Randy Markland Email & Phone Number

Fort Worth, Tx, Us

Fort Worth, Tx, Us

Fort Worth, Tx

Fort Worth, Tx

Direct IT support operations for South-central states by partnering with multiple national customers to develop service proposals, resolve service issues, and plan customer support activities. Provided management oversight of four Area Service Managers supporting central US. Provided staffing to meet specific needs, from equipment installations to dedicated on-site presence. Optimized team performance through strategic selection and development of technician leads, who provided strong local leadership and mentoring to junior employees.

Spearheaded team of 30 Customer Service Engineers delivering dedicated round-the-clock maintenance of Sun Microsystems equipment for Sun customers across 7 states. Partnered with Sun leadership to develop service proposals, resolve service issues, and plan customer support activities. Provided staffing to meet specific needs, from equipment installations to dedicated on-site presenceSelected HighlightsGrew business 200% over 10 years by driving teams to deliver the highest quality customer service.Optimized team performance through strategic selection and development of technician leads, who provided strong local leadership and mentoring to junior employees. Expertly managed high-priority project that brought in $5.6M in new revenue - coordinated internal team in effort to integrate a new business segment that required interview and hire of 48 new employees within a 30-day window.

Drove support operations for airline and travel industry customers in Dallas/Fort Worth, including American Airlines and Sabre Travel Services, leading team of 2 Service Delivery Managers and 27 Customer Service Engineers. Optimized satisfaction by defining goals and creating strategies to fulfill service agreements - developed targeted tools and metrics and delivered firsthand coaching and support. Selected HighlightsExpanded corporate customer base by co-directing nationwide integration of new business segment into the organization.Ensured the highest levels of satisfaction by proactively building a dedicated, top-performing team focused on meeting and exceeding customer requirements and corporate goals.Continuously developed strong leaders; identified, mentored, and elevated 2 technicians into vital Service Delivery Manager positions.

Piloted key administrative activities for 7 offices in 5 states, including development of annual budgets and monthly P&L reconciliation, as well as contract processing, accounts receivable oversight, and dispatching of services. Optimized spending and fiscal management through creation of a running 3-month forecast. Orchestrated integration of new systems to advance capabilities and introduced training sessions to build staff knowledge. Encouraged mentoring of newer employee by senior collector.Selected HighlightsSlashed outstanding collections figures by 70% through implementation of key policy and procedure changes, including service refusal for accounts outstanding over 60 days and concentration on clearing all issues past 90 days - consistently led all regions in monthly accounts receivables metrics. Eliminated early service issues with new customers by streamlining contract processing procedures and expediting input of contracts into corporate database.Enhanced performance of area managers through proactive mentoring and education in critical areas including P&L and reconciliation.

Directed all functions for total operations including production, P&L, and sales support of manufacturing plant producing toothbrushes, surgical scrub brushes, and hospital identification bands. Twelve department manager reports. Three-shift operation with 400 employees and annual sales of $223 million. Left to return to Texas.

Led quality assurance programs at four manufacturing facilities located in Texas, Tennessee and Connecticut. Worked closely with Engineering and Product Development groups at company headquarters in Chicago. Worked closely with customers in establishing new manufacturing standards for new products.

Managed production, scheduling, shipping, and quality assurance functions for three-shift operation. Assisted in start-up of this plant from empty shell to 175-employee facility.

Organized initial Quality Assurance department for this three-shift operation. Modified and/or established procedures and specifications for most products manufactured at this facility. Reduced annual customer returns from more than $100,000 to less than $10,000.

Bachelor Of Science, Business Management

Education record