Customer Service Management

STEVE FIVEASH

**** ******** ***** ***** • Marietta, Georgia 30066

404-***-**** • ************@*******.***

EXECUTIVE MANAGEMENT / OPERATIONS LEADERSHIP

Results-driven executive manager with more than 20 years experience impacting the visibility,

profitability, and operational performance of some of the largest telecommunications and high-tech

service providers in the world. Highly organized self-starter with excellent track record of delivering

strong revenue and profit results in start-up, turnaround and high-growth organizations. Skillful at

empowering employees to highlight individual aptitudes while collaborating as a unit. Adept leader,

strategic planner, and creative developer with effective customer-service skills and demonstrated

ability to architect, implement and maintain tailor-made client solutions, build relationships,

communicate solution strategy and product offerings, and provide technical expertise, support, and

training to staff and customers.

Team Leadership, Mentoring, & Training • Change Management • Budget & Resource Allocation

Mergers & Acquisitions • Operational Streamlining • Business Development • Outsourcing

Insourcing • Cost Reduction • Product Development • Relationship Building • Contract Negotiation

Employee Relations • Data Center Management and Development • Strategic & Tactical Planning

International Business • Voice Technology Convergence

PROFESSIONAL EXPERIENCE

IE TELCO SOLUTIONS, Downers Grove, Illinois • 08/2008 – present

Start up of an International company in the US purchased by a Venture Capital group. The company

brings a proprietary software approach to reducing telecom access spend. Offering project based

and managed service options.

Head of US Business: Drove and/or created all marketing initiatives to include: sales literature,

agent agreements, customer presemtations, investor presentations and contracts. Efforts in the first

four months have resulted in contracts potentially worth $20 Million, in the telco, enterprise, and state

government arenas. Additionally, $500,000 funding has been secured.

NUVOX COMMUNICATIONS, Greenville, South Carolina • 2006- 2008

Multimillion dollar company providing managed communication and IT solutions to small and mid-

sized business customers in 16 states.

Senior Vice President, Business Operations: Commanded $204 million operating and $54 million

capital expense budget, spearheading talented teams of 100+ members in the implementation of

enterprise offerings within diverse operational platforms. Provided strategic, financial, legal and

negotiations expertise for corporate development initiatives. Devised and executed strategic and

tactical action plans, utilizing a business approach to focus on improving financial performance,

establishing long-term growth, and building top-performing team to drive achievement of corporate

objectives. Expedited daily operations including budget management, sales engineering and

support, and offshore vendor recruitment, management, and contract negotiations. Drove

development of Managed Data Center offering. Orchestrated due diligence reviews for M&A

activities in cooperation with outside financial advisors, accountants and legal counsel. Led

management team in identifying and correcting problems, reducing and streamlining overhead

expenses, strengthening productivity, overhauling and improving operating processes and systems,

and resolving quality issues.

Specific Accomplishments:

• Revitalized Program Management Office, improving successful capital project completion rate to

97% versus prior rate of 20%.

STEVE FIVEASH • Page 2 • ************@*******.***

• Transformed previously disjointed sales engineering organization, streamlining operations and

successfully refocusing efforts toward innovative service solutions.

• Managed a highly successful merger and transition with FDN, delivering all projects on time and

under budget by $2 million.

• Developed and launched web-based, interactive training modules resulting in 50% increase in

participation and 25% reduction in training costs.

• Slashed order entry staffing requirements by half; centralized and increased productivity per

person by 30%.

• Fostered employee empowerment and participative management practices throughout the

organization leading to increased productivity.

• Transitioned strategy into tactical plans to drive market growth and diversification.

MCI / VERIZON BUSINESS, Ashburn, Virginia & Alpharetta, Georgia • 2003-2006

Global telecommunications company with more than 25,000 employees.

Independent Consultant: Challenged to refocus organization and introduce a customer-driven

management philosophy to streamline operations and capture and maintain competitive lead.

Evaluated management structure and provided strategies for realignment. Designed and

implemented performance improvement initiatives. Teamed with corporate strategy and development

organization to provide due diligence and integration support for M&A projects.

Specific Accomplishments:

• Delivered comprehensive strategies and recommendations; all were accepted and implemented

leading to organization-wide efficiency improvement and new revenue generation.

• Introduced innovative technologies and work systems to drive continuous process improvement

leading to reduced cost and increased productivity.

EQUANT, Reston, Virginia; Atlanta, Georgia • 2001-2003

Recognized leader in global data and IP services for multinational businesses with approximately $3

billion in annual revenues.

Senior Vice President, Network and Customer Service Management (2003): Oversaw

performance of global corporate network, internal and external datacenters and private customer

networks in 140+ countries worldwide. Managed service, network, and infrastructure hardware

providers on a global basis. Directed network management and customer care centers around the

world, building dynamic operations team of 1,000+ employees in 100 countries. Established and

executed global security practice, including internal network and data security, physical property

security, and employee investigations. Partnered with sales and marketing departments to enhance

service offerings and products, increase revenue, and maximize customer satisfaction.

Specific Accomplishments

• Restructured daily operations of network management centers, eliminating ‘24/7’ work schedules

in multiple locations, leading to 20% cost reduction and improved employee morale.

• Led company to achieve Telemark’s highest honor of ‘Best in Class’ for customer satisfaction in

11 of 15 categories.

Senior Vice President, Customer Service Operations (2001-2003): Held full responsibility for all

customer care functions, managing $500 million dollar budget and directing global field operations in

100+ countries. Guided corporate expansion and development during and after merger with 2

international companies. Delivered and maintained impeccable customer service during transition.

Provided decisive, proactive and market-driven operating leadership for 5000+ global employees.

Introduced and implemented best practice work procedures. Drove process improvement strategies,

implementing operational metrics and reporting procedures.

STEVE FIVEASH • Page 3 • ************@*******.***

Specific Accomplishments:

• Streamlined operating infrastructure, consolidating 11 Global Customer Service Centers

(GCSCs) and 150+ remote helpdesks into 5 GCSCs.

• Spearheaded successful migration to unilateral CRM platform, effectively creating and adopting

common practices.

• Delivered $200 million savings and slashed staff requirements by 2,000 by eliminating personnel

and functional duplication and implementing cutting edge technical and software-based solutions.

Note: Prior roles have included Vice President, Customer Service Operations for SITA/EQUANT

Joint Venture; Division Manager for AT&T’s Global Customer Service Center; and Director of Global

Network Operations for MCI. Details on request.

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