Vicki L.

Forst
8903 Linksway Dr.
Powell, OH 43065
Cell: 614-264-3040
Email: igem@juno.com

Operations/Client Relationship Management Executive

Dedicated leader and entrepreneur offering valuable combination of
comprehensive franchise industry experience in client relationship
management/training, new business development, marketing, team
building, and staff management buttressed by extensive hands-on
experience bringing contractual issues to amicable resolutions
through utilizing strong negotiation skills and diplomacy. Highly
adaptable, creative, and innovative with exceptional strategic,
conceptual, analytical, and execution abilities.

AREAS OF EXPERTISE
* Sales & Marketing
* Mergers & Acquisitions
* Customer Service
* Employee Relations
* Staff Supervision
* Relationship Building
* Communication & Client Management
* Staff Training & Development
* Policies & Procedure Development
* Troubleshooting & Problem Solving
* Customer Maintenance & Retention
* Contract Review & Recommendations
* Budgeting & Expense Reports
* Startups & Turnarounds
* Client Needs Assessments
* Team Building & Leadership
* Productivity Improvement
* Strategic Business Planning

CAREER CHRONICLE
REAL LIVING REAL ESTATE, LLC (www.realliving.com) - Columbus, OH
Full-service, family-owned real estate brokerage franchise company
purchased (11/2009) by Brookfield Residential Property Services -
division of Brookfield Asset Management, Inc., global provider of
real estate and relocation services/technology.
Manager of Contract Administration (January 2010 - September 2010)
Selected to remain with new company and officially promoted (May
2010) during critical time. Diverse responsibilities included
preparing contracts for new/existing franchisees; liaised with senior
management, Sales, Operations, Marketing, Finance, and Credit
Services relating to contractual issues/modifications; reviewed new
sales applications to ensure due diligence requirements satisfied;
coordinated substantive internal discussions with Finance and
Operations, and directed sales and support staff concerning
negotiating parameters.
Prepared/executed conversion amendments and new franchise agreements
to convert existing GMAC franchisees to Real Living brand and oversee
brand conversion funding paid to franchisee by RLRE (to assist
w/costs). Once documents fully executed, initiated/monitored funding
requests to ensure smooth process. Frequently communicated with 2 NJ
attorneys on staff to review important contract issues. Reported
directly to VP, Operations and indirectly to Brookfield RPS' General
Counsel.
Director of Franchise Operations (June 2008 - May 2010)
Maintained responsibility for Franchise Department's operations,
training, compliance, and ongoing support functions and served as
consultant and main point of contact for 75 real estate franchise
companies in 19 states. Accepted challenge to negotiate new franchise
agreements, renewals, releases, and mergers/acquisitions with
franchisees while working closely with outside counsel to prepare
legal documents. Managed sales staff and maintained responsibility
for qualifying/managing leads process up to and including
negotiations. After restructuring franchise sales
policies/procedures, standardized sales application/disclosure
process and introduced documentation procedures. Also managed sales
leads after sales staff laid off 3rd quarter 2008.
Notable Achievements:
* As "authority" on legacy Real Living franchises and main point of
contact for issues/questions regarding group, handled workload
previously performed by three.
* Played instrumental role in helping company remain profitable by
converting GMAC franchises to Real Living franchises quickly and
efficiently.
* Avoided potentially serious issue by discovering/alerting senior
management to SEC filing not completed by outside counsel in regards
to Partner Model offering.
* Authored first-ever Network Partner Operations Manual for new
franchisees that defined each department's specific
policies/procedures.
Representative Projects:
Brookfield RPS Acquisition - Facilitated acquisition by providing
senior management with reports/documentation; working closely with
GMAC management to document/revise/merge Real Living's franchise
reporting/payment procedures; documenting RL's current
policies/procedures for franchisee reporting/payment processing;
liaising with GMAC management to obtain financial data and document
current franchise reporting policies/procedures now performed by
Credit Services Department; determining monies owed by all RL
franchisees prior to and after sale, and developing/sending default
letters to franchisees to collect monies owed as per franchise
agreement terms.
Network Partner Operations Manual Project - Tasked to derive
appropriate policies/procedures information from each dept and
collaborate with each dept head to update/compile materials into one
resource for first-ever comprehensive guide to all training/services
RL offered franchisees categorized by department.
Partner Model Project - Teamed with outside counsel to
develop/update policies, procedures, and legal documents related to
Partner Model for HER and Realty Services offering made to qualified
Real Living agents to purchase HER or Realty Services units. Ensured
compliance with FTC and SEC regulations and directly managed Partner
Model documents for RL Realty Services for long-term, 8-month
project. After Real Living purchased by Brookfield 11/2009, HER and
Realty Services became franchisees of Real Living Real Estate, LLC
and Partner Model now managed by HER management.
License Transfer Project - After Real Living formed new legal
entity, Real Living, LLC (early 2009), worked with Dept. of Real
Estate to transfer ~36 branch offices and ~800 agent real estate
licenses to newly formed LLC. Once transfer complete, agent licenses
created/delivered to corporate office prior to deadline in order for
Real Living to continue to do business.

REALOGY CORPORATION (www.realogy.com) - Parsippany, NJ

Worldwide leader in real estate franchising, brokerage, relocation,
and title services. Franchisor for Century 21, Coldwell Banker, ERA,
Better Homes and Gardens, and Sotheby's. Employs >15K with >$3.9B
annual revenues.
Director - Regional Service (2002 - 2007)
Brought onboard as Regional Service Director for OH and IN region
and worked closely with Legal, Marketing, Franchise Administration
and Learning staff to run region and with numerous third-party
preferred vendors to coordinate franchisees' tools/services. As
contact for >140 broker/owners of Century 21 franchises, provided
owners high-level assistance in revenue expansion, organizational
growth, exit strategies, operational procedures, business plan
development, technology use, and marketing.
Also assessed growth opportunities, developed bi-annual regional
business plans, resolved contract issues, negotiated renewals, and
partnered with Sales on mergers/acquisitions and new sales. Assisted
Franchise Administration with renewals, relocations, terminations,
and assignments and routinely developed/trained franchise owners in
operational procedures as well as agents in sales/marketing
techniques and sales tool utilization. Developed/administered
~$4.5K/mo budget for travel, events, and training programs and served
as corporate representative within each of 3 regional Broker Councils.
Notable Achievements:
* Improved productivity, efficiency, and performance through
teaming with Franchise Sales Director to close new sales by
demonstrating franchisors' tools, systems, and services (many RSDs
throughout country adopted similar approach).
* Played instrumental role in increasing regional revenue 6% ($111M
to $118M), achieved 111% franchise renewal rate ($16M), and reduced
accounts receivable for franchise, national advertising, and royalty
fees 30% ($323K to $226K).

ZEE MEDICAL (www.zeemedical.com) - Irvine, CA

Number one van-based North American provider of occupational first
aid and safety products, training, and services to customers in
workplaces such as manufacturing plants, offices, construction sites,
restaurants, and hotels. Employs 830. McKesson Corporation subsidiary.
Account Executive (2001 - 2002) - Columbus, OH
Accepted challenge to market OTC medications and generate medical
equipment sales (e.g., automatic external defibulators) throughout OH
to all types of business by calling on existing and new accounts
(through referrals and contacts). Also conducted customer training,
performed workplace evaluations in order to recommend
products/services, and worked closely with Zee reps to schedule post-
sale deliveries.
Notable Achievements:
* Pinpointed best application for products/services by conducting
customer training and workplace evaluations.
* Developed new accounts and increased market penetration within
existing accounts by performing field promotions and innovative
marketing functions.
* Secured several new clients before lay-off (despite price points
significantly higher than competition's) by contacting key decision
makers (through research or referrals), establishing solid business
relationships, and delivering exemplary customer service.

COMPETITIVE EDGE MARKETING RESEARCH - Columbus, OH

Provided in-depth, detailed (yet concise) reviews of new home
builders' model homes, communities, and sales/customer service reps
onsite, via telephone, and through Internet and offered professional,
confidential, and accurate competitor evaluations.
Owner & Consultant (1996 - 2001)
Created startup from ground zero. Personally completed local
assignments and enlisted 6 - 10 independent contractors for out-of-
state assignments.
Notable Achievements:
* Grew boutique business from 0$ to $50K net revenue/yr (by 1999)
servicing 24 national home builders with assignments in 8 states and
18 cities.
* Completed evaluations for all national client's communities in
multiple states and all telephone and web-based customer service
personnel on time and under quote.
* Significantly improved productivity by utilizing independent
contractors in order to accept out-of-state assignments and reduced
expenses by paying flat fees for assignments.
* Maintained sterling reputation for dependability by completing
evaluations/reports by dates promised (never missed a deadline), by
providing prompt, efficient service and quality product, and by
personally reviewing every report.

EDUCATION
CAPITAL UNIVERSITY - Columbus, OH
Master of Business Administration
OHIO DOMINICAN UNIVERSITY - Columbus, OH
Bachelor of Arts, Business Administration

Keywords:
Client Relationship Management Director, Services Director,
Operations Director