Download PDF

Summary

Operations, Supply Chain, and Customer Service professional with a track record for success. A natural, proactive leader and problem solver who is able to see a situation, assess it, develop a plan, and put the plan into action to effect positive change. A proverbial "go to" individual who can address today s issues while still building for tomorrow s challenges and needs. A versatile team player who develops high level strategies along with innovative, cost-effective solutions for enhancing competitiveness, increasing revenues, and improving customer service offerings.  Key qualifications include:

  • Strategic Planning & Budget Management
  • Leading Change
  • Developing Talent
  • Building High Performing Teams   
  • Process Improvement including Six Sigma and Lean
  • Customer Service & Satisfaction
  • Project Management
  • Supply Chain Optimization   
  • Building Strategic Relationships
  • Problem Solving
  • New Systems Design & Implementation
  • Industry Thought Leader

Work History

Senior Consultant

Sand Cherry Associates
Denver, CO Senior Consultant Lead operations, customer service, supply chain and field service engagements for Fortune 500 clients. Improved scheduling efficiency for large cable operator by 20%
20122016

Director of Operations

West Safety Systems
Longmont, CO Director of Operations Leader of help desk operations for 911 call handling equipment and software receiving 40% of U.S. 911 calls. Reduced help desk backlog by 85% Achieved 50% improvement in number of tickets resolved in two business days Reduced average resolution time by 66% in six month timeframe Implemented business intelligence tool(Tableau) in two weeks to drive process improvement Transformed team culture, creating a positive atmosphere that nurtures individual growth
20112012

Director of Customer Care

Jawbone
San Francisco, CA/Denver, CO Director of Customer Care & Logistics Global responsibility for outsourced call centers, warranty parts, forward & reverse logistics, and web store fulfillment for rapidly growing consumer electronics company. Reduced logistics cost by 35% while improving delivery Readied global sales and service partners for all product launches Sourced and implemented two new call center partners to improve scale and quality of service Reduced customer care cost per call by 26% in 6 months Integrated supply chain systems via APIs and other linkages to improve information flow
20102011

Independent Consultant

Jawbone
Independent Consultant-Denver, CO Service Improvement Strategy Created action plans to address field service issues Identified opportunities for client to improve service and reduce costs by 20%
20082010

Vice President of Operations

Pendum
Denver, CO Vice President of Operations Responsible for ATM field service technicians and customer call center. Led field service strategic planning including the evaluation of M&A targets and establishment of standard pricing & market offerings. Developed and executed field reorganization plan resulting in $2. 75 million in annual cost savings Improved field service levels 15% in 3 months Lead product management and restored profitability via restructuring of product offerings Member of business development team-won $10 million in annual revenue Created cost benefit analysis for routing & scheduling software system and managed RFP Increased call center service level attainment from 30% to 90% and decreased costs by 25%
20062008

Manager

Avaya
Denver, CO Global Customer Satisfaction Director Led Global Customer Satisfaction programs for Avaya's Global Service Delivery organization including JD Power certification. Served as internal consultant to help service teams identify and drive improvement. Managed JD Power audit resulting in certification for providing outstanding service(link) Developed Avaya's Customer Satisfaction strategy for global call centers Improved Customer Satisfaction 25% in 6 month time frame Reoriented organizational culture to focus on Customer Satisfaction Implemented proactive status notification tool to reduce inbound calls by 5-10%
20042006

Field Service Director

Avaya
Dell-Austin, TX Field Service Director Managed U.S. field labor force of~ 4000 outsourced technicians totaling $200 million in annual spend. Achieved 25% improvement in customer satisfaction for field service operations Negotiated annual contracts with 3rd party service partners resulting in multi-million dollar savings Developed partner management reward/penalty model driving accountability & ownership Created Client Command Center to proactively manage service events ensuring on-time delivery Reduced customer escalation rate by over 50% Implemented resource planning system resulting in 95% forecast accuracy Launched outsourced call center to support field technicians while at customers' location Promoted multiple direct reports and recognized for ability to hire and develop talent
20042004

Program Manager

Avaya
Global Program Manager Responsible for Dell's Server & Storage systems recall programs spanning call center, fulfillment and field service operations. Created forecasting process for call center, dispatch and reverse logistics planning Integrated partner systems with Dell's to improve execution Achieved high on-time delivery while maintaining low inventory levels Assembled cross functional team between service, sales, and engineering to coordinate recalls Drove 100% reduction in escalations Led team of 5 direct reports and promoted one team member as my successor Implemented global Phase Review Process for launch of proactive service campaigns
20012003

Strategic Program Manager

Avaya
Strategic Program Manager Responsible for strategic planning and special projects for Enterprise Service Delivery organization Set strategic direction for Enterprise service parts & labor for the Americas Created product roadmap for global parts planning and service event management Authored plans to scale global parts business enabling increased services levels at lower costs Sourced and implemented Latin America commodity repair solution saving $2 million per year
20002001

Supply Chain Strategy Manager

Accenture
Atlanta, GA Supply Chain Strategy Manager Project Highlights Large Telecommunications Provider Saved $12 million in 6 months with redesign of fulfillment and reverse logistics network Forecasted $100 million in savings over next three years due to process improvements Managed team of 5 consultants Global Fiber Optic Equipment Manufacturer Formed five year supply chain strategy to support aggressive growth and reduce costs Identified over $500 million in potential benefits over a five year period Assisted in selling a significant engagement to a large telecommunications provider
19992000

Network Optimization Consultant

Philips Consumer Electronics
Graduate Work Experience-Knoxville, TN Network Optimization Consultant Optimized U.S. consumer electronics distribution network saving $1. 5 million annually
19961998

Lean Manufacturing Analyst

Lockheed Martin
Fort Worth, TX Lean Manufacturing Analyst(Internship) Defined common cost metrics and conducted risk assessment for the Joint Strike Fighter bid Panasonic-Knoxville, TN Design/Project Engineer Managed product development of General Motors speaker systems($15 MM annual sales) Results: Achieved 100% on-time delivery for all deliverables and exceeded all performance targets

Education

M.B.A

University of Tennessee

B.Sc

Virginia Tech
19931995

J.D

20002005

Institute