Customer Service, Human Resources, Operations, Senior Management

Tony Beard

Smyrna, TN 615-***-**** ad5tf8@r.postjobfree.com www.linkedin.com/in/tony-beard

SUMMARY OF QUALIFICATIONS

Data-driven, energetic, hands-on leader with proven success in driving cross-functional teams through operational excellence and cost reduction initiatives generating sustainable revenue and performance gains. Progressive experience building mutually beneficial business partnerships, leading highly effective teams, and delivering innovative strategies to promote accountability and awareness around diversity and inclusion. Increase strength within customer relationships, improve business practices, and drive profitable growth across all levels within an organization.

CORE COMPETENCIES

Strategic Planning ~ Large Scale Change Management ~ Customer Relationships ~ Organizational Management ~ Production Operations ~ Project Management ~ Policy and Procedure Implementation ~ Quality ~ Operational Excellence ~ Financial System Optimization ~ Supplier Quality ~ Matrix Management ~ Data Analysis ~ Tele-Sales Management Training ~ Personnel Development ~ Vendor Management ~ Human Resources ~ Diversity and Inclusion

PROFESSIONAL EXPERIENCE

BROADCAST MUSIC INC. (BMI), NASHVILLE, TN. 2019- Present

Senior Director TV Operations

Leader in developing and executing department strategies related to the outward facing, customer service, and administration functions of the Distribution and Administration Services with TV Operations Team. Responsible for managing and developing business relationships with BMI publishers and other industry parties to achieve department and company goals.

HR Engagement

Lead and manage teams responsible for hiring and development through extensive training and support

Manage and represent BMI in cross-industry initiatives around diversity and inclusion.

Partner with the Human Resource and A.V. Department to build and drive employee engagement

Direct partnerships to create and start up Employee Resource Groups within BMI

Attend continuous education and training as it relates to DEI to increase ongoing knowledge and employee development

TV Operation

Develop and implement strategies to further enhance client management, customer service and catalog management processes.

Manage activities to assure the department’s integrity, inclusion, and completeness of high value works for developing leaders

Monitor and assess impact of changes related to copyright law, regulatory, or industry standards

Manage key employee/client relationships to ensure all requests, issues or needs are addressed in a timely manner.

Provide leadership, direction, and oversight to the teams responsible for customer service and management of the leadership and processing team.

ARAMARK, NASHVILLE, TN 2018

Human Resources Specialist

Member of Global Shared Services HR Operations team. Process candidates through applicant tracking system (iCIMS). Assist hiring managers with managing internal and external job postings. Process new hire paperwork; follow-up on background checks. Run queries and run ad hoc reports from iCMS as needed.

VERIZON CORP. 2013- 2018

Financial Services Retention Manager

Manage project coordinators for conversion training and support at various Verizon Wireless Call Centers. Implement and streamline projects to align Centers of Excellence for business growth and simplifying processes.

Manage churn reduction projects and resolve issues and opportunities identified by the Financial Services organization.

Assists in the interviewing and hiring of employee team members with the appropriate skills, as needed.

Establishes and maintains contact with external and internal recruitment sources.

Attend job fairs and ensure documentation efforts in accordance with Standard Operating Procedures.

Work with Human Resources to network with local organizations for current or future center openings.

Oversees/monitors candidate identification and selection process.

Manage engagement and recognition programs that drive results and ensure business processes are met.

VERIZON WIRELESS, NASHVILLE, TN 2003 – 2013

2006 - 2013 Financial Services Coordinator Manager

2003 - 2006 Financial Services Supervisor

Overseer of daily processes that are to enhance and position the business for growth and profitability. Develop employees in developmental programs and training to build on sales and customer service skills. Drive product sales, collections, and performance management.

Operate timely, complete, and cost-effective collections strategies for all outstanding customer accounts, achieving a goal of 98 percent to 100 percent metric rate.

Partner with a quality team to ensure customer satisfaction metrics meet First Call Resolution goals of 90 percent and above as well as foster internal and external cooperation to enhance customer service objectives.

Oversee the adequate reporting of delinquent accounts and collections.

ADDITIONAL EXPERIENCE

BRIDGESTONE-FIRESTONE, LAVERGNE, TN Operations Supervisor

COMDATA CORPORATION, LAVERGNE, TN Customer Service Specialist

CELESTICA CORPORATION, LAVERGNE, TN Plant Manager-Manufacturing

CERTIFICATES / REGISTRATIONS / AWARDS

Certified HR Training Facilitator Verizon Finance; Verizon Green Belt Lean Six Sigma; Four-time Verizon Wireless Management Employee of the Month, Recipient of MTSU/TSU Matching Scholarship; Recipient Lion’s Club Academic Scholarship; Rotary Club Scholar; Dean’s List Graduate School at the University of Phoenix

CIVIC AFFILIATIONS/VOLUNTEER SERVICE

Member of Masonic Lodge No. 12, Murfreesboro, TN

Past President and Member of the National Board of Director for Middle Tennessee State University.

Member of Alpha Phi Alpha Fraternity Inc.

Advisory Board Member for the Boys and Girls Club of Middle Tennessee

Member of Martin Luther King Scholarship Board, Murfreesboro TN

Board Member for the Middle Tennessee Network Association

Executive Board Member for the Omicron Sigma Lambda of Alpha Phi Alpha Frat. Inc

EDUCATION

MBA, Management Technology, University of Phoenix

BS, Criminal Justice, Middle Tennessee State University

Certification, HR Strategic Leadership – Cornell University

Contact this candidate