Dean Demos Email and Phone Number
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Forward thinking and results driven Digital Technology leader with 20+ years of success leading DT strategy, sourcing, process, and operations. Comfortable with leveraging emerging/disruptive technologies to redefine what success looks like and reimagining service offerings by understanding needs and challenging the status quo. Passionate about customer experience while delivering within budget parameters. Demonstrated an outstanding track record in creating and leading high performing global teams that deliver quality and are adaptable to ever-changing environments. History of successfully implementing new services/projects by leading cross functional teams comprised of internal groups, suppliers, and customers. Consensus builder and adept at leveraging excellent personal and communication skills, leading to strong relationships with both internal groups and customers at all organizational levels. Analytical with excellent critical thinking skills; creative and resourceful with a proven history in solving problems and simplifying unnecessarily complex processes. Long history of working with and leading teams outside the US; global mindset and conscientious of other culturesForward thinking and results driven Digital Technology leader with 20+ years of success leading DT strategy, sourcing, process, and operations. Comfortable with leveraging emerging/disruptive technologies to redefine what success looks like and reimagining service offerings by understanding needs and challenging the status quo. Passionate about customer experience while delivering within budget parameters. Demonstrated an outstanding track record in creating and leading high performing global teams that deliver quality and are adaptable to ever-changing environments. History of successfully implementing new services/projects by leading cross functional teams comprised of internal groups, suppliers, and customers. Consensus builder and adept at leveraging excellent personal and communication skills, leading to strong relationships with both internal groups and customers at all organizational levels. Analytical with excellent critical thinking skills; creative and resourceful with a proven history in solving problems and simplifying unnecessarily complex processes. Long history of working with and leading teams outside the US with a global mindset and conscientious of other cultures.
Ge Aerospace
View- Website:
- geaviation.com
- Employees:
- 13
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Ge AerospaceAlpharetta, Ga, Us -
Digital Workplace Strategic Initiatives LeaderGe Aerospace Apr 2023 - PresentCincinnati, Oh, Us -
Senior Sourcing Staff ManagerGe Oct 2017 - Apr 2023Boston, Ma, UsLed GE’s global network and telecom sourcing team. As a trusted advisor to the executive leadership team, helped enable key strategic initiatives to modernize the network while slashing a $220M budget in half. Acted with integrity and protected GE by meeting all risk, compliance, and fiduciary requirements. Solved complex problems & budget challenges by partnering with stakeholders to reimagine the art of the possible. Expanded the supplier base & deepened GE’s partnership with key incumbents.• Spearheaded RFPs in the WAN, LAN, and DDI spaces and re-negotiated circuit, software, and maintenance contracts. Resulted in over $100M in cost out/avoidance in a challenging environment of decreasing volumes.• Provided strategic insight in the form of research, best practices, market analysis/trends, etc. Identified creative alternative options and potential partners for meeting technical and financial requirements.• Maintained excellent relationships with supplier base, ensuring collaborative approaches in solving challenges.• Led a team of 6-8 sourcing leaders based in various locations throughout the globe. Built the team’s internal brand by exposing and guiding them through global programs with executive level visibility. Provided effective coaching and mentoring to the team, seeing a marked improvement in their day-to-day activities -
Transformation Program ManagerGe Jul 2016 - Oct 2017Boston, Ma, UsResponsible for defining and implementing next generation customer service strategy to contemporize global Digital Workplace offerings that improve customer satisfaction. Led virtual cross-functional project teams and collaborated closely with regional leads to drive employee adoption of transformation initiatives.• Led creation and adoption of a modern, self-service password reset process resulting in ~24% fewer password reset tickets and ~$800K in annualized direct and indirect savings• Implemented and drove adoption of an easy to use, consumer grade self-help knowledge tool with an 88% satisfaction rating. Created +600 knowledge articles leading to ~100K annualized tickets avoided• Extended the self-help vision by building the strategy around peer to expert crowdsourcing support, virtual assistant "chat bots", proactive/predictive support, and persona based support initiatives• Positioned customer satisfaction as the key operating tenet for B2C IT teams through improvement and innovation activities -
Global Service Support LeaderGe Sep 2014 - Jul 2016Boston, Ma, UsEnsured global consistency of services and defined and implemented the global standards/framework used by the L1 Servicedesk, L2 Deskside teams, and PC lifecycle teams. • Supported +450K users, +300K PC/laptops, +100K mobile devices, and +1.3M tickets annually across 18 languages• Managed and automated processes for $10M in L1 billing/liquation and subsequently implemented SSO level billing to drive financial transparency to end users• Managed operations for the enhanced L2 support teams and led service initiatives to improve response, resolution, and CSAT SLA/KPIs to 95%/95%/88% respectively• Directed Sprints to reduce VPN and Office 365 tickets by ~20% and ~15% respectively, resulting in ~$1.5M annualized direct and indirect savingsEstablished regional intimacy by migrating the global helpdesk to 4 regional servicedesks and championed initiatives resulting in an overall 9% increase of resolution at L1 and 5% improvement in customer satisfaction• Introduced a global knowledge management strategy and drove adoption with key product owners across GE• Standardized and led processes to guarantee support team preparedness for all NxI activities • Drove shift left initiatives to increase expertise and permission levels at servicedesk -
Senior Project Manager – End User ServicesGe Oct 2011 - Sep 2014Boston, Ma, UsResponsible for L1 servicedesk operations for Latin America and defined the company wide servicedesk regionalization strategy. Established business intimacy as the servicedesk liaison to senior business unit IT leaders.• Led migration to a new servicedesk provider; improved customer satisfaction by ~25% and increased resolution at L1 by ~20% while consistently meeting and exceeding response SLAs• Led the consolidation of multiple ITSM platforms into a single, global instance of Service Now for End User Services• Responsible for servicedesk budget planning to liquidate both direct and indirect costs• Drove productivity by creating metrics packages, presentations and ad hoc analytical requests -
Program LeadTangoe 2001 - Oct 2011Indianapolis, Indiana, UsResponsible for the full wing to wing TEMs operations for four Fortune 500 outsource customers • Managed more than $25M of monthly telecom expenses by directing timely execution of fundamental business deliverables • Developed processes to bring new services on line faster without additional resources, leading to increased customer penetration and an ~300% increase in monthly revenue• Supervised SLA compliance by establishing and monitoring KPIs; implemented remedies; created and presented Root Cause Analyses to both internal and customer executive teams• Developed a strategic partnership with a third party to expand product/services internationally• Responsible for contract renewals and identifying global up-sell opportunities based on customer needs Director - Account Management 10/2006-06/2009Directed a team of Account Managers responsible for five accounts• Cultivated positive relationships; ensured accounts were referenceable by providing superlative customer service • Executed monthly “production run” involving invoice management, match process, internal charge-back, and financial, end user, and scorecard reporting • Led vendor management and oversaw the audit process and dispute management; successfully resolved disputes creating over $10M in credits for clients • Delivered ad hoc projects and reports necessary to support customer and collaborated with internal and customer teams to identify, prioritize, and implement enhancement requests and bug resolutions• Developed and delivered customized internal and external training -
DirectorHcl Ems 2008 - 2011
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DirectorControl Point Solutions 2001 - 2008Us -
Account ManagerBroadmargin 2001 - 2005Us
Dean Demos Skills
Dean Demos Education Details
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Georgia Tech Scheller College Of BusinessMsm -
Georgia Institute Of Technology -
Clemson UniversityMath
Frequently Asked Questions about Dean Demos
What company does Dean Demos work for?
Dean Demos works for Ge Aerospace
What is Dean Demos's role at the current company?
Dean Demos's current role is Digital Workplace Strategic Initiatives Leader.
What is Dean Demos's email address?
Dean Demos's email address is dean.demos@ge.com
What is Dean Demos's direct phone number?
Dean Demos's direct phone number is +150482*****
What schools did Dean Demos attend?
Dean Demos attended Georgia Tech Scheller College Of Business, Georgia Institute Of Technology, Clemson University.
What skills is Dean Demos known for?
Dean Demos has skills like Process Improvement, Program Management, Management, Project Management, Telecommunications, Business Analysis, Service Delivery, Cross Functional Team Leadership, Business Process Improvement, Leadership, Integration, Outsourcing.
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