2007 - Present

National Company that provided Managed Installations and Service of POS Structured Cabling, Telephony, Data Network and CCTV Systems. Direct overall operations of the Indianapolis office to grow and support National Key Accounts.

Director of Commercial Operations                                                                                                         

Directed overall operations of installation, service and billing teams in Indianapolis. Responsible for deployment of installations and service of structured cabling, POS and CCTV systems, Data Network infrastructure of major Retail and Financial national accounts. Operations group comprised of Program Managers, Project Managers, Project Coordinators, Project Specialists, Billing Administrators, Field Managers, Dispatchers and Engineers.

·         Managed all operations to support key customers such as CVS, Walgreen’s, JP Morgan Chase, Regal Cinemas, National Vision, Weight Watchers, Verizon, Zales, Apple, GAP and Qwest Communications.

·         Increased overall customer satisfaction on key accounts through process improvement and quality assurance development, achieved 98% SLA in 2009 on delivery.

·         Reduced overall budget expenses by 20% YOY through cost saving measures and resource efficiencies.

·         Managed direct staff and P&L of 57 operations personnel that averaged 3,200 installations ($2.2M revenue) per month in Indianapolis office.

·         Improved Revenue per Head from $43,000 in 2007 to $66,000 in 2009.

·         Set Revenue records for Indianapolis Office for Q4 2007 and Q1, Q2 2008.

·         Successfully exceeded 2007 and 2008 yearly revenue goals by an average of 17%.

·         Improved overall operational processes that lead to increases in Work Order volume processed by 40% and increased revenue per Work Order by 21%.

·         Reduced DTI (Days to Invoice) process from an overall of 44 days to 10 days through process improvement and team restructure.

·         Improved overall Gross Margin of the Indy Office by 12% in 2009.

Indianapolis, Indiana                                                                       2002-2007

National security solutions provider of products, systems and service. Formerly Best Access Systems. Integrated into Stanley Works in 2003. Comprised of nine specialty companies offering services in Security, Access Control, CCTV, Automatic Doors, Monitoring, Mechanical Locks, Communications, And Healthcare Systems.

Operations Manager (National Accounts)                                                                                                 

Managed the pre-sales, installation execution and customer service of National Accounts portfolio ($45M) throughout 40 office field network. Provided direct support for National Account Sales Team. Managed all areas of the Program Management, Coordination, Project Management, Customer Service, Embedded Services, Pre-Sales and Billing Teams. Responsible for RFP / RFQ processes for all bid work. 

·         Managed direct staff of 60 operations personnel throughout North America.

·         Developed National Account Programs which improved processes, productivity and raised customer satisfaction for top Fortune 500 National Accounts which included Cisco, Qwest, Target, United Health Group, Valero, Lockheed Martin, Toyota, Monsanto and Ernst & Young.

·         Increased National Accounts Revenue by an average of 12% yearly from 2003 thru 2006.

·         Improved invoicing processes that led to decreased billing credits by 80% ($400K yearly savings).

·         Instrumental support of sales process that lead to average 20% yearly growth in National Account Sales.

·         Established Strategic Partnership Annual Review Process with key accounts to benchmark productivity and promote value add measurements and increase customer satisfaction.

·         Developed Embedded Services Program for customer technology support of Security and Video Systems.

·         Developed and implemented Technology Program for National Account Support.

·         Established Six Sigma Quality Assurance Program for National Account Delivery.

Carmel, Indiana                                                                                                     1999-2002

Largest security company in the world.  Provides security and fire systems with monitoring for residential, commercial and national accounts.

Operations Manager (National Accounts)                                                                                                 

Managed the installation demands and customer service of top 500 Retail National Accounts.  Provided direct support for National Account Sales Team.  Managed centralized National Operations Team (50 people) in call center environment.

·         Increased national account installations to over 2,000 per month through central operations group.

·         Managed Security, CCTV and Fire installations for over 800 Retail National customers.

·         Established National Rollout process that improved installation quality over 200 office field network.

·         Developed processes that improved on-time installation rate from 78% to over 98% average.

·         Established improvements to paperwork process that lead to 50% decrease in expenses for operations.

·         Improved workflow processes and productivity that allowed account workload increase of 30% while maintaining current headcount.

·         Increased retail revenue by 22% YOY from 1999 thru 2002.

Indianapolis, Indiana                        1995-1999

A regional communications and life safety company with approximately 200 employees.  Provided sound, security, fire, CCTV, access and health care systems for commercial applications.

Service/Project Manager                                                                                                                           

Managed Service Department (union technicians).  Maintained customer service for all accounts.  Project Management of several accounts.  Accountable for budget, P&L, inventory control, sales of service contracts and small installations.

·         Managed installations of Pelco, Vicon and Sony CCTV systems.

·         Increased overall revenue of Service Department by 23% through increased contract sales.

·         Project Manager for large Edwards and Pyrotronics Fire Alarm systems installations.

·         Developed new workflow process that increased efficiency of Service Department.

·         Decreased response and resolution times through process improvement.