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Byron Ward Executive resume'

Somerset, NJ, 08873
September 19, 2008

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* ******* *****, ********, ** *****, Home Phone: 732-***-****, Fax: 732-***-****, *******@***.***


Accomplished Senior Executive with a combination of experiences in Sales, Customer Service, and Operations with Fortune 500 companies leading both union and nonunion employees. Strong history of exceeding business objectives and improving business results due to a sound ability to understand customer needs. Leads business development initiatives by demonstrating strong cross-functional leadership and building a culture of winning. Recognized for placing high value on management team development and fostering an environment that leads to high employee morale. Effective at building and executing organizations vision, mission, strategies, and structure. Leadership skills enhanced by extensive experience on Not-for-Profit Boards of Directors. Regarded as an exceptional presenter and motivational speaker. Recognized by EBONY Magazine as one of the “U.S. 50 Leaders of Tomorrow”.


• Developing business strategies to grow Revenue and Market Share

• Implementing Cost Reduction and Productivity improvement initiatives

• Leveraging Client, Business Partner, and Vendor relationships through excellent Negotiation skills

• Leading Change Management during periods of business transformation and reorganization

• Effective at establishing influential Networks with Community Leaders and Organizations


Houghton Mifflin Harcourt Learning Technology, Boston, MA 2006-Present (Formerly Riverdeep Inc., A Limited Liability Company, with offices in San Francisco, California, Cedar Rapids, Iowa, Dublin (Ireland) and Manchester (UK) is a leading publisher of interactive products focusing on education and personal productivity for the consumer and school markets)

Vice-President, Implementation and Support Services, School Markets 2006-Present

Reporting to the Unit President provides leadership and strategic direction to a national team of Customer Service professionals including Field System Engineers, Educational Consultants, Project Managers, and a Technical Support Center located in Cedar Rapids, Iowa. Responsibilities include successful management of P&L, Customer Satisfaction performance goals, and execution of operational processes.

• Created and implemented new Services Product Offers which led to a 25% growth in Services revenue

• Improved Services Gross Margin by 7% by increasing revenue opportunities and reducing expense

• Improved Service Delivery Model by developing and executing a strategy focused on creating Customer Loyalty

• Redefined all Implementation processes which led to improved resource planning and efficiency

Pearson Digital Learning, Scottsdale, AZ 2003-2005

(Pearson Digital Learning is a division of PEARSON EDUCATION, the world’s leading Education Company, which generates over $7 Billion in the Sales of textbooks, multimedia, and on-line products)

National Director, Engineering Services 2004-2005

Reporting to Chief Executive Officer, provided leadership and direction to a national team of 70 Field and Quality Assurance Engineers. Successfully managed a $10 Million P&L, Customer Satisfaction performance goals, and the execution of operational and Quality Assurance processes.

• Led 31% growth in Services revenue by implementing a marketing plan focused on strategic accounts

• Exceeded $10 million revenue target by 10%

• Reduced operations expenses by $1 Million by cross-training & restructuring team to reduce functional overlap

• Developed and executed Customer Satisfaction strategy and performance metrics for the organization

• Improved customer satisfaction levels by developing a nationwide training and development program which included product, technical and business acumen comprehension.


Northeast/Midwest Regional Director, Services 2003-2004

Reporting to the Vice-President of Services, led $8 Million Services business. Effectively led team of 60 remote Field Engineers, Professional Services Education Consultants and Trainers within a 22 state region. Accountable for delivering outstanding Customer Satisfaction results. Managed regional business partners

• Exceeded $8 Million revenue target by 10%

• Restructuring team which led to a 20% reduction in Operations expenses

• Delivered 94% Customer Satisfaction result exceeding target of 90% by leading a cross-functional team that reduced Service Delivery timeline by 30%

• Improved Associate Satisfaction by establishing a Professional Development and Training platform and launching an Employee Recognition program

Avaya, Inc., Basking Ridge, NJ 2000-2003

(Avaya is a Fortune 500 company that was formed from a spin-off from Lucent Technologies in 2000 and generates over $4 Billion in Telecommunication Sales and Services)

Senior Manager, National Field Services Administration Centers (FSAC) 2000-2003

Reporting to the US Services Vice-President, led a team of 250 labor union employees located in four regional dispatch call centers which managed over 1 million customer contacts annually. Efficiently managed $21 million Operations budget. Accountable for the effective resource scheduling and the on-time performance of 5000 field engineers.

• Reduced Operations expenses by over $7 Million by effectively deploying a new dispatch technology platform which led to the consolidation of 2 regional centers

• Achieved all Service level goals including an unprecedented 92% on-time technician performance exceeding target of 90%

• Delivered over $80 million of Time and Materials revenue annually.

• Improved associate satisfaction results by creating cross training and people development strategies

• 2 time winner of the Avaya “Salute to Excellence” Award for outstanding business performance

• Winner of the Avaya “Diversity” and “Distinguished Service” Awards

Lucent Technologies, Basking Ridge, NJ 1998-2000

US Services Staff Manager/Y2K Program Team Leader

Reporting to Worldwide Services Vice President, led project management for multiple National initiatives which led to reduced costs, improved service quality, and outstanding customer satisfaction results. Developed and presented weekly Operations Reviews and Intelligence reports to Lucent Technologies Executive Leadership. Project leader for the Y2K program which included providing leadership and direction to 25 national operations managers

• Led the on-time implementation of over 30,000 customer equipment upgrades for Y2k Program

• Led development of Y2K Employee and Customer communication strategy

• Successfully negotiated product implementation schedules with key decision makers at Fortune 500 companies

• Winner of “Salute to Excellence” Award for outstanding business performance

AT&T/Lucent Technologies, Cleveland, OH 1995-1998

(Lucent Technologies is a Fortune 250 Company that was formed from a spin-off from AT&T in 1996 and generates over $9 Billion in Telecommunications Equipment Sales and Services)

Aftermarket Account Executive II

• Exceeded $750,000 Annual Revenue target by over 20% for 3 consecutive years

• Identified, developed, and addressed new opportunities for revenue growth

• Created territory specific marketing plans and campaigns

• Served as Trainer for New Account Executives

AT&T Corporation, Cleveland, OH 1989-1995

Lead Generation Manager/Account Executive I

• Exceeded $400,000 revenue target by over 15% for 4 consecutive years

• Increased territory Market share by 12% by identifying emerging needs of customers and generating new ideas for sales strategies

• Awarded AT&T Worldwide “Touch Award” for exceptional Community Service

• Received awards for outstanding Sales achievement



BBA in Marketing, Cum Laude, Outstanding Senior Leader Award



Negotiating and Decision Making Skills


Management Development Program


Ohio University Alumni Association Board of Directors, Strategic Planning Chair 2003-Present

ABL, Inc, National President/CEO 2000-2003

ABLE, Inc National Vice President, VP Operations 1998-2000

Operation Destiny, Inc., Co-founder, Executive Director 1993-2000

Mayor of Cleveland’s Crime Commission 1994-1998

Career Beginnings of the Cleveland Urban League 1994-1997

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