John Ulm Email & Phone Number

San Antonio, Texas, Us

(Director - Sales Operations - 2018 - 2019)• Displayed galvanizing leadership to a team of 4 direct reports/47 staff members, consistently under spending projections while managing a $3.23M salary and a $19.7M P&L budget, achieving a salary 6% below and a P&L 10% below for FY21.• Supported 520+ sales/service field representatives, 90+ service leaders, and 1.2k+ engineers.• Managed hiring and retention of skilled leaders and organized leadership training sessions. • Championed business transformation efforts in collaboration with frontline leadership, identifying inefficiencies, eliminating non-value-add work, and streamlining IT processes and release cycle.• Implemented an engagement initiative, fostering a customer-focused organizational culture. Deployed SLA/customer-driven KPIs and established development sessions for all staff levels.• Robotic Process Automation (RPA) business leader who directed the analysis of software solutions, determination of vendor, and creation of RPA use cases, resulting in $1.3M yearly labor savings.

Austin, Texas, Us

• Cultivated relationships with key Enterprise account contacts/engineering teams, swiftly identifying optimal solutions to operational issues.• Pinpointed areas for continuous improvement across processes and communications, and served as the operational liaison between Samsung U.S./Korea.• Headed Samsung security appliance implementation, onboarding, training, and operationalization, ensuring alignment with client requirements and completing Solution 5 before the deadline.• Employed modifications to the Net Promoter Score (NPS) program, streamlining client communications, reducing survey question amount by 67%, and optimizing the survey process, collection, and reporting platform in collaboration with marketing.• Partnered with engineering, networking, and data center teams to deploy vital Root Cause Analysis guidelines and standardize client-facing/RCA Incident documents and reports.

San Antonio, Texas, Us

• Managed Service Delivery staff across Combined, Enterprise, & Mid-Market Network Security segments (15 direct/300+ indirect reports) and Customer Experience & Service Delivery (3 direct/35+ indirect reports).• Conducted employee performance monitoring, identified areas for improvement, and executed appropriate actions in alignment with organizational vision.• Appointed as Chief of Staff by Sr. VP of Customer Experience & Service Delivery to reinvigorate underperforming business segments.• Successfully decreased churn rate by 27 basis points for a large business segment.• Developed Root Cause Analysis/resolution program, boosting key business unit’s performance by 25 basis points.• Led Network Security segment of 40 engineers serving base of approximately 3,500 clients representing $240M in annual revenue.• Coordinated with technical/business leaders to establish service delivery principles/model.

San Antonio, Texas, Us

San Antonio, Texas, Us

San Antonio, Texas, Us

Dallas, Tx, Us

Dallas, Tx, Us

Dallas, Tx, Us

New York, New York, Us

Peterson Air Force Base, Colorado Springs, Us