Business Operations Senior Leader

GREG R. ANDRUS, MBA

208-***-**** ****.********@*****.*** Caldwell, Idaho

www.linkedin.com/in/greg-andrus-mba-

Senior Business Operations Leader

Leadership and Management Performance Improvement Strategic Planning A sought-after thought partner and extremely insightful leader who collaborates at all levels, to build proactively trustworthy relationships and impactful teams who adapt to accomplish organizational goals quickly. An extremely resourceful leader who designs develops and drives overall performance by inspiring others through effective communication and fosters collaborative global teams. A pragmatic, analytical, resourceful leader who considers diverse and international perspectives before making insightful decisions. As a thought partner, excels at building solid bonds, constantly empowers high-functioning teams in a fast-paced global atmosphere and demonstrates the ability to adapt to ever-changing settings and competitive environments. Recognized for achievements in these areas with five major corporate awards.

Leadership and Technical Competencies

Successful Partner Integration and LOB Launch

Key Partner Management and Relationship Building

Champions Customer Journey Strategy and Support

Contextual Thinker and Tactical Problem Solver

Resiliency, Alignment, and Change Agent

Inclusive, drives opportunity to gain consensus for impact Multi-level Succession Planning and Talent Management Shape, Engage, and Empower Diverse Teams

Business Performance Data and Partner Analytics

Streamline Processes and Improves Performance

Oversee System Upgrade Readiness and Conversions

Enterprise-wide Operations, Service and Support

EXPERIENCE HIGHLIGHTS AND AWARDS

T-Mobile USA, Meridian, Idaho 2008 to 2023

Business Operations Manager, Global Care Operations 2022 to 2023

Work closely with Site SLT at Global Partner site to implement strategy and drive performance.

Mentor senior level leaders and establish plans to develop all frontline leaders.

Manage and achieve performance KPIs at site and manager level.

Identify, remove, or resolve any obstacles/challenges restricting performance improvement.

Work directly with all departments to ensure collaboration in driving performance. Business Support Manager, Global Care Operations 2019 to 2022

Deliver company objectives through consulting, teaching, and providing feedback with a global support team.

Develop and maintain reporting used to drive business insights and analysis of site performance.

Effectively identify process opportunities, performance gaps, and provide examples. Establish solutions for opportunities and coordinate with internal operations team.

Point of Contact and Subject Matter Expert for policy and procedural escalations.

Coordinate communication and onboarding on all product/service and Uncarrier launches, ensuring overall site readiness.

Business Support Manager 2015 to 2019

Effectively supported and managed a team of 4 Senior Analysts that provided reporting and analysis for the team of experts at #1 T-Mobile Center in 2017.

Drove improvement in specific metrics by providing insight and direction to the operations teams.

Developed and maintained monthly site incentives designed to motivate and award performance improvements for the #1 Best Place to Work in Idaho 2018.

Collaborated with other support teams and leaders to resolve problems and expedite work.

Supported and communicated business initiatives, system launches, and Un-Carrier move by ensuring that the frontline is informed and prepared to manage customer inquiries.

Provided direction and support to a team of 14 Customer Resolution Experts, one coach, and one senior.

Directed Offers Resolution Department, 3 Coaches, 3 Senior Reps, and 45 Representatives from December 2017 to September 2018.

Managed and onboarded the Offers Resolution Department 3 Coaches, 3 Senior Reps, and 45 Representatives from September 2015 to March 2016.

2016 2nd half - Power Zone Award Winner.

Resource Planning Manager 2008 to 2015

Managed an 8-person team that maintained schedules and staffing for a call center of over 700 employees.

Supervised and coordinated activities of workers engaged in customer service and call management activities.

Developed and maintained a wide range of reports that provide detail to operations teams, senior leaders, VPs, etc., on crucial success measures.

Collaborated with other senior leaders in the business concerning staff and improvement of procedures.

Supported a team that has received multiple awards for work done in support of call center operations. 2014 emerging Leaders Development Program (LDP) Participant. 2013 T-Mobilizer Award Winner (for work on the initial iPhone launch) 2009 Q4 Power Zone Award winner for managing an additional team of 7 frontline coaches and over 100 agents while maintaining current responsibilities.

Citibank, Meridian, Idaho 2002 to 2007

Telephone Command Center Senior Manager

Directed staff of 25 scheduling and forecasting analysts in 5 different United States call centers.

Managed inbound phone traffic for six call centers across the United States and Mexico.

Managed schedules and requests for 3,000+ call center representatives.

Ensured that 30+ million customer contacts a year were handled and answered on time.

Collaborate with multiple managers across the enterprise to provide time for coaching and developing frontline customer service agents.

Maintained set service levels and financial goals.

Collaborated with the business to establish long-term capacity planning and short-term forecasting and requirements.

2006 (Citibank) National Team Award

For work on a significant systems conversion and establishing staffing and training schedules for 3,000+ employees. Sears Credit, Boise, Idaho 1997 to 2002

Team Manager

Coached and developed 15 - 20 inbound customer service agents.

Provided leadership for a diverse team of agents who handled customer inquiries, billing disputes, and AR.

Resolved and handled enterprise-wide customer escalations and inquiries. EDUCATION

Master of Business Administration 2022

University of Phoenix

Bachelor’s degree in Business Management / Secondary degree in Marketing 2007 University of Phoenix, Meridian, Idaho

GREG R. ANDRUS 208-***-**** ****.********@*****.*** Caldwell, Idaho

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