Christopher B. Gordon

***** *. ******* ****** ( Aurora, CO 80016 ( Cell: 303-***-****

( abign4@r.postjobfree.com

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Professional Profile

Chief Operations Officer ( Senior VP, Global Operations ( VP,

Customer Relations

Accomplished senior operations executive with over 20 years of experience

driving incremental revenue, delivering significant cost reductions and

improving operations and customer satisfaction. Proven ability to boost

financial metrics and lead cross-functional teams to surpass corporate

objectives. Business leader who leads programs from conception, develops

competitive strategies and negotiates critical inter-company alliances.

Track record of routinely managing large, geographically-separated

organizations while delivering vision and aligning goals to achieve desired

results. Demonstrated capability to effectively manage multimillion-dollar

operating expenses and capital budgets.

Career Highlights

. Saved $15M+ in network expenses in one year following the integration of

seven acquisitions with potential savings opportunity of up to $150M over

five years. (Level 3)

. Enabled the gain of $35M+ in annual revenue by streamlining the

provisioning process and initiating cross-training programs and ensuring

strict process adherence. (Level 3)

. Recognized by JD Power for best customer service across the industry by

scaling the customer organization as the Company added one million new

customers each year. (EchoStar)

Core Competencies

Strategic Alliance Building Teambuilding &

Leadership Client Services

Project Management Productivity & Performance

Improvements Budgets & Forecasting

Process Re-engineering Cost Reductions &

Profit Growth Strategic Planning

Professional Experience

Level 3 Communications, Inc.

2001 to 2010

$3.7B telecommunications and information services company.

VP, Global Network Services, Planning & Engineering (2006 to 2010)

Reporting to the President of Global Network Services, held complete

responsibility for all planning, engineering, and augmenting of the second

largest fiber network in the world. Full management oversight for a global

$400M capital budget responsible for upgrading and integrating the network.

Managed five organizations comprised of 225 employee owners as well as 100

India-based contractors. Further managed operating and expense budget of

$50M. Developed and managed all third-party and vendor contracts which

accounted for approximately $150M in annual spend.

. Saved $15M+ in network expenses in one year following the integration

of seven acquisitions with potential savings opportunity of up to

$150M over five years.

. Consistently delivered a $400M capital budget on time and under budget

for two consecutive fiscal years.

. Improved customer satisfaction by over 15% (from 56% to 71% ratings)

in under one year by building a new planning team to focus on mid-

market networks and rehabilitate the network.

. Improved customer experiences by reducing installation cycle times by

30%.

. Integrated multiple planning and engineering teams by identifying best

practices and standardizing management, process and systems.

VP, Global Network Services, Customer Care & Delivery (2001 to 2006)

Responsible for the development of relationships with Company's most

strategic customers that contributed 80% of total revenues. Led a team

that identified key performance indicators of importance and developed

custom scorecards. Created service improvement plans as needed and tracked

performance both internally as well as judged by key customers. Held

complete responsibility for the activation and turn up of all new services

including voice,

Level 3 Communications, Inc. (cont'd)

IP data and transport. Worked to improve performance and financial metrics

including cycle time, on-time performance and mean time to restore.

. Enabled the gain of $35M+ in annual revenue by streamlining the

provisioning process and initiating cross-training programs and

ensuring strict process adherence.

. Collaborated with Field and Planning organizations to reduce delivery

intervals (cycle times) by 30% and improve customer experience.

Confidant, Inc.

2000 to 2001

Start-up communications company.

SVP, Operations & Customer Care

Served in key leadership role reporting to the Chief Executive Officer that

contributed value-added expertise, significant cost reductions and growth

within a start-up ISP environment. Developed, designed and assembled a $5M

customer care and service organization. Managed all daily operations

including development, facilities, security, telephony, data, training and

vendor relations.

. Developed venture capital presentations to raise $10M in funding.

Composed business plan draft for strategic direction and funding

initiatives.

. Grew the customer base from zero to 300 in six months and managed

technology infrastructure and internet data center where Confidant

product resided.

. Integrated voice, data, and chat to maximize efficiency in contact

routing and support for customers.

. Oversaw alliance partner relationships, ensuring end-to-end product

delivery.

EchoStar Communications

1998 to 2000

$12B technology provider and satellite services company.

VP, Call Center Operations & Customer Care

Recruited to manage three internal customer service centers and one

external call center, reporting to the EVP of Operations. Managed all

customer service operations supporting two million customers and twenty

million inbound calls annually. Provided support for organization with a

$17M operating expense budget and 2,500 employees.

. Recognized by JD Power for best customer service across the industry

by scaling the customer organization as the Company experienced double-

digit growth and added one million new customers each year.

. Developed an RFP and selected a new billing system then led the

transition and installation of the new platform, enabling process

improvements and reduced handling times.

. Developed an integrated approach to customer service and approved

telemarketing initiatives and sales programs to drive incremental

sales.

. Introduced automated solutions to improve the efficiency of call

handling practices.

Tele-Communications, Inc. (Acquired by AT&T Broadband)

1994 to 1998

Major U.S. cable television provider.

Director, Call Center Operations (1996 to 1998)

Responsible for all customer service as well as the technical, installation

and maintenance departments for multiple regions supporting approximately

one million customers and seven million inbound calls annually. Full

responsibility for P&L and operating budgets as well as the delivery of

specific performance measures.

. Managed a $30M capital budget to design, retrofit and construct two

new call center facilities in Denver, Colorado and Boise, Idaho.

. Improved customer metrics to meet compliance with industry standards,

including hold times, abandonment rate and outage rate.

. Helped to develop a customer service organization providing market

focus and improved deployment of resources. Managed consolidation and

call migration of one million customers.

Education

Florida State University, Computer Science & Business Administration, 1985

Tallahassee, FL

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