Senior Global Business Operations Manager

Gregory R. Ford

Walnut Creek, CA *****

Residence: 925-***-****

Mobile: 925-***-****

******@*********.***

www.gregoryford.net

SUMMARY

Results-focused Executive with extensive management experience in business operations, business management consulting and sales force support services, as well as sales and service management. Consistent success spearheading critical initiatives and meeting short-term and long term organizational goals. Expertise includes:

• Organizational Analysis/Remediation • Revenue - Expense Forecasting & Planning

• Long-range strategic planning • Project management

• Capital Planning • Solid Internal/External Client Relations

• Mid-course Planning & Execution • Expense Budget Preparation & Analysis

Strong analytical problem solving skills with an ability to develop and negotiate mission-critical solutions. Excellent work ethic characterized by innovation, leadership, and adaptability operating in a fast-paced, high-growth environment. Proven ability to establish profitable long term relationships with both internal and external clients and all levels of management.

PROFESSIONAL EXPERIENCE

VERIZON BUSINESS (MCI), San Francisco, CA 1985 - 2008

Regional Business Operations Manager, Pacific Region Global Accounts

Established and managed an organization of 5 business analysis professionals tasked with ongoing evaluation of business performance and profitability for business units responsible for $700M in annual revenues.

Business Development Operations

• Managed budgets totaling $20M and provided recommendations for expenditure controls to achieve 95% budget performance.

• Saved $150K+ per year by reducing 2 headcount as the result of improved process and procedure efficiencies.

• Prepared and evaluated monthly branch and region P&Ls, and advised executive management on remediation programs to improve results.

• Prepared monthly sales, revenue, expense and margin forecasts and corresponding presentation materials for senior management business review meetings which were the basis for quarterly revenue and profit projections.

• Developed comprehensive monthly ‘close package’ which contained requisite sales, install, revenue and sales executive/branch performance metrics in a standardized format

• Created daily sales activity reports and sent results to entire sales and sales management team thus allowing more time dedicated to sales and sales strategy and ultimately leading to a 20% increase in monthly sales volume.

• Increased accuracy of daily/weekly/monthly sales activity forecasting by standardizing process and conducting extensive training for sales executives and managers; saved $68K or 125 man-hours per month through standardization effort.

• Achieved regional customer satisfaction ratings of 98% with strategic customers (a 25% increase year-over-year) through a six month campaign to shorten service delivery intervals, and to resolve billing disputes more rapidly.

• Honored with 3 annual President’s Club and 2 semi-annual Masters Awards to recognize top revenue attainment nationally.

Greg Ford Page 2

Product Management

• Designed and implemented a new service including technical specifications, engineering, negotiations with partner organization and network operations turn-up and maintenance providing a six month competitive advantage vs. key competitor.

• Prepared monthly product life-cycle analysis which served as the basis for feature-functionality capital investment decisions and consideration for pricing and promotional modifications.

• Managed product and customer life-cycle analysis and devised sales strategies, product promotions, and general focus of the sales organization on mission-critical product, revenue and margin objectives.

• Prepared and submitted all intrastate rate tariff filings with PUC and assured compliance with state, federal and corporate requirements.

Customer Service Management

• Developed and documented all processes and trained 250 contact center personnel in order to provide a consistently high-quality and seamless customer service experience to all clients as witnessed in steadily improved customer satisfaction ratings.

• Improved productivity 20% and increased sales 12% by streamlining online processes through identifying and addressing operational and technological changes to improve customer satisfaction and efficiency.

• Selected to serve on National Quality Assurance Team, addressing special customer satisfaction issues and internal process and procedure challenges. Instrumental in identifying root causes of issues and implementation of policy and procedure remedies resulting in 22% decrease in average call duration.

• Devised rapid-response program to promptly and thoroughly handle escalated issues.

• Personally handled complex customer escalations to ensure prompt, thorough and satisfactory resolution; also prepared trend reporting based on complaint data to inspect internally processes and procedures.

• Regularly reviewed and revised process and procedure for all aspects of call-center activity, establishing dynamic quality assurance metrics to improve call handling and issue resolution with the goal of improving critical performance metrics.

• Established a reputation for professional judgment and skill in remediation of under-performing customer service associates.

• Researched, purchased and oversaw implementation of Voice Response technology which reduced call wait times 35% and expedited the ultimate resolution of 85% of incoming calls; prepared capital plan business case and gained rapid approval for funding.

• Developed detailed staffing model used by executive management to maximize headcount resource utilization relative to predicted inbound call volumes.

• Conducted ‘first invoice’ reviews with key business clients to identify potential errors and ensure compliance with contract terms.

• Established strong and beneficial internal and external relationships and communicated with professionalism and diplomacy.

EDUCATION

B. S., Finance & Marketing, American University, Wash. D.C

COMPUTER SKILLS

Microsoft Word, Excel, PowerPoint, Essbase

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