Executive Customer Care

RICHAR

D DONO

HUE

***** ***** *** ***** ******* Bar, CA 91789 714-***-**** adhziq@r.postjobfree.com www.linkedin.com/in/richdonohue/

Just a few highlights that I believe make me uniquely qualified for the position of Vice President, Global Shares Services:

- Held various Accounting leadership roles including Director, Financial Operation to Vice President, Controller of a Fortune 100 company with revenue in excess of $40 billion.

- Executive leader of multiple corporate outsourcing efforts of various functions including RTR, QTC and PTP to both India and the Philippines through BPO relationships with Infosys while at Ingram Micro and Concentrix while at Pomeroy.

- Established the Ingram Micro Shared Services Center in the Philippines and transition 500+ geographically positions to support North America, Asia and Global functions. The Center expanded to 1,700+ agents and became the model to centers in Sofia, Bulgaria to support European operations and Costa Rica to support Latin America.

- Developed Six Sigma teams to focus on performance monitoring, process efficiencies, cost optimization, organizational effectiveness and business transformation opportunities.

- Worked for Capgemini as a Senior Account Development Executive which provided an understanding of the sales process including solution development, geographic placement, workforce management, contract negotiations, pricing and performance management.

- Currently working at Alorica, another global BPO provider as an Executive Consultant driving strategic projects within the IT organization. This provides insight into the IT infrastructure allowing me to understand technology diversity requirements, efficiency, risks, security transformation opportunities and business continuity. I was also involved in the current business model change to the significant shift to the Work at Home environment. Supported with my Controllership background in financial operations, I have 360-degree view from managing outsourcing providers, executing multiple transitions, leading a global shared services center to working as an Account Executive. My experience provides me with a unique insight into contract negotiations, transition planning, training, effective parallel operations, resource management, retained organization structures, performance monitoring and facilitating the internal change management process. I would welcome the opportunity to discuss my background in greater detail and learn more about the position. Please feel free to call me at 714-***-****.

Best regards,

Rich Donohue

RICHAR

D DONO

HUE

20881 Quail Run Drive Diamond Bar, CA 91789 714-***-**** adhziq@r.postjobfree.com www.linkedin.com/in/richdonohue/

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Alorica, Irvine, CA

Alorica provides a suite of world class services including business process outsourcing, contact centers, customer service experience, logistics, fulfillment, multichannel and technical support with over 100,000 employees in 140 global locations Senior Executive Consultant (2018 – Present)

Executive consulting assignment to drive execution and establish financial governance for major strategic technology projects:

Cost Savings: Facilitated projects that generated over $18 million of annualized telecom cost reductions from data circuit decommissions, voice optimization, data center consolidations, site closures, carrier negotiations and other operational efficiencies.

Annual Budget/Forecasting: Enhanced process to manage and control annual spend of $135 million in operating expenses and

$20 million of capital expenditures with focus on return and investment justification.

Strategic Project Execution: Management of transformational enterprise technology projects that increased productivity, reliability, security and enables greater agility. Enhanced financial tracking and execution to drive cost efficiencies, growth enablement and business model changes including significant shift to Work at Home requirements.

Technology Expense Management: Implemented TEM solution to manage $60 million global spend focused on delivering telecom savings, labor/process efficiencies and enhanced ability to facilitate full lifecycle from procurement to decommission. Pomeroy, Irvine, CA

Headquartered in Hebron KY, a leading provider of high-quality IT infrastructure managed services including network, end user, data center, Cloud and staffing with 4,000 employees and annual revenue of $900 million Vice President, Operational Excellence (2016 – 2017)

Operational Excellence: Execute initiatives that drive continuous improvement through process re-engineering, workflow management, implementation of tools and technology while achieving higher productivity levels and enhanced quality.

Cost Optimization / Offshoring: Executive lead on project that transitioned 200 positions to the Philippines including technical support, customer care installation engineering, service dispatch, order entry and purchasing administration. Responsibilities included third party contract negotiations, transition planning, training, parallel operations, performance metrics and facilitating the change management process. Generated $1.5 million in cost savings, executed on time, within budget resulting in a 12-month payback.

Organizational Effectiveness: Identify opportunities to streamline the organizational structure by evaluating grade levels, span of control, reporting alignment, talent acquisition and leadership development while enhancing the decision-making process and driving accountability to meet defined financial objectives. Capgemini USA, Burbank, CA

Leading global provider of consulting, technology and outsourcing services located in over 40 countries with 180,000 employees and annual revenue exceeding $11 billion. Senior Account Development Executive – Business Services (2015 – 2016) Combined experience from various financial executive positions, global shared services center development, BPO relationship management, leading internal outsourcing initiatives creates ability to identify new opportunities through trusted strategic advisor role.

Strategic / Business Development: Managed relationships with large corporate clients in Media, Entertainment and Technology covering all opportunity development aspects including finance, accounting, customer care, procurement, supply chain, analytics and other business services for new, add-on and growth in existing operations which resulted in numerous multi-million-dollar transactions.

Client Engagement: Provided a point of connection for various clients to the delivery teams to ensure proper escalation of issues to drive enhanced performance through regular contact with key stakeholders at the senior executive levels while developing a demand generation culture to establish a pipeline of opportunities across the account to meet internal financial objectives.

Negotiation Capabilities: Accountable for conducting the negotiations of new business transactions to ensure commercial viability while managing internal compliance requirements.

Team Leadership: Work closely with Bid team, Solutions, Transition, Finance, Legal, Delivery and executives to ensure that client expectations are managed, support is provided, and interactions are coordinated for new pursuits and existing engagements. DPI Specialty Foods, Ontario, CA

Nationwide specialty food distributor providing customized sales, marketing, and logistics solutions to the retail and food service sector with annual revenue exceeding $900 million. Senior Executive Financial Consultant (2014)

This was an interim consulting assignment to position the company for a strategic acquisition with responsibilities that included:

Strategic Planning: Develop the framework for the implementation of a long-term strategic planning process.

Financial Modeling: Establish modeling for growth, geographic expansion and new market penetration opportunities.

Geographic Expansion: Evaluate capacity to accommodate sales growth and identify alternatives to facilitate expansion.

Capital Structure: Provide recommendations for enhancements to the financial structure and working capital improvements.

Business Model Changes: Identify operational efficiencies, increased organizational effectiveness and enhanced internal controls. Ingram Micro, Santa Ana, CA ■ 1996 – 2013

Wholesale provider of technology products and supply chain services with 20,000+ associates in 40+ countries and annual revenue exceeding $40 billion; Fortune 100 company. Vice President, Strategic Development & Execution (2005 – 2013) Promoted to new position to lead internal consulting team in identifying and capitalizing on new opportunities to drive incremental revenue growth and increased profitability.

Strategic Growth Initiatives: Leveraged new business models, adjacent market opportunities, and diversification strategies in physical security, digital signage, mobile health care devices, consumer electronics, Cloud, mobility, private label, logistics services, advanced computing and technology solutions divisions.

Cost Optimization: Played key role in increasing operating income from $84 million to $150 million on $10+ billion annual revenue by driving headcount reductions, outsourcing, strategic sourcing, process efficiencies and decreased operations expenses.

Project Management: Established a project management office (PMO) to drive focus and accountability for department plan execution, organizational support, executive escalation and financial tracking for strategic and cost-optimization initiatives.

Shared Service Center: Transitioned 500+ dispersed outsourced positions into new center in Philippines which expanded to 1,700+ associates in three years managing North America, Asia-Pacific, and global functions. Vice President, Controller Assistant Controller Sr. Director, Financial Operations Assistant Treasurer (1996 – 2005) Hand-picked by senior executives for high-profile position in corporate controllership. Quickly advanced from financial operations to senior-level financial position on team charged with improving profitability in difficult economic environment.

Organizational Leadership: Led North American organization of 325 general accounting, strategic sourcing, financial operations, inventory, accounting, and shared services associates.

Internal Controls & Compliance: Executed SOX compliance effort for North American region.

Financial Reporting: Enabled evaluation and identification of opportunities by improving profitability reporting of business unit performance, initiated balance sheet review process in order to determine appropriate reserve levels and improved internal controls.

Cost Optimization: Generated $24 million in cost savings through strategic sourcing project by establishing center-led organization to reduce rate and buying volume; saved $12 million annually by transitioning 500 positions to lower-cost geographies.

Strategic Financing/Cash Management: Negotiated $1 billion revolving credit facility, implemented $700 million asset securitization program and executed $100 million inventory finance agreement and implemented centralized cash management. Global Countertrade Corporation, Franklin Lakes, NJ ■ 1994 – 1996 Business Development Financial Consultant

Oki America, Inc., Hackensack, NJ ■ 1983 – 1994

Director, Treasury Operations (1992 – 1994), Director, Corporate Reporting & Budgeting (1988 – 1992) Divisional Controller: Oki Telecom (1983– 1988)

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Master of Business Administration (MBA), Finance Fairleigh Dickinson University, Silberman College of Business, 1989 Bachelor of Science, Business Administration, Accounting Seton Hall University, Stillman School of Business, 1980 Six Sigma Certification 2001

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