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Customer Service Sales

March 15, 2018

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JEFF L HACKNEY * 678-***-**** *

Sr. Operations Management/Process Improvement Leader

Over 15 years of experience in Operations Management, Project Management, Planning, Consulting, Change Management, Continuous Improvement, Purchasing, and Supply Chain. Excellent collaborative, communication, and presentation skills and the ability to positively influence all levels of staff and clients. Expert and innate analytical skills with noted accomplishments in identifying critical drivers, providing gap analysis, and implementing Lean Six Sigma processes to rapidly optimize business units and organizations. A change agent ensuring buy-in, effectiveness, and successful deployment of new programs and processes.

CERTIFICATIONS: Project Management Lean Six Sigma Black Belt

Leadership / Supervision

Process Improvement

Change Management

BPM/ Project Mgmt.

Data Analysis

Full P&L responsibility

Training and Development

Policy Implementation

Objective / Strategic Vision

Organization / Communication

Risk Management

Business Consulting


Regional Vice President of Operations

Reduced annual operational and personnel expenses by $720,000 (-40%) by developing / implementing a Distribution Center based inventory and delivery model.

Responsible for overall performance of 4 warehouse and distribution locations providing strategies for regional growth, improving performance, and coaching and mentoring.

Responsible for $1.7M fleet of delivery and handling assets for safety, maintenance, compliance and utilization.

Managed and monitored Lean training, methodologies, workshops and implementation across the region.

Lead cross-functional teams for corporate programs to develop Operation Standards aligned with senior management’s vision while ensuring buy-in.

Owned and drove $1.8M+ Annual Operations budget. Defined operation metrics and provided guidance to exceed key performance metrics and SLAs.

Developed a $7.2 million Annual Sales plan, defined and coached sales staff, and aided in business development.

Sales Operations Manager

Mentored and lead Sales Operations team to ensure consistent, beyond expectation performance while supporting a $700M business segment.

Solely responsible for the development and deployment of a strategic process improvement plan which increased production by 93% beyond SLAs while increasing quality by 76% in the first 6 months while reducing operating expenses by over $375,000.00 (-24%).

Developed scalable and sustainable process improvement strategies while ensuring continuous improvement.

Managed daily dashboard workflow statuses versus SLAs and performance versus quality metrics.

Oversaw development of process documents, and process maps for all business functions within the business unit.

Propagated cross-functional business unit collaboration to identify gaps and opportunities to rapidly develop resolutions. Promoted non-silo thought processes with peers through weekly peer level workout sessions.

Advocated Customer-centric actions and provide rapid resolution to escalated customer service issues.

Advisor to the Chief Executive Officer

Developed and deployed strategic stop loss budgets, which during the 2007 economic downturn reduced staff expenses by 35%. This reduction provided maximum efficiency while maintaining excellent customer service, quality and product delivery.

Developed business, operational, technical, and control processes targeted to front line and back house operations.

Collaborated with principles on accounting, staffing, assets, recruiting, best practices, logistics and business strategy.

Planned, scoped and managed enterprise and unit level projects of varying complexities and budgets.

Developed Standard Operating Procedures, policy manuals, annual sales plans, operating budgets, and lead monthly reviews.

Created sales plans including defined target markets, sales pipeline, monitoring processes and specific goals and measurables for sales team.

Negotiated service and product supply contracts and terms with vendors and clients.

Business Operations / Intelligence Manager

Significantly improve cash flow by successfully managing collection of in excess of $1,600,000 in past due receivables internationally for 5 separate companies.

Provided end to end observations by converting raw data from all steps of the business processes into analytical insight and produces actionable recommendations for obtaining goals via executive facing business dashboards for 5 separate companies. Developed data driven forecasts and proved recommendations to course correct.

Mentored and lead an International Business Intelligence team ensuring objectivity, validating reports, and developed new reporting to ensure a constant 360 degree line of sight of all business units for all 5 companies.

Develop and report financial ratios and goal specific metrics and audit transactions to ensure reporting data quality.

Planed, scoped and managed enterprise and unit level projects of varying complexities and budget, lead cross functional teams and provide clear and objective communication to stakeholders.

Audited and approved payroll for 50+ overseas employees including bonus, incentive calculations, and PTO.

Oversaw development of process manuals, and process flow charts for all critical business functions and ensure changes are recorded real time to reflect the “as is” state.


Sales Operations Manager, Sage Software, Lawrenceville, GA 2016-2017

Business Operations / Intelligence Manager, Brighter Brain, Atlanta, GA 2013-2015

Project Manager, The Phoenix Group, Duluth, GA 2010-2013

Regional Vice President of Operations, Skinner Nurseries, Atlanta, GA 2008-2010

Advisor to the CEO, North Georgia Unlimited, Norcross, GA 2003-2008


Georgia State University

Lean Six Sigma Black Belt

Certificate in Project Management

Kennesaw State University

Business Management Studies

JP Horizons

Lean Management


Leadership, Team Building, Process Improvement, Process Engineering, Continuous Improvement, Quality Control, Change Management, Business Intelligence / Reporting, Business / Financial Dashboards, Full P&L Responsibility, Budget Development, Collections, Accounts Payable, Accounts Receivable, RFPs, Bid Development, Business Development, Recruiting, BPM / Project Management, Agile Methodologies, Service Now, AS400, QuickBooks, Sage Software, Smart Sheet, Minitab, Power User: MS Excel / MS PowerPoint; Intermediate: MS Visio / MS Word / MS Project; Strategic Planning, Supply Chain Management, Inventory Control, Construction Management, Vendor & Subcontractor Management, Marketing, Public Presentation and Large Group Speaking, Bilingual-Spanish

Military Experience: 6 years in the United States Marine Corps

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