Business Operations Leader

Jeff Bisgard

**************@*****.*** Denver, CO Open to relocation & travel 303-***-**** www.linkedin.com/in/jeffbisgard

Candidate for

Business Operations Leader

Dynamic operations leader with a proven track record of enhancing operational efficiency, profitability, and customer satisfaction in high-stakes environments.

Core strength in leading sales organizations and developing partner relationships delivering multi-million-dollar profitability gains.

Expertise: Strategically maximizing initiatives to enhance end-to-end customer satisfaction through operational reporting, forecasting, automation, and workflow optimization.

Core competencies:

Strategic Planning Reporting Information Sharing Operational Improvement

Global Sales Operations Enterprise Program Management Change Management

Financial Modeling Cross-functional Team Collaboration Performance Management

Technology Implementation BPO Process Transformation Vendor Management

Experience

COMCAST BUSINESS 2018 to Present

Technology solutions–Internet connectivity, software-defined networking, cybersecurity solutions, cloud services

Director, Sales Support and Operations

Oversee delivery of enterprise customer excellence for Fortune 500s and large enterprises valued at >$900M ARR. Optimize order processing, divisional support, migrations/renewals, addressing, and order fallout.

Developed a comprehensive sales strategy that aligned with global market trends and customer needs, significantly expanding our service offerings across North America. This strategic pivot contributed to a 30% YOY growth rate, enhancing our competitive position in key markets.

Launched AI driven order entry team managing 80% of the manual order entry tasks for Serviceability, customer self-service (Electronic Ordering) and system set up.

Implemented customer support systems (Salesforce, Jira, chatbot, Zendesk), agent tools (Microsoft Power BI), training, and quality assurance programs, improving new order quality by 60%

Established a Sales Advisory Board to formalize vetting and prioritization of enterprise customer feedback to drive sales operations improvements.

Ranked in the top 5% of 5000 leaders companywide in 2022 in eNPS for employee satisfaction.

LUMEN CENTURYLINK QWEST 2003 to 2018

High-speed internet, fiber, voice, phone, and TV services for both residential and small business customers

Director, National Field Sales Operations (2014 to 2018)

Led 8 direct reports supporting a total field sales team of 344 in providing sales operations and support for 150 retail locations, 25 Outside Sales Reps and 30 Account Managers representing $395M in annual sales.

Analyzed and improved core business processes (sales execution, sales processes, sales operations, territory planning, funnel management, quota development and budgeting) serving consumers as well as small business, MDU/apartment complexes, and hospitality accounts.

Transformed sales boosting annual revenue by $3.7M through innovative sales enablement programs and operational efficiency improvements.

Reduced OpEx by $8.8M by reorganizing field sales from an unwieldy regional focus to a centralized team with more effective supervision and standardized systems and processes.

Earned Circle of Excellence Award for top 1% of performers in 2016 for outstanding contributions to the business for improving in YoY sales by 12% while reducing cost per sale by 8%.

Continued…

Jeff Bisgard

Page 2-303-***-****

Experience

LUMEN CENTURYLINK QWEST 2003 to 2018

Sr. Manager, Call Center Sales Operations Consumer Mass Markets & SMB (2010 to 2014)

Work directly alongside the SVP of Sales, preparing and shadowing important meetings, and ensuring clear internal communication.

Led a sales Operations team of 5-9 direct reports and a total organization of 64, that drove operational success for 5,000 call center employees in 27 locations, optimizing budgets, processes, systems, and facilities.

Controlled a CapEx budget of up to $14M and OpEx budget of $620M.

Led post-merger integration (business transformation, profit enhancement, revenue growth, synergy tracking, reporting, process improvement, and scalability); contributed to 22% positive change in margins through call center consolidation and reduction of 1800 FTEs.

Manager, Call Center Sales Operations Mass Markets (2003 to 2010)

Collaborated directly with the Executive Vice President (EVP) and Senior Vice President (SVP) of Sales to facilitate operational efficiency, ensuring seamless company operations.

Orchestrated 25 operational process improvement projects, producing 20% YoY cost reductions on the overall Consumer Small Business Sales & Service budget of $628M.

Led systematic consolidation of 32 call centers to 15 locations between 2003 and 2010, leading a major workforce rightsizing initiative while also meeting state and federal PUC regulatory requirements.

Generated YoY annualized savings of $10M without impacting quality of service or revenues, earning JD Powers Customer Service Award in 2007 and Gallup’s Best Places to Work in 2008.

Won Circle of Excellence Award for leading a project to migrate 77,149 customers on to new fiber technology, delivering 85% conversion rate against goal of 70%, increasing ARPU by 60%.

AMERICAN MANAGEMENT SYSTEMS 2001 to 2003

Technology / management consulting firm

Principal, Technical Support Manager

Consulted with key account to develop, implement, and manage Tier 2 and Tier 3 Technical Support Help Desk processes with a team of 14, providing world-class customer support to Wholesale Customers.

Streamlined Tier 3 tickets by 80%. Reduced inbound call volume by 60% by implementing customer training account teams in streamlining the troubleshooting and product process.

Achieved 100% call answer rate and 80% first-call issue resolution, revolutionizing customer satisfaction.

Education Certificates Leadership

METROPOLITAN STATE UNIVERSITY OF DENVER

Healthcare Administration, Sports Medicine

CORNELL UNIVERSITY

AI Strategy Certificate program

AMERICAN MANAGEMENT ASSOCIATION

Certificate, Project Management Certificate, Budget Development & Administration

SOFTWARE

Salesforce, Jira, PowerBI, Microsoft Office, Oracle Micros XSTORE

Contact this candidate