THOMAS TAYLOR
***** ******* **., *******, ** ****0
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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