Josh Crawford Email & Phone Number

Las Vegas, Nevada, United States

Remote

Las Vegas, Nevada, United States

Las Vegas, Nevada

Las Vegas, Nevada, United States

Direct report to CAO executing global cross-departmental projects with a focus on maximizing investor value, creating sustainable, compliant business processes, and alignment with the company's core values.Manage multiple vendor relationships to ensure contractual compliance, and achievement of key performance metrics.Perform analysis of current processes and systems utilization, to highlight opportunities for best practices, resource and technology optimization. Develop and implement action plans to ensure the execution of agreed upon performance and deadlines.Cultivate cross departmental relationships to facilitate team work and successful implementation of companywide initiatives.Conduct quarterly business reviews with Executive leadership.Establish and maintain relationships with vendor leadership to drive accountability and pro-active communication.Work closely with IT to develop system and process training curriculum to aide in implementation of ERP system enhancements.Selected accomplishments include:Successful implementation and maintenance of cash flow management program resulting in an average of $400K additional cash float per month.Integration of automated payroll sub ledger accounting module resulting in significant savings to the payroll and Accounting reconciliation processes.Managed vendor selection, contract negotiation, and system implementation of global travel management system.Selected by SVP / CAO to streamline and automate business processes to solidify company’s potential for IPO.Leveraged process re-engineering and technology optimization to shrink the global financial close process from 45 days, to 16 days within 9 months, allowing IPO to be realized.Implementation of automated check printing, and supplier review processes to significantly reduce risk and ensure Sarbanes-oxley compliance.

Responsible for research to implementation of IT project plans including return on investment, user acceptance testing, reporting, and post launch analysis. Also accountable to track impact to the customer experience, continuity with business objectives, as well as risk mitigation.Led key vendor management projects with primary focus on process and training to achieve sustainable, budget conscious results. Applied effective Risk Management processes for multiple lines of business utilizing various improvement techniques and a close working relationship with the IT organization.Executed call routing efficiencies through IVR enhancements. Successfully utilized Kaizen tools and methodology to analyze and improve processes, workflows and productivity across various support functions. Developed project reporting and analytics to present results and comprehensive business solutions to Executive leadership.Selected accomplishments include:Selected to lead the first true pre-paid (Rover) 4G mobile internet initiative. Effectively overcame unprecedented obstacles to ensure successful launch of multiple support channels, training development, and various IT system enhancements.Developed IVR call routing efficiencies that reduced annual costs by $1.6 Million through reallocation of call volume from premium support channel to a low-cost alternative.Spearheaded Back Order notification process that realized annual cost savings of $153KChaired cross-functional Customer Experience Committee. Committee's contributions included Universal Quality Program which largely contributed to a 6% increase in CSAT scores while first call resolution rates improved in the same interval.Chaired Non-Revenue conversion project which successfully converted 18% of eligible widgets resulting in additional revenue of $120k annually.2 time Clearly the Best award winner for superior performance

Las Vegas, Nv

Designed and managed up to 40 operational and KPI reports per month, supporting all areas of business including Customer Care, Sales, and Engineering. Performed extensive data mining to monitor and track changes in customer contact patterns, product usage, as well as churn risk indicators. Served as advocate for multiple process improvement initiatives through the development of cohort reporting analysis, as well as effective business solution proposals.Accountable for the creation and delivery of reports through the use of various reporting tools such as IBM Cognos 8, MS Access, MS Excel and SQLyog. Conducted clickstream and path tracking analysis to help facilitate multiple customer self-help initiatives using tools such as Adobe Omniture and Get Satisfaction Community Tools. Selected accomplishments include:Successfully managed company-wide data cleanup project and subsequent QA reporting to ensure process efficiencies, creating additional revenues of nearly 500k annually.Developed and implemented real-time refreshable reporting for front-end users which decreased the need for additional headcount. Selected to serve as business analyst subject matter expert for various credit reporting initiatives. Provided credit analytics on subscriber base to the executive team in order to mitigate the risk of bad debt.Designed and implemented process adherence reporting as a control point for QA and department audits that saved an average of 107k annually.Developed and launched over 15 monthly recurring churn activity reports to support the departmental restructure, and align with departmental productivity and quality assurance goals.

Las Vegas, Nevada, United States

Managed the team responsible for delivering full-scale customer support to ~5k internal commercial customers. Worked closely with Corporate Finance to develop and execute best practices. Ensured accurate budget allocation and tracking of inventory assigned or sold to the employee base. Executed monthly audits to ensure consistent and competitive equipment pricing while maintaining focus on minimizing quarterly budgetary expenses. Designed, executed and trained new employee M&Ps which resulted in decreased budget, improved service level and overall employee satisfaction (as measured by company environmental survey).Cultivated relationships with key sales and customer operations leaders to assess and ensure all needs for numerous LOBs were met.Selected accomplishments include:Reduced department expenses by over $500k annually through utilization of refurbished handsets for internal demo, marketing, and employee use.Improved department service level from an average of 7 business days to a 1 day turn around without additional headcount. Increased visibility to KPIs and implementing a workflow solution that led to significant improvements in productivity. Developed a compensation program that drove the right behaviors an ensured alignment with department objectives.