Ken Deforest Email & Phone Number

Volusia County, Florida, United States

Daytona Beach, Florida

Division Manager for all Solid Waste and Recycling operations in Volusia County

Drove service improvements and customer support. Held progressive roles including monitoring service delivery performance for Waste Management nationally and regionally for commercial, residential and industrial / roll-off customers for hauling locations. Maintained daily contact, and collaborated with Operations to monitor and improve service. SELECTED ACCOMPLISHMENTS:✔ Reduced cost per call 30%, saved $5M per year, and successfully implemented pilot program, rolled out nationally… Show more Drove service improvements and customer support. Held progressive roles including monitoring service delivery performance for Waste Management nationally and regionally for commercial, residential and industrial / roll-off customers for hauling locations. Maintained daily contact, and collaborated with Operations to monitor and improve service. SELECTED ACCOMPLISHMENTS:✔ Reduced cost per call 30%, saved $5M per year, and successfully implemented pilot program, rolled out nationally - allowed extensive flexibility to quickly ramp-up and meet cyclical demands. ✔ Launched 2 new customer support operations in IL & TX supporting 300,000 customers.✔ Implemented outsourcing program with West Corporation to handle residential call volume. Show less

Managed hauling and transfer activities for multi-location sites/operations; included Greater Philadelphia and state of NJ. SELECTED ACCOMPLISHMENTS✔ Led District with up to 60 routes & 3 transfer stations to implement new corporate service standards, measuring customer-centric KPI’s. Results included: increasing revenue 10% – 12% each year and EBITDA; reducing accident rates 60%; and reducing customer churn 25%. ✔ Negotiated 1,000 TPD contract with City of Philadelphia… Show more Managed hauling and transfer activities for multi-location sites/operations; included Greater Philadelphia and state of NJ. SELECTED ACCOMPLISHMENTS✔ Led District with up to 60 routes & 3 transfer stations to implement new corporate service standards, measuring customer-centric KPI’s. Results included: increasing revenue 10% – 12% each year and EBITDA; reducing accident rates 60%; and reducing customer churn 25%. ✔ Negotiated 1,000 TPD contract with City of Philadelphia, managing $1M capital project and securing $600K grant for road construction from City of Philadelphia.✔ Integrated 5 acquisitions into 1 operating system, resulting in 60% improvement in operating margins.✔ Developed consolidation plan for WM / USA merger, resulting in annual savings of $500K and non-union post-consolidation structure in PA. Show less