Ryan Crupi Email & Phone Number

West Chester, Pa, Us

West Chester, Pa, Us

Philadelphia, Pa, Us

Led team of 9 director and senior level managers overseeing 360 FTE, which includes 2 internal CX call centers.Managed 1,400 vendor FTE headcount through 29 business partners (consolidated partner base down from 64)Owned P&L responsibility in excess of $150m.Drove $8.9m in collections expense reduction.Establish KPIs and performance metrics to measure the effectiveness of CX initiatives.Team led $97.9m in bad debt reduction over last two years (17% - largest in company history).Partnered with the Division Marketing teams to build the non-pay disconnect churn budget for ’17 (accounts for 1.7m RGU’s).Realized 91k non-pay customer churn reduction YOY – focused on quality of connects.Led the development of our enhanced customer segmentation strategy to increase retention efforts.Centralized the regional credit & collections functions into the division team creating an enhanced and consistent customer experience.

Philadelphia, Pa, Us

Developed and launched national dynamic CPE replenishment and reporting tool improving the balancing of inventory across all levels of the supply chain.Setup nextGen customer premise equipment operational staging capabilities in internal and external hub facilities nationally.Partnered with OEM procurement teams to develop S&OP planning processes.Redesigned and replaced the hardware and enhanced the software functionality of the enterprise mobile warehouse inventory solution allowing for a more dynamic demand pulling capability.Implemented go-to market process for launching Comcast Retail products / services in big box stores.

Philadelphia, Pa, Us

Implemented executive quality summary to provide visibility to key national vendors, business operations, and customer related metrics.Assisted in reduction of overall annualized failure rates for customer premise equipment by 11%.Implemented national new product introduction standard.Led the development of Comcast national CPE automated testing strategy in partnership with Comcast converged products engineering team and CTDI (Comcast outsourced hub provider.

Reading, Pennsylvania, Us

Responsible for ensuring the daily operational execution servicing a major food market chain (Wawa), network representing $31M in annual revenues…Operate within the bounds of all applicable DOT and FMCSR regulations…Direct and develop seventeen (17) supervisory personnel, 120 driver personnel with asset management of 61 power units and 75 refrigerated trailers…Managed location safety program including Accident/Injury Reporting, training, Safety Team, various corporate initiatives, and Smith System safe driving program…Resolve all HR related issues…Led location recruiting, hiring, on-boarding, and training of new hires…Responsible for customer relationship management acting as the main point of contact for the account…Drove automated routing improvements to save customer $1.1MM in yearly spend by increasing routing efficiencies…Developed customer Business Intelligence reporting metrics and customer web portal…Developed customer strategic growth model and budget forecasting analysis…Implemented very successful driver incentive program…Facilitated various improvement initiatives including Continuous Improvement Team to optimize operational processes…Utilized LEAN Six Sigma tools to improve 250k sq ft warehouse put away and pick processes increasing productivity.

Reading, Pennsylvania, Us

Successful project manager driving quality efforts for Wawa Fresh Channel implementation…Responsible for GM Rework Process Improvement project creating $2.4MM in add revenue stream…Ran Design Of Experiment for Wawa Product Temperature project to validate proper cold chain temperature throughout initial product custody to store delivery…Performed Value Stream Mapping for GE Water…Mentored and developed Green Belts in each phase of project execution…Assisted onsite at multiple locations to mediate customer facing issues by utilizing change management, process rigor initiatives and developing metric reporting…Utilized Change Acceleration Plan to effectively drive new process acceptance to workforce during Wawa Fresh Channel Pilot.

Reading, Pennsylvania, Us

Served as safety representative for CertainTeed Hagerstown, MD location…Acted as Operations Supervisor throughout term of contract…Supported driver recruiting activities at Freihofer’s Albany, NY location…Directly supported billing and invoicing of multiple customers…Handled operational metrics compiling and analysis for Eastern Region, reporting to VP of Northeast Ops…Generated various ad hoc Business Objects reports.

Reading, Pennsylvania, Us

Worked onsite directly for Director of CertainTeed’s supply chain… Developed significant metrics and KPI’s to challenge location managers to drive down costs…Responsible for development of Penske Dedicated Backhaul Coordinator position and setup processes currently in place…During acquisition, served as conduit for the AMI transition to Penske’s systems and helped maintain high service levels during transitional period…Traveled with the Logistic Technology group to implement Qualcomm/LMS implementation for all seven (7) locations…Became knowledgeable on DOT safety regulations and compliance.

Reading, Pennsylvania, Us

Responsible for managing third party transportation network for large customers using i2 Transportation Manager software application…Tender freight to carriers based on most cost effective and reliable service available…Assisted in implementation of Mission Foods six west coast distribution centers and built a solid carrier foundation that exceeded the customer’s expectations…Assisted in implementation and startup of Pepsi Co-packaging group…Created customer reports using Business Intelligence.

Executive Mba, Strategic Management

Bs, Business Administration And Management, General