Customer Service Sales

Vernon M. Hardy Resume Page *

Vernon M. Hardy

***** ********* ******* *****, ** 20105 PHONE 703-***-**** ******.*****@****.***

Vice President of Operations

Results driven Executive and Entrepreneur with 15+ years of experience building and leading Venture and

Equity backed world class organizations with significant experience leading organic growth. Accomplished

professional able to assess operations, identify challenges and implement strategies to standardize

processes and improve customer loyalty and retention.

• Leadership – Restructured the technology and operations infrastructure of Honeywell’s Life

Sciences business unit resulting in a 41 percent profit improvement.

• Entrepreneur/Innovator – Positioned in the Netherlands to expand the EMEA sales channel

operation of startup global supply chain Technology Company grew revenue 100 percent within 24

months.

• Team Building – Integrated technology and support teams and incorporated workflow changes to

reduce Honeywell’s software support resolution cycle time 90 percent .

• Customer Service – Executed startup support team strategy to sustain accelerated product release

schedule yielding 98 percent retention rate of new customer subscriptions and sustained critical cash

flow.

• Sales Operations Management – Transformed product sales strategy with focus on enterprise solution

sales resulting in 30 percent increase in multi site software deployments.

Areas of Expertise

New Business & Joint Venture Start Ups Mergers & Acquisitions Strategic Planning & Execution

Stakeholder/Investor Relations Customer Service & Support Multi Channel Sales Management

Multi Site Operations Organizational Design & Development Process Improvement

Professional Experience

AERO COMMUNICATIONS, INC., Canton, MI 2013 2014

Private equity backed turnkey solutions provider to the telecommunications industry.

Vice President, Acquisition Integration and Process Management

Key driver for successful integration of newly acquired acquisitions by $160M telecommunications services

provider roll up. Provide executive leadership for the rapid execution of corporate acquisition process from

inception to business integration. Responsible for ongoing refinement and delivery of the methods and tools

used by integration teams in support of pre deal analysis and post merger business integration activities.

Sourced, evaluated, structured and performed due diligence for numerous acquisition candidates.

Formulated methodology and template for rapid acquisition integration of enterprises with revenues

ranging from USD$5 75M.

Realized operating cost synergies averaging ~40 percent EBITDA with each integration.

Facilitated changes related to Order to Cash processes including CRM and Project Accounting

Methodologies, leading to 50 percent increase in sales pipeline and cash flow accuracy.

Representative Transactions:

o Integrated $20M Mid Atlantic Cable Technology Fulfillment Service provider

o Integrated $60M upper Midwestern Cell Tower Service Provider

CHECKVIDEO (CERNIUM CORPORATION), Reston, VA 2008 2013

Venture backed Technology firm that develops cloud based video surveillance products (SaaS and hardware)

Director, Technical/Customer Support

Integral member of venture backed start up management team selected to build an elite technical operations

infrastructure to provide superior customer service for a new, high growth, Software as a Service (SaaS)

backed video surveillance products. Coordinated, managed and monitored all departments in the

organization. Supported the planning and on going need for sales operations management, marketing

materials and shared campaigns.

Reduced customer case cycle time by 80 percent within first year achieving 98 percent retention rate

and service renewal across all service offerings.

Deployed integrated Salesforce.com CRM and related ERP applications to enable sales and support

processes achieving 100 percent sales and revenue growth.

Migrated legacy server operations to Amazon EC2 cloud platform achieving service high availability

and average 99.97 percent uptime delivery.

EKO SYSTEMS, INC., Reston, VA 2007 – 2008

Startup technology provider of HIPAA compliant Perioperative Clinical Information Management

Systems

Vice President, Customer Service

Chosen to facilitate executive level IT and Customer Service leadership on behalf of this

early stage startup $4M healthcare information technology provider of HIPAA compliant

Perioperative Clinical Information Management Systems (PCIMS). Provided ownership of

overall customer satisfaction and provided product support for clinical patient care critical

issues.

Increased customer retention by 50%, by improving staff training, initiating new customer service

processes, and expanding coverage of customer service department from 12 hours to 24 hours.

Eliminated 100% of backlogged outstanding software issues in first 6 months, resulting in more

streamlined operations, higher IT efficiencies, and greater customer satisfaction.

Vernon M. Hardy Resume Page 2

ALCOA, INC., Pittsburgh, PA 2004 2006

Director, Customer Resources

Designed and executed an aggressive turnaround strategy that would strengthen the technology, operational

and global multi channel strategy of the Home Exteriors business unit and ensure attainment of the $625

million projected revenue goals. Coordinated and monitored the work of various departments involved in

production, warehousing, pricing and distribution of goods. Managed sales operations and supported the

coordination and planning of marketing materials and special campaigns.

Enhanced CRM and ERP technology profile to facilitate inside sales collaboration leading to 18 percent

increase in sales resultant from higher upsell and cross sell opportunities.

Restructured customer service and inside sale operations leading to a 50 percent reduction in required

headcount.

HONEYWELL INTERNATIONAL, INC., Herndon, VA 1999 – 2004

Director, Support Services

Integral part of the post integration strategy resulting from the acquisition of POMS Corporation, a $23 million

near IPO start up that grew Honeywell’s Life Sciences business unit to $125 million. As organizational Six

Sigma Black Belt, improved processes and policies in support of organizational goals. Formulated and

implemented departmental, and organizational policies and procedures to maximize output. With full

budgetary and P&L accountability, directed a 5 member management team in the global software services

group, which supported the global manufacturing operations of Honeywell’s Fortune 500 pharmaceutical

clients.

Led the integration of the research and development group and global support teams worldwide;

stabilized internal resources reducing outsourcing 60%; and developed model for individualized

customer solutions strategy.

Efforts grew the service business revenues 110%, increased profit margins 41%, and improved

customer support cycle time 90%.

Education and Professional Development

B.S. Business Administration, LONGWOOD UNIVERSITY, Farmville, VA

Six Sigma Black Belt Certification, DMAIC & DFSS

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