Wayne Leonard Email & Phone Number

Florida, United States

Overland Park, Kansas, United States

Provided resolution management support for all Care and Network related complaints driven by the Consumer Markets Operations and Loyalty teams.•Built a SharePoint Data Warehouse to allow for role-based ticket management of all incoming tickets received allowing for the processing of over 4,000 tickets in a 4-month period.•Responsible for compiling weekly and monthly reports for the Senior Vice President of Retail•Responsible for managing data, performing data cleansing, and generating Executive summary reporting on a weekly basis.•Enhanced Executive reports and presentation designs to ensure products met Executive level standards.•Built cross organizational relationships necessary to resolve complex interorganizational process related issues•Conducted pain point discovery and analysis session with Care, Network, and Consumer Markets leadership to identify root causes to TNX related Network problems utilizing Lean Six Sigma techniques

Develop C-Level presentations used to communicate Strategic program statuses to the Executive leadership team by the office of the President of Sales and Sales Strategy. Provide Project Management leadership for the National Sales, Sales Strategy, and Operations teams. Matrix manage cross functional teams responsible for launching new products and services, improving field performance, and minimizing Customer impacts.

Recruited into the newly created “One Sprint” sales organization and charged with developing and executing the operational and deployment plan for “Magic Box,” a network enhancer box for homes and businesses. Exceeded deployment of over 100,000 boxes in the six months, which lead to significant improvement in download speeds in these areas for customers.•Responsible for building strong cross functional relationships with process partners including senior and Executive Leaders necessary to negotiate strategic processes and procedures ensuring the successful deployment of the Sprint Magic Box.•Accountable for developing and presenting timely feedback to Executive Sponsors related to the launch of Magic Box or improvements to the Magic Box program based on Core Team feedback.•Responsible for designing a data management system, utilizing Microsoft SQL, capable of tracking all magic box devices, ensuring that all devices remained active, and were returned and refurbished when no longer used.•Responsible for daily report updates pulled from MS SQL including identifying inaccurate, incomplete, or irrelevant parts of the data and then replacing or modifying that data as needed.

Successfully matrix-managed numerous cross-organizational business process improvement initiatives requiring regular reporting and interaction with Executive leadership from Sales, Product Marketing, Network, Care, Supply Chain Management, and Human Resources resulting in over $70M in productivity savings in 3-year period.Responsible for managing project teams, dispersed remotely throughout the nation, tasked with developing and implementing policies and procedures, systems and tools, and product enhancements for both the Wireline and Wireless product portfolio.

•Motivated and led a residential-sales and customer-retention team to exceed revenue objectives consistently over a 4-year period while leading the nation in customer service metrics.•Managed and mentored all staff reporting to the position so as to effectively recruit, train, evaluate, motivate, delegate and monitor their activities. •Delivered feedback to staff on areas of performance deficiency and problem resolution; developed personnel for future leadership positions resulting in promotions of 8 team members over 4-year period.

•Successfully analyzed and controlled operations budget and cost containment efforts; conducted sales and service training efforts, and led business process improvement initiatives.•Performed complex data analysis; analyzed trends, costs, and revenues to project future revenues and expenses; researched variances to understand business trends and prepared Executive summaries and reports to recommend creative alternatives and a best course of action.

•Held full profit and loss responsibility and span of control over all retail business operations including marketing and business development, training, local advertising, and budget and expense management for $5M sales and operations financial plan. •Exceeded targeted goals with regards to profit and loss responsibilities. Analyzed complex financial information; prepared and presented detailed financial analysis and reports; demonstrated an ability to understand profit and loss calculations and basic business finance including gross margin percentages and calculations, revenue and expense management, cash-flow, and accounts receivables.

Master Of Business Administration (M.B.A.), Marketing And Entreprenurship, 3.91

Graduated with Honors

Bachelor’S Degree, Management And Marketing

Activities and Societies: •Gamma Beta Phi Honor Society •President: The American Society of Personnel Administration •Executive.