Director Operations Resume

Desired Industry: Information Technology	SpiderID: 5700
Desired Job Location: Watertown, Massachusetts	Date Posted: 3/1/2006
Type of Position: Full-Time Permanent	Availability Date:
Desired Wage:
	U.S. Work Authorization: Yes
Job Level: Management (Manager, Director)	Willing to Travel: Yes, 50-75%
Highest Degree Attained: MBA	Willing to Relocate: No

Objective:
Long term growth and success utilizing broad-based business knowledge and expertise to establish measurable results in profitability and revenue growth.

Experience:
Streamline Solutions Inc., Plymouth MA, 2005 - Present
Co-Founder/Director, Operations & Professional Services
Co-founded a profitable professional services firm that assists organizations in enhancing business performance, enabling staff, and successfully navigating through environmental change and challenge.

• Grew profits 64% to $105,840.00 by developing a scalable system for effectively processing job orders that ultimately could handle twenty times more business before requiring any major rework.
• Consistently exceeded profitability goals through the development and oversight of operating budgets and efficient service order fulfillment workflows.
• Improved profitability 3% by streamlining business function processes for measured improvements in cost efficiency and operational effectiveness.
• Maintained budget variances of less than 5% through careful planning, development and control of business cash flows, obligations, expenditures, investments and other predicted financial outcomes.
• Fulfilled service product deliverables, 98% of the time, through the careful review of contractual agreements and management of customer expectations.

The Charlton Group, Inc., Boston, MA 1997 - 2005
Director, Operations & Finance
Reported directly to the President and CEO on all facets of services and operations. Earned local and national recognition for business growth, achieving an outstanding 778% increase in revenues through advancements in scalable operations and process improvement innovations.

• Grew productivity 15% through the design and management of statistical process metrics that examined service production control limits for all field service staff.
• Expanded margins 5% by targeting operational costs associated with waste, defect, redundancy, re-work, and warranty claims.
• Improved cash flows 18% by developing an effective service order fulfillment process that targeted cycle time improvements in engagement staging, delivery, invoicing and collection on aged receivables.
• Reduced customer response times by 25%, to a group average of 60 minutes, through the automation of cumbersome administrative and technical reporting workflows.
• Maintained a 98% customer retention rate, with a service incidents rate of less than 2%, by ensuring that functional groups were properly aligned on customer service and quality improvement initiatives.

Tritech Inc., Boston MA 1994 - 1997
Senior Field Operations Specialist
Originated and managed the Boston subsidiary of a Maryland-based field service engineering firm within the medical device industry. Grew revenues and increased profits by effectively managing several product lines simultaneously within multiple customer accounts.

• Grew new revenue 100% through vertical market expansion while maintaining high quality, customer satisfaction and business retention rates.
• Increased profitability 3% through effective supply chain negotiations with various third party vendors and suppliers.

Company: Beckman Coulter, Inc., Wakefield, MA 1984 - 1994
Senior Field Service Engineer
Managed a multitude of internal and external field service operations responsibilities for a Fortune 1000 medical device firm. Grew renvenues from existing accounts by developing value-added methodologies and procedures that assisted research professionals in improving the efficacy of experimental outcomes.

• Provided customer support excellence through effective planning and delivery on installation, troubleshooting and repair, preventive maintenance, and training and demonstration services for clinical diagnostic equipment.
• Implemented ISO 9000 quality standard that helped bring physician and clinical research customers into compliance with FDA and various other government regulated agency requirements.

Education:
• MBA - Bentley College, Waltham, MA
• BS (Business Management) - Bentley College, Waltham, MA
• CE (Computer Electronics) - Wentworth Sylvania Tech., Waltham, MA

Affiliations:
• GBCC (Leading Industries Committee)
• MHDC (Affiliate)
• United Way (Allocations & Community Impact Committees)
• MIMC (Affiliate)

Skills:
• Technical Support Management
• Service Quality Assurance
• Product Support Management
• Customer Support Management
• Ad Hoc Quantitative Analysis
• Supply Chain Management
• Financial Analysis & Reporting
• Budget / Forecast Planning
• P&L / Costing / Pricing
• Business Process Improvement
• Capacity / Demand Planning
• Project Management

Additional Information:
ACCOMPLISHMENTS

• Grew profitability 778% over three years by improving business processes and creating a scalable operations model.
• Increased profitability from operations by increasing team and individual productivity from 75% to 90% (industry standard is 80%) for field engineering staff.
• Increased corporate revenue 5% and corporate profits by 25% by rationalizing pricing on design, installation, support and maintenance charges for networking systems.
• Grew profitability by 5% by improving internal performance and reducing waste, defects, reworks, redundancies and warranty claims.
• Developed and grew high-end product marketing strategy increasing revenue by 100% over two years.
• Developed, implemented and managed customer retention strategy focused on developing and delivering customized service products to individual customers. Increased retention to 98%.

Reference:
AVAILABLE ON REQUEST

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