Customer Service Management

PHILIP G. DUNPHY

*********@***.***

** ******** ***** *: 917-992-

1957

Trumbull, CT 06611 H: 203-452-

1640

Executive Summary

. An accomplished executive with domestic with international experience

in strategic development, negotiations, team building, implementation,

and technology innovations for the categories of business travel and

meetings management.

. Results orientated thought leader recognized for developing strong

strategic BPO partnerships. Excellent problem solving, analytical,

communication, and creative skills, which consistently deliver on

building a quality, assured business.

. Customer focused advocate with a proven track record delivering

quality customer service through multiple BPO strategic partners.

Drives change management and compliance through education and

consensus building.

Key Accomplishments

. Led the strategic development, procurement, implementation, and

management for Pfizer's $800M + business travel spend and expense

management technologies.

. Effectively led Pfizer's internal teams and preferred vendor network

through two major global mergers and several smaller divestures.

. Negotiated and nurtured key strategic partnerships with a constant

drive towards a business consolidation delivering over $180M in annual

cost reductions.

. Built solid long-term strategic global BPO partnerships with corporate

card, expense management technologies; call center support teams, and

security/ emergency response teams.

. Led the strategic design team and consolidation efforts of Pfizer's

$700M+ in meetings spend. Responsible to manage to the Board of

Directors and C-level off-site meetings.

. Vice-Chair of the National Business Travel Association Foundation,

which developed the industries first, Global Leadership Program in

partnership with the Wharton School.

Professional Experience

Consultant (2008-present)

Performed a six-month engagement for a global financial company to develop

a marketing plan for a new BPO offering.

Engaged to provide SME advice on business travel and meeting management

technologies, as well as, analytical analysis and proposal reviews.

Pfizer Inc. (1994-2008)

Senior Director, Global Travel and Meetings Management

Strategically designed and built a value driven global organization for

Pfizer, through the development of internal and external strategic

alliances. Led the internal team and strategic partners through two key

M&A activities keying on harmonization and efficiency gains. The 1994 model

was built to meet the needs of an $80M regional spend; transformed the

model to a global operation of $825M in spend while processing six million

transactions per year. The global team consisted of eight Pfizer

specialists, and 190 dedicated employees contracted through strategic

partners.

PHILIP G. DUNPHY

*********@***.***

41 Brewster Place C: 917-992-

1957

Trumbull, CT 06611 H: 203-452-

1640

Pfizer (continued)

. Developed a network of internal global advisors in 48 markets to write

and recommend travel and meeting spend policies and procedures for C-

level executive approval. .

. Negotiated and implemented several dozen strategic partner contracts

and service model improvements, which significantly contributed to the

$180M in annual savings.

. Led the effort to develop the strategy and present the business models

to leadership to implement a business process to manage $750M in

meetings spend.

. Leveraged self-service models for business travel and meetings

management to achieve additional efficiencies and cost avoidance

savings. This was accomplished through the introduction and

integration of 3rd party technologies.

. Developed and worked effectively with Corporate Security, Human

Resources, Internal audit and Global Ops to develop a global tracking

and emergency response team for employees. (I.e. S.E. Asia Tsunami,

Lebanon conflict, pot hole explosion in New York)

. Continuously sought customer feedback to identify areas for improved

colleague satisfaction. Established clear service metrics and

S.O.W.'s in the effort to design and enhance a service model to assure

strong performance from strategic partners.

. Developed and recommended program improvements and sought consensus

from the corporate executive team to develop the strategy and

governance of Pfizer's policy and procedures, as well as philanthropic

endeavors.

. Continuously refined compliance programs (design, and administration)

to ensure alignment with corporate and regulatory guidelines reducing

spend by $8M per year.

. Managed initiatives to integrate and seek out synergy saving during

two major acquisitions, and similarly led efforts associated with

several divestitures.

The MITRE Corporation (1988 - 1994)

Manager, Travel, Transportation and Accounting Office

Led a multi-functional team that provided direction and support for

business travel, transportation, fleet management, and the associated

accounting operations for MITRE Corporation, FFRDC (federally funded

research and development company).

. Working in a highly secure environment, led the effort to consolidate

travel services and accounting operations and support a 100% audit by

the government.

. Managed the executive transportation and fleet programs increasing

productivity by 50% with no significant budget increase.

.

Texas Air Corporation / Eastern Airlines / System One (1979

- 1988)

Senior Marketing Automation Consultant

Responsible to market new direct access technologies to key accounts and

to implement new products to the travel agency and cruise industry.

Through much excitement and effort the company gained 25% market share in

an agency community of 27,000 within four years.

. Led a six-member account team, handling high profile accounts;

achieved 99% account retention.

PHILIP G. DUNPHY

*********@***.***

41 Brewster Place C: 917-992-

1957

Trumbull, CT 06611 H: 203-452-

1640

.

Education

The Wharton School

Global Leadership Program, Strategic Alliances, Developing Your

Leadership

University of Massachusetts

Bachelor of Science, Management

Bachelor of Science, Psychology

Pfizer Inc

Situational Leadership, Frontline Leadership, Center for

Creative Leadership, Leading Edge

Recognition

Team named Best European Meetings Practitioners. 2006

Top 25 Most Influential Meetings Executive, 2005

Best Business Travel Practices: Global Airline Bidders Program, 2004

Best Business Travel Practices: Global Corporate Card Program, 1996

Best Government Contractor Program, 1992

Corporate and Civic Involvement

Junior Achievement: Annual Dinner, Bowl-a-thon, Golf Committees

Tilton School: Fundraising Committee

Coached Peewee Hockey and Soccer

Industry Advisory Council: National Business Travel Association.

Institute of Business Travel Management: Vice Chair

National Business Travel Association: Finance Chair

Global Advisory Board: American Express Travel Related Services

Corporate Advisory Board: Continental Airlines

Society of Travel Agents in Government: Board of Directors

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