VP Customer Service and Billing
Resume:
JEFFREY L. POWERS
VP / EXECUTIVE DIRECTOR / DIRECTOR
Operations / Customer Service
Internet Technology ~ Pharmaceutical ~ Telecom ~ Customer Service / Outsourcing
Change agent and results-driven management executive with more than 25 years’ solid accomplishments and
leadership expertise guiding operations and call center activities. Effective in guiding turn-around initiatives resulting
in increased productivity and quality. Form strong strategic alliances and business relationships in new industries,
new product and service development, and customer support operations. Well-developed persuasive
communications skills; capable of identifying decision-makers and building relationships with all levels of
professionals. Effective at leading and motivating cross-functional teams to deliver increases in revenue and earning
growth. Areas of expertise include:
• Workforce Effectiveness & Performance Improvements
• Process Improvements
• Change Management
• Technology Implementation
• Relationship Management
• Outsourcing Analysis / Implementation / Management
• Executive Team Leadership
• Complex Project Management
• Contract Negotiation
• Strategic Planning / Direction
• Revenue Performance
• Training Management
• Budget / Cost Analysis
CAREER CHRONOLOGY
InGrid LLC, Berwyn, PA • 2007 – Present
Vice President – Customer Service & Billing
Reports to the Chief Executive Officer. Lead the Customer Service and Billing team to analyze, design, develop, and
deploy process, training, and infrastructure in support of a new startup consumer product and service. Began prelaunch
of company and built the team, process, and systems from the ground-up.
• Evaluated needs of both internal resources and products industry to define technologies needed for new consumer product
that revolutionizes the security industry and meets regulatory needs of local municipalities.
• Deployed a complete telephone solution (VoIP, Call Management Solutions, Digital Recording)
• Defined the strategy for operations systems and deployed an enterprise wide ERP. Defined business processes for systems
and workflow. Reduced workload activity duration by 82% through automation
• Defined strategy and deployed knowledgebase tool and websites to manage all content for internal call centers, partners,
and external customers. Expected to reduce call volumes up to 30% over two years.
• Evaluated, contracted, and implemented outsourcing relationship to provide all call center activities (sales,
provisioning, account maintenance, and technical support)
• Defined measurements and metrics, as well as reporting to evaluate operations’ effectiveness and customer
experiences.
Cardinal Health, Piscataway, NJ • 2004 – 2007
Senior Director – Operations
Reports to the Executive Vice President of Operations. Lead the Operations Technology team to analyze existing
infrastructure and to design and implement solutions in support of a rapidly scaling organization. Directed call center
operations in support of all telerecruiting activities. Responsible for all outsourcing relationships and activities as well
as building and facilities management for 6 locations in 4 states.
• Directed evaluation and implementation of outsourcing relationship to provide either scalable capabilities, or cost
cutting initiatives. $1million plus annual savings.
• Evaluated organizations telephony capabilities and deployed a complete redesign. These systems enabled the
organization to move from facilities based to fifty plus percent as remote home based agents.
• Deployed several technological tools to automate manual processes, reduce costs, and increase scalability.
• Directed the deployment of 250 VoIP home based agents, as well as the growth and on boarding of over 350
employees.
XLIBRIS, Philadelphia, PA • 2000 – 2001
Director, Author Services
Recruited to lead startup operations for this Internet Company. Managed 50 direct reports and maintained oversight
for a $3M budget. Led cross-functional teams responsible for integration, IT priorities, marketing messages and
organizational designs.
• Established operational strategies and processes to ensure consistency and continued growth.
• Led cross-functional team in $5M project to develop systems for marketing, web portal, customer service and
production meeting Company’s vision and focusing on productivity and efficiency. Achieved redesigned product
offerings and website design prior to leaving. Anticipated slashing costs by 50% and reaching profitable levels
within two years.
• Provided decisive team leadership, mentoring, and coaching to a young and eager team of professionals.
CONCERT INTERNATIONAL (AT&T / British Telecom Joint Venture), Bridgewater, NJ • 2000
Director, Service Delivery E-Commerce
Built team of project managers charged with product support and implementation of new business to support service
delivery of Concerts international products (products and services of 20+ international communications companies
for which Concert provided the integration and end-to-end management). Supervised 4 direct reports and maintained
dotted line responsibility for 21 indirect reports. Reported to the Vice President of Service Delivery; maintained
oversight for a $2M operations budget.
• Initiated processes for international partner relationships that directed development activities, training, product
support and implementation of new business.
• Negotiated international customers’ systems and platform design specifications for key accounts.
AT&T, Bridgewater, NJ • 1979 – 2000
(Between 1996 – 2000 wore many hats serving in various capacities simultaneously managing teams of
Project Managers, ITS Managers, Process Teams, Metric Teams and Human Resource Teams)
General Manager, Billing & Account Management (1999 – 2000)
Selected to turnaround troubled billing center with exponentially growing backlogs. Managed an $18M operating
budget; guided 3 direct reports and 112 indirect reports. Reported to the Vice President of Customer Service. Base
lined processes and training, and redesigned systems and organizational structure.
• Propelled revenue 700% within two months through process analysis and tight management of process hand-offs.
• Maintained 100% billing and billing accuracy in a center that never achieved above 30%.
General Manager, Messaging (1999 – 2000)
Reorganized and streamlined messaging (email platforms, Fax, EDI, Telex) organization in preparation for sale of
business unit. Supervised 3 direct and 120 indirect reports and maintained oversight for a $24M operating budget.
• Drove improvements in agent productivity by more than 30%.
• Cut annual operating expense by 50% to $12M.
• Recognized at annual meeting for achieving the highest customer satisfaction scores in the company and industry
for supported products.
Director, Operations Strategy & Vendor Manager (1996 – 2000)
Maintained vendor management and established key strategic alliances with outsourcing partners while managing a
rapidly scaling organization. Managed a $95M operating budget.
• Negotiated and managed over 20 contracts valued at $300M with outsourcing firms and third party vendors such as
Sitel, TeleTech, Sikes, and Convergys, reducing operating costs by $13M
• Managed call centers and operations with over 2000 employees in six (6) states and two (2) countries.
• Negotiated $5 million in annual refunds through tight reigns on contracts and operations.
• Built and managed over 30 operations within two years. Scaled successful operations and eliminated those
operations with products that failed to meet expectations.
EDUCATION & PROFESSIONAL TRAINING
MBA Certificate, George Washington University, Project Management Institute
Business Management, Central State University, Edmond, Oklahoma
AT&T Leadership Development Program, Basking Ridge, New Jersey
KARRASS Effective Negotiating
ACHIEVEMENTS / SPECIAL RECOGNITION
1998 Vice President and General Manager's IMAGINE Award for Innovation
1997 Vice President and General Manager's IMAGINE Award for Leadership, Ownership, Creativity, and Speed
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