Regional Operations Manager, Technical Field Services

Terrence L. Yarbrough -*

TERRENCE L. YARBROUGH

**** **** ****** *******, ********* 53142

H 262-***-**** C 262-***-**** **************@*****.***

SUMMARY

A forward thinking and results driven operations professional with a proven track record in technology field

service support, service desk support, capital budgets, resource management, and working with external

vendors. Achieves superior customer centric service by following the adage "Customers make payday possible."

An adaptable leader comfortable in a dynamic working environment, providing solutions to complex problems,

utilizing teams across multiple departments, with a solid commitment to excellence. Established and was

instrumental in the growth of the Walgreens Field Services department from one to over 700 individuals. US

Navy veteran who values teamwork, leads by example, understands cultural diversity and knows how to achieve

results under pressure, all while maintaining the highest level of integrity.

PROFESSIONAL EXPERIENCE

WALGREENS, Deerfield, Illinois, 1981 2014

1997 2014 Regional Operations Manager, Field Services

Responsible for delivering world class field service operations for all electronic technology based systems used in over

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1,000 Walgreens retail locations in 12 markets covering Chicago, Wisconsin, central and southern Ohio, Nebraska,

Colorado, Wyoming, South Dakota, Iowa, Philadelphia, and Baltimore, providing 24x7x365 coverage minimizing downtime

and increasing store level productivity. Systems included: IBM POS, Hughes VSAT, Ademco burglar, Checkpoint EAS,

Norstar phones, Bosch CCTV, One hour photo lab, various PC and laser/thermal printers, scanners, Yuyama robotic pill

counters, and others.

Contributed to strategic planning of the Field Services organization.

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Developed, implemented and controlled regional departmental budget in excess of $10,000,000 and managed inventory in

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excess of $6,000,000.

Successfully recruited and hired hundreds of high quality team members across the country utilizing Human Resources

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best practices, resulting in extremely low turnover, reduced staffing costs and increased productivity.

Increased employee morale and motivation using participative management skills to develop, equip, release, monitor and

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support team members, and keep them actively involved with the goals of the department and company.

• Project Manager on a number of nationwide rollouts/upgrades of major systems, installing ahead of schedule and

under budget; IBM POS, scanning, IBM i520, Windows OS, CCTV, printers and others.

• Project Manager for various emergency/natural disaster recovery efforts (hurricanes, earthquakes, floods, fires).

Extensive experience with coordinating between multiple Walgreens and vendor groups, resulting in re-opening

sites significantly ahead of our competitors, minimizing the impact to our customers.

• Fleet Manager of over 600 company vehicles nationwide. Realized cost savings of 10% by creating,

implementing and promoting adherence to scheduled maintenance activities.

• Assigned to special project to analyze our one-hour photo lab support costs. Identified opportunities and put in

place several process improvements resulting in one-time savings of $1.5 million and on-going cost savings of

$750,000 per year. Created metric document templates used for continual improvement tracking of our cost and

performance.

1989 1997: Operations Manager, Data Terminal Repair (DTR)

Terrence L. Yarbrough 2

Managed significant growth due to our installing and servicing the IBM 4680 POS system in every Walgreens store.

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Successfully installed all locations ahead of schedule and under budget realizing $3,000,000 in savings while minimizing

the impact to store operations.

Achieved company savings in excess of $4,000,000 per year in on going maintenance.

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1985 1989: Manager, DTR

• Organization grew to 114 technicians in 27 facilities. $5,400,000 budget.

• Replaced all outside service vendors, realizing savings in excess of $635,000 per year.

1982 1985: Supervisor, DTR (name changed to better reflect the growing depth and breadth of systems supported)

• Managed growth to 25 technicians in eight sites, to handle ever increasing requests for support. $754,000 budget.

1981 1982: Service Technician/Maintenance Lead, Telxon Repair

• Recruited to assist in creating an internal, technology based service organization that would be responsible for the

installation and maintenance of the Walgreens computerized Intercom pharmacy system throughout all 800 store

locations.

MILITARY EXPERIENCE

UNITED STATES NAVY, Petty Officer First Class, 1973 1981

• Vietnam era veteran. Honorable discharge.

• Responsible for maintaining a high level of operational readiness of various training platforms, from multi million dollar

flight simulators to destroyer propulsion systems simulators.

• Provided pilot training on flight simulators.

• Served as departmental training petty officer with responsibility of getting all new personnel up to speed on systems

supported.

• Awarded early promotions due to outstanding performance reviews from E4 to E5 and again from E5 to E6.

EDUCATION

LIBERTY UNIVERSITY, ONLINE

Business Administration, 2011 2012

UNIVERSITY OF WISCONSIN PARKSIDE, Parkside, Wisconsin

Business Administration, 1980 1983

CERTIFICATIONS

Lean Six Sigma, White Belt

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Project Management Level 1: Online Harvard Business

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ITIL Version 3 Foundation

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PROFESSIONAL DEVELOPMENT

Omnicron, “Dealing with Difficult People” workshop

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Omnicron, “Managing Remote Resources” course

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Omnicron, “Core Communication Skills” course

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American Management Association, “Successful Delegation” course

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American Management Association, “Communication and Interpersonal Skills Seminar for Technical Professionals”

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Terrence L. Yarbrough 2

American Management Association, “Fundamentals of Business Writing” course

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Walgreens, “Supplier Diversity Orientation” class

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Completed many online training classes provided by Walgreens training department (Wag U)

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US Navy, Military Leadership Training

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ADDITIONAL INFORMATION AND ACCOMPLISHMENTS

Award for contribution for the successful chain wide scanning rollout at Walgreens.

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Recognized for special contribution to the relocation of the entire Walgreens Intercom data center.

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Earned private pilot license.

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Harley Davidson rider member of the Patriot Guard Riders and Christian Motorcyclist Association.

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Serve on the Board of Directors and Elder Board at Lakeshore Tabernacle with responsibilities for teaching, counseling,

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coordinating events and providing strategic direction.

Facilitator of Financial Peace University program.

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