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Work experience

Aug 2008Present

Head of US Business

IE TelcoSolutions
Drove and/or created all marketing initiatives to include: sales literature, agent agreements, customer presemtations, investor presentations and contracts. Efforts in the first four months have resulted in contracts potentially worth $20 Million, in the telco, enterprise, and state government arenas. Additionally, $500,000 funding has been secured.
Jan 2008Present

President

ANEW., LLC
Self employed. . Advising new telecommunications businesses to the US by strategic Consulting, including business plan & sales strategy development. business structures, and structuring commercial transactions.
Oct 2006Dec 2007

SVP - Business Operations and Development

NuVox

Commanded $204 million operating and $54 million capital expense budget, spearheading talented teams in the implementation of enterprise offerings . Provided strategic, financial, legal and negotiations expertise for corporate development initiatives. Devised and executed strategic and tactical action plans, utilizing a business approach to focus on improving financial performance, establishing long-term growth, and building top-performing team to drive achievement of corporate objectives. Orchestrated due diligence reviews for M&A activities in cooperation with outside financial advisors, accountants and legal counsel. Led management team in identifying and correcting problems, reducing and streamlining overhead expenses, strengthening productivity, overhauling and improving operating processes and systems, and resolving quality issues.

Nov 2000Oct 2003

Senior Vice President

Equant
Oversaw performance of global corporate and private customer networks in 140+ countries worldwide. Managed service, network, and infrastructure hardware providers on a global basis. Directed network management and customer care centers around the world, building dynamic operations team of 1,000+ employees in 100 countries. Established and executed global security practice, including internal network and data security, physical property security, and employee investigations. Partnered with sales and marketing departments to enhance service offerings and products, increase revenue, and maximize customer satisfaction. Specific Accomplishments • Restructured daily operations of network management centers, eliminating ‘24/7’ work schedules in multiple locations, leading to 20% cost reduction and improved employee morale. • Led company to achieve Telemark’s highest honor of ‘Best in Class’ for customer satisfaction in 11 of 15 categories.
Nov 2000Oct 2003

Senior Vice President

Equant
Held full responsibility for all customer care functions, managing $500 million dollar budget and directing global operations in 100+ countries. Guided corporate expansion and development during and after merger with 2 international companies. Delivered and maintained impeccable customer service during transition. Provided decisive, proactive operating leadership for 5000+ global employees. Introduced and implemented best practice work procedures.Implemented operational metrics and reporting procedures. Specific Accomplishments: • Streamlined operating infrastructure, consolidating 11 Global Customer Service Centers (GCSCs) and 50+ remote helpdesks into 5 GCSCs. • Spearheaded successful migration to unilateral CRM platform, effectively creating and adopting common practices. • Delivered $200 million savings and slashed staff requirements by 2,000 by eliminating personnel and functional duplication and implementing cutting edge technical and software-based solutions.
Nov 2000Jul 2002

Vice President

Sita/Equant Joint Venture
Combined field operations, customer service centers and helpdesk functions into single organization, which increased customer service and improved satisfaction. Created a management infrastructure to accomplish aggressive goals and consolidated all chartered functions to meet customer requirements. Consolidated the remote helpdesks worldwide (160+) into five (5) major GCSCs which improved service and performance. Instituted reporting and measurement systems to monitor progress and goal attainment. Created new Key Performance/Quality measures, both internal and customer facing, bringing focus to a positive customer experience.
Mar 1999Mar 2000

Division Manager

AT&T
Created a managed services center, aligned focus from products to customer. Deployed measurement system to improve handoff from provisioning to maintenance.
19861998

Director

MCI
1. Director - Global Network Operations 1997 - 1998 2. Director – Technical Service Centers 1996 - 1997 3. Director – Technical Services 1991 - 1996 4. Senior Manager– Large Account Customer Service 1988 - 1991 5. Senior Staff – Network Services 1987 - 1988

Summary

Results-driven executive manager with more than 20 years experience impacting the visibility, profitability, and operational performance of some of the largest telecommunications and high-tech service providers in the world. Highly organized self-starter with excellent track record of delivering strong revenue and profit results in start-up, turnaround and high-growth organizations. Skillful at empowering employees to highlight individual aptitudes while collaborating as a unit. Adept leader, strategic planner, and creative developer with effective customer-service skills and demonstrated ability to architect tailor-made client solutions, build relationships, communicate solution strategy and product offerings, and provide technical expertise, support, and training to staff and customers.

Strengths:

Team Leadership, Mentoring, & Training · Change Management · Budget & Resource Allocation

Mergers & Acquisitions · Operational Streamlining · Business Development · Outsourcing Insourcing · Cost Reduction · Product Development · Relationship Building · Contract NegotiationEmployee Relations · Data Center Management and Development · Strategic & Tactical PlanningInternational Business · Voice Technology Convergence

References

Jim Ahern

“It's been my good fortune to know and work with Steve for nearly 20 years. He is quite simply one of the most knowledgeable, creative, and hard working businessman I've had the privilege to know. From what began as a purely business working relationship, our significant friendship has developed. I count Steve as one of my closest associates and he has my highest professional recommendation. He will be an asset to whatever company he decides to join.”

Kelly Goering

“I recommend Steve because of his professional and strategic view of what is best for an organization. Steve was my VP at NuVox and always listened to your point of view, and pushed you to think of how to improve a situation. He does not believe in status quo, but is very conscientious and always offers a little humor to any situation. I think Steve looks out for the good of the organization and truly strives to put that business on top.”

Gordon Couttie

“Steve has the strategic vision, the entrepreneurial skills as well as the technical , customer and people focused skills necessary to be a sought after leader of change and improvement across global businesses and markets.”

Jack Norris

“I've had the opportunity to work with Steve in three venues that include NuVox, Equant/Orange and the SITA-Equant JV. Steve is the consummate professional who is focused on delivering superb customer service in a cost effective manner. He has both domestic US and International telecom experience which entails customer and personnel located all over the world. He makes it happen!”

Steve Yager

“Steve is one of the most customer and employee focused executives I have ever met. While working for Steve, he taught me how to truly value my employees and their contribution everyday. Steve is innovative and strategic is his leadership style. Steve is unafraid of challenging the status quo while collaborative in his ability to drive change. I would work for him again any day..”

Marty Pantoja

“Under Steve's leadership, the AT&T GCSC underwent both a business and cultural transformation. Focus on value to the customer and quality of the delivery were paramount themes of Steve's executive direction.”

Interest

Reading, family, golf, networking

Skills

Skills
Team Leadership, Mentoring, & Training · Change Management · Budget & Resource Allocation Mergers & Acquisitions · Operational Streamlining · Business Development · Outsourcing Insourcing · Cost Reduction · Product Development · Relationship Building · Contract Negotiation  Employee Relations · Data Center Management and Development · Strategic & Tactical Planning  International Business · Voice Technology Convergence