Judy Gorman Email and Phone Number
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A Strategic Service Operations professional with broad experience in sales support and delivery and customer service for the manufacturing and logistics of consumer devices and communications systems. Proven leadership in lean processes, problem solving, continuous improvement and change management. Demonstrated ability to successfully build and lead an organization to obtain performance excellence. Excels at building and managing client relationships. Extensive knowledge of the telecommunications industry.Values:..Continuous Improvement..Integrity..CourageSpecialties:Account Management; Billing Operations; Change Management; Contract Negotiation and Management; Customer Support; Key Performance Indicators; Lean; Mergers and Acquisitions; Organizational Development and Performance Management; Product and Process Quality; Reverse Logistics; Sales Support Processes; Scorecard/Dashboard development; Service Delivery; Service Operations; Six Sigma Problem Solving
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Director Account ManagementGxo Logistics, Inc. Aug 2021 - PresentGreenwich, Connecticut, Us
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Director Product ManagementNew Breed Logistics Dec 2013 - Present
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Director Account ManagementXpo Logistics, Inc. Dec 2016 - Aug 2021Greenwich, Ct, Us -
Director Project ManagementXpo Logistics, Inc. Mar 2015 - Aug 2021Greenwich, Ct, Us
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Manager, Post-Sale Handset ServicesZte Jul 2013 - Dec 2013Shenzhen, Cn• Improved scorecard results through cross-functional leadership • Led quality initiative to improve customer satisfaction and responsiveness• Leadership in program to improve ZTE’s call center, including survey implementation, policy revision, and RFP initiative -
Director, Customer OperationsResearch In Motion Nov 2010 - Aug 2011Waterloo, Ontario, CaLed US customer operations team responsible for managing BlackBerry reverse logistics for US wireless carrier customers, distribution partners and national retailers. •Created structure for effective customer relationship management •Managed supplier performance to achieve compliance to contractual requirements •Achieved Preferred Vendor Status in repair and logistics quality •Collaborated with technical leadership to implement complex warranty returns support policies to reduce repair services cost by 50% •Implemented collaborative planning and forecasting processes to reduce risks and achieve 99% forecast accuracy•Launched new repair models to improve on-time delivery of products by 60% -
Senior Service Manager (Reverse Logistics And Sales Support)Research In Motion Oct 2006 - Nov 2010Waterloo, Ontario, CaBuilt and led the account management team for the US operations resulting in excellent responsiveness and improved customer satisfaction with warranty support•Created Key Performance Indicators and led operational reviews to meet/exceed customer requirements leading to Best in Class Scorecard performance•Negotiated contracts to launch new wireless carrier relationships and to support new product launches•Created customized solutions to meet clients’ inventory requirements •Developed an automated order solution to improve order quality by 70% and reduce cycle time by 35%•Launched in-field support programs to reduce costs and improve the consumer experience
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Senior Service And Quality Manager (Product Quality And Service Delivery)Motorola Mobility Jun 2000 - Oct 2006Chicago, Illinois, UsLed the support of product quality and warranty for US wireless customers, managing reverse logistics and the authorized service center organization, facilitating new product launch activity, leading fast resolution teams, negotiating contracts, and controlling warranty costs.•Created and led scorecard programs for Top 10 wireless carrier customers; achieving benchmark status •Managed warranty claims administration and performance management for national authorized service centers, including creation of warranty policies and procedures for maintaining authorized service center status•Achieved 20% cost reduction through system implementation•Established program for sustaining ISO 9000 certification -
Distribution Quality Manager (Sales Support Operations)Motorola Solutions Sep 1999 - Jun 2000Chicago, Il, UsSupported large scale system implementation for civic governments and Fortune 500 accounts, ensuring customer satisfaction with each phase in the life cycle.•Guided redesign of customer survey to improve sales team engagement and increase customer loyalty throughout the product life cycle; sponsored project teams to implement changes•Drove strategic focus on customer technology reviews; including the creation of tools to ensure successful customer site audits -
Senior Finance Manager (Sales Support And Service Delivery)Motorola Solutions Sep 1997 - Sep 1999Chicago, Il, UsMaintained financial ownership for $30 million annual revenues in services, building the annual plan, performing forecasts and variance analysis, creating comprehensive material for operations reviews.•Achieved quarterly profit margin targets for two consecutive years•Led monthly project reviews with the program management team, to manage risks and project costs •Developed communication strategy to support implementation of international order-to-cash system
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National Billing Manager (Sales Support Operations)Motorola Solutions Jan 1995 - Sep 1997Chicago, Il, UsManaged billing and subcontracting of service and network products for US base, totaling $130 million annual billings for a base of 60,000 customers.•Integrated two billing organizations to achieve streamlined billing processes and cost reduction •Improved productivity by 30% by implementing an imaging system for processing and storage and a web-based subcontractor interface for data processing
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Credit Manager (Sales Support)Motorola Solutions Apr 1987 - Jan 1995Chicago, Il, UsProgressed through national credit organization gaining increased responsibilities in managing credit approval and collections for $900M sales•Recruited and hired 70 credit professionals to consolidate six regional teams into a centralized business center•Developed and implemented strategic initiative to improve accounts receivable turnover by 50% and reduce aged receivables by 75%
Judy Gorman Skills
Judy Gorman Education Details
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Motorola Solutions Learning Center (Motorola University)Leadership -
Stephen F. Austin State UniversityMarketing
Frequently Asked Questions about Judy Gorman
What company does Judy Gorman work for?
Judy Gorman works for Gxo Logistics, Inc.
What is Judy Gorman's role at the current company?
Judy Gorman's current role is Director Account Management at GXO Logistics, Inc..
What is Judy Gorman's email address?
Judy Gorman's email address is bi****@****aol.com
What is Judy Gorman's direct phone number?
Judy Gorman's direct phone number is +20300*****
What schools did Judy Gorman attend?
Judy Gorman attended Motorola Solutions Learning Center (Motorola University), Stephen F. Austin State University.
What are some of Judy Gorman's interests?
Judy Gorman has interest in Service Operations, Social Services, Children, Sales Support Operations, Service Delivery, Science And Technology, Account Management, Reverse Logistics.
What skills is Judy Gorman known for?
Judy Gorman has skills like Telecommunications, Program Management, Six Sigma, Cross Functional Team Leadership, Management, Process Improvement, Change Management, Customer Satisfaction, Sales Operations, Logistics, Continuous Improvement, Contract Negotiation.
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