John Olivier Email & Phone Number

Richmond, Virginia, United States

United States

Richmond, Virginia Area

Recruited to manage key strategic vendors in the Global Business Services group, with primary focus on ITO and BPO services. Partnered with internal business owners to understand support needs and ensured vendors delivered on those needs. Revised and strengthened SLA goals, created meaningful penalties and incentives.

Glen Allen, Va

Enlisted by a start-up organization to develop and launch a nation-wide, stand-alone field service solution across retail, small business, energy and medical sectors. Established recruitment criteria, on-boarding processes and field management team to build-out our vendor network. Member of the selection committee to procure CRM/Work Order management system utilized to track all vendor activities and process payments.

Led a warranty program that delivered $300M in margin annually through product development, process improvements, improved training and new marketing materials. Managed the relationship with the third-party underwriters and administrators guaranteeing best-in-class service delivery across a portfolio of 4 million warranty contracts. Delivered sales performance results to executive committee and senior management on a regular and ad hoc basis, as well as providing field management with… Show more Led a warranty program that delivered $300M in margin annually through product development, process improvements, improved training and new marketing materials. Managed the relationship with the third-party underwriters and administrators guaranteeing best-in-class service delivery across a portfolio of 4 million warranty contracts. Delivered sales performance results to executive committee and senior management on a regular and ad hoc basis, as well as providing field management with reporting tools needed to effectively manage the sales force on a daily basis. Teamed with attorneys and legislative consultants in conjunction to ensure compliance with the each states' regulations and restrictions.Key AccomplishmentsCreated a platform for a new line of tangible warranty products that generated $12M in incremental margin annuallyIncreased warranty offer rate 7% by driving improvements to the functionality of POS systemDrove development and implementation of self-paced and leader-lead training programs for nation-wide sales force Increase warranty sales by 15% during holiday season through a targeted chain-wide internal marketing campaign Partnered with internal and vendor service organizations to reduce labor costs by 10% by overhauling existing process Show less

Chosen to drive key projects related to warranty sales, service operations and consumer affairs. Utilized standard project management tools and proven team-building skills to drive an overhaul of the processes and procedures for the continued operation of the national services and warranty management programs. Stream-lined existing standard operations procedures and created operating procedures for new business models and partnered with Internal Audit team to ensure proper accounting rules… Show more Chosen to drive key projects related to warranty sales, service operations and consumer affairs. Utilized standard project management tools and proven team-building skills to drive an overhaul of the processes and procedures for the continued operation of the national services and warranty management programs. Stream-lined existing standard operations procedures and created operating procedures for new business models and partnered with Internal Audit team to ensure proper accounting rules and business practices. Led services team as subject manager expert on an organization-wide systems transformation initiative. Key AccomplishmentsDrove process improvements that resulted in a 25% reduction in customer repair timesLed initiative to review and modify obligor status by state, freeing $9M in reserves annuallyCommended by internal audit on two different audits for fewest number of compliance risk factors Show less

Tapped to develop a profitability model for setting warranty prices and durations that would maximize penetration and margin. Established a baseline and methods for normalizing customer complaint data, creating actionable tools. Key player in the driving down the number of complaints per million dollars in sales by measuring customer data and directing corporate and field management to aggressively attack areas of opportunity. Supplied point of sale analysis to merchants, enabling buyers to… Show more Tapped to develop a profitability model for setting warranty prices and durations that would maximize penetration and margin. Established a baseline and methods for normalizing customer complaint data, creating actionable tools. Key player in the driving down the number of complaints per million dollars in sales by measuring customer data and directing corporate and field management to aggressively attack areas of opportunity. Supplied point of sale analysis to merchants, enabling buyers to negotiate from a position of strength. Key AccomplishmentsDelivered $3.2M in additional margin by setting warranty prices and terms dynamically based on brand and retail priceFacilitated a $500K refund from major PC manufacturer as a result of analysis of return data over a 6-month periodEliminated 80% of behavior related issues by ensuring management-level visibility to complaint trends Show less