ROY D. WOOD, D.M.

Franklin, Tennessee 37064 H (615) 595-9434 C (615) 943-8891 drroywood1974@gmail.com SUMMARY

SBU/Operations Management P & L Management BI and CI Analytics Claims /Consumer Relations CI Management/Methods Price Management Business Forecasting Models Customer Service/Contact Center Call Center Management Marketing/Sales Research and Analytics CRM Development/Management Financial Modeling Systems Planning/Implementation Adjunct Faculty/ Teaching BPM/ Productivity Improvement General/ Cost Accounting Competitive Intel/ War Gaming Financial Planning & Analysis

An adaptable and driven corporate operations executive, with extensive experience in leadership, market and business analytics, financial and market forecasting, strategic planning, problem solving, process management and improvement, systems planning, and teaching. An adept organizer and leader, who motivates, teaches, and unites teams to achieve common corporate objectives. Analytical and innovative, consistently revises processes and manages change to improve employee proficiency and generate revenue, while continuing to add increasing value by contributing to the growth of a company. EXPERIENCE/SKILLS AND ACCOMPLISHMENTS General Leadership/Management General Manager/Director for the Product Service Division, which included a $10 million replacement parts business, regional whole goods distribution center, customer service, warranty claims administration, consumer relations, technical literature development, and a print shop. Increased replacement parts business by 12% and profits by 18% in first year of leadership. Raised consumer sales 400% and profits 800%. Developed and implemented Field Sales Compensation (link with strategic business objectives) to regain 1 point market share. Directed Customer Support teams, call centers, a national service network, warranty administration, consumer relations, and technical training for a $2 billion domestic business. Reduced Speed of Answer by more than 75%. Directed Plant and Division General Accounting Teams - Led implementation of first on-line A/R system, reduced DSO. Key Member of Corporations Global Career Development Team. Certified Trainer - Leadership Training - Collaborated on curriculum and conducted classes throughout U.S. Developed and implemented the following: Analytics/Forecasting/Finance/Accounting Statistical Econometric Forecast Models and Methodology - Saved $50 million, based on early warning system developed. Market and Sales Management Analytical Tools, Dashboards, and Scorecards. Business Intelligence Analytics (connecting external to internal business drivers and variables). Competitive Intelligence System and Analytics. North American Pricing System and Analytics. Automated Warranty Forecasting Tool - Saved $50,000 annually. Systems Planning and Implementation/Process Improvement Industry-Leading, Web-Based Warranty Claims Application - Saved $2.8 million annually for our firm and $4.0 million for our customers. Received Corporate Values Recognition Award BPM Methodologies - Consolidated Field Sales Support Teams - Saved $500,000 annually. Customer Service Systems - Implemented first online, real-time order entry system, reducing inbound customer call hold time by more than 75%. Call Center Technology Infrastructure - Improved all major metrics, designated as Best in Class, resulting in improved customer satisfaction. Introduced first CRM initiative (PowerHelp, Salesforce, RightNow) Pricing System - Saved $600,000 annually, resulting in improved customer satisfaction.

Roy D. Wood, Page 2 Strategic Planning and Analysis Divisions E-Business Strategy - Applications implemented have saved more than $10 million to-date, resulting in improved customer satisfaction and sustained competitive differentiation. Developed and facilitated Competitive War Game Workshop - Correctly anticipated key competitors product development strategy. Parts SBU Business Plan - Maintained full P&L, strategic and operational responsibility for parts SBU. Increased replacement parts business by 12% and profits by 18% in first year of leadership. Raised consumer sales 400% and profits 800%. ASHFORD UNIVERSITY Associate Faculty Business Administration/ Related Courses A.O. SMITH CORPORATION Director, Sales Administration Director, Market Analysis, Forecasting, and E-Business Strategy Director, Sales Support and E-Business Manager, Marketing and Administrative Services Assistant Plant Controller GENERAL FOODS CORPORATION Cost-Accounting Supervisor EDUCATION UNIVERSITY OF PHOENIX, Phoenix, Arizona, D.M., Organizational Leadership KELLER GRADUATE SCHOOL OF MANAGEMENT, Chicago, Illinois, M.B.A., Operations Management OLIVET NAZARENE UNIVERSITY, Bourbonnais, Illinois, B.S., Accounting; Business Administration Minor CERTIFICATION Certified Trainer of Leadership, Atlanta Consulting Group, 1995 PROFESSIONAL DEVELOPMENT Information Technology for Non-IT Managers, University of Chicago GSB, 2001 Managing Business Intelligence to Outperform the Competition, AMA, 1999 Managing Continuous Improvement, A.O. Smith Corporation, 1998 Incentive Compensation Plans - Design and Implementation, Southern Methodist University, 1998 Selecting for Success, Interviewing and Selection, A.O. Smith Corporation, 1998 The Management Seminar, Texas A&M University, 1993 Sales Force Automation, Sales Automation Association, 1993 AFFILIATIONS Machinery and Allied Products Institute Manufacturers Alliance, Charter Member, E-Business Council Air-Conditioning, Heating and Refrigeration Institute, General Statistics Committee Society of Competitive Intelligence Professionals League of American Orchestras COMPUTER SKILLS Proficient/Advanced user of Microsoft Office (Excel, PowerPoint, Word, Access), SQL, SAP Crystal Xcelsius Director, Business Analysis and Forecasting Director, Customer and Product Support Director, Marketing and Administrative Services Manager, Division General Accounting