Customer Service Sales

Robert A. Dawson, MBA, BSEE

**** ******** ******** **., *******, GA 30126 • 404-***-**** • www.linkedin.com/in/robertdawson14 • ******.********@*****.***

Senior Operations Executive and General Manager

Growing Businesses by Developing People and Improving the Customer Experience through Operational Excellence

Operations executive with global operations experience who builds teams that deliver exceptional customer experiences, utilize analytics with metrics and KPIs to identify and solve performance gaps while cultivating a culture of customer focused and results oriented service excellence for Fortune 500, private, and start-up ventures. Qualifications include:

Technology Implementation/ Project Management: Large-scale Technology implementation and project management experience. Deployed mobile technology with annual $300MM budget, deployed and integrated SaaS technology globally, built Tier 4 data centers, and implemented national E911 network for all mobile carriers.

Account Management: Facing 80% of revenue at risk due to unsatisfied strategic clients at TeleCommunication Systems, rebuilt all relationships achieving 100% retention and grew revenue 40% annually. Have maintained 100% retention of B2B accounts throughout career. Improved Net Promoter Score 25% at Asentinel.

Operations and Performance Improvement: Led teams to earn ISO 9000 and TL 9000 certifications along with J. D. Power’s Service Excellence awards. Repeatedly turned around underperforming operations to high growth. Led operations team of a start-up that grew past $1B in three years.

Business Transformation and Strategy Execution: Transformed operations at TCS to grow 40% annually. Consolidated 28 operating companies into eight companies at Trident. Transitioned business model at Asentinel to improve services revenue while improving Net Promoter Scores 25%.

Revenue Creation: Offset three years of declining sales at Trident to record sales level, improving lead-generation and sales performance. Increased revenue 5x at TeleCommunication Systems. Implemented $20M up-sell program through customer service channel at Qwest.

Areas of Excellence

P&L Management and Market Growth

Multi-site and International Operations

Strategic Planning and Execution

Business Turnaround and Restructure

Cross-functional Team Leadership

Client Services/ Customer Service

Project Management/ Change Mgmt

Continuous Process Improvement

Experience leading large teams, 2500+

Workflow Design and Automation

Metrics and KPIs/ Six-sigma/ Kaizen

Leadership Development / Mentoring

Experience and Career Progression

INDEPENDENT CONSULTANT, Atlanta, GA 2016 - Present

IntegraCore, Atlanta, GA

Assisting organizations implement workflow optimization, Customer Experience solutions, and operating performance improvement. Have worked with multiple companies including B2B Sales Technology company, start-up video streaming service, and others.

Improved fulfillment performance more than 15% through process improvements, workflow management, and clearly defined metrics at Integracore.

Redefined organization structure and responsibilities to improve accountability and clarify responsibilities.

Implemented Customer Experience programs for an early stage sales technology company that replaces inside sales with technology: defined CX metrics, touch-points, and workflow to improve acquisition, retention, and Client Life Time Value (LTV).

Developed technology deployment plan and launch strategy for streaming broadcast video service company acting as COO.

CHIEF OPERATIONS OFFICER, Southern Pines, NC

Trident Marketing, a $55M multichannel technology driven direct response marketing and sales company. 2013 – 2016

Led all business operations including: inside and outside sales, customer service, technical support, installation, marketing, IT, HR, field operations and all administration operations for ADT Security, DirecTV, DiSH and other brands along with operation of multiple RV Resorts, public utilities, and assorted other business interest. Directed 400 employees plus contracted staff across 8 U.S. locations.

Restructured 28 poorly performing operating companies into eight companies through consolidation, shutting down, and/or selling companies to reduce overhead expenses 25%, generate 55% change in EBITDA, and improved cash flow challenges.

Improved Lead Generation and Sales by developing and executing strategy to align marketing and sales efforts, developing cross-channel promotions, improving inside sales efficiency and close rate, implementing CRM, and developing lead nurturing programs.

Improved customer retention from 80% to 95% across all operating business segments by implementing CRM solution, improving workflow and processes in customer service, creating and implementing churn management initiatives, and implementing product cross-selling to create binding relationships.

Utilized analytics to evaluate, then redirect marketing and inside-sales to improve revenue, rapidly offsetting three years of declining sales to record level performance increasing sales 12.9% within two quarters while reducing cost of acquisition by 17% in consumer and commercial subscription television, consumer and commercial alarm services, and vacation/ resort sales.

SR. VICE PRESIDENT, Global Operations and Service Delivery, Memphis, TN

Asentinel (Tangoe), a $20M SaaS/Cloud technology-centric Telecom/IT Management (TEM) company. 2009 – 2013

Selected to revitalize performance of this cloud-based IT expense management business. Directed client management, global operations and implementations, and technical support teams in the US, Mexico, South America, and Europe.

Transitioned Asentinel from SaaS technology only business to include BPO and Professional Services, yielding 12x increase in Service revenue.

Reduced OPEX 80% by completing new workflow and process improvements, restructuring resources, and implementing workflow automation.

Developed go-to-market strategy and implementation plan for new mobile management services and international professional services practice, generating $350K and $1.4M first year revenue, respectively.

Created customer-centric organization and established account management teams to key accounts resulting in dramatic increase in Customers recommending Asentinel from 72% to 90% and improved Customers that were highly-satisfied by 62%.

Renegotiated 23 multi-year partnerships and VAR agreements, with 100% customer retention.

Successfully implemented SaaS technology solutions across the U.S., Latin America, Europe, and in South Africa.

PRIOR EXPERIENCE

SR. VICE PRESIDENT GENERAL MANAGER, Cloud and Technical Services Operations, Seattle, WA

TeleCommunication Systems, Inc. (Comtech), a $350M services provider of location technology.

Recruited to turn around, integrate, and run a recently acquired business. Led client management, service delivery, engineering, finance, HR, and product teams for SaaS/ BPO business unit providing project management, other professional services, and technology solutions for national E911 deployment, cloud based mission-critical applications, and other hosted services.

Increased revenue 40% year-over-year for three consecutive years from $15M to $76M, following year forecast exceeded $100M.

Rebuilt relationships with strategic clients, saving at-risk clients that represented 80% of total revenue. Converted two of these clients into exclusive relationships. Increased market share from 50% to 82% over three-year period.

Spearheaded numerous operational improvement initiatives: increased system availability from 70% to 99.9%, improved on-time delivery from 25% to >95%, eliminated two year backlog of 2,200 service orders, and reduced days sales outstanding (DSO) from 60 days to 30 days.

VICE PRESIDENT, Operations, Denver, CO

CenturyLink, a $16B U.S. Telecommunications/ Services provider.

Various Positions Of Increasing Responsibility Including Operations, Marketing, and Engineering

Promoted to positions of increasing responsibility to launch new services, lead deployment of new technologies, and lead all aspects of service delivery and customer support functions in operations, marketing, and engineering responsibilities. Directed up to 2,750 employees/contractors across the US, Canada, and Mexico.

Advanced billion-dollar business from start-up to 1.5M customers as a member of executive leadership team responsible for field operations, customer service, engineering, network operations (NOC), and technology deployment.

Led 660-person call center across five locations in three countries: implemented $20M upsell program, reengineered back office processes to reduce call center volume 30% to yield $6.6M annual saving.

Education

Executive MBA, University of Denver, Denver, CO

BS, Electrical Engineering, Illinois Institute of Technology, Chicago, IL

Process Development and Improvement (Six Sigma and Kaizen), Deltapoint, Denver, CO

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