WILLIAM S. SEINER

Phone: 303-***-****

Email: acxet1@r.postjobfree.com

LinkedIn: http://www.linkedin.com/in/billseiner/

Business Operations and Service Executive

Accomplished, value-based Executive with a successful track record of merging sales, marketing and business operations initiatives with customer focused service delivery. Turn-Around expert with strategic and tactical experience in process and operational optimization, process re-engineering and creating efficiencies. Game changer with the vision and enthusiasm to build, transform and establish progressive and profitable teams from the ground up. Adept background in analytic based programs that provide targeted enhancements through six sigma and continuous improvement procedures. Highly skilled in financial planning with sound strategies to meet and exceed goals.

SKILLS AND EXPERTISE

Extensive experience in: Mergers and Acquisitions; Business Operations; Six Sigma and Continuous Improvement; Call and Contact Center Management; Customer Support; Sales Cycle Optimization; Service Delivery; B2B and B2C Expertise; SaaS; Customer Relationship Management (CRM) Optimization; Contract Administration; Solution Integration; Product - Service Integration; Developing and nurturing third party relationships; and Outsourcing and Offshoring.

PROFESSIONAL EXPERIENCE

JAC PROPERTY INVESTMENTS – Evergreen, CO 2014 - Current

Owner and originator of a property investment business focusing on “fix-and-flip” residential properties in the Denver area. Successfully incorporated and established a profitable business from ground up with sound business and financial plans that produce 24% ROI per transaction. Organized, coordinated and managed a team of subcontractors to continuously meet tight schedules and budget expectations.

THOMSON REUTERS – INTELLECTUAL PROPERTY AND SCIENCE, Philadelphia, PA

A $17b business that combines industry expertise with innovative technology to deliver critical information to leading decision makers in the, financial, legal, tax and accounting, science and media markets.

VP, GLOBAL CUSTOMER SUPPORT- 2006 - 2014

Senior Support Executive responsible for the development and implementation of a global service delivery strategy for a rapidly growing, $1b data management business. Supporting over 9,000 global customers with resources in all regions of the world, lead Customer and Technical Support Help Desk Operations, Back-Office Business Operations from Order-to-Cash through Revenue Recognition and Fulfillment, Business Re-Engineering and Project Management Office. Business and Service process SME during a multi-year SAP ERP migration project.

Regionalized global back-office business operations and service delivery for 14 global businesses. Reduced sales processing time over 13%. Increased order to cash accuracy while improving revenue recognition cycle time by 10%. Improved Free Cash Flow by double digits.

Decreased cost per minute of service by nearly 30%, while improving all quality service metrics by double digits modernizing contact center operations, telephony, self-service and desktop automation.

Created double digit improvements in service and customer satisfaction analytics by establishing a robust and immediate response feedback process to focus on voice of the customer input.

Implemented CRM automation (SFDC) while establishing corporate methodology and policy to focus on relationship management and targeted revenue improvements. Focused on product and service integration, pre and post sales service delivery and voice of the customer analysis and improvements.

Improved all service metrics while creating a $2.6m annual cost avoidance with a realized $1m annual run rate savings by creating a global support center in a low cost region.

WILLIAM S. SEINER

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CENDANT CORPORATION - TRAVEL DISTRIBUTION SERVICES 2000 – 2005

Denver, CO

$1.4b revenue division of Cendant and leading provider of B2B and B2C travel solutions, delivering products and services to over 45,000 businesses in 113 countries.

CHIEF QUALITTY OFFICER, VP BUSINESS OPERATIONS AND CUSTOMER SERVICE FOR THE AMERICAS

Senior Client Care Executive responsible for providing strategic leadership and hands-on direction to a diverse operational team. Member of the Global Operations Strategic Planning team tasked with creating efficiency and delivering quality service through acquisitions, consolidations and outsourced/off-shore initiatives for 15 matrixed companies. Reporting departments include: Installation and Break-Fix Field Operations, Contact Center Operations, Client and Vendor Service Management, Project Management Office, Six Sigma Quality Operations, Logistics and Break - Fix Customer Care.

Created over $3m in EBITA in under 18 months as the Executive Sponsor establishing a new Six Sigma program for The Americas.

Increase service levels with a 54% reduction in operating expenses while re-engineering business and support operations for a $350m business unit.

Improved EBITA contribution by 10% by drafting and implementing a three year strategic plan to “evolutionize” archaic business model into fast-paced business operation.

Improved cost efficiency by 60% creating and implementing a global staffing model. Re-structured and expanded service capabilities of 300 FTE department into a more efficient 100 FTE operation with global capacity for expansion and increased efficiencies.

UNITED STATES MARINE CORPS, Okinawa, Japan 1996-2000

DIRECTOR, TRANSPORTATION AND LOGISTICS SERVICES, PACIFIC REGION

Senior officer for all commercial travel and distribution services supporting the Pacific Rim. Lead 300 Marines and civilian contractors supporting operations to nearly 25,000 military and civilian customers. Concurrently interacted on multiple Department of Defense joint action teams as the Marine Corps representative to re-engineer and commercialize passenger travel and long haul logistic services for the Department of Defense.

Streamlined distribution operations to create seamless cross-docking and interlining of assets in support of multiple military operations.

Developed and implemented commercial services contracts for outsourced travel and inland ground transportation – created metric driven processes – reducing operational spend by 15%.

Logistics Officer, United States Marine Corps – 1979 - 2000

EDUCATION

Master of Business Administration - Colorado State University

Bachelor of Science, Management Studies – University of Maryland

Six Sigma Black Belt Certification

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