. Generated reports that were essential in renegotiating multi-million dollar contract.

Resolved technical support issues, matching client’s problem.  Especially good with clients frustrated with ongoing problems; coworkers would pass frustrated clients to me.

Developed knowledge base so best practices and solutions were accessible by entire department; reduced problem resolution times and mistakes.

Delivered analysis of customer support issues and trends to management.

PMI Mortgage Insurance, Project Leader/Help Desk Management System, 1996–1997

Implemented and customized database that managed customer service issues and resolution processes, and tracked department performance.  Wrote technical and training documentation.  Led trainings.

Resolved technical support issues, in person and by phone.

Training

California Leadership Center: 2007–present

Bryan Franklin Coaching Program: 2009 Business coaching, sales and marketing, leadership, strategy, collaboration, effective meetings, productivity, cultural change.

Sales Training: 2009 Sales to value markets. Training sales departments.

Peak Potentials: 2008, 2009

Strategies and techniques to increase long-term income in any economy

Mindset and skills for producing wealth in every business

Trump Institute: 2008

Real estate investing, transaction engineering

Enlightened Wealth Institute: 2005–2008

Real estate investing, Internet marketing.

Jay Abraham Master Mind Marketing Mentorship: 2007

Business development, marketing strategy, innovating

Landmark Education: 2001–2006

Managing teams (5-50 people). Customer service. Leading effective presentations.

Polycom: 2007

Certified in Network Sales and Video Conferencing Sales

Software:

Web site design, Internet marketing, audio editing, CRM, custom databases, office software, programming.