Director, Customer Solutions & Portfolio Management | Ericsson | Houston, TX | December 2012 - Present
Oversees $250M revenue stream. Responsible for strategic planning, product development, sales enablement, account management, performance optimization and talent development. Manages 18 FTEs and 45 contractors.
§ Developed and executed strategic growth plan; grew revenue from $500M to $900M in 5 years.
§ Architected new sales collateral and championed SOPs; procured 8 new projects, valued at $400M.
§ Revamped existing product portfolio; increased average annual sales volume by 150% in 6 years.
§ Optimized project management; improved on-time delivery from 89% to 99% within 6 months.
§ Streamlined product development function; raised margins from 12% to 18% over 12 months.
§ Enhanced existing client relationships; achieved 100% retention, protected $500M in revenue.
§ Replaced bankrupt supplier; transitioned 150 at-risk cell sites within 6 months, saved $300M.
§ Accelerated technology infrastructure upgrade by 60 days; mitigated $100M in pending FCC fines.
§ Mentored and coached 10 employees; facilitated 3 leadership promotions over a 6-year period.
Head of Managed Operations | Ericsson | Reading, United Kingdom | August 2010 - December 2012
Oversaw 4 wireless networks, valued at £350M. Responsible for strategic planning, operations management, performance optimization, process improvement, IT support, talent development and P&L. Managed 650 FTEs.
§ Championed continuous improvement initiative; boosted network reliability by 20% in 36 months.
§ Upgraded leadership and quality standards; grew network reliability from 90% to 96% in 12 months.
§ Championed meetings and communication; elevated employee satisfaction by 25% within 1 year.
§ Expanded staff and reduced contract labor utilization; improved YOY margins by 18% on $350M.
§ Revitalized trust between field representatives and operations center; cut response time by 12.5%.
§ Automated front-office operations; decreased customer escalation frequency by 50% in 6 months.
Director, Customer Service & Delivery | Ericsson | Overland Park, KS | August 2007 - August 2010
Oversaw 60K orders, 12K customers and $35M in revenue. Responsible for operations, customer service, process improvement, database management, performance optimization and talent development. Managed 400 FTEs.
§ Cultivated customer-first culture; netted 20% increase in customer satisfaction within 12 months.
§ Launched new ordering SOP; accelerated cycle times from 60 days to 30, netted $10M cost savings.
§ Streamlined customer escalation process; accelerated response times by 10% over a 6-month period.
§ Initiated monthly team building activities; improved employee morale rating by 15% within 12 months.
§ Voluntarily mentored 6 high-potential managers; facilitated 2 director promotions over a 2-year period.
§ Bolstered relationships with 8 global executives; improved on-time delivery by 90% within 3 months.
Director, Access & Backhaul Operations | Sprint | Overland Park, KS | November 2001 - August 2007
Oversaw $4B annual budget. Responsible for strategic planning, operations management, capacity management, cost controls, network optimization, project management, finance and budget management. Managed 120 FTEs.
§ Analyzed network access entry and reallocated workflows; achieved $200M cost savings over 5 years.
§ Implemented dark fiber access rings and rerouted service; achieved $800M cost savings in 60 months.
§ Revamped access management function; improved availability by 50%, capacity by 20% in 18 months.
§ Championed employee change management initiative; elevated YOY team morale from 78% to 95%.
§ Spearheaded merger transport analysis; netted $500M costs savings (200% of objective) in 8 months.
§ Enhanced vendor relations; improved viable supplier volume by 45%, netted $120M revenue growth.
Director, Sales Support | Sprint | Overland Park, KS | February 1998 - August 2001
Oversaw 13 state $8B Midwest region. Responsible for business development, sales enablement, customer service, installation and billing support, talent development and mentoring. Managed 180 FTEs.
§ Optimized communications; boosted customer satisfaction level from 81% to 97% in 8 months.
§ Authored and deployed customer retention strategy; grew revenue by $40M over 36 months.
§ Championed intra-company collaboration; reduced order returns by 60% within 12 months.
§ Revitalized 10 sales partnerships; boosted compliance and growth by $15M over 18 months.
§ Revamped order process; decreased up-front error rate by 50% over 12 months, saved $7M.
§ Mentored 4 Managers; Implemented a personal development plan resulting in two promotions in 2 years.
Branch Customer Support Manager | Sprint | Cincinnati, OH | March 1992 - February 1998
Technical Account Consultant | Sprint | Cincinnati, OH | June 1989 - March 1992
§ Bachelor of Business Administration, Baker University, Baldwin City, KS.
§ US Army, Electronics, Microwave Systems repair & Technology, Augusta Signal Corp., Augusta, GA.
§ Six Sigma Champion, Johnson County Community College.
§ Spin Selling, Business Relationship Management.
§ Operations: Process Mapping, SOP Development, KPI Dashboards, Continuous Improvement.
§ Customer Service: Customer Relationship Management, Customer Life Cycle Management.
§ Sales Enablement: Salesforce.com CRM, Product Demonstrations, Sales Presentations.
OPERATIONS LEADERSHIP & GENERAL MANAGEMENT
Poor leadership deteriorated margins and employee morale. Interviewed staff, evaluated customer experience, identified communication gaps and cost over-runs, formalized strategic plan, established SOPs, facilitated weekly meetings and championed continuous improvement. Boosted morale by 25%; raised margins by 18% over 3 years.
PROCESS IMPROVEMENT & PERFORMANCE OPTIMIZATION
Operational inefficiencies led to excessive cost and wasted resources. Mapped existing infrastructure, pinpointed redundancies and network elements, outlined optimization growth model, deployed new technology, revamped processes and restructured management team. Decreased operating expenses by 15% ($600M) within 5 years.
VENDOR/SUPPLIER RELATIONS & CONTRACT NEGOTIATION
Poor supplier relations and outdated contracts led to inflated costs. Organized monthly supplier reviews, interviewed key stakeholders, analyzed existing contracts, discovered cost savings opportunities, explored alternative vendors and oversaw contract negotiation. Renegotiated/procured 55 total contracts; achieved $150M savings in 5 years.
ACCOUNT MANAGEMENT CALL CENTER OPERATIONS, & CUSTOMER SERVICE
Subpar customer relationships resulted in excessive account attrition. Interviewed regional support managers, pinpointed largest at-risk clients, developed salvage plan, revamped client relationships, architected retention incentives and oversaw deployment. Cut attrition from 10% to 0%; grew revenue from $300M to $340M in 3 years.
STRATEGIC PLANNING & PROGRAM/PROJECT MANAGEMENT
Industry disrupting acquisition necessitated integration of two global operations. Assembled team of analysts and engineers, analyzed infrastructure, identified network overlaps and redundancies, facilitated data sharing and choreographed market implementation. Generated $500M cost savings in 18 months (surpassed goal
Operations Management | Customer Support Management | Escalation Management |Call Center Operations| Process Improvement | Project Management | Product Development | Performance Optimization | Strategic Planning | Change Management | Sales Enablement | Vendor & Supplier Relations | Contract Negotiation | Talent Development | Coaching & Mentoring | Portfolio Management | Mergers & Acquisitions | Budgeting & Forecasting | Cost Management | P&L