Consumer Business Unit

North America Key Account group providing financial and business analysis supporting handset service account management for Verizon, AT&T Wireless, Sprint, T-Mobile, and various regional carriers.Responsibilities:• Financial analysis and modeling to provide senior leaders with specific strategic guidance for contract negotiations, new service revenue offerings, material demand, and outsourced repairs.• Forecasting of critical service factors to drive cost reduction.• Annual / quarterly budgeting and planning liaison to sector finance.• Drive, track, and implement continuous process improvement actions.• Project leader / analyst for all key account special projects from various senior leaders. Present recommendations across a wide audience of service stakeholders.• Create Excel based interactive models to allow scenario comparisons of complex business issues.Key Accomplishment: • Designed handset return models as an extension of Sales and Operational Planning (S&OP). Generated model data used by material planners to refine material purchases and outsource repair vendors used to optimize headcount, equipment, and repair lines. This two-year project reduced turn-around-time penalties by over $5M and excess material charge-offs by more than $1M annually.• Provided breakthrough analysis for an initiative to reduce operating cost by replacing standard flat rate contractual terms for seed stock with variable terms based on handset quality performance and repair cycle-time efficiencies.• Created and facilitated weekly Risk and Opportunity meetings to drive collaboration between operations and finance teams to optimize monthly financial results by minimizing risks and maximizing opportunities.• Established monthly key account operations review cadence leading to continuous improvements.• Provided leverage for contract negotiation teams with “what if” financial analysis for proposed contract terms.

Managed team of twelve exempt and non-exempt associates located in Fort Worth, Texas, Chicago, Illinois, and Fort Lauderdale, Florida. The team was responsible for all operational metrics, monthly and quarterly business operations reviews and administration for warranty claims processing system.• Created North America Dashboard for all key service metrics.

Global project to implement a time-study based compensation model for outsourced handset repairs resulting in annual global service cost savings of $33M.

Annual operating budget of $200M+; Total service headcount of approximately 300 associates.• Reduced average cost per repair, transitioned service from a largely internal repair operation to a predominantly outsourced model, and drove global service accounting methodology to an accrual system.

• Major accomplishment was planned industry exit for $20M less than targeted cost.