Hess D Resume 7 12 08 Training

Douglas S. Hess
Mobile: 804-677-0747 • Email: doug_hess@live.com •Web: http://www.linkedin.com/in/dshess

Career Highlights

• Responsible for providing training for 400+ call center sales associates in four countries, doubling sales
volume three years running
• Created and organized management training for Circuit City’s car audio division
• Helped create and deliver training for thousands of sales associates for nation’s top CE retailer
• Set tone and wrote content for circuitcity.com at its launch
• Shaped Corporate-to-store messaging for $12 billion company
• Created online community that contributed over $1 million in revenue each month
• Published on usatoday.com, reuters.com, foxnews.com and other online resources
• Helped create podcast heard by thousands each week (“TechSandwich” on iTunes)

Core Competencies
Training
• Training management Communication
• Stand-up training • Extensive writing experience, published on
• Needs assessment major media outlets
• Training development, including sales, • Exceptional verbal skills
management and processes training • Extensive editorial experience

Management
• Manager with ten years experience Innovation
• Managed copywriters for $12 billion • History of taking on and defining new
company positions
• Managed trainers in four countries • Instrumental in creating new revenue
stream for circuitcity.com
Professional Experience
11/08 – Present Educational Content Manager – circuitcity.com
Circuit City Corporate Headquarters, Richmond, VA
• Create and edit content for over 25 million circuitcity.com visitors each month
• Manage production through team of copywriters and designers
• Track results and make changes based on revenue and click-through rates
• Identify third-party content and secure publishing rights
Results: Increased traffic to content by 28% and increased revenue, close rate, and AOV significantly

8/06 – 11/08 Circuit City Community Manager – circuitcity.com/citycenter
•Developed and implemented circuitcity.com’s entry into online community development;
responsible for all aspects including staffing, strategy, and content development
• Succeeded in building a revenue-generating program that produced over $1 million per
month with over 20,000 members
• Instrumental in creating online community, including forums, blogs, and photo galleries
• Managed team of forum moderators and bloggers
• Managed relationship with online community software providers
Results: Developed new $14 million revenue stream with higher close rate and AOV than circuitcity.com

Mobile 804-677-0747 1

Douglas S. Hess

6/03 – 8/06 Training Manager – Circuit City Contact Center
• Created training program for new sales channel that produced $24 million in revenue
annually
• Managed training programs in four countries-- Richmond, Virginia; Sudbury, Canada;
Mumbai, India; and Manila, the Philippines
Results: Created new revenue stream that produced 100% comps each year of my tenure

4/01 – 6/03 Web Content Manager – circuitcity.com/Circuit City Direct
• Edited and approved all written content for circuitcity.com
• Managed team of Copywriters
Results: Contributed to the development and maintenance of what would become a $1.5 billion business

8/99 – 4/01 Web Content Project Manager – circuitcity.com/Circuit City Direct
• Researched and wrote educational articles for circuitcity.com
• Worked with Designers to create useful, interesting Web pages
Results: Developed content that increased both conversion and AOV

5/98 – 8/99 Manager of Management Training – Circuit City Roadshop Division
•Developed and delivered new management training materials for Roadshop (Mobile
Electronics)
• Evaluated and developed the training skills of other trainers
Results: Converted over 500 Installers and sales associates into successful managers

12/95 – 5/98 Senior Production Editor of Training Magazine – Circuit City
• Edited materials for accuracy, clarity, conciseness, structure, punctuation and grammar
• Researched and wrote educational articles
Results: Helped shape Merchandising strategy by ensuring a clear, concise message to the stores

5/94 - 12/95 Corporate Sales Trainer – Circuit City
• Trained new sales associates on product knowledge and sales skills
• Developed training materials for other trainers
Results: Developed and delivered training for new and experienced sales people to sell more effectively

References/Recommendations
Amazing. Doug is hands down the most talented and entertaining writer I've ever personally known. And here's
the really wonderful thing about Doug, he is just as stellar at speaking as he is with writing. I listened to a few of
his podcasts and his remarks were always clever, spot-on, and interesting to even a mostly non-techy person like
me. Whether he knows it or not, Doug has been a mentor to me for many years - he's terrific and Circuit City
was mighty lucky to have him.

Sallie Wright
Senior Knowledge Administrator, Circuit City
rwright9474@comcast.net
Relationship to reference: Former coworker

Mobile 804-677-0747 2

Douglas S. Hess
Doug is a detail-oriented manager whose passion and advocacy for the consumer electronics business manifests
itself through his ability to engage and excite customers via the written word and interactive forums. Doug would
be a valuable addition to any team.
Steve Duchelle
Senior Vice President of eCommerce, Belk
704-426-6930
Relationship to reference: Former SVP

Having worked directly with Doug, then later collaborating with him as a vendor-partner, I can enthusiastically
endorse Doug as a solid, knowledgeable, seasoned professional.

Doug's dedication, coupled with his industry insight, makes him one of the most credible and sought out experts
in our business. Doug is known for the volume of worked/ projects he can get accomplished on-time, and his
accuracy is second to none. Doug Hess is an affable, well like teammate and would make a great manager/
executive for anyone needing his skill set.

Clyde Roberson
Vice President, Samsung America
804 683-6282
clydeR@sea.samsung.com
Relationship to reference: Former coworker/mentor

Doug is organized, passionate and dedicated. He is a fantastic writer, a brilliant motivator and a wise manager.
He has a great understanding of how to connect with people, both one and one and in a group. He understands
the power of this skill as it relates to interacting with customers and uses it to create long-term, engaging
relationships.

Scott Weimer
Online Community Manager, circuitcity.com
804-386-5735

I had the pleasure of working with Doug during my tenure as a consultant at Circuit City. Doug could write the
book on helping customers and he was an enormous asset to the social media initiative at Circuit City. In
addition, Doug is an outstanding creative writer and is adept in front of the camera as well. He will be an asset to
any company and I give him my highest recommendation.

Gary Smith
Strategic Program Manager, Circuit City
512-809-0805

I have had the pleasure of working both for and with Doug Hess. Doug drives his associates to not only succeed
in their positions but excel. Doug is an expert in constructive criticism, providing valuable feedback on projects as
well as recommendations on how to improve. His creativity, wit and willingness to think outside of the box are
assets for any team.

Karen McKittrick
Category Manager - New Business
(804) 512-5261
Relationship to reference: Former manager

Mobile 804-677-0747 3

Douglas S. Hess
Doug is one of those phenomenal individuals who brings a tremendous amount of passion, focus on execution,
but also has a tremendous amount of creativity. Anything he does, you can be assured, will be well thought out
and something the customers will enjoy.

Franz Gilbert
Account Executive, Hewitt
(912) 704-7264
Franz.Gilbert@Hewitt.com

I have had the pleasure of working with and for Doug Hess at both the beginning and the end of my time with
Circuit City. Never before have I met someone with as much passion and dedication. Doug has been an
inspiration to me over the years and has helped me to find my writing style and to develop myself professionally.
Of all the recommendations I've written in the past, never has someone been so deserving of the highest praise.

Ryan Connelly
Circuit City Stores, Inc.
Relationship to reference: Former direct report

I had the distinct pleasure to work with Doug while managing circuitcity.com merchandising and content teams.
Doug is an energetic enthusiast with a strong sense of work ethic. His knowledge of consumer electronics is
respected by all he interacts with and is a source for many. I would strongly recommend Doug to any company
who is looking for a passionate CE retailer that can educate and mentor others
Steve Beir
Circuit City
(804) 519-6758

I can't think of anyone that I worked with in CCD that was more respected for their work than Doug Hess.
Anytime that someone needed a skilled writer or teacher, his name was always the first to be mentioned.

Doug was really a foundational component of CCD. In the early days he managed the content team, and then he
was asked to help develop the contact center. There he managed the training program and helped to make the
sales rep's some of the best in the industry. Later he helped to pioneer our community program where he helped
to launch our forums.

Doug thrived on the interaction with the customers and made shopping for electronics much easier for thousands
of people. All along the way Doug showed that he is a gifted communicator, both in writing and verbally, and
that he has the capacity to lead others. Doug is dedicated, passionate, and will do anything that it takes to get
the job done. I greatly appreciate all that Doug did for Circuit City, and I am grateful that I had the opportunity
to work with him.

Richard Polly
Circuit City
804-240-2493

Doug clearly cares about building trusted relationships, both professionally & with those who come seeking his
expertise within the Circuit City community. He has a great sense of humor, is dedicated to success and is open
minded when challenges present themselves, acknowledging that the best approach is not always the easiest
one. I would recommend him highly.
Charlie Holliday
Pluck Software
512-519-3240
Relationship to reference: Business partner

Mobile 804-677-0747 4

Hess D Resume 7 12 08 Training

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