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Manager Management

Location:
Indianapolis, IN, 46040
Salary:
negotiable
Posted:
July 11, 2013

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Resume:

THOMAS TAYLOR

***** ******* **., *******, ** ****0

586-***-****

ab04eu@r.postjobfree.com

SENIOR OPERATIONS / BUSINESS DEVELOPMENT EXECUTIVE

A strategic senior operations leader with an established record of revenue

and profitability growth, increased productivity through employee

engagement and development, and the building of loyal customer

relationships at all levels. Successful in driving new business growth and

managing complex environments that requires attention to detail, as well as

effective relationship management skills.

P&L Management Strategic Planning

Process Improvement

Revenue Growth Employee Satisfaction

Customer Satisfaction

Relationship Management Six Sigma Yellow Belt

Multi-Account Management

PROFESSIONAL EXPERIENCE

PITNEY BOWES MANAGEMENT SERVICES

Director, Client Engagement - North America

01/2012 - present

Chosen to lead and advance client engagement activities for State and Local

Government and University accounts across North America, with P&L

responsibility exceeding $17.5 million annually. Provide leadership and

guidance to the operations teams delivering contractual services in mail,

document management, production print, reprographics, document imaging and

administrative support services.

. Develop critical relationships with strategic business partners,

strengthening the customer experience and ensuring client retention.

. Drive growth opportunities to provide additional service and

technology solutions to meet customer business goals and objectives.

. Exceed annual revenue and margin targets through business development

initiatives, process improvements and operational efficiencies.

Senior Enterprise Manager, National Operations 01/2010 -

01/2012

Selected to lead and grow one of PBMS' largest commercial insurance

accounts reaching across 20 locations in 15 states with a team of exempt

direct reports and 200 employees. Directed national operations for mail

services, production print, reprographics, document imaging, administrative

support services and customer specific support services. Developed critical

relationships with strategic business partners; driving growth

opportunities for additional service and technology solutions, while

driving the customer experience and satisfaction.

. Consistently delivered double-digit performance against target, with

2011 performance exceeding annual revenue target by 12% and

profitability target by 38%.

. Achieved additional growth of $3.6 million in annual revenue.

. Delivered an aggregate customer cost savings of $600k; 160% of

contractual goal by generating operational efficiencies that reduced

headcount, moved manual processes to automated solutions and

implemented best practice mail solutions to decrease postage costs.

. Achieved employee satisfaction score of 4.1 out of 5.0; a 17% increase

year over.

National Operations Manager 09/2004 -

01/2010

Chosen to direct and grow enterprise operations for a global financial

organization in 12 states with a team of exempt direct reports and 102

employees. Services included mail services, production print,

reprographics, document imaging, administrative support services and

customer specific support services.

. Consistently created a customer experience that exceeded customer

expectations, met business goals and ensured customer satisfaction.

. Secured a non-competitive, five-year contract totaling $17.2 million.

. Exceeded revenue and profitability targets by 10-12% for six

consecutive years.

. Achieved double-digit, year-over improvement in employee satisfaction

scores, achieving 4.5 out of 5.0

. Increased revenue by $3.3 million over three years.

THOMAS TAYLOR - Page Two

Senior Manager

04/2001 - 09/2004

Selected to lead and grow regional operations for one of the largest auto

manufacturers with a 200-member team including 13 exempt in six states.

Services included mail services, production print, reprographics, document

imaging, administrative support services and customer specific support

services.

. Consistently exceeded revenue targets by 10-15% and profitability

targets by 20%.

. Reduced head count by 15% while increasing productivity and

profitability.

. Maintained the highest customer satisfaction rating of 5.0 for six

consecutive years.

. Co-Directed the ISO 9001-2000 registration initiative for Southeast

Michigan operations covering 39 locations.

. Improved employee satisfaction scores year over by 13%.

IRON MOUNTAIN RECORDS AND INFORMATION MANAGEMENT

Recognized as the leader in information management services.

Operations Manager

05/1999 - 12/2000

Selected to lead and grow the operations of a seven-warehouse district

including facilities management. Directly responsible for warehouse

operations staff, as well as Transportation and Data Entry Departments

totaling 70 team members.

. Integrated two local records management businesses into the Iron

Mountain operating structure.

. Increased warehouse productivity by 30% through cross training and

best practice sharing.

. Improved customer satisfaction by regularly joining Account Managers

for customer facing meetings, providing a level of transparency into

the operations of the warehouses.

. Supervised the construction of a 58,000 square foot warehouse

including the supervision of contractors and suppliers. The new

facility accommodated additional growth and the consolidation of two

warehouses yielding increased efficiencies and reducing real estate

costs.

HENRY FORD HEALTH SYSTEM

Manager - Vehicle Services and Materials Management

03/1989 - 11/1997

Chosen to lead and direct the operations of a 1,100 vehicle corporate

fleet, as well as Transportation Services supporting 69 system locations

and five hospitals in the Greater Detroit area.

. Increased Transportation efficiency by 22% through operations analysis

of workflows and route structures.

. Managed annual operating budget of $7.2 million, exceeding cost

control goals by 17%.

. Directed a reduction-in-force initiative that produced great

productivity, while decreasing staff counts by 30%.

. Reduced capital expenditures by migrating the corporate fleet from a

purchased/owned fleet to a lease fleet through a partnership with Ford

Motor Company, saving an average of $10 million annually.

EDUCATION

. MBA - Business Administration Indiana Wesleyan

University

BA - Business and Healthcare Administration Concordia University

. AS - Business Administration Macomb Community College

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