Operations Management, Customer Service and Sales

CLARA LYDON

San Tan Valley, Arizona ● 847-***-**** ● ************@*****.***

Operations Leader Process Driver Business Development Leader Wireless Experience Multifaceted, business savvy leader with proven success in navigating increasingly complex organizations with compelling metrics and targeted plans. Build diverse relationships across functional and regional boundaries to support business initiatives. Champion inside sales transformation through business knowledge and technology expertise to identify and solve problems in complex organizations. Possess excellent analytical, facilitation as well as written and oral communication skills. Highly collaborative, metrics-driven team player.

• Six Sigma Green Belt

• B2B High Volume Sales

• Sales Incentive Program Development

• Develop and Grow sales Teams

• Employee coaching

• Training & Consensus Building

• Operations and Process

Transformation

PROFESSIONAL ACCOMPLISHMENTS

• Quickly evolved professional skills from operations to inside sales for a $90M book of business to transform a team of 13 account managers and exceed quota by 134% within one year.

• Exceeded 2018 quota by 243% by selling additional service, cloud, data protection services

• Completed Six Sigma Billing Project with savings and added Revenue of 4M.

• Facilitated integration of operations employees to ensure selection of best talent in significant merger of two global organizations. Guided business leaders’ positioning of existing talent in new company business model, enabling the business to accomplish site consolidations and meet projected synergies while maintaining high standards of operational excellence. PROFESSIONAL EXPERIENCE

G4S SECURE SOLUTIONS, Phoenix, AZ September 2019- Current Director of Operations

Responsible for P&L management, operational controls and KPI management for the Southwest Market representing $80M revenue with a 30% gross margin. Accomplished and collaborative business leader who operates best in a fast paced, transformational cultures. Driven to enable employees to achieve operational excellence and consistently exceed quota attainment. Able to adapt quickly to change and drive results in diverse environments.

• Leading a team of 8 District Managers to achieve sales goals, and client relationships.

• Improvement of Gross Margin by 14% year over year

• Oversee placement and logistics of over 1200 Officers throughout the Southwest Market IRON MOUNTAIN (FORMERLY RECALL), Boston, MA December 2005 – Sept 2019 Director of Client Development 2017 - 2019

Led team of 13 account managers to achieve sales goals for $90M book of business representing over 200,000 clients.

• Managed outbound and inbound account managers to ensure smooth contract renewal and increase customer revenue through upsells resulting in 12%.

• Developed SPIFF programs, revised compensation plan and implemented incentive programs resulting in 52% decrease in voluntary employee exits.

• Reduced retentions by 48% of all cloud and data protection clients by implementing of a retention program

Director of North America Operations 2011 – 2017

Responsible for P&L management, operational controls and KPI management in 31 secure data storage sites representing $45M revenue at 56% gross margin. Managed 31 secure storage sites and logistics for transportation of mission critical customer information.

• Controlled storage and logistics operations locations resulting in year over year gross margin improvement of 14%

• Managed Facility site consolidations resulting in consolidations and labor savings

• Organized and managed lean events and six sigma projects resulting in additional 4M in revenue

• Managed sales and account management

• Managed Acquisitions and Mergers

Market Operations Manager 2005 - 2011

Responsible for P&L management, budget preparation and controls for sales and operations of all service lines in a $23M book of business with a gross margin of 54%. This book of business represented 17 locations in the Midwestern United States. Maximized financial performance through proactive KPI and DOR management.

• Managed capacity planning for 22 facilities

• Conducted risk management auditing, including safety, OSHA, fire code compliance and SOP compliance resulting in sites with 600 day with no accidents

• Support all sales and account management initiatives including RFP development

• Optimized pick up and delivery routes resulting in 16% labor savings

• Organized and managed lean events and six sigma projects resulting in over $4M SHRED-CO/SHRED-IT, A MOBILE ONSITE DESTRUCTION COMPANY, Woodridge, 2001 - 2005 General Manager

Responsible for P&L management, budget preparation and controls for $3.2M market of 2 locations.

• Oversee route management and daily operations resulting in 24% labor savings

• Managed route and fleet maintenance

• Managed and drove sales and marketing strategies

• Implemented Collection program resulting in reduced accounts receivables from 31% to 2.5% Additional Experience

Cartel Mobile (Agent of Cingular/AT&T) 1994 - 2001 Director Retail Sales

CellularOne/Cingular Wireless/AT&T 1985 - 1993

Customer Service Manager

EDUCATION & CERTIFICATIONS

Bachelor of Science in Business Management

Western Illinois University, Macomb, Illinois

Six Sigma Green Belt

TECHNICAL SKILLS

High proficiency in Microsoft Office (Word, Excel and PowerPoint) Proficient SalesForce user

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