Customer Service Manager

BRIAN WINIESDORFFER

*.*************@*****.*** Phoenix, Arizona cell: 602-***-****

Business solutions professional who delivers profitable results in response to organizational

challenges, shifting priorities and explosive market/product growth. Uniquely qualified through

extensive hands-on experience in a wide range of business disciplines. Expert in the management of

projects containing complex, multi-disciplinary and multi-party components. Visionary committed to

motivating integrated teams in continuous improvement processes and remedial action.

PROFESSIONAL HIGHLIGHTS

Operations Management

Increased market share through stabilization of on-line application product; achieved 99.999%

uptime and doubled customer access; sales revenues rose $10M in two years.

Relocated customer service and shipping operations to custom designed 77,000 sf facility,

maintained seamless delivery of service.

Promoted competition between large land and air carriers to realize discounts and incentives of

approximately $100K per year.

Information Technology Management

Implemented technology and automation systems in redesigned line to maximize efficiencies;

reduced operating costs by 78% in 90 days and saved $100K per month.

Spearheaded internal IT team to stabilize Enterprise mission critical applications,

network/systems and helpdesk.

Implemented backup processes to ensure recovery of lost data; increased bandwidth to support

VoIP technology.

General Management

Provided managerial oversight to support growth of niche industry company from 40 employees to

over 400 employees, not including international reps and agents.

Consolidated sister companies operating in two states to a new site, reducing operating costs by

50% in six months and eliminating redundancies.

Utilized performance recognition programs, promotions and succession planning to build

motivated cross-trained teams capable of meeting organizational objectives.

Facilities Management

Directed all aspects of security system upgrade, integrating closed circuit TV and key fobs with

remote access and monitoring capabilities.

Replaced all copper phone lines with fiber optics. Negotiated national deal inc reasing band width

from 6 Mb to 50 Mb for the same monthly cost.

Launched economic impact study to quantify direct and indirect costs of reducing carbon footprint

through addition of solar and other energy-saving fixtures for corporate campus.

EMPLOYMENT HISTORY

GLYNLYON, INC., PHOENIX, ARIZONA 1986 - Present

Educational leader offering a variety of delivery methodologies; parent company of Alpha Omega Publications,

OdyessyWare, Bridgestone Multimedia Group and Bridgewater. Over $20 million in corporate assets.

EXECUTIVE VICE PRESIDENT Phoenix, Arizona 2005 - Present

Manage all aspects of facilities for three corporate campuses (162,000 sf on more than 20 acres in three

states) staffed with 400 employees. Assume integral role in preparing the company to solicit third party

funding and working capital; new round of VC funding.

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BRIAN WINIESDORFFER

NEW FACILITY PROJECT 2011-2012

Opened new office in Minnesota; relocated BMG shipping/order fulfillment operations to custom

designed 38,000 sf facility. Liquidated $752K in assets. Renegotiated vendor contracts, saved

$247K annually. Oversaw IT hardware purchases. Replaced analog phone system with VoIP.

Designed rooms to utilize rich media conferencing; slashed travel costs while enhancing

communications between facilities.

TELECOMMUNICATIONS PROJECT 2009-2011

Negotiated replacement of copper T1’s with fiber optic cable, increased bandwidth from 6Mb to 50

Mb with no increase in operating costs. Improved customer service through implementation of

external help desk system. Negotiated terms for new co-locations hosting online applications;

achieved 99.999% uptime. Phased rollout of Cisco VoIP phone system with no interruptions.

Implemented Citrix portal to support remote personnel and improve end-user experience.

CORPORATE IT PROJECT 2007 – 2009

Rebuilt IT team; mentored and developed staff transitioning into new roles. Replaced disparate

systems with Dell and Cisco hardware. Stabilized mission critical enterprise applications. Initiated

backup processes to ensure recovery of lost data. Rolled out internal help desk application to

Enterprise. Initiated VPN to support remote access of Enterprise applications and systems.

Relocated Tech support department. Increased customer service by eliminating abandoned calls.

FACILITY EXPANSION PROJECT 2005 – 2007 (with promotion to Executive Vice President)

Relocated several key departments out of state with zero business interruption. Negotiated permits

and contracts with City officials for construction of 45,000 sf warehouse and 35,000 sf flex building.

Designed workspaces to maximize flow efficiencies. Partnered with state officials to secure job

training credits. Hired and on-boarded new staff. Implemented succession strategy.

VICE PRESIDENT OF OPERATIONS 1998-2005

Promoted in recognition of reducing operating costs and labor, increasing customer service,

improving ‘send times’ and demonstrated commitment to continuous improvement. Reduced

Purchasing Department inventory by $1M and increased margin 25% within 24 months. Supported

staff in expanded responsibilities and developed teams to ensure sustained momentum.

Negotiated price points with vendors, lowered unit costs, and put ‘just-in-time’ portion of financial

software into operation to track replenishment levels. Established inventory control cycle counting

to ensure accurate inventory levels.

Joined the organization in 1986 and rapidly advanced within the organization; promotions include

FACILITIES MANAGER in (1994-1996) and OPERATIONS MANAGER in (1996-1998)

TRAINING AND EDUCATION

Associate of Applied Science; General – Mesa Community College

TECHNICAL SKILLS

Microsoft Office: Word, Excel, Outlook, PowerPoint, Visio

AS400: ASSIST Cornerstone, Varsity Logistics

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