Customer Service Management

JOHN W. KEY

Atlanta, GA 404-***-****

**********@*****.*** www.linkedin.com/in/johnwkeyjr

SR. DIRECTOR OPERATIONS & STRATEGY

Digital Business Technology Leader who Leverages Strategic Partnerships and Transforms Business Operations with Measurable benefits in Efficiency and Top-Line Growth

Engaging and supportive leader who casts a big vision for business technology through effective communication and collaboration and recruits and retains top talent, translating vision into reality. Laser-focused on building strong executive partnerships and digital strategies that move business forward. Expertise includes:

Technology Planning, Innovation & Strategy Product & Software Development

Cloud Services & Mobility Organizational Design Capital & Operating Expense Control

Project Management

PROFESSIONAL EXPERIENCE

COCA-COLA ENTERPRISES, Atlanta, GA

Director, Digital Workplace (Global) (2013 - Present)

Led Digital Workplace initiative that defined new mobile devices and scenarios for more productive workforce, including desktop as service from Amazon and cloud services, including software-as-a-service CRM, ecommerce. and productivity.

Reviewed and deployed Coca-Cola Enterprises’ 1st mobile e-Commerce platform in Europe, onboarding 60 customers while providing more than $30M in revenue uplift within 6 months.

Delivered 1st Cisco-Direct Unified Communications Solution as Service, consolidating networks and reducing more than $4M in annual costs and driving down telephony charges by as much as 50%.

Using new strategy around digital tablets and mobile devices, led effort that drove down capital investment required for purchase of new devices by at least 30% and in some cases by 50%.

Evaluated technology options and optimization for e-Commerce Platforms, Order Management Systems, Digital Asset Management Systems, and other systems, including Customer Relationship Management, ERP, and Business Warehouse., leading deployment of customer and business-facing platforms.

Managed strategic vendor relationships with partners IBM, Microsoft, and Cisco, annually driving down operational costs, while deploying new and innovative business technology.

Director, Communication & Collaboration Technologies (Global) (2010 - 2013)

Led technology team that created and delivered new company’s security and collaboration infrastructure for European business when North American business was divested by Coca-Cola Enterprises.

Reduced strategic vendor contract by nearly 50% over the 3-year contract term, saving more than $3M annually.

Built strategy and led communications with global leadership team about managing and governing digital workplace initiatives (including customer and employee-facing mobile portals), refreshing mobile device strategy and deploying broad, unified communications (voice and video) solution.

Became subject matter expert for Coca-Cola Enterprises Cyber-Security Task Force, leading deployment of cloud-based identity management system and focus on external vulnerability testing and findings.

Deployed new ideation tool, capturing innovation ideas at Coca-Cola Enterprises.

Principal, Information Technology (Global) (2008 - 2010)

Managed 40+ reports, and up to 20 additional matrixed reports. Deployed 1st cloud platforms into Coca-Cola Enterprises collaboration environment and led investment into network optimization and consolidation.

Led negotiations and implemented 1st large enterprise Microsoft Office 365 Cloud collaboration tools deployment, resulting in migration of more than 125K seats in The Coca-Cola System to Office365 (BPOS-D) and reducing annual operating expense by $2.5M and annual capital expense by more than $2M.

Teamed with Coca-Cola Enterprises business executives, integrating HR systems, Finance systems, Data Governance, Innovation Management, and other line-of-business systems into single, collaborative Global

John W. Key **********@*****.*** Page 2

COCA-COLA ENTERPRISES (Continued)

Employee Portal and assisting in creation of HR Shared Service Center that drove millions of dollars in savings, while improving internal employee experience with Human Resources.

Recognized multiple times by Microsoft Cloud services team for integrating cloud portals with line of business systems, including SAP technologies and private cloud security platforms.

Senior Manager, Web & Portal Services (North America) (2004 - 2007)

Managed day-to-day support of mission critical business web applications, including SAP HR ERP, Call Center Order Entry Solution, Pricing Authorization Tool, and Forecasting Tool (Business Warehouse).

Directed development and deployment of consolidated order-entry system for Coca-Cola Enterprises North American Customer Call Center, serving more than 1M customers daily.

Led and managed offshoring development of web-based application used in North American Call Center, saving more than $1M annually in operational expense.

Implemented SAP Employee and Manager Self-Service portal, providing employees and managers online web access to manual HR processes.

Provided overall support, consolidation, and enhancement for 50+ Coca-Cola Enterprises web-based solutions, which increased overall customer service and satisfaction across business units.

EDUCATION

Bachelor of Science (BS)

GEORGIA SOUTHERN UNIVERSITY, Cum Laude

PROFESSIONAL DEVELOPMENT

CCE Lean Six Sigma Green Belt, College of Business, Georgia Institute of Technology

Certificate for IT. Leadership, College of Business, Georgia Institute of Technology

CCE Certification, Project Management Principles, Management Concepts

PROFESSIONAL AFFILIATIONS

CHARTER MEMBER, Microsoft Customer Advisory Board, Office365

CHARTER MEMBER, Microsoft Customer Advisory Board, Surface Devices

MEMBER, Cloud Security Alliance (CSA)

SPEAKER, Technology Infrastructure Research Board

PRESENTER, Digital Technologies, Coca-Cola Enterprises Top 250 Leadership Summit

MEMBER COMPANY, Global Strategy Partner Project Summit, Georgia Institute of Technology

AWARDS

Winner 2014 Best Intranet, CIPR Inside Awards, 2014

Winner, Enterprise Mobility, Intranet Innovation Awards, 2013

Winner, Best Intranet, Digital Communication Awards, 2012

Outstanding Partnership Cloud Platform, Microsoft Customer Advisory Board, 2011

Exceptional Innovation – SharePoint Online, Microsoft Online Customer Advisory Board, 2009

Outstanding Partnership Cloud Services, Microsoft Advisory Board, 2009

Contact this candidate