o Author “Corner Grocery Store Principles” Corner Grocery Store Principles: Seven Family Business Principles That Will Create Customers For Life https://a.co/d/0MZ0eYRo Transformation leader focused on Customer Experience & Operational Excellenceo Vice President Technical Services New York/New Jerseyo Stevie Award Customer Service Leader of the Year 2018o Substantial improvement in overall profitability performance of Service P&Lo Lead all of XBS nationwide in Sustainable parts initiativeo Developed "Signature Service" sub Brand and messaging to promote our local service modelo Developed and implemented 360 Connect Install processo Implemented a Fleet vehicle program generating standardization and reducing travel expense significantlyo Recognized as Support Department of the Year by The Stevie AwardsJoe was previously VP, Operational Excellence at Broadview Networks (now Windstream Communications), a strategic role focusing on business process optimization and transformation with responsibility for all Front and Back office customer service operations for the company. Under Joe’s leadership Broadview Networks improved customer experience through several M&A transactions and reduced customer churn by over 50%. He was also responsible for implementing automation and improvements to the company’s customer service systems producing gains in efficiency and effectiveness of the CRM organization resulting in certification by Purdue University’s Center for Customer Driven Quality as a Center of Excellence for two years running. Held positions at Wang Laboratories where he was a District Technical Specialist and Branch Service Manager in the Federal Systems Division in Washington, DC, Okidata where he was Director of North American Service and Support Operations responsible for all customer operations, field service, and logistics for the U.S. and Canada in support of a $25M line of business, and Vio Worldwide where he held the role of V.P. of Worldwide Service establishing new operations in the UK, Asia, and Australia. Joe is an alumni member of The Center for Creative Leadership.