Highlights of Experience

Cox Communications, Inc. Chesapeake, Virginia (2007-2009)

Director of Care Center Operations. Developed and directed overall residential technical support of all products for CCI’s customer service function. Provided strategic direction to the customer care group and created processes for the implementation of customer care communication tools, procedures and information dissemination. (2 direct reports)

• Increased customer experience % by 3 points over 2 quarters
• Implemented and led 24 by 7 technical support coverage
• Implemented tech support Selling In Support program – Incr. avg. monthly technical sales revenue by 200%
• Implemented employee/management communication strategy - Increased employee morale
• Decreased customer call in rate and time to repair – strategic partnerships with executive peers
• Created/Implemented leadership development activities - Increased leadership engagement
• Implemented technical work order scrub process and restructured technical support lead team - Reduced unnecessary trouble call truck rolls by 13%
• Managed multimillion dollar department budget - headcount (250 employees), Capital and expenses
• Led system in-sourcing efforts to consolidate technical support call centers – led technical support operations for Hampton Roads, Roanoke, Northern VA, Louisiana, New England and all east coast overnight telephony support

Director of Systems Operations Center. Supported the growth of the system by assuring scheduled video, telephone, data, installation and trouble service calls are responded to in an efficient manner so that customer satisfaction and field productivity goals are met. Managed customer service representatives including telephone correspondence and/or research functions to ensure smooth and effective delivery of service to residential technicians and customers. (8 direct reports)

• Reengineered work force management processes and procedures - decreased Field OPS time for installation or repair from 2 weeks to 3 days
• Reengineering department organizational structure - Increased department productivity and internal customer service scores
• Reduced % contract labor, Field OT, and consequently Field OPS labor expense
• Improved Field OPS metrics: FSR production points, on time guarantee, Field tech completion %
• Served as executive leader in several local and corporate strategic initiatives
• Local initiatives model for national Work Force Management, Routing, and Dispatch team strategies

Chartway Federal Credit Union Virginia Beach, Virginia (2005-2007)

Corporate Director of Operations. Reported directly to the Vice President of Operations with responsibility for the overall operation of the Item Processing, Member Services, Card Services, and Internal Services teams. (5 direct reports)

• Oversaw Credit Union back office operations for 8 States.
• Supervised, coached and developed team of 5 Managers, leads and 50+ employees. Acquired, assessed and developed new talent; and motivated team members to share values and common goals.
• Managed relationship with Federal Reserve and other Operations’ vendors to ensure smooth daily processing. Researched and analyzed services provided to allow for strategic decisions concerning future relationships, products and services.
• Automated and streamlined operational processes, working cooperatively with other departments, to provide more efficient, high quality member service.
• Ensured compliance of operational procedures in conjunction with the Directors of BSA Compliance and Internal Audit. Assessed department risk in conjunction with Director of Enterprise Risk Management.

Johnson & Johnson Raritan, NJ (2001 - 2005)

Pharmaceutical Sales Representative. Responsible for the market share growth of antibiotics, analgesics, and women’s health products.

• Sales success. Ranked #1 in district and region.
• Analyzed data and developed strategies to effectively promote business growth.
• Effectively demonstrated knowledge of OMP products, competitive products and disease states.
• Ability to relay key information to health professionals.
• Managed multi-state sales territory (VA & NC).
• Developed creative marketing tools to gain and maintain business.

Logistics Strategy Analyst/Internal Consultant. Provided strategic direction that drove operational efficiencies for all key Supply Chain stakeholders by improving customer satisfaction, reducing costs, and implementing innovative business solutions that generated marketplace value.

• Enhanced Customer Satisfaction Measurement Tool (Distributor Scorecard)
• Implemented Automatic Customer Order Confirmation System ($71K savings)
• Reduced NJ DC Primary Location Zeros ($100K savings)
• Assisted with NJ DC Process Improvements Black Belt Project ($45K savings)
• Created September 11th Command Center Operational Improvements
• Optimized product locations in NJ DC picking flow lanes ($150K savings)
• Level loaded Dallas DC demand based on customer ship day ($40K savings)
• Led team in Cost/Benefit Analysis of automating the processing of customer fax orders

Education & Training

• University of Pittsburgh School of Engineering – Pittsburgh, PA. Bachelor of Science in Industrial Engineering
• Six Sigma - Black Belt certified