Richard Smith

Lead day-to-day operations for a growing Montana-based spa company, serving Bozeman, Livingston, and surrounding communities, with a focus on helping homeowners and vacation-rental owners keep their spas operating safely and efficiently.

Summary: Senior leader at Youth Athletes United, scaling the national customer service and advocacy function through rapid growth and major organizational change. Developed and executed a nationwide customer experience strategy supporting thousands of families, driving loyalty and retention. Built and led a high-performing remote team, set service standards, and oversaw all call center and CRM operations, embedding a resilient “customer-first” culture across the organization. Responsibilities • Directed national customer service for 200,000+ children across 100,000+ annual programs. • Built and scaled a fully remote team during rapid growth and restructuring. • Ensured SLA compliance and seamless multi-channel support. • Led Salesforce Service Cloud rollout, boosting automation, reporting, and workflows. • Served as executive “voice of the customer,” shaping programs and retention strategies. • Promoted a customer-first culture through training, mentorship, and leadership development. Key Achievements • Rolled out Salesforce Service Cloud to automate workflows and improve escalation handling. • Expanded operations to 200,000+ children annually while holding 95–100% SLA compliance. • Built a remote CX team from the ground up through COVID, ensuring stability and continuity. • Led national CCS through two restructures, delivering +30% efficiency with a 40% budget cut. • Recovered $1M+ in COVID refunds by converting them into reusable credits. • Cut refund rates to under <3%, on national programs, boosting retention and trust. • Mentored and promoted future leaders, fostering a resilient, high-performance culture.

Summary: As Director of Operations, I oversaw national program delivery, staffing, and operational excellence for one of the largest youth sports organizations in the country. I led large-scale scheduling, resource allocation, and cross-functional coordination to ensure seamless experiences for families while driving efficiency, cost control, and growth. Responsibilities • Directed operations across 150+ locations, supporting 600+ coaches and 200,000 children annually. • Scaled workforce management, scheduling, and training systems for 100,000+ yearly events. • Built scalable systems and processes to ensure consistency, safety, and program quality nationwide. • Partnered with senior leadership to align operations, marketing, and customer experience. • Championed accountability, service excellence, and continuous improvement. Achievements • Scaled infrastructure to support growth while improving quality and satisfaction. • Recruited, trained, and developed high-performing teams, ensuring operational excellence at scale. • Delivered cost control and efficiency improvements, optimizing resources while expanding reach. • Strengthened cross-functional collaboration across operations, CX, and business development. • Promoted to National Director of Customer Advocacy while training my successor.

Summary: As Founder & CEO, I built and led the label from the ground up, overseeing every aspect of strategy, operations, and creative execution. I directed the company’s vision—shaping how music is experienced through vinyl, CDs, deluxe editions, and merchandise, while balancing artistic integrity with commercial growth. My role combined entrepreneurship, leadership, and deep industry expertise to establish the label as a trusted name for both artists and fans. Responsibilities • Set and drove the label’s vision, brand, and market positioning • Led all functions: A&R, Creative, Production, Sales, Marketing, and Customer Experience • Built and managed artist, estate, and partner relationships for creative and commercial success • Launched collectible vinyl, deluxe editions, and box sets that elevated releases • Secured global distribution, licensing, and retail partnerships • Owned budgets, P&L, and financial strategy to ensure profitability Achievements • Built and scaled a profitable independent label with global reach • Delivered sell-out, critically acclaimed limited editions that boosted brand reputation • Revived catalog value with innovative reissues, archival projects, and special editions • Secured exclusive partnerships with legacy artists, estates, and emerging talent • Pioneered direct-to-fan strategies that drove retention, engagement, and recurring revenue • Streamlined operations, cutting external reliance and driving efficiency

Summary: As Director of Customer Experience, I led the global customer service and client relations function for a record label specializing in vinyl, CD, box sets, and merchandise. My focus was on creating exceptional fan and client experiences, ensuring every interaction, from order fulfillment to aftercare, strengthened brand loyalty and drove repeat sales. Responsibilities • Directed customer service strategy across e-commerce, wholesale, and retail channels • Built service protocols and feedback loops to cut errors and elevate fan experience • Handled escalations and VIP clients, securing long-term relationships • Used customer insights to guide product development, packaging, and catalog reissues • Led digital and offline engagement to strengthen brand trust and reputation Achievements • 95–100% SLA adherence, delivering fast, reliable service across all channels • Boosted direct-to-fan retention by 25% with proactive care and communication • Kept refund/return rates under 1% on premium collector’s editions • Turned customer service into a driver of loyalty, repeat sales, and catalog value

Summary: Directed the label’s creative vision, integrating design, packaging, and storytelling into a physical product strategy that defined how fans experience music. I shaped iconic campaigns that captured artist identity and transformed records into coveted collector’s pieces. Responsibilities • Directed creative across packaging, artwork, photography, and brand design for all products. • Shaped artist and estate visual identities, aligning creative with commercial goals. • Led concept development, mood boards, and campaign narratives to ensure brand consistency. • Managed in-house designers and external creatives (photographers, illustrators, agencies). • Innovated packaging and special editions with new materials and print techniques. • Oversaw approvals to guarantee quality, authenticity, and brand integrity. • Managed creative budgets and vendor negotiations to maximize value. Achievements • Delivered sell-out, critically acclaimed limited editions and box sets, boosting brand prestige. • Revitalized catalog reissues with fresh design and storytelling, reigniting fan demand. • Pioneered sustainable packaging and innovative production methods without sacrificing quality. • Consistent 50-125% value increase in after-market for releases

Summary: As Global Director of A&R, I led the creative vision and commercial strategy for repertoire development across vinyl, CD, box sets, and specialty merchandise. I bridged artistry and commerce, curating catalogs, nurturing talent, and ensuring every release delivered both cultural impact and market success. Responsibilities • Directed global A&R strategy to align repertoire with brand, audience, and long-term catalog value. • Signed and developed artists/projects with strong creative and commercial potential. • Led digital archiving partnerships with labels and artists to restore and discover new release content. • Coordinated cross-functional collaboration to balance artistic vision with commercial goals. • Negotiated recording, licensing, and partnership deals to expand the catalog and reach. Achievements • Launched sell-out, critically acclaimed projects, and special editions. • Produced multiple direct-to-fan, tour-exclusive vinyl and merchandise drops that sold out fast. • Expanded repertoire through partnerships with legacy artists, estates, and rising talent. • Toured globally (US, Europe, Asia) with marquee acts including Lord Finesse and Marco Polo. • Revived archival catalogs into high-demand reissues, unlocking new revenue streams.

Summary: As Production Director, I oversaw all aspects of physical product manufacturing and delivery, ensuring every release met the highest standards of quality, creativity, and timeliness. I managed the full production lifecycle, from concept and design through manufacturing, logistics, and distribution, across vinyl, CD, box sets, merchandise, and specialty packaging. Responsibilities • Directed production schedules, budgets, and vendors to deliver on time and within budget. • Partnered with A&R, Creative, Marketing, and Sales to align production with release plans. • Managed pressing plants, printers, and fulfillment partners for quality and turnaround. • Oversaw artwork, packaging, and test pressings to maintain brand and artistic standards. • Negotiated vendor contracts and terms to protect margins. • Streamlined operations by implementing project management systems and workflows. Achievements • Pioneered the industry trend of super-exclusive artist-signed test pressings. • Consistently acknowledged in the media for the quality of the physical releases, especially vinyl. • Released over 150 high-quality physical products, with many including personal hand detailing. • Delivered multiple high-quality limited edition releases for artist tours and direct-to-fan sales. • Produced limited editions and box sets that sold out, some within hours of release. • Cut production costs by 20% through new vendor partnerships.

Summary: As Director of Global Sales & Marketing, I drove the label’s commercial growth by leading international sales, distribution, and marketing strategies for physical products, including vinyl, CDs, deluxe box sets, and merchandise. I built and managed global retail, distributor, and export partnerships while designing campaigns that elevated artist visibility and maximized revenue. Responsibilities • Directed global sales for vinyl, CDs, and box sets across retail, e-commerce, and indie channels. • Secured international distribution and licensing deals across North America, Europe, and Asia. • Built and managed distributor, retail, DSP, and export partnerships to maximize revenue. • Applied market insights to optimize pricing, inventory, and promotional strategies. • Created new B2B opportunities through brand collaborations, exclusives, and D2C campaigns. Achievements • Expanded global footprint with new retail, distributor, and export partnerships across NA, EU, & Asia. • Drove sell-out limited editions and campaigns, surpassing sales forecasts. • Streamlined release execution by aligning Sales with A&R, Production, and Creative combined roles. • Produced exclusive Lord Finesse flexi-disc for Wax Poetics Japan #22. • Delivered exclusive flexi-disc and SOS-branded cover variant for Hip Hop Family Tree #12.

Summary: Spearheaded business development initiatives for Digital Asset Management (DAM) and Digital Service Provider (DSP) partnerships across North America and Europe. Closed 125% increase in DAM accounts, and reduced onboarding time by 45%. Responsibilities • Business Development for DAM and DSP • Website Ops & Development • Facilities Management • Recruitment & Training • Industry Event Planning & Networking in NA/EU Achievements • Closed 25 new DAM clients, delivering 125% client growth • Increased DAM DSP pipeline by 38%, driving sustained business expansion
 • Led industry events in NYC, Austin, Toronto & London, forging high-value music & tech partnerships • Cut onboarding time by 45%, boosting client satisfaction and operational efficiency • Secured De La Soul as a marquee client and launched the first full album release on Audiosalad • Recruited, trained, and developed a successor, ensuring seamless leadership transition

Summary: Oversaw full business operations, including production, distribution, sales, customer service, recruitment, training, IT, HR, and performance reporting. Implemented scalable processes and systems that drove significant revenue growth and positioned the label for long-term success. Responsibilities • Directed production, distribution, sales, and customer service operations to support brand growth • Implemented e-commerce solutions and process improvements to drive scalable revenue • Managed wholesale and direct sales channels, expanding reach and profitability • Project managed music releases, including soundtracks, archival projects, and live showcases • Coordinated schedules and logistics to deliver all releases ahead of deadlines • Established office protocols and best practices, improving productivity and reducing costs Achievements • 200% revenue increase through e-commerce solutions and process improvements. • 150% increase in direct and wholesale magazine sales • Returned the record label to profitability through operational efficiency and cost controls • Managed inaugural Wax Poetics, 2009 SXSW Showcase in Austin, TX • Project managed Original Soundtrack & Score album releases for the movie, Black Dynamite • Project managed inaugural label archiving project for Codigo's purchase of FANIA Records • Managed production and distribution schedules to deliver all releases ahead of deadline • Established office protocols and best practices, improving productivity and reducing costs

Summary: Brought in to establish and lead Contact Center Operations across North America & Canada, driving rapid team growth and measurable business impact. Within weeks, built a high-performing sales and service operation that quickly became the top-performing national sales department. Delivered multi-million-dollar revenue gains while cutting discounting practices and boosting profitability. Responsibilities • Managed national CCS team and daily operations across service centers and support channels • Built training, QA, and performance metrics to raise service standards • Partnered with Sales, Licensing & IT to streamline workflows and improve interactions • Tracked KPIs to ensure fast response, high quality, and alignment with goals • Resolved escalations quickly to protect key client accounts Achievements • Built and launched a fully operational team within 3 weeks • Drove performance that made the CCS the top national sales department within the first month • Generated $5M+ in revenue during the first three months of operations • Reduced discounting from 15%+ to a 9% maximum, saving $300K+ per quarter • Identified a cheaper contact center solution, away from NYC, saving millions in operating costs

Summary: Directed operations for 600+ weekly programs across 150+ locations, managing a team of 120+ coaches and coordinators. Drove staff development, scheduling, and workflow improvements that boosted efficiency and customer satisfaction. Played a key role in scaling Super Soccer Stars from a small setup into a state-of-the-art operation. Responsibilities • Directed day-to-day operations for 600+ weekly events across 150+ locations and private clients • Managed 120+ coaches and coordinators, focusing on welfare, training, and system development • Implemented operational frameworks, scheduling, and resource allocation for seamless delivery Achievements • Led 600+ weekly events across 150+ locations, managing 120+ coaches and coordinators • Oversaw transition to a state-of-the-art Upper West Side facility • Established best practices and reporting protocols, improving productivity & customer satisfaction • Promoted to Director within 6 months, after serving as Scheduling Manager

Summary: Staffing & Scheduling Manager ensuring 100% class coverage by aligning coach expertise with curriculum needs. Skilled in workforce planning, conflict reduction, and optimizing schedules to boost student satisfaction and coach retention. Responsibilities • Scheduled and assigned class-appointed coaches to ensure 100% program coverage • Matched coaching expertise to course/curriculum needs for quality instruction • Forecasted staffing needs in line with enrollment trends and program growth • Resolved schedule conflicts, time-off requests, and last-minute changes efficiently • Delivered staffing reports and recommendations to leadership for hiring and budgeting Achievements • Maintained 100% coverage across 400+ weekly classes through optimized scheduling • Matched coach expertise to curriculum, boosting satisfaction scores by 18% • Forecasted staffing needs to cut emergency hires by 23% • Improved retention by 18% with fair, balanced scheduling

Summary: Launched a fully operational client services contact center for Direct Solutions Ltd. within one month by recruiting, training, and equipping the Sales and Customer Care team to perform at full capacity from day one. Responsibilities • Recruited, trained, and developed high-performing call center teams • Led 15 CSAs, 2 Supervisors, and 1 Duty Manager to exceed service goals • Streamlined scheduling to maximize efficiency and coverage • Delivered coaching and prioritized staff welfare to boost retention and performance • Analyzed KPI reports to drive continuous improvement and accountability • Oversaw telephony, IVR, and IT systems to ensure seamless operations Achievements • Recruited and trained a full Sales & Customer Care team in under one month. • Launched a fully operational client services contact center from the ground up. • Enabled immediate customer support and sales delivery at full capacity. • Established scalable processes to ensure long-term team performance.

Summary: Drove £25M in additional revenue by building and leading a 34-member Applications Processing Department. Improved credit check conversion rates while enhancing risk management, reducing fraud, and increasing overall efficiency, productivity, and sales performance. Responsibilities • Led a 34-member team to deliver consistent service excellence • Recruited, trained, and developed staff to strengthen performance • Optimized scheduling for efficiency and full coverage • Coached team members and supported welfare, improving retention • Drove continuous improvement by tracking and acting on KPI insights Achievements • Built and scaled a 34-member Applications Processing Department from the ground up. • Strengthened risk management practices, reducing fraud and financial exposure. • Improved credit check conversion rates, unlocking higher sales opportunities. • Delivered £24.7M in additional revenue while boosting efficiency and productivity.

Summary: Delivered £16.5M in additional revenue by building a specialized Internet Sales Team and scaling 15 CSAs to full operational capacity within one month. Implemented call center IT and IVR systems to improve efficiency, streamline workflows, and accelerate sales performance. Responsibilities • Built and trained high-performing teams through recruitment and coaching • Streamlined scheduling and workforce planning for operational efficiency • Delivered ongoing skills coaching while prioritizing staff welfare and engagement • Drove KPI performance by tracking, reporting, and optimizing processes • Ensured seamless customer experience through reliable phone & IT systems Achievements • Recruited, trained, and launched 15 CSAs to full productivity in one month. • Established a specialized Internet Sales Team to capture new revenue streams. • Implemented call center IT and IVR systems to boost efficiency and customer experience. • 10,000 call reduction per month across the business. • Cost saving of £316,000 through 7.9 FTE agent reduction requirement • Generated £16.5M in additional revenue through improved sales performance.

Summary: Directed Business Operations strategy to elevate Contact Center performance across Sales and Customer Service. Drove sustainable growth by aligning efficiency, quality, and revenue objectives with organizational goals, while fostering a culture of staff welfare and high performance. Responsibilities • Led a 152-member team to consistently exceed service and sales targets • Optimized scheduling and workforce planning to reduce downtime and boost efficiency • Coached staff and fostered engagement, improving performance and retention • Translated KPI insights into actions that drove continuous improvement • Ensured reliable telephony, IVR, and IT systems for seamless customer experience Achievements • Cut call volumes by 25% year-over-year through process optimization. • Delivered £600K in annual cost savings by reducing staffing needs by 15 FTE. • Implemented SMART objectives and bi-weekly reviews to drive accountability. • Elevated Sales & Customer Service performance while fostering staff engagement.

Summary: Secured £5.7M in retained sales revenue by building and leading an 8-member Retentions Department. Redesigned the contact center IVR to route 14-day cancellations directly to retention specialists, trained in consultative sales and service techniques to maximize customer retention and loyalty. Responsibilities • Led all 14-day cancellation requests, ensuring proactive customer retention. • Managed a team of 8 specialists (6 CSAs and 2 CCSs) to deliver high performance. • Oversaw recruitment, onboarding, and training of retention staff. • Directed schedule planning to optimize coverage and efficiency. • Provided skills coaching and staff support, fostering engagement and welfare. Achievements • Built and scaled an 8-member Retentions Department from the ground up. • Retained £1.2M in sales revenue across the first 3 months of operations • Redesigned IVR system to directly route 14-day cancellations to specialists. • Trained team in consultative sales & service techniques to maximize retention. • Strengthened customer loyalty while safeguarding recurring revenue streams. • Total of £5.27M in sales revenue retained across the first year of operation