John Main Email & Phone Number

Florida, United States

IDEA, LLC, helps early- & late-stage startups, as well as growing Small & Medium Businesses in the southeast with $10M or more in revenue, who are challenged with chaotic, reactive processes and ineffective CRM, IT, Financial, and Inventory Systems, to improve operational efficiency by up to 97% and increase customer satisfaction, resulting in improved.

Delray Beach, Florida, US

Mentor to Small Businesses and Startups focusing on operations, customer experience, technology, and accounting.COO focused on processes and technology to provide repeatability and scalability of the organization, seamlessly supporting mentors, founders, partners, sponsors, and administrators.

Phoenix, Arizona, US

ExecHQ® is a C-suite advisory firm providing elite executives for your business, whether for the purposes of having a “fresh eye” on difficult business challenges and goals, or to provide a trusted senior executive to lead an existing team.Led the Customer Experience Industry Group and the Technology Industry Group. Managing CTOs, CIOs, and COOs skills.

• Implemented a new Inventory Management System.
• Completely overhauled Financial Management System.
• Prepared all 2021 Financial Reporting for CPA.
• Implemented new Time Tracking & Reporting System.
• Developed Employee Handbook, Policies & Procedures, and Operations Manuals.
• Implemented reporting package of inventory, prepaid inventory, sales, and accounts receivables.Responsible for all Operational Aspects of the business, including Accounting, Human Resources, Inventory Management.

• Operations
• Production Oversight - Managed 40 to 60 projects simultaneously across 4 locations and production capacity in 2 production centers
• Scheduling Conflicts - Maintained 99% On-Time Delivery Rate
• Inventory Management - Oversight of inventory.Mergers & Acquisitions
• Completed two major acquisitions. The second one doubled our size.
• Assessed suitability, financial stability, customer stability, staffing stability (as much as possible) and skillset, and operational gaps.

Boston, Massachusetts, US

· Implemented and automated enterprise-wide Production Change Control Process in SalesForce.com.· Implemented ITIL-based Incident Management, Request Fulfillment, and Problem Management processes in SalesForce.com.· Implemented multi-lingual (French and Spanish) capabilities through an external vendor.· Oversight of Client Implementations for client.

Atlanta, Georgia, US

• Transformed environment from 100% Callback (Outbound) with 2+ hour Average Speed to Answer to 80%+ Inbound with less than 2 minute ASA. Reduced customer wait time from 14,000 hours per month to less than 400 hours per.
• Planned and managed $10M P&L.
• Developed and executed staffing plan to provide consistent service levels through call volume peaks (80% higher than normal volume) while maintaining high utilization rates.
• Developed and implemented Outsourcing Strategy to augment staff, including vendor selection, contract negotiations, ramp-up, and partial ramp-down.
• Frequently made planning presentations and status presentations to large groups (100+ people). Audiences ranged from Customers to Top Executive Management.
• Enhanced primitive reporting program to a fully Balanced Scorecard.

Dallas, TX, US

• Managed multiple project teams for two Clarify products for Call Center Support and IT Trouble Ticketing. Supporting over 30,000 CSRs in over 20 Call Centers across North America.
• Managed Employee and Vendor On-site and Off-shore Development Teams. (50+ people)
• Led Deployment of the CRM application in an 800-seat Call Center to increase the Time To Proficiency for the agents.
• Built and Managed the 24x7 Production Support Team.
• Led Capacity Planning Team to scale the application from 2,000 users to 30,000 users. Capacity was increased in Production and Load Testing Environments.
• Managed the Load Testing and Performance Testing Team. Expanded existing testing models to better represent the actual usage in production, increasing stability and availability. No performance or load related.

Dublin 2, IE

• Managed $8 million budget for maintenance and application development. Negotiated budgets.
• Project Manager for four on-going Retail Customer Care projects, projected to save BellSouth $4 million annually.
• Managed Process Improvement Initiatives for 100 member group. Designed the program to obtain Level 3 Certification in 18 months.Managed a wide variety of teams from Application Development Teams to Process Improvement.

Dallas, TX, US

Managed a wide variety of teams from Application Development Teams to Process Improvement Teams. Applications were Consumer focused and B2B focused.Outsourced to Accenture in January 2002.

CA

Managed Software Development and Quality Assurance teams for large-scale documentation processing and retrieval systems for the DMS line of Nortel switches.

Contractor at Nortel.

Contractor at NASA.Software Developer for network control software for a large FDDI WAN using SNMP as the primary communication protocol. The network was a new terrestrial network for communications with Space Station Freedom.