I have directed and managed all aspects of Service Delivery, Sales Operations, and Field Operations with an emphasis on driving revenue goals while delivering industry leading customer satisfaction results. These broad but extensive skills I have learned over the past 15 years have enabled me to be innovative and disciplined at process improvements, and an expert in building winning teams. Successfully provided direction during periods of both exponential growth and decline, starting up operations, closing operations, and providing seamless change management. If you are in need of a game changer in a leadership position that can take you where you want to be, let’s have a conversation about what my abilities can do for your top and bottom line successes.
- Intense Focus on Customer Experience with Impressive Results
Responsible for opening of Houston sales branch in 2004 and quickly ramping up sales and installs to over $2.9 Million in new customer revenue. This ultimately led to one of the fastest and most successful market launches out of 14 branches. Received coveted company-wide award for superior market performance and developing cost reduction processes. Was selected from my peers with the Operation Excellence Award in 2007 for exemplary Service Delivery metrics and leadership. Catapulted the Houston market from $13M to over $50M Revenue growth within 5 years. Increased personal responsibility by being promoted to Regional Operations Director in 2008. Led Customer Satisfaction scores for the region year after year.
- Strategic Leadership Resulting in Margin Improvement
Worked in tandem with VP/GM in each branch to accelerate customer growth from 5,000 SMB to over 60,000 within 8 years and installation timelines of less than 30 days. Developed key relationships with Sales Operations to reduce paperwork errors and cancellations from over 20% to less than 10% company-wide. Worked with senior leadership to assist and manage many new market launches including Los Angeles, San Diego, Detroit, Minneapolis and Washington DC. Responsible for maintaining internal Service Delivery metrics to reduce cost to install with personal monthly revenue forecast quotas of over $300,000.
- Strong Record of Developing Processes from the Ground Up
Systemized and standardized the protocol for Service Coordinators that were responsible for managing the new service implementations. Developed job responsibilities for Service Coordinator 1 position in all branches. Trained and developed branch personnel that included Service Coordination, Operations Directors, Field Service Managers and Quality Control Administrators. Personally helped launch many new products and services over 10 years, most notably were Metro-Ethernet, Mobile, Smart Start, Managed Services, and Cloud Services. Developed Service Coordinator recognition program as well as the initial progression model for personal development.