Alan Pendleton Email & Phone Number

Raleigh, North Carolina, Us

ArenaCX is Outsourcing.Simplified. We use technology and a marketplace platform to help companies of all sizes find, manage, and optimize their business outsourcing partnerships. Built within telecommunications innovator, Republic Wireless, where it powered their award-winning and industry-leading customer service operation, ArenaCX incubated for more than two years before spinning out as a venture-backed startup. Since then, ArenaCX has helped buyers and sellers of business outsourcing solutions make better deals, operate with improved relationships, and deliver more optimal results.

Raleigh, North Carolina, Us

Spun from Republic Wireless as a venture-backed startup, ArenaCX's outsourcing marketplace is transforming how business leaders find, manage and optimize their outsourcing partner relationships. With more than 150 best-of-breed partners offering over 500,000 agents around the globe, ArenaCX covers most business functions, languages, skillsets and certifications. Brands tap the marketplace for capacity and scalability, resiliency and redundancy, performance improvements, and impact sourcing.

Raleigh, North Carolina, Us

Born and incubated within Republic Wireless for two years.

Promoted to lead the broader operations organization, including all Member Support programs, through a strategic transformation. * Built a "demand-driven" partner network with dynamic capacity & competition to better serve end customers * Evolved organization to CX management by shifting contact center activities to external partners* Developed proprietary technology that uses NLP & AI to triage tickets for category, priority, & channel switch opportunity, and then dynamically route traffic to the optimal team based on a variety of factors such as ticket profile, SLAs, business outcomes, and costs.* Launched and matured Knowledge Centered Service (KCS), increasing Help Center scope and utility.* Increased the share of peer-to-peer tickets wherein customers provide support to other customers. These changes resulted in positive business outcomes:* Improved CSAT from avg. 83% to 93%* Improved response times by as much as 85%, e.g. avg. TFC from 16 to 2.5 hours* Eliminated ticket backlogs through multiple peak seasons and unplanned spikes* Improved the ratio of online to assisted support from 5:1 to 32:1* Increase the number of automatically triaged tickets from 30% to 80%* Reduced an industry-leading cost-to-serve (C2S) by more than 36%* Achieved industry-leading churn of 1.9% over the past two years vs. industry avg. of 4.4%* Earned industry-leading NPS of 60 vs. industry avg. of 28 (2019 1st half)During this time, Republic Wireless garnered industry recognition:* Recognized in 2018 and 2019 by the Association of Support Professionals as one of the Top 10 Support Websites* Earned a 2018 Happiness Award from NiceReply for high CSAT scores* Won the North Carolina Technology Association's (NCTA) prize for 2018 Best use of Technology-Customer Support * Named by Forbes as one of 2019's Top 100 Most Customer-Centric Companies (top 10 within telecommunications)

Promoted to envision and champion development of the company's next generation supply chain and logistics solutions, including more advanced optimization and planning capabilities, data-driven decision-making, technology, and partnerships.Improved inventory turns by 50% through holistic end-to-end upgrades, including a refreshed consensus demand planning process, an advanced custom-built optimization model, a new supply planning solution in Anaplan and automated PO creation in the company's NetSuite ERP. Furthered these improvements with an innovative multi-supplier program that drove inventory turns as high as 70 while maintaining high order fulfillment rates.

Republic Wireless launched as a division of Bandwidth.com, a leading communications technology company that powers some of today’s most important IP network solutions, with customers such as Google, Skype, and Vonage. Republic Wireless became Bandwidth’s consumer division, using patented communications technology to make smartphones and wireless service accessible and affordable for everyone.As the company’s senior supply chain leader, designed and developed all supply chain capabilities for Republic Wireless: developed strategy, designed and staffed the organization, built the network infrastructure, selected and hired key third party solution providers, provided technological solutions, and managed all end-to-end supply chain activities. End-to-end functional responsibilities include: supply chain strategy, S&OP, demand planning, supply planning, CPFR, inventory control, purchasing, supply quality, forward and reverse logistics, asset recovery, analytics. Successfully managed the company's supply chain from startup to scale without disruption.

Morristown, New Jersey, Us

Avaya is a world leader in enterprise communications systems, providing unified communications, contact centers and related services to leading businesses and organizations around the world, including 90% of Fortune 500 companies.Selected to join Avaya’s Supply Chain Strategy group, with responsibility to influence and contribute to corporate operational strategy, as well as lead key strategic programs and initiatives.• Project managed the development of a Supply Chain decision model that mathematically optimizes supply chain scenarios for key cost and performance levers.• Program managed the creation of an automated system for global metrics and interactive dashboarding within the Services Supply Chain.• Participated in the development of Avaya’s strategic 3-year plan for global Supply Chain operations.

Morristown, New Jersey, Us

Joined Avaya’s global Manufacturing, Logistics, and Procurement group to manage and support integration of logistics activities added during Avaya’s strategic acquisition of Nortel’s enterprise communications business. Managed the company’s largest provider of third-party logistics services worldwide.• Led continuous improvement via a strategic supplier relationship model and capability roadmap.• Developed extensive executive management reporting capabilities through a proprietary database, including cost drivers, performance indicators, and financial estimates.• Introduced advanced transit time and delivery performance measurements into models for demand & supply planning, inventory management, and transportation.• Built a management system that integrates supply planning, inventory management, and global transportation at the SKU level.

Minato-Ku, Tokyo,, Jp

A joint venture of parents Sony and Ericsson, Sony Ericsson is a multi-billion dollar manufacturer of mobile devices, recognized by AMR Research in both 2008 and 2009 as a Top 25 supply chain organization among Fortune 500 companies.Interface with sourcing group in support of global tender events. Provide cost control for network serving 100+ countries. Prepare financial estimates and historical analysis and reporting. * Designed and implemented a database application that standardizes and automates the analysis of competitive offers * Developed a model that optimizes the efficient allocation of transport spend in compliance with business constraints * Created a closed-loop system to compare freight invoices against contractual agreements* Introduced and implemented an automated tool to prepare detailed, accurate tracking of cost savings and trends* Influenced and supported innovations such as fuel gainsharing, consolidations, pallet optimization, and alternative transport modes

Minato-Ku, Tokyo,, Jp

Globally responsible for the Mobile Computing division’s carrier negotiations, import-export processes, and trade compliance. Presented plans worldwide to regional management teams, division leadership, supply chain vendors, and manufacturing sites.* Standardized logistics operations worldwide, and integrated the business unit into global logistics program* Collaborated with supply chain partners to reduce transit times by up to 50%, improve visibility, and ensure channel capacity * Managed vendor performance to increase transport accuracy by up to 40%* Optimized transport packaging to improve shipping unit utilization by more than 50%* Facilitated introduction of alternate transport mode, resulting in per unit cost savings of 80%* Managed projects successfully to launch new products and relocate factory production equipment worldwide* Created a database to support Customs compliance that was subsequently utilized by the larger organization

Minato-Ku, Tokyo,, Jp

Conducted a consultative analysis of logistics process, performance, and cost to identify improvement opportunities, strengthen customer relationships, and streamline logistics operational activities.

N, N, Us

Reichhold is a global manufacturer of polymers and resins, with headquarters in the United States and worldwide operations. Managed logistics providers, carriers, and consultants. Traveled worldwide to improve logistics and distribution processes. Led centralization efforts to improve cost and standardization. Responsible for administration of trade compliance and supply chain security initiatives.* Led global ocean freight tender across three related companies, resulting in global cost savings and simplified processes* Developed and deployed a forward-positioned inventory hub in Southeast Asia that reduced delivery cycle times by 80%* Instituted a production and consolidation concept to reduce costs and provide just-in-time delivery, increasing revenue by 20%+ * Designed and implemented automated databases to handle landed cost modeling, freight costs, and supply chain security * Represented company successfully in on-site audits by U.S. government agencies * Represented logistics in successful deployment of global software module for export legal controls* Initiated and implemented successful automation of trade agreement verifications, following a complete overhaul of the company’s North American Free Trade Agreement (NAFTA) program* Headed a duty drawback project that resulted in yearly refunds, with first year $1 million+

Mba, Business Administration And Management, General

Lean Six Sigma Green Belt Training

Executive Education, Leadership Development Program

B.A., Literature