Alan Pendleton Email and Phone Number
Alan Pendleton's Location
Raleigh, North Carolina, United States, United States
Alan Pendleton's Contact Details
Alan Pendleton work email
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Alan Pendleton personal email
n/a
Alan Pendleton phone numbers
About Alan Pendleton
Alan Pendleton is the CEO and Founder of ArenaCX, a digital marketplace platform for the customer experience and contact center industries, serving companies of all sizes with world class talent, technology, and transformation services and solutions from a global roster of best-of-breed partners. Prior to ArenaCX, Pendleton was Vice President of Member Experience and Supply Chain at Republic Wireless, where he led the development and implementation of the contact center marketplace that dramatically improved all metrics while reducing costs. He was privileged to lead a world-class operations organization that garnered recognition from Forbes, as one of the top 100 most customer-centric companies; from Netomi, as the number 1 telecom - out of 1,000 analyzed globally - at responding to email support inquiries; and from the Association of Support Professionals (ASP) for having one of the 10 best customer service websites.Before Republic Wireless, Pendleton served as an operations leader with global manufacturers, where he earned deep experience in supply chain, logistics and trade compliance, including within a top 25 global supply chain (as recognized by Gartner-AMR). During this tenure, he gained significant cross-cultural exposure, leading teams & projects in over 20 countries in North America, Latin America, Europe, and Asia. He earned an APICS Certified Supply Chain Professional (CSCP) certification, and an MBA from Duke University, where he graduated as a Fuqua Scholar.
Alan Pendleton's Current Company Details
Alan Pendleton Work Experience Details
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Ceo And FounderArenacx Sep 2021 - PresentRaleigh, North Carolina, UsArenaCX 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.
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President And Co-FounderArenacx Sep 2020 - Aug 2021Raleigh, North Carolina, UsSpun 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.
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Vp Of Product And StrategyArenacx Feb 2020 - Sep 2020Raleigh, North Carolina, UsBorn and incubated within Republic Wireless for two years.
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Vice President Of Customer Experience And Supply ChainRepublic Wireless Aug 2017 - Feb 2020Promoted 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)
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Vice President Of Supply ChainRepublic Wireless Aug 2015 - Jul 2017Promoted 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.
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Director, Supply Chain & LogisticsRepublic Wireless Oct 2012 - Jul 2015Republic 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.
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Supply Chain Strategy ManagerAvaya Feb 2012 - Oct 2012Morristown, New Jersey, UsAvaya 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. -
Supply Chain Logistics ManagerAvaya Jul 2010 - Feb 2012Morristown, New Jersey, UsJoined 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.
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Global Contracts Manager, LogisticsSony Ericsson Mobile Communications Jun 2009 - Jun 2010Minato-Ku, Tokyo,, JpA 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 -
Logistics Manager, Mobile ComputingSony Ericsson Mobile Communications Jan 2008 - May 2009Minato-Ku, Tokyo,, JpGlobally 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
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Logistics SpecialistSony Ericsson Mobile Communications Aug 2005 - Dec 2007Minato-Ku, Tokyo,, JpConducted a consultative analysis of logistics process, performance, and cost to identify improvement opportunities, strengthen customer relationships, and streamline logistics operational activities.
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International Logistics ManagerReichhold, Inc. 1995 - 2005N, N, UsReichhold 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+
Alan Pendleton Skills
Supply Chain Management
Supply Chain
Management
Cross Functional Team Leadership
Logistics
Procurement
Process Improvement
Leadership
Supply Chain Optimization
Forecasting
Strategy
Manufacturing
Contract Negotiation
Negotiation
Operations Management
Business Process Improvement
Logistics Management
Project Management
Business Strategy
Strategic Planning
Sourcing
Analysis
Continuous Improvement
Purchasing
Warehousing
Supply Management
Demand Planning
Vendor Management
Inventory Management
Contract Management
Transportation
Sap
Change Management
Shipping
International Logistics
Warehouse Operations
Strategic Sourcing
Outsourcing
Warehouse Management
Crm
Team Building
International Trade
Global Sourcing
Sap Products
Customer Experience
Business Process Outsourcing
Customer Service
Supply Chain Operations
Demand Forecasting
Alan Pendleton Education Details
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Duke University - The Fuqua School Of BusinessGeneral -
North Carolina State UniversityLean Six Sigma Green Belt Training
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Unc Kenan-Flagler Business SchoolLeadership Development Program
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Campbell UniversityLiterature
Frequently Asked Questions about Alan Pendleton
What company does Alan Pendleton work for?
Alan Pendleton works for Arenacx
What is Alan Pendleton's role at the current company?
Alan Pendleton's current role is CEO & Founder, ArenaCX | Services Marketplace | Future of B2B Services.
What is Alan Pendleton's email address?
Alan Pendleton's email address is al****@****uke.edu
What is Alan Pendleton's direct phone number?
Alan Pendleton's direct phone number is +121490*****
What schools did Alan Pendleton attend?
Alan Pendleton attended Duke University - The Fuqua School Of Business, North Carolina State University, Unc Kenan-Flagler Business School, Campbell University.
What are some of Alan Pendleton's interests?
Alan Pendleton has interest in Education.
What skills is Alan Pendleton known for?
Alan Pendleton has skills like Supply Chain Management, Supply Chain, Management, Cross Functional Team Leadership, Logistics, Procurement, Process Improvement, Leadership, Supply Chain Optimization, Forecasting, Strategy, Manufacturing.
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