University of Kentucky

University of Rhode Island

Operations Executive / Executive Advisor / Management and Strategy Consulting

Littleton, Colorado, United States

Management, operations and strategy consulting.  Available for contract, interim or fractional support. Successful experience in scaling companies for success, service/product delivery, customer service, and other strategic initiatives.  Support cost restructuring, investment raise, BoD communications, and business development.  Integration services and M&A support.  Vendor analysis, management and selection.

Willowleaf Partners, LLC

Managing Partner

CR-X CustomerView gives you the ability to listen and analyze customer, prospect, or market feedback and your response, regardless or channel or source.  It is a highly sophisticated SaaS big data engine that can keep up with every interaction, and measure success based on your metrics.  At your fingertips -- sentiment, performance, compliance, and other key measures.

CustomerView®

Vice President

Timebel Solutions helps you manage complexity and workload.  Our deep expertise includes sales administration, financial/operations support and QA/testing.  Whether hiring shortfalls, seasonal spikes, growth, projects, or costs that need to be managed more tightly,  we are flexible and extraordinarily cost-effective.   Our US-based consulting team bring deep operational, technology and management consulting experience to every assignment.

Responsibilities: business development, consulting, business analysis, implementation, account management, training, and executive leadership.

Timebel Solutions

Partner

Integrated Quality Technologies is a BPO firm with a specific focus on customer care - contact center outsourcing and best of breed contact center and BPO Services. Global 1000 base.

Directed internal finance operations, information technology, human resources, and customer operations.

Integrated Quality Technologies, Inc.

CFO/Operations Executive

Provides traditional paging, text messaging, interactive two-way messaging and wireless telemetry services.  Acquired from Verizon in 2007.

Directed all paging, telemetry and related wireless sales programs.  Developed marketing strategies for business and consumer vehicle tracking services.  Responsible for pricing, contract execution, and customer relationships.  Key acquisition and operations executive.

SkyTel, Inc

EVP, Sales, Marketing Operations

Independent incumbent publisher and interactive media firm, with over 2,800 employees and $1.6B revenue annually.  Acquired by Welsh, Carson and Carlyle in 2002 from Qwest.

Directed value chain operations, including resourcing, contract manufacturing, distribution, and internal operations (data entry, sales support, creative development, online and traditional publishing).  Supported 30 offices and 14 states, and a sales force of over 1,000.  Budget of over $240M.  Restructured IT and technology to deliver considerable savings, over $15M annually.  Re-negotiated supplier contracts for greater efficiencies.

Dex Media

SVP Operations and CIO

Gateway, Inc., is a computer hardware company based which develops, manufactures, supports, and markets a wide range of personal computers, computer monitors, servers, and computer accessories.

Responsible for consumer sales support operations, including product launches, technology and go-to-market requirements, improved contact center operations performance, and process improvement.  Created outbound sales channel with $40M in year revenue performance.  Developed improved sales tools and reporting.

Gateway

Director, Sales Support and Operations

MCI is an 18B consumer and business telecommunications company, first acquired by Worldcom, and later by Verizon and renamed Verizon Business.  Over 20,000 employees.

Directed (each a unique position): multiple call center operations (1,200 agents), contact center operations, retail partner sales, data management and operations, contact center sales, workforce management, call center routing and IVR operations.  Responsible for customer service system redesign project.  Supported over 9,000 agents and 12 customer service centers in operations role.  (Multiple recognition awards for performance).

Brad Richards

Brad Richards