Customer Service Management

George Atchison

Email: *********@********.***

Address: **** ******** *****

City: Conyers

State: GA

Zip: 30013

Country: USA

Phone: 770-***-****

Skill Level: Management

Salary Range: $70,000

Primary Skills/Experience:

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Educational Background:

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Job History / Details:

BUSINESS & OPERATIONS MANAGEMENT PROFILE

CONTRACT ADMINISTRATION - SUPPLY CHAIN MANAGEMENT

More than 16 years' progressive logistics and operations leadership experience directing strategic initiatives for customer service, strategic planning, contract negotiation, software systems implementation, and employee development for large-scale telecommunications organizations. Pioneer in design and delivery of efficiency, process, and quality improvements that have generated millions of dollars in cost savings and incremental revenue. Expert in tapping into identified opportunities by having the right people, programs, and processes in place.

Combine project management and consulting experience with government regulations knowledge to meet fiscal and deadline commitments while maintaining all necessary compliances. Strategic, action-oriented leader capable of igniting top-flight team performance to overcome challenges and exceed goals through full-cycle project planning and implementation. Genuine relationship-builder with employees, customers, vendors, and C-Level management.

CORE EXPERTISE

Change Management Communications Team Leadership & Motivation Expense Control Distribution Inventory Management Outsourcing Procurement & Purchasing Vendor Relations Cost Reduction Client Relations Negotiations Presentations Customer Service Needs Assessment Process Improvement Public Relations Training & Development Policy Development

PROFESSIONAL EXPERIENCE

BOBBY DODD ENTERPRISES 2012 TO 2012

Privately-owned non-profit company with $280M in revenue, and 268 employees nationwide

MANAGER, TALENT ACQUISITION DISABLED VETERANS PROGRAM

Developed and implemented a talent acquisition program to recruit Disabled Veterans only to operate a call center for ATT International.

Developed a plan to determine the best qualified, all disabled, staff of veterans to staff a two shift call enter.

Attended numerous job fairs to present the company, explain the goals, and acquire resumes.

Screened over 365 resumes to reduce the number of candidates to participate in the selection process.

Performed initial telephone interviews with candidates for ability to respond to questions and to determine their ability to communicate in a "customer friendly" manner while on the phone.

Coordinated between state agencies and veterans groups to draw candidates and maintain program support.

ALORICA INC. 2010 to 2011

Privately-owned telecommunications company with $700M in revenue, and 26K employees worldwide.

MANAGER, TALENT ACQUISITION DISABLED VETERANS PROGRAM

Oversee two direct reports and three indirect reports, coordinating operations between clients and company to ensure continued working relationships by addressing issues including staffing, grant support, and equipment failures. Collaborate with Finance, Human Resources, Facilities, and Legal departments nationwide to improve client relations and meet operational goals. Provide medical and social assistance support to disabled veteran employees and managed convenient new employee selection process via telephone for disable veteran work-at-home candidates. Create training and scheduling methods and procedures.

Received numerous awards including DAV "Small Business of the Year" award for support of veteran community.

o Launched disabled veteran work-at-home call center opportunities; presented to Congressional Representatives, Veterans Groups, and community leaders to outline program and garner widespread support.

AT&T MOBILITY SUPPLY CHAIN - Atlanta, GA 2005 to 2010

American multinational telecommunications corporation with $124B in revenue and 294K employees.

SENIOR CONTRACT ADMINISTRATOR

Manage client interactions and advise on contracts, negotiations, and vendor relations. Handled balanced scorecards for vendors and supplied monthly summary reports. Created contracts and master service agreements, prepared RFXs, and consulted with legal services regarding contract issues. Controlled operational budget of $1B+, as well as education of business units on contract preparation and procedures.

Authored and published contract best practices articles for Contingent Workforce Strategies Magazine.

Conducted RFX's to identify cost-effective service providers, saving $100M.

Received second Minority, Women, Disadvantaged, Veteran Business Enterprise (MWDVBE) Supplier Award for mentoring and selecting new diversity suppliers, increasing diversity spend $60M in 12 months.

Subject matter expert for speaking engagements with Institute of Supply Management, Atlanta Chapter and Contingent Workforce Strategies Summit.

Decreased vendor base 15% to support $1.3B annual budget for outsourced call center services by creating uniform performance scorecard to eliminate underperforming vendors and optimize budget spending.

Introduced standard Master Services Agreement and basic Statement of Work for contract services, resulting in streamlined, uniform, explicit set of terms that improved contract turnaround time by 100%.

BELLSOUTH TECHNOLOGY GROUP - Atlanta, GA 1995 to 2005

American telecommunications holding company housed until AT&T Corp, with 63K employees.

SENIOR CONTRACT ADMINISTRATOR

Multifaceted role directing $150M budget, five direct reports, and 1100 contracted resources in a nine-state region. Chaired Vendor Alliance Council, reviewing cost performance initiatives, accomplishments, customer satisfaction, and strategic initiatives. Innovated vendor scorecard, conducted quarterly performance reviews, and provided monthly updates to vendors and senior management. Consulted on vendor selection, process improvement, and cost reduction initiatives. Collaborated on SCS Matrix Sourcing teams for advertising, media, common products, temp services, and off-shoring.

Collaborated on cost reduction strategy projected to save $32M, with savings of $14M+ at projected half-way point.

Implemented corporate Vendor Management System, generating additional $36M MWDVBE spend for Tier 1 suppliers.

Owner for creation of Sarbanes-Oxley processes resulting in submission of 718 contracts with zero errors.

Selected as Vice President of Communications and Education for BellSouth Supply Chain Services Society.

Launched customer and vendor education program providing training on SCS initiatives, procurement strategies, and vendor relations to increase communication of expectations and decrease vendor errors.

Spearheaded technology community-based initiative to in-source 250+ contracted positions aimed at saving $8M in ongoing expenses while maintaining expertise and corporate intelligence.

PREVIOUS EMPLOYMENT EXPERIENCE

DIRECTOR OF SUPPORT SERVICES Promina-Piedmont Physician Services-MSO Atlanta, GA

DIRECTOR OF SUPPLY & DISTRIBUTION Medical Center of Central Georgia Macon, GA

DIRECTOR OF MATERIALS MANAGEMENT Beaufort County Hospital Washington, NC

MILITARY EXPERIENCE

CHIEF OPERATING OFFICER & DIRECTOR OF MEDIAL WAREHOUSE OPERATIONS United States Army

Commanded multi-million dollar logistical operations, improving operations, increasing efficiency, and cutting cost.

Introduced security and safety program, resulting in 100% pass from command.

Orchestrated a professional development program for 151 personnel.

Completed $5M upgrade of unit surgical capabilities, finishing projected on schedule and within budget.

Executed SOPs for receipt, storage, quality, and issue of equipment for $15.5M, 400-bed hospital supply department.

Implemented a stock control and quality improvement program, saving $65K in first quarter of implementation.

EDUCATION, TRAINING & CAREER-RELATED MEMBERSHIPS

MSA in Healthcare & Business Administration Central Michigan University Mt. Pleasant, MI

BA in Business Administration Methodist College Fayetteville, NC

Master's Certificate in Applied Project Management Villanova University Villanova, PA

Master's Certificate in Organizational Leadership Villanova University Villanova, PA

Implementing Sarbanes Oxley Omicron Center for IT Management

Institute for Supply Management (formerly NAPM), C.P.M. A.P.P.

American Production and Inventory Control Society

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