Chad Rau Email & Phone Number

Overland Park, Kansas, United States

Overland Park, Kansas, United States

Provide Retail Systems SME (Subject Matter Expertise) leadership on multiple Enterprise-wide programs involving data migration, new customer experience and frontline system enhancements. Consults with product management and system architects to identify system and user experience requirements for new and existing applications. Participates in the development of materials and job aids to increase Frontline Retail associate’s knowledge surrounding new and existing system deployments. Collaborates with multiple cross-functional teams to ensure projects and programs gain the necessary support required to be successful and achieve stated objectives.

Accountable for delivery of professional services within Stonecrop’s Operations, Software, and Innovation divisions, which included multiple geographically dispersed engineering and manufacturing facilities and a technology lab. Partnered with internal leadership to develop new portfolio offerings and innovative solutions to address shifting customer requirements and industry trends. Facilitated the development and pursuit of objectives and key results (OKRs) in an Agile environment. Acted as a change agent, shaping policies and procedures to ensure the delivery of highly efficient services which exceeded performance objectives and customer expectations. Assisted the CEO in the identification of strategic initiatives, alignment of cross-functional teams, and driving toward desired outcomes. Facilitated operational meetings to identify, implement and report on continuous improvement initiatives.

Overland Park, Kansas

Overland Park, Kansas

Client Partner for Ericsson’s Managed Services division. Focused on identification and development of XaaS solutions which addressed CenturyLink's strategic and operational objectives. Developed senior level relationships to build trust and confidence in Ericsson's services. Responsible for customer service and proactively improving satisfaction through the analysis of performance data, identifying issues and recommending areas of improvement. Responsible for delivering projects contained within professional services portfolio - on time, within budget and achieving the customer’s objectives.

Facilitated strategic planning sessions to cultivate a deeper understanding of the customer and develop multi-year strategic roadmaps for professional services by addressing competitive gaps, growing revenue, improving customer satisfaction and increasing efficiency. Collaborated across departments to ensure operational plans and investments aligned with strategic initiatives. Led multiple teams analyzing strategic business challenges and implementing solutions to improve service and quality. Developed detailed project plans ensuring key milestones, goals and financial targets were met. Facilitated monthly steering committee sessions to enable leadership to make informed, fact-based decision making.

Accountable for the Profit and Loss of professional services including Software Development Life Cycle (SDLC), Macro site deployment, carrier adds/removals, DAS deployments and Special Events (i.e. NASCAR, State Fairs, etc). Identified new and upsell opportunities to increase value perception by the customer. Uncovered process deficiencies, implementing new ways of working to improve quality and delivery time. Developed, planned, and facilitated an executive client project governance and review board.

Reported to the Chief Operations Officer as the Chief of Staff. Assisted with organizational and operational leadership for 10 Vice Presidents and 6,300+ employees. Oversaw strategic business initiatives from development through successful execution. Served as the organizational ‘glue’ – connecting the long-term strategic vision to daily supporting activities – by leading internal program marketing and communications efforts. Collaborated with executive leadership to develop, monitor, and report on quarterly and annual performance objectives. Developed and delivered training to multiple cross-functional improvement programs. Drove end-to-end program governance to ensure delivery of results.

Overland Park, Ks

Reported to the VP of Network Operations Center / Service Assurance as a Staff Manager. Implemented programs establishing a focus on operational excellence through the analysis of performance data and identification of areas for targeted improvement initiatives. Developed agendas and prepared materials for executive meetings, tracking next steps and follow-ups to completion. Contributed as a thought leader to the organization’s vision, priorities, challenges, and culture.

Overland Park

Developed and implemented programs creating a culture of operational excellence through a variety of functions including: management of special events; ever-green program management; tracking, analyzing, and reporting organizational performance; developing internal and external communications; employee rewards and recognition activities. This position transitioned to Ericsson as part of the Managed Services partnership entitled "Network Advantage".

Recruited for special assignment to drive transformation around business-critical issues. Recommendations were reported to the C-Suite. Regularly worked at the SVP level to communicate direction, ensure alignment and commitment. Focus areas included reduction of Operating Expenses and increasing Customer Retention.

Supported the organization’s mid- and long-range strategic planning process for development of network and system roadmaps. Actively collaborated with cross-functional teams to identify areas of alignment and opportunity while working to resolve conflict between organizations. Presented initiatives before senior executives to communicate objectives and obtain approval. Gathered and analyzed competitor and vendor related data to ascertain future trends in the industry.

Provide strategic direction, process development, documentation, and implementation support required by the Network Operations Service Management and Event Management teams to improve the customer's service assurance experience. Work collaboratively with Customer Management to ensure programs designed to improve the customer experience receive necessary Network Operations support. Ensure the strategic and tactical needs of Customer Management and Network Operations programs drive legacy system roadmaps and development requirements.

Responsible for being the customer advocate for strategic Cable Partners to ensure their interests are well represented throughout network and company wide organizations, while supporting end-to-end customer services including planning, operational, and service management support. Act as the single point of contact for Cable Partner issues and concerns. Facilitate communication and direct trouble shooting efforts between internal fix-agents and the Cable Partner during network outages. Manage and escalate trouble tickets as needed. Coordinate planned and on-demand maintenance activities impacting the Cable Partner.

Built a successful team of Tier 2 network surveillance and communications specialists, responsible for overseeing fix-agent awareness to outages in support of PCS services and features (voice, data, text messaging, etc). Assisted Affiliate and Field Operations organizations achieve metrics and improve customer satisfaction by proactively addressing customer reported troubles. Reviewed, researched, and responded to submissions into the Employee’s Helping Customers Sprint Network Assistance Program to improve customer perception and overall quality of the PCS network.

Olathe, Kansas

Responsible for driving call quality improvement program; ensuring monitoring sessions were completed and the agent-lead calibration process was adhered to.Responsible for driving process improvements to increase overall efficiency of the call center; monitoring performance, identifying gaps and implementing process improvements.Drove employee engagement across call center ensuring employees received training, team meetings were held, one-on-one feedback sessions were conducted, and recognition and rewards were utilized.

Bachelor Of Science, Analytical Geographic Information Systems

Master Of Business Administration