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Business Executive with extensive experience for Global Fortune 500 companies in the IT industry. Expertise in customer experience, support services, finance, and M&A. Builds and leads diverse organizations to achieve aggressive objectives, scaling call centers, driving global customer satisfaction, and establishing data analytics functions. Thinks globally and acts strategically, leveraging AI and automation to transform underlying business processes.Served as Controller of multiple business units at Lenovo. Performed services financial due diligence and integration activities on 4 major Lenovo acquisitions between 2010 and 2014; became an operational executive in the $2.1B Data Center business that was acquired in 2014 leading a globally dispersed team of 200+ employees while managing the cost, service delivery, and vendor outsourcing functions. Drove customer experience metrics to all time highs in Data Center business across internally managed and outsourced operations.
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Executive Director - Lenovo Data Center Group - Service Delivery OperationsLenovo Jul 2016 - Mar 2024Morrisville, Nc, UsManaged Outsource network, scaled out new internal call center, expanded country coverage while achieving customer experience and cost targets• Established customer survey analytics to drive all-time high CX results in Data Center Group (+5-10pts/Geo)• Drove annual cost improvements of 5%-15% across the geographies• Deployed new in-house CRM; improving data integrity and business visibility• Defined requirements with IT to enhance operations via AI/Automation, driving 15% agent productivity• Teamed with development to increase country (+30) , language (+5), and new solution deployment coverage• Established capability to track agent training, across multiple platforms; driving 100-150 certifications• Led services procurement; negotiating multiple $100M-$200M outsourcing contracts -
Director, Enterprise Product Group - Global Services OperationsLenovo Jul 2012 - Jun 2016Morrisville, Nc, UsDrove business management cadence for global services organization and coordinated strategy plan for global services business unit.• Managed the Strategy plan for the $1B-$1.5B Global Services business unit• Conducted services due diligence for M&A targets; 4 Major deals ranging between $300M-$2.1B• Drove services M&A integration activities.• Led services procurement; negotiating multiple $100M-$200M outsourcing contracts• Established global billing payment processes.• Recruited talent and established a data analytics function within global services.
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Director, Lenovo Personal Computer Division - Corporate Financial ExperienceLenovo May 2005 - Jun 2012Morrisville, Nc, UsDirector, Lenovo Personal Computer Services – Financial ControllerManaged corporate annual plan for $1B-$1.5B personal computer services division. • Outlined strategies to grow service revenue and reduce service cost. • Drove financial processes in support of services portfolio P&L and +$600M warranty accrual.• Executed financial due diligence on potential M&A targets.• Provided input into quarterly earnings release and annual report.Director, Lenovo Software and Peripherals – Financial ControllerDrove financial processes in support of the $1B personal computer options and software offerings.• Outlined strategies to grow options and peripherals revenue.• Manageded corporate annual plan for personal computer software and peripherals offerings.• Provided input into quarterly earnings release and annual report.Functional Manager, Lenovo Personal Computers Americas FinanceSupervised consolidated monthly financial forecast for income statement and balance sheet.• Supervised annual planning and quarterly forecast process for the $4B Americas geography.
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Ibm Personal Computers Division - Corporate Financial ExperienceIbm Dec 1993 - May 2005Armonk, New York, Ny, Us• Multiple positions as staff, first line manager, and functional manager• Experience across all elements of income statement, product pricing, as well as cash management• Created 3 year strategic plan for $15B global pc business • Created annual operating budget for $4B Americas PC business.• Led Americas financial planning systems migration process, for 2005 Lenovo acquisition of IBM PC business
Richard Arwood Skills
Richard Arwood Education Details
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University Of Tennessee, KnoxvilleAccounting
Frequently Asked Questions about Richard Arwood
What is Richard Arwood's role at the current company?
Richard Arwood's current role is Customer Experience, Business Strategy, Corporate Finance, Mergers and Acquisitions, Outsourcing, Drives Results.
What is Richard Arwood's email address?
Richard Arwood's email address is ba****@****ovo.com
What is Richard Arwood's direct phone number?
Richard Arwood's direct phone number is (855) 253*****
What schools did Richard Arwood attend?
Richard Arwood attended University Of Tennessee, Knoxville.
What skills is Richard Arwood known for?
Richard Arwood has skills like Leadership, Customer Service, Service Delivery, Corporate Finance, Strategic Planning, Driving Results, Execution Of Business Plans, Mergers And Acquisitions, Operating Budgets, Integration, Business Development, Change Management.
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