Customer Experience/Operations

Mitch Henry...

561-***-**** • www.linkedin.com/in/mitch-henry/ • *************@*****.***

Highly strategic and transformational Operations Executive/Chief of Staff who creates cultures of excellence that drive growth and efficiencies across highly complex communications, technology and asset-based industries. With the focus, dedication and determination developed as a Senior Enlisted Marine in the US Marine Corps, builds forward-facing, client-centric, people-driven organizations that enhance top- and bottom-line performance. Continually sought out for credibility, subject matter expertise and ability to win trust from stakeholders across the board. Through thought leadership, innovation and a passion for mentoring, fosters not only organizational sustainability, enterprise value and profitability, but individual and professional growth. Notable contributions and strengths…

Driving Profitable Growth: Following acquisition that doubled an emerging division’s portfolio to 20,000+ managed rooftops, enacted a multipronged approach to efficiently win new business while retaining existing accounts. Over three years, built annual revenues to $90M, increased EBITDA and division valuation ~10%, strengthened customer service by reducing sales/project lifecycle 24%, and grew bottom line 5% through a 20% head count reduction.

Optimizing Resources for Efficiency and Service: Partnered with IT, Engineering, Finance and Leasing to define technical business requirements, create and implement the first online leasing application platform for over 1,900 unique customers and 20,000 collocation applications annually. Following launch, cut 3,000+ hours of data entry annually, expedited approvals, and provided customers 24/7 access to existing equipment loading and ability to submit applications anytime from anywhere to lease space across 30,000 cellular communication towers in the US.

Improving Customer Service: As customer base continued to grow, realigned 110+ Leasing Operations team into customer-centric teams dedicated to key phases of the end- to-end process, resulting in 25% reduction in service-level time frames, increasing customer satisfaction scores, and exceeding annual EBITDA goal at 200% of budget.

Expertise in Building Organizational Capability

Operations Management

Asset Management

Project Management

Finance P&L Budgeting

Analytics Forecasting

Contract Negotiations

Customer Experience

Lean Six Sigma

M&A Integrations

Performance Management

Training and Development KPIs

Strategic and Tactical Planning

Continuous Process Improvement

Cross-functional Talent Assessment,

Team Building, Leadership and Mentoring

A Career of Optimizing Resources for Growth, Profitability and Performance

CTI TOWERS, INC – Cary, NC

One of the nation’s largest, private tower companies, founded in 2011 with the backing of Comcast Ventures.

CHIEF OF STAFF, 2019 – June 2020

Hired into newly established, interim role, with accountability for people operations and team growth for Lease Administration, Legal, Operations Support, and Sales and Marketing, allowing CEO to grow business. Reported directly to CEO, with direct oversight of team of eight. Partnered with executive and operations leadership teams to drive rapid execution and internal initiatives in support of mission and strategic priorities.

Reduced service-level agreements 22% by identifying and resolving inefficiencies, instituting KPIs and modifying processes across Sales, Marketing and Operations.

Created a more engaged and cohesive team by encouraging community-oriented volunteer work.

Drove 14% increase in followers to company LinkedIn page through value-added posts and trade show signups.

Collaborated with website designer, Sales and Marketing to revamp sales applications on the CTI website, including CTI Towers location tool and map search program, resulting in increased lead generation.

Formed cross-functional team to assemble comprehensive data file compiled of 87 data fields for 1,100+ assets, critical for upcoming major build initiatives that will yield ~$750K in new annual revenue from long-term leases.

LENDLEASE – Jacksonville, FL/Charlotte, NC

A leading international property and infrastructure group, with approximately 13,000 employees across operations in Australia, Asia, Europe and the Americas.

DIRECTOR, ASSET MANAGEMENT/OPERATIONS, 2017 – 2019

Hired in a joint role, as member of the JV (Officer of the Company) and Director of Asset Management, to lead the efforts for the establishment of an infrastructure joint venture with SoftBank Group to develop and own telecom infrastructure assets in the United States. With company as new entrant into telecom sector, facilitated opportunity to deploy integrated business model, identifying people, systems and processes required. Accountable for asset management, business intelligence, operational reporting, collocation management, contract management, and lease administration for a growing portfolio of rooftops and towers.

Ensured timely delivery of the Rooftop Platform utilized by more than 75 team members.

Designed and launched Asset Management team for Lendlease Telecom Business Unit.

Negotiated multiple vendor contracts to support the Rooftop JV with SoftBank.

AMERICAN TOWER CORPORATION – Boca Raton, FL

An American publicly held company, owner and operator of wireless and broadcast communications infrastructure worldwide. The company is structured as a REIT and was named to Fortune magazine's Fortune 500 for the first time in 2017.

VICE PRESIDENT/GENERAL MANAGER, MANAGED SITES, 2014 – 2017

Identified and selected by SVP and President of US Tower Division to lead strategic planning, revenue generation, EBITDA growth, and operations for an emerging division in Boca Raton, FL, which offered fully managed telecom collocation services to cellular providers. Held full P&L accountability for what grew into a $90M region and directed 75 direct and indirect reports across IT, Finance, Legal, Operations, Leasing, Real Estate and Project Management. Oversaw end-to-end client services, including outreach, new business development applications, negotiation, zoning/permitting, and rooftop service installation.

Integrated newly acquired company for a combined portfolio of 20,000+ rooftop sites across the US.

Increased EBITDA and overall division valuation 9.2% within three years.

Achieved 2.6% CAGR between 2014 and 2016 and 140% of top-line revenue target in 2016.

Grew the bottom line 5% through a 20% head count reduction without impacting revenue and productivity.

Cut aging/past due accounts 50% by improving follow-up and including Finance in team meetings.

Reduced Sales/Project Lifecycle 24%, from 6.5 to five months through improved customer service.

VICE PRESIDENT, LEASING OPERATIONS, 2009 – 2014

Chosen to lead top revenue-producing division within the US, with a focus on evolving the culture and building a customer-centric team. As volume of projects, numbered at 20,000 annually, continued to outpace staffing levels, issues arose regarding customer service. Maintained accountability for strategic planning, operations and $80M in annual revenues from a book of 1,900 telecom clients. Led 110+-person, cross-functional team comprised of directors, project managers, project coordinators and attorneys.

Exceeded EBITDA/budget goal for five consecutive years, attaining 200% of budget in 2013.

Won All-American Team Award in 2011 for successful launch of the Online Leasing Application system, which cut 3,000+ hours of data entry annually and expedited approval process.

DIRECTOR, PROJECT MANAGEMENT, 2006 – 2009

Promoted and relocated to Boston to lead ecommerce transformation and growth of the largest customer service team within the company. Focused on operational performance, procedures and training to resolve delay of deliverables as well as quality of work. Held full P&L accountability for leasing applications from receipt to fully executed lease, and installation of customer equipment across 20,000 cellular towers. Led team of 50+ project managers, training and development manager, and coordinators.

Attained 90% approval rating, a 35-point improvement in Client Survey Score, in less than two years.

Reduced project turnaround time 47%, from 53 to 28 days through training, establishing awareness of customers’ unique process and expediting follow-up.

Played integral role in driving ecommerce strategic planning, by defining business requirement for security, sourcing and selecting software vendors.

Recipient of All-American Team Award in 2007 as the Best Team in the US, achieving top scores in sales, productivity, service and operations.

Earlier American Tower Corporation progression:

Area Sales Manager, Houston, TX

Area General Manager, Nashville, TN

Project Manager, Wilson, NC

Construction Manager, Raleigh, NC

Service to Country

United States Marine Corps

FIRST SERGEANT (HONORABLE DISCHARGE)

Completed a rewarding military career, which encompassed Detachment Commander, Marine Security Guard, Warsaw, Poland and San José, Costa Rica, reporting directly to US Ambassadors/Regional Security Officers; one of 13 Marines assigned to high-level, Joint Special Operations Command, Fort Bragg, NC; and selection as the Honor Graduate, US Army Airborne School, Fort Benning, out of 500+ Army, Airmen, Navy and Marine students.

Education and Professional Development

BS, Business Management, University of Phoenix, anticipated July 2021

Inducted Member, The National Society of Leadership and Success

Strategic Thinking, Linkage Leadership Dale Carnegie Public Speaking and High-Impact Presentations

Six Sigma Green Belt Certification

Associate of General Studies, Central Texas College

ALIGNING PEOPLE, RESOURCES AND STRATEGIES FOR OPERATIONAL EXCELLENCE

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