Tad Drescher, Mba, Lssbb Email and Phone Number
PROFESSIONAL SUMMARY:Multi-industry operations and technology team leader focused on process improvement, product management, digital/business transformation, corporate strategy, change management, and customer experience. Servant leader known for building and leading high performing teams to execute on the organization’s strategic vision through operational and technology transformations. Known for implementing data and metrics driven continuous improvement culture in organizations and being a cross-functional, collaborative leader that builds stakeholder consensus across organizations.SKILLS:Customer Experience, Program Management, Corporate Strategy, Operations Leadership, Continuous Improvement, Mergers and Acquisitions, Field Service Management, Product Management, Digital Transformation, P&L Responsibility, Change Management, Business Intelligence, Enterprise Systems Management
Progress Residential®
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Vp: Business Transformation And Shared ServicesProgress Residential® 2021 - PresentScottsdale, Arizona, Us- Created and led the Enterprise Portfolio Management Office, responsible for corporate strategic planning, project governance, change management, business case creation for critical initiatives, and project management delivery. - Implemented new strategic planning, budgeting, and project governance processes, improving capital allocation and on time program delivery by 30%.- Directed the digital transformation of key business processes, reducing operational costs while continuing to deliver industry leading customer experience.- Managed a variety of enterprise programs including, Workday implementation to standardize and streamline HR business processes across the organization. - Managed program budgets of up to $100M, as well as an annual operating budget of $5M
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Customer Operations Corporate ManagerCable One 2014 - 2021Phoenix, Az, Us- Provided corporate leadership for service operations, including 950 field service associates and customer self service channels.- Created and led 85 member centralized service delivery operations call center increasing agent utilization by 40%.- Launched a SaaS mobile application that allowed customers to know what field technician would be arriving and their approximate estimated time of arrival. - Developed SMS text messaging system to communicate customer service disruptions which reduced the key success metric of phone call volume by 30% into call centers.- Improved Net Promoter Score program (NPS) over a 2 year period by 50% through stakeholder engagement across the organization, and seeking customer feedback to improve operations. -
Corporate Strategy And Process Improvement ManagerCable One 2008 - 2014Phoenix, Az, Us- Led corporate strategy/internal consulting team that designed, implemented, and managed process improvement and operations strategy programs utilizing Six Sigma fundamentals and data analysis that produced $20M+ annual cost savings.- Responsible for mergers and acquisition due diligence and operations integrations focusing on process and system synergies.- Designed new phone call routing system for call center that reduced customer wait time for a representative by 20%.- Re-engineered customer bill payment process using extensive data analysis to create customer self service options reducing bill payment agent phone calls by 15%.- Created an organization capacity planning system that improved field service technician’s utilization and reduced customer appointment wait times by 25%.
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Senior Technical Program/Product ManagerCable One 2004 - 2008Phoenix, Az, Us- Implemented a network outage reporting system, score carding, and redesigned the IVR system reducing customer phone calls regarding service issues by 10%- Led team that implemented SaaS field service and customer relationship management system that focused on improving the customer appointment experience.- Implemented field service management application for technicians and dispatchers allowing for a daily technician home start program that increased workforce utilization by 25%.- Launched a driver safety program for all company owned vehicles by implementing a telematics system (GPS tracking) to reduce accidents and fuel consumption.- Led digital transformation for the field service organization that involved utilizing e- work orders through networked laptops for every technician.
Tad Drescher, Mba, Lssbb Education Details
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W. P. Carey School Of Business – Arizona State UniversityMaster Of Business Administration - Mba -
Kansas State UniversityIndustrial Engineering
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W. P. Carey School Of Business – Arizona State UniversityStrategic Services Leadership Institute Program
Frequently Asked Questions about Tad Drescher, Mba, Lssbb
What company does Tad Drescher, Mba, Lssbb work for?
Tad Drescher, Mba, Lssbb works for Progress Residential®
What is Tad Drescher, Mba, Lssbb's role at the current company?
Tad Drescher, Mba, Lssbb's current role is Business Transformation|Portfolio Management|Product Management |Customer Operations and Experience|Continuous Process Improvement|Operations Leadership.
What schools did Tad Drescher, Mba, Lssbb attend?
Tad Drescher, Mba, Lssbb attended W. P. Carey School Of Business – Arizona State University, Kansas State University, W. P. Carey School Of Business – Arizona State University.
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