Lead the Damage Prevention Team at Zayo Group, driving initiatives to enhance network reliability and customer experience. Develop and implement strategies to streamline operations, resulting in improved efficiency and reduced customer impact. Collaborate with cross-functional teams to optimize damage prevention efforts and ensure a seamless customer experience.

Skilled Senior Manager o Work directly with senior leadership to address outage and customer impact o Direct 24x7 team that replaces critical network components across 102 UPS Depots in U.S. o Manage ~$100M budget; lead process/system enhancements and compliance o Direct initiatives that drive efficiency, reduce costs, improve quality: o 2020 results: 148% of goal o 2019 results: 140% of goalCustomer-Focused Team Leader o Lead organization of 99 managers, engineers, and analysts o Use digital tools to guide decisions, view risk factors, historic trends, predictive models o Leverage data-driven approach to maximize efficiency/deliver optimum results o Implement hiring strategy and training program that improved cost structure o Reduced on-boarding cycles by 83% o Improved cost structure by 27% with centralized workforce

Innovative Team Lead/Managero Promoted to lead team in end-to-end program management, including product expansion, revenue growth o Identified new service and product opportunities by developing global relationshipso Manage 24x7 call center that delivered ~$13M annual revenue globallyo Developed KPI’s for all Field Tech Services team Customer-Focused o Developed multiple processes to improve customer response across U.S., UK, Europe, APACo Implemented continuous improvement procedures (KPIs, customer surveys, training), improving customer satisfaction and reducing escalations Results of Leadership o Revenue increased by 16%; Fortune 500 accounts grew; increased product penetration o Produced 10-year highs in revenue and customer satisfactiono Achieved ~$48M in annual run-rate savings through physical audits and inventory managemento Attained organization-leading Customer Satisfaction (CSAT) scoresJanuary 2014 —August 2017Broomfield, CO o Managed program to address a multi-million-dollar cost avoidance by completing physical audits and updating inventoryo Focused approach on continuous improvement efforts designed to maximize efficiency and results for organizationo Defined and implemented standardized metrics, reporting, and launched business review with Field Operations and Product Senior Leadership stakeholderso Service management experience at major networking and telecommunications firms maintaining relationships with Fortune 500 accounts from first level management to senior leadershipo Operational experience measuring care center performance, trending key performance indicators, identifying efficiency improvements, and implementing solutions to improve customer experienceo Developed and maintained global operational relationships to identify new service and product opportunities

Hired from Global Crossing to strengthen Level 3’s customer service. Direct work with senior leadership, Fortune 500 customers, with multiple managers and analysts as direct reports. o Led team of 35 technicians focused on customer repair and restoration of service o Leveraged multiple digital platforms to access and troubleshoot customer issues o Defined hiring strategy/training program that improved cost structure of organizationo Led multiple initiatives to drive efficiency, reduce costs, improve quality through change management, analytics

Key accomplishments: o Reduced cost-per-call by 85%; increased consultant productivity by average of 95%o Led efforts to consolidate five Customer Contact Centers to one, resulting in $6M savings annually o Launched organization that drove service restoration, reducing mean-time-to-repair (MTTR) by 60% o Worked with global clients/customers across the U.S., UK, Europe, and APAC