Joanna Redding

Senior Leader | Driving operational transformation through financial and performance improvements

Experience Overview

Authentic, agile leader driving customer service excellence leveraging diverse operations, marketing, and implementation expertise.

➢ Expert in Cost Savings

➢ Strong Record of Strategic Responsibility

➢ History of Process Improvement Successes

As an award-winning leader, I have been the catalyst for multi-million dollar bottom line impacts for a mature Fortune 500 company, as well as proven innovative successes in startup environments. Having over 20 years of Senior Operational Leadership experience affords me best practice successes with the ability to work within budget restraints. More importantly, I have consistently brought strategic market-driven focus and tactical direction to the operations I have led.

I see the bigger picture without losing sight of the details and the customer experience, and implement sound business principles with intentional structure, resulting in highly successful initiatives and substantial organizational turnarounds. Committed to business health and employee satisfaction, I identify smart resources and allow them to grow deeper in what they do best.

Quantifiable Skills: Cost Savings • Client Focus • Process Improvements • Operational Reorganization & Systemization • Team Development • Vendor Management • Internal Consultant/Trusted Authority • Strategic Alliances Internal Controls • Marketing • Data Driven

Work History

Work History
Jan 2008 - Present

Manager, Vendor Mgmt

Sprint Nextel

Career span of >20 years fostering the evolution of Sprint. Know for agile approach to intense, results-driven environments. Multiple operational roles included creating and implementing customer improvement initiatives, to managing 300+ team at vendor call center, and $1B network vendor contract.

Select success highlights:

== Handled $500M contract amendment, numerous SOWs valued at $15-20M each, and change requests valued at >$100M.

== Led team that developed solution to boost customer retention by 18%, and >1.26M subscribers, to generate an additional $368M in net income over 2 years; won a coveted award reserved for less than 1% of 35,000 employees.

== While managing a call center, shaved the average call handle time to 190 seconds, far exceeding goal of 300 seconds, additionally creating automation for a $24M gain.

== Improved upon standard practice of accepting vendor’s measures of their own success by customizing a scorecard with selected metrics designed to hold vendors accountable.

== Set up multiple operations from scratch, and closed underperforming branch, saving $6.3M. Earlier Experience Includes: Data Operations Manager, Sprint Local Telephone Division.

Jan 2006 - Jan 2008

Marketing Manager, Local Markets

Embarq

Led a team of 8 professionals with responsibilities for events, sponsorships, competitive response programs, grassroots and guerilla marketing initiatives in 18 states within the local franchise. Directly managed a $2M annual budget in support of local initiatives.

Select success highlights:

== Created and led a senior executive governance program that partnered the 13 key enterprise executives with each of the local markets.

== Aligned local market objectives with quarterly executive presentation that included ops and issues reviews as SWOT analysis for each market. Addressed national campaigns and market selections for lead marketing offers.

== Drove traffic/promoted the brand. Assured major presence at key market events with a 'promotions focus' on under-penetrated markets with heavy-up advertising.

== Managed $2M local marketing efforts and influenced a multi-million dollar national marketing budget penetrating 18 states.

== Nominated by team members and won President’s award for attitude; 75th winner out of 18,000 employees over five years.

Jan 2002 - Dec 2006

Data Operations Manager

Sprint Local Division

Defined and developed new reports, processes, and controls to manage the growing DSL product for the local telephone division of Sprint. Managed 3 professionals with responsibilities for data mining, report generation, and variance analysis.

== Improved sales results by over 50% with reporting for agent-level performance results.

== Reduced DSL customer product churn 20% with Save Desk offer strategy while leading DSL Churn Reduction Task Force.

== Gained more than $1M in cost savings with process improvements in DSL promotional fulfillment processes.

Education

Education

BS, Accounting

Florida State University - College of Business