Jeff Dowd Email & Phone Number

Austin, Texas, United States

Austin, Texas, United States

Lead the Service Delivery team while developing timelines and strategies to ensure that our customers receive their completed installations on time. Develop a long-range strategy including headcount/staffing plans, training plans, and a budget that will effectively support the Service Delivery team. *Manage a team of approximately 20-25 Project Coordinators, Project Coordinator Leads, Project Managers, Quote Review Specialists, Supervisors, and Managers. Provide the team with the… Show more Lead the Service Delivery team while developing timelines and strategies to ensure that our customers receive their completed installations on time. Develop a long-range strategy including headcount/staffing plans, training plans, and a budget that will effectively support the Service Delivery team. *Manage a team of approximately 20-25 Project Coordinators, Project Coordinator Leads, Project Managers, Quote Review Specialists, Supervisors, and Managers. Provide the team with the day-to-day direction in their job duties, provide constructive feedback, coaching, and promote professional development.*Lead process analysis, design or subsequent re-design having a significant leadership impact on the success of the program while reporting to the Senior Director of Service Delivery and Supply Chain Management. *Drive results-oriented performance improvement initiatives using the proven methodologies of process improvement while ensuring accountability, focus, strategic alignment, and cross-functional relationships with the other entities through the use of metrics based goals and objectives.*Create and Maintain reports that reflect production, efficiency; find consistent issues and resolutions at a department level.*Ensure Service Delivery has developed timelines that ensure the customer receives completed installations and service dispatches on time.*Develop long-range strategy including a headcount/staffing plan, a training plan, and a budget that will support effective service delivery while also managing and tracking metrics for the executive team.*Act as a primary liaison between our Premier clients and the Service Delivery department to ensure breakthrough satisfaction and performance. *Review performance data that includes backlog to measure departmental productivity, goal achievement, and overall effectiveness.*Promoted to Manager of Service Delivery in June 2014 and to Senior Manager in August 2017. Show less

Austin, Texas, United States

Responsible for the management and performance of a team that schedules installation sales orders for new clients throughout the United States. Provide support for the Project Management team as an SME (Subject Matter Expert) for the transition to Oracle. Ensure that the team achieves revenue targets to meet the needs of our internal and external clients in a timely and efficient manner. *Led a team of 8-10 Project Coordinators. Provided the team with day-to-day direction in their job… Show more Responsible for the management and performance of a team that schedules installation sales orders for new clients throughout the United States. Provide support for the Project Management team as an SME (Subject Matter Expert) for the transition to Oracle. Ensure that the team achieves revenue targets to meet the needs of our internal and external clients in a timely and efficient manner. *Led a team of 8-10 Project Coordinators. Provided the team with day-to-day direction in their job duties, provided constructive feedback, coaching, and promoted professional development.*Handled manager-escalated issues from upset internal and external clients to ensure client satisfaction. Provided resolution and appropriate communication. *Analyzed monthly budget forecasts and re-forecasts consisting of gross gain, equipment, and labor to set targets. *Helped develop the training programs for the Project Management team during the company-wide transition to Oracle. Collaborated with the Project Management BPO to create Business Processes during the development phases for the company's Oracle modules. As an SME, assisted the BPO during the Oracle stress test phases. *Trained new hires and existing team members during Mood Media North America's transition to new headquarters in Austin, TX. Developed the training classes and programs to support a rapidly growing team of Project Management. Key Project Management resource for DSI system during this transition. *Provided ongoing classroom and hands-on training for the team.*Hired as Project Manager and promoted to Team Lead within two months of headquarters transition to Austin, TX. Show less

Responsible for the overall management and performance of a team which schedules 4500 installation work orders per month for new clients and 5500 service work orders per month for existing clients covering more than 40 markets throughout the United States. Consistently ensures that the team achieves revenue targets and service level targets to meet the needs of our internal and external clients in a timely and efficient manner. • Hire and supervise a team of 7-8 Scheduling… Show more Responsible for the overall management and performance of a team which schedules 4500 installation work orders per month for new clients and 5500 service work orders per month for existing clients covering more than 40 markets throughout the United States. Consistently ensures that the team achieves revenue targets and service level targets to meet the needs of our internal and external clients in a timely and efficient manner. • Hire and supervise a team of 7-8 Scheduling Coordinators. Provide team with day-to-day direction in their job duties, provide constructive feedback and coaching, promote professional development, and prepare monthly and yearly performance evaluations. • Coordinate the scheduling for major projects of 50+ locations with the Project Management team and the Scheduling Coordinators.• Analyze monthly budget forecasts and re-forecasts consisting of gross gain, equipment, and labor to set targets. Maintain monthly forecasting versus target goals. Supported 4.5 million dollars in monthly revenues over the last 12 months.• Manage monthly installation backlog of 13 million dollars of equipment and labor and 140,000 dollars of monthly recurring.• Handle manager-escalated issues from upset internal and external clients to ensure client satisfaction. Providing resolution and appropriate communication. • Create and maintain daily and weekly reports to manage team’s performance.• Monitor and manage a small call center environment to keep team within Company metrics. • Was instrumental in creating a Scheduling Handbook that consolidated procedures and processes into one place while implementing new ones to better support the clients. Show less

Responsible for scheduling installation and service work orders within the West Coast Region. Ensured successful work order completion using customer service skills and knowledge of construction processes.• Managed work orders using a web-based scheduling tool to plan efficient routes and maximize technician skillsets and productivity.• Communicated with clients and General Contractors to determine job accuracy, construction time lines, and turnover dates. Followed up as needed to… Show more Responsible for scheduling installation and service work orders within the West Coast Region. Ensured successful work order completion using customer service skills and knowledge of construction processes.• Managed work orders using a web-based scheduling tool to plan efficient routes and maximize technician skillsets and productivity.• Communicated with clients and General Contractors to determine job accuracy, construction time lines, and turnover dates. Followed up as needed to ensure job completion and client satisfaction. • Managed the job negotiations and front end paperwork for subcontractors. Communicated pertinent job details with subcontractors.• Forecasted monthly revenue targets for gross gain, installation and labor. • Received calls from clients via customer service phone queue requesting service and attempted to resolve telephonically prior to dispatching a technician.• Developed relationships with technicians, Local Operations Managers, Account Executives, General Contractors, clients and others to promote company success. Show less