Darren L. Holland, MBA

405-***-**** ad0lpe@r.postjobfree.com linkedin.com/in/darren-l-holland Greater Atlanta Area

Operations Executive

Leadership Revenue Growth Results Delivery

20+ years’ experience driving exemplary performance, guiding transformation, and motivating teams

Strategic professional with history of enhancing operations across matrixed organizations to deliver significant revenue growth, minimize costs, and produce results. Increased revenue from $1B to $3B.

Innovative leader skilled in guiding complex projects from conception to completion by clearly defining outcomes, guiding thought leadership, as well as empowering & motivating teams. Centralized fulfillment spanning 11 markets into single organization, slashing expenses $15M and enhancing customer satisfaction.

Collaborative partner who leverages strong business acumen and comprehensive knowledge of cross-functional areas to build partnerships that enhance efficiency and promote success organization-wide. Selected to lead multi-faceted initiatives driving robust operational transformation that meets evolving market needs.

Operations Leadership Revenue Growth Strategic Planning Customer Experience Process Optimization Automation Cross-Functional Leadership Program Management P&L Budgets Change Management Expense Reduction Customer Service KPI Development Technology Enablement Team Building Staff Development Problem Solving Technical: Microsoft Office Suite, Tableau

Experience & Achievements

COX BUSINESS (DIVISION OF COX COMMUNICATIONS), Atlanta, GA

Senior Director of Operations 2016–Present

Director of Operations 2013–2016

Execute strategy to enhance enterprise-wide customer fulfillment delivering $200M+ revenue growth annually. Selected to lead 2 major initiatives to transform organization, enhance operations, and boost efficiency. Oversight: Team of 450+ / 3 Fulfillment Leaders.

Exploded revenue from $1B to $3B while maintaining expense targets.

Cut $15M in expenses and doubled customer satisfaction by centralizing fulfillment, consolidating 11 independent markets / 500+ staff into single organization. Move spurred direct ownership of P&L, standardized outcomes, and enhanced service consistency.

Reduced labor costs 20% across fulfillment. Implemented technology roadmaps to standardize platforms, processes, and roles enterprise-wide, including introducing robotic process automation.

Boosted incremental revenue $12M and reduced order fulfillment intervals 85%. Enhanced customer experience with introduction of new systems and improved processes.

Surged fulfillment’s frontline productivity 25%. Innovated enterprise-wide incentives and learning plans.

Selected to drive comprehensive $3M / year technology transformation. Lead team transitioning from organic system to cloud, defining requirements to increase scalability organization-wide and enhance efficiency.

Serve as secondary leader of additional $25M transformation initiatives. Contributing to revamp of go-to-market strategy, customer treatment / segmentation, as well as operating service expansion.

Named Operations Leader of the Year in 2017 & 2013. Recognized for exemplary contributions to performance.

COX BUSINESS, Oklahoma City, OK

Director of Operations 2006–2013

Guided statewide sales support and customer fulfillment to earn $2.1M installation revenue annually. Oversight: Team of 70.

Surged revenue from $50M to $200M Recognized for exemplary operations performance.

Grew large account revenues 150%. Implemented strategic support roles that expanded customer base.

Achieved $25M in new revenue. Innovated targeted pricing and procurement to acquire large customers.

Boosted operating efficiency and standardized customer installation experience. Standardized common KPIs across local boundary partners.

Recognized as top performer in Operations across enterprise. Named to Operations Winner’s Circle in 2008.

Select Prior Experience:

Call Center Director WILLIAMS-SONOMA, INC., Oklahoma City, OK 2000–2006

Led team of 1K+ supporting Williams-Sonoma, Pottery Barn Kids, West Elm, and Pottery Barn Teen’s catalog & E-commerce sales.

Slashed employee attrition from record 138% to industry low of 14%. Introduced new forecasting tools; enhanced workforce management philosophy and capacity planning.

Exploded revenue $6M. Launched West Elm brand across catalog and E-commerce platforms.

Elevated staff performance. Initiated new technology platforms across 3 care centers.

Senior Acquisition Analyst MIDLAND MORTGAGE / MIDFIRST BANK, Oklahoma City, OK 1998–2000

Completed financial modeling, pricing, and acquisition of GNMA servicing rights.

Increased managed assets $4B in 2 years. Developed advanced financial models; acquired $5B in service rights.

Education

MBA, Finance & Accounting University of Phoenix

BS, Finance University of Central Oklahoma

Involvement

Board Member, Garner Crossings, LLC & Roswell North Elementary Foundation, Inc.

Keynote Speaker, Argyle Forum, Atlanta Automation Conference, E&Y Automation Conference

Guest Speaker, CXI Forum

Judge, Emory School of Business Showcase Program

Of Note: Awarded Red Cross medal for saving a life.

“Darren is focused, intelligent, and relaxed yet driven. It’s a combination that sounds easy but is hard to find.”

—Former Colleague

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