Financial Management Call Center

Douglas J. Deyo, MBA

*** *. ******* **. **** #* Phone: 480-***-****

Phoenix, AZ 85027 e-mail: ********@*****.***

Executive Summary

A proven leader of US and Canada Financial/Facilities/Construction and Services offers expertise in developing successful growth strategies and operations/financial management delivering on company objectives while achieving the highest levels of customer satisfaction. Also known for creating highly effective teams and fostering development and customer spirit. Effectively manage P&L on multimillion-dollar, multi-service, and multi-site business operations.

Summary of Qualifications

Proven professional experience in Finance/Facilities/Operations/Services management coupled with exceptional interpersonal and communication skills in the following professional competencies:

●Financial Management

●Space Planning

●Restaurant/Hotel Mgmt.

●Budgeting/Cost Control

●Capital Planning

●Construction Management

●Call Center Management

●Facilities/Property Mgmt.

●CMMS (Maximo)

●Project Management

●Analysis/Reporting

●Hospitality Management

●Procurement/Sourcing

●Contract/Vendor Mgmt.

●Process Improvement

●Systems Implementations

●HR Management

●Quality Management

Professional Experience

Independent Consultant 2023-2024

Evaluate business financials for accuracy and errors

Review operations and operating procedures and make recommendations for improvements, cost savings, enhancements, etc.

Aid in system improvements, installations and recommend areas for enhancement

Aid in implementing system automations to aid in operations efficiency and improve financial reporting.

Work with owners to develop key metrics to evaluate operations efficiencies, costs, etc.

Enhance operations reporting to aid in effective management decisions and cost savings.

AZ Army National Guard 2023

Budget Manager

Invitation Homes

National Manager, Maintenance 2022

Direct sourcing and vendor qualification for US markets.

Qualify vendors and manage relationship with vendors.

Conduct regular performance reviews to identify sourcing needs, service gaps and service issues.

Work with Regional Managers to identify service needs and gaps.

Identify market product and equipment needs and submit recommendations for approval.

Direct sourcing and vendor qualifications for US metro markets involving over 30 service trades

Conduct regular spend analysis and develop vendor rates and company cost targets by service category.

Recommend process improvements and opportunities to improve resident experience.

Work with market leaders to manage fleet/market inventories and make recommendations on product modifications.

Work with regional leaders to ensure fleet mechanics have proper training and tools to complete repairs on market assets.

Work with regional leaders implement product and process changes.

Conduent – Tempe, AZ 2017-2021

Service Delivery Director

−Oversee and manage the operations of the business unit with $15 million in company revenue- ($30 billion in client financial processing responsibility) overall responsibility for the account (Service delivery, Customer Satisfaction Experience, Recruiting Outcomes, IT, Training Outcomes, HR, Profitability and Employee Satisfaction)

−Manage accounting, accounts payable, disbursements and customer service for a large global customer.

−Manage the client relationship ensuring client satisfaction across global locations (US- Tempe, AZ; Troy, OH; Montego bay, Jamaica; Manilla, Philippines).

−Profit and loss responsibility and control of planning from for accounting and finance operations.

−Budgeting, forecasting and managing expense priorities for offices in AZ. OH, Jamaica, and Philippines.

−Recommend and implement changes to methods for the business unit to increase profitability

−Provide budget analysis, labor planning, problem resolution and coordination of activities between client and company personnel.

−Manage employee retention initiatives for staff of 225 employees in multiple US and offshore locations.

−Management to include - managing absenteeism, workforce productivity, and overall employee satisfaction.

−Manage monthly client reporting and KPI’s, metrics and critical services,

−Manage/lead annual Soc 1 audits an insure timely completion and client reporting.

−Leadership development including skill development, accountability training, and delegation.

Progress Residential – Scottsdale, AZ 2016-2017

Director, Field Operations & Procurement

−Direct sourcing and vendor qualifications for US metro markets involving over 30 service trades servicing over 24,000 single f1amily properties.

−Develop and manage vendor/supplier network awarding work to top performing vendors.

−Develop, negotiate and source national purchase agreements while outlining performance criteria and service level expectations; negotiate rebate/reward structures.

−Monitor and manage vendor network and align service delivery with contracted KPI and SLA requirements.

−Develop, define and implement all department processes and procedures necessary to achieve company goals and align with company mission.

−Conduct quarterly vendor reviews with key vendor stakeholders and track manage results.

−Develop and manage fleet vehicles for internal service technicians.

−Manage and coordinate internal technician parts program; right size vehicle inventories; manage and coordinate monthly cycle counts.

−Conduct regular spend analysis and develop vendor rates and company cost targets by service category.

−Dispute resolution support to call center and market locations to address vendor performance/

−Develop and implement vendor scorecards to manage vendor performance, align SLA compliance, and rank vendors.

Vixxo – Scottsdale, AZ 2009-2016

Southwest Regional Manager

−Direct sourcing and service provider qualifications for numerous large companies across the US and Canada involving over 40 service trades and 40,000 customer sites.

−Utilized Siebel and SMMS to manage work orders for over 12,000 customer sites in North America for Starbucks.

−Established a vendor network for Starbucks 12,000 sites in North America for HVAC service and managed vendors to strict performance metrics.

−Develop, compile, and manage financial/metric reports for the department aligned with stated company management objectives.

−Implement/manage preventive maintenance programs across multiple service trades while aligning with customer specific requirements.

−Monitor and manage service provider network and align service delivery with contracted KPI and SLA requirements.

−Create department specific procedures, processes, tools, and reports to achieve company and department specific MBO’s.

−Conduct regular review of operating procedures identifying process and cost-saving opportunities (efficiency reviews have allowed the department to support company growth without added costs).

−Manage departmental expenses and travel budget to maximize spend results while reducing overall operating costs by $400k annually.

−Manage/organize new customer roll-outs to effectively provide service trade support to all customer sites within established project timelines and budget constraints.

−Effectively develop and deliver on department training to include sourcing tools, operating procedures, cross-departmental procedures, support staff structure and service provider contract administration.

−Dispute resolution support to all call centers across the US and Canada to obtain fair/objective outcomes in support of company operating parameters.

−Improve overall department support to customer call centers creating improved service delivery to end customers.

−Monitor/track service provider spend to ensure proper distribution of service support spend across entire provider network.

Jefferson Wells - Phoenix, AZ 2008-2009

Professional

−Oversee construction and renovation projects to improve efficiency and to ensure that facilities meet or exceed regulatory standards.

−Client engagement management for large construction projects to include – auditing, consulting, process improvement, cost savings, contract evaluation and relationship management.

−Conduct reviews of construction contracts and subcontracts, audit/review payment applications, recommend contract language adjustments, audit/review payrolls, and evaluate/audit job costs.

−Contract reviews, procurement process audits/recommendations, solvency audits, process improvement/efficiency audits, cost-control audits/recommendations.

−Client report development and presentation indicating improvement and cost savings opportunities – reviews netted over $10 million in cost savings to clients.

−Identified business risk areas ranked by significance/cost, and delivered corresponding solution recommendations.

−Conducted organizational assessments and developed client reports communicating findings and opportunities.

−Review Fees and costs for alignment with contract specifications.

Cityblock, Inc. - Tempe, AZ 2006-2007

Senior Director

−Analyze operations to evaluate performance of the company and staff in relation to meeting company deliverables and MBO’s.

−Direct, plan and implement policies and objectives to ensure operations maximize return on investments and increase overall productivity.

−Coordinate all company activities related to marketing, pricing, services, and sales.

−Negotiate/approve contracts with suppliers, distributors, or service entities.

−Direct human resource activities including approval of human resource plans/procedures, recruiting, policies, and performance management reviews.

−Manage the development and implementation of budgetary control systems, recordkeeping systems, HRIS, accounting systems and other administrative control processes.

−Demonstrated leadership to position the company at the forefront of the Construction and HVAC industries. Develop a strategic plan to advance the company's mission and objectives and to promote revenue, profitability and growth as an organization.

−Oversee company operations to insure production efficiency, quality, service, and cost-effective management of resources. Plan, develop, and implement strategies for generating resources and/or revenues for the company. Identify acquisition and merger opportunities and direct implementation activities. (Tripled annual revenues in first year - $10 million).

−Implementation of company strategic plan, vision alignment, sales/marketing strategies, HR policy and procedures, training, and growth strategies.

−Management/planning of multiple construction projects including minor repairs, tenant improvements, renovations, and ground-up development.

−Management of building services division for over 100 separate locations totaling over 1.5 million square feet of commercial/multi-use building space.

−Leadership/management of client relationships, contract revisions, new contract development, vendor selection.

Transportation Security Administration (MDW) – Chicago, IL 2002-2006

Administrative Officer

−Management responsibility for all office support areas for the TSA at Chicago Midway Airport – facilities/financial management, procurement, vendor selection, contract management, reception, human resources, telecommunications, IT management, process improvements, and executive level decision making.

−Coordination/project management of all construction projects including office build outs, operations re-configurations, space management, etc.

−HR Policy and procedure development and implementation; benefit administration, dispute resolution, performance management, EEOC reporting, and recruiting.

−Procurement management as local Contract Officer’s Technical Representative for government acquisitions and contracts.

−Financial management - reporting, tracking, controls, and budgeting for all related operations; expense and travel voucher management; policy/procedure implementation; variance analysis/reporting.

−Property/facility management responsibility for all site selections, build-outs, construction coordination, vendor selection/coordination, proposal generation, contractor selection, relationship development with city/local/federal government agencies.

−System administration/POC on various systems – PMIS (Performance Management), PARIS (Incident reporting), TAMS (Asset Management), TEServ (Travel Expense Reporting).

−Overall responsibility for all human resource, payroll, performance management, training coordination, and development for staff of 550 employees.

−Oversaw data center buildout as part of office relocation and buildout; managed contractors, scheduling, monitoring costs, connectivity testing and security.

Accenture – Chicago, IL

Location/Project Manager

−Facilities/Services Management for over 1.5 million square of multi-use office space ($800 million annual financial responsibility); cost control; project management; and vendor/contract management. Managed facility/engineering teams to effectively maintain facilities and systems.

−Managed data center buildout for state-of-the-art conference center including overseeing and scheduling contractors, scheduling testing and connectivity and monitoring budget (overall conference center budget exceeded $500k).

Aramark – St. Charles, IL

Controller/Operations Director

−Financial Management; Facilities Management; Services Management; Hospitality Management; Cost Control/Forecasts; Multi-site Management (financial responsibility in excess of $145 million). Managed facility/engineering teams to effectively maintain facilities and systems. Managed capital budgeting processing to effectively implement 3-5 year plans.

Education

Aurora University – Aurora, IL

MBA – Emphasis in Finance, Organizational Development, and Quality Management

University of Wisconsin – Platteville, Platteville, WI

BS – Business administration with emphasis in accounting, finance, and computer science

Miscellaneous

●Extensive Microsoft Office application skills – Excel, Word, Power Point, Access, Crystal Reports.

●Experienced with third party systems – Siebel, Peoplesoft, Salesforce, CMMS (Maximo), Yardi, CRM-Zoho, Miracle, EMS.

●Certified meeting facilitator; previous memberships to IFMA, BOMA, and APQC.

●Extensive experience in leadership, financial management, facilities management, hospitality management, process improvement, project management, and HR management.

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