Jeffrey Bird Email and Phone Number

Lead operations manager who performs as central contact for all services provided, including plans, directs, coordinates and executes consulting and implementation services for established and “start up” companies focusing on communications, data, wireless, maintenance/sales and back office solutions.Expertise in operations in a wide variety of arenas, combined with the ability to communicate effectively with professionals, administrative staff and support staff, leading to excellent results. Ability to foster a culture that drives continuous facility improvement while maintaining a high safety standard.Effective staff management with focus on customer service and safety compliance.Demonstrated ability to recruit, train, and retain excellent staff resulting in successful operations while minimizing human resource expenses.

Overall responsibility for two branch offices covering the states of MN, WI, SD, ND, IA, NE, KS, MO. Managed all branch functions: sales, operations, warehouse, budgets and bottom line EBITDA, focusing on enterprise accounts with high-end networks and call centers. Average system sale between 125K and 1M. Responsible for recruiting, hiring and developing operational and sales staff.Transitioned sales and operations from a manufacturer model to a reseller while maintaining existing base and revenue expectations.Opened and staffed a branch office in Kansas City, which resulted in $400,000 in sales and service revenue in the first 10 months.Maintained period costs of a minimum of 12% under budget for the last 5 years.Delivered a Customer Satisfaction rating for the region of 9.14 or higher for the last three years.Developed procedures involving all warehousing functions including inventory, refurbishment and shipping.Provided a 90% or better accuracy in revenue forecasts for the last 36 months.

Responsible for all operational functions for the Williams Communication Solutions branch office with a staff of 18 technicians, 2 system design specialists and 4 support staff covering the states of MN, ND, SD, IA, WI. Responsibilities involved installations, service and maintenance of Nortel phone systems and Octel voicemails. Acted as a technicial liaison to sales for all customer-facing meetings and ensured all contracts and engineering were accurate and complete.Successfully managed the installation of several hundred small, medium and large PBX systems.Generated 9.7 million in revenue while decreasing overall operating expenses for 1997.Responsible for several on-site contracts with large national corporations ranging from defense contractors to global food producers.Negotiated and established service agreements with over 150 customers, ranging from parts only agreements to multiple on-site agreements in a campus enviroment.

Responsible for the Customer Service Call Center consisting of six Customer Service Supervisors; and 66 Customer Service Representatives: over 1 million calls annually and a 3Million operating budget.Developed and implemented concise departmental goals and communicated to staff which enabled the department to answer over 95% of all incoming calls within 30 seconds for three consecutive years, and earned the industry's NCTA Gold Seal of Customer Service for three consecutive years.Shaped a cohesive team of supervisors through communication of responsibilities and priorities, as well as allowing them the flexibility and empowerment, which contributed to the success of the business.Wrote clear measurable job standards for the positions of Customer Service Representative and Customer Service Supervisor, allowing everyone to clearly understand their roles and responsibilities, which improved the company's performance.Reorganized existing call center during a company merger by combining two call centers into one. Customer base increased by over 45,000 with no decrease in the level of quality of service provided to customers.Coordinated the selection and installation of a new telecommunication system for the company, which involved preparing contracts, schedules and all programming. The system was installed and operational on time with improved reliability and performance.