bryan angus resume 2015
TRANSCRIPT
BRYAN A. ANGUS 30130 N. 128th Lane | Peoria, AZ 85383
602-499-4455 | [email protected]
Senior Operations Professional
Forward-thinking business and operations leader with 15+ years of experience directing teams and cross-organizational functions in fast-paced environments that demand sharp decision making and innovative ideas to achieve optimal success and growth.
Outstanding leadership and people management skills, with an ability to develop, lead, and motivate teams to achieve top performance, while creating a positive professional environment that encourages loyalty and rewards productivity.
Maximizes operational excellence and overall business health through development and communication of targeted goals, strategic changes to workflows, and analysis of financial reports and market trends; designs detailed plans to boost future profits and competitiveness.
Drives financial success through expert management of P&L and expenses, while creating marketing materials and tools to boost name recognition and reputation.
Areas of Expertise:
Operations & Business Management | Strategic Planning | Customer Relations | Business Development | Quality Assurance
Staff Management & Training | Process Improvement | Territory Management | Performance /Financial Analysis
Project Management | Vendor Management | Payroll/HR Administration | Startup Operations
PROFESSIONAL EXPERIENCE
RCH Companies – Phoenix, AZ 2015-Present
DIRECTOR OF FIELD OPERATIONS (2015-Present) In a director role, maintained service retention and collections operations in 8 cities for large cable operators including Cox Communications, Charter Communications, and Comcast ($5M+ annual revenue), reporting to VP of Operations and overseeing 100+ employees. Conduct in-depth trend and data analysis to maximize market share and create metrics reports to assess losses and performance versus competitors. Identified sources of increased expenditures and reduced the expenses to increase profit margin.
Select Highlights
Established mobile operating system for field employees—with the use of technology, was able to reduce headcount while increasing transparency on a real-time basis.
Increased market share—by improving field performance a shift in market share was given to RCH making them the main field partner for Cox Communications.
Advantage Cable Services – Phoenix, AZ 2008-2015
REGIONAL MANAGER (2014-2015) In senior-level role, spearhead service retention and collections operations in 11 cities for large cable operators including Cox Communications, Charter Communications, and Comcast ($5M+ annual revenue), reporting to VP of Operations and overseeing 75 employees. Conduct in-depth trend and data analysis to maximize market share and create metrics reports to assess losses and performance versus competitors. Determine goals with client executives and develop/communicate strategies to field staff—lead conference calls to go over plans and challenges. Deliver presentations to cable company decision makers.
Select Highlights
Established $4.9M national contract with Cox Communications—requested for bid due to market successes; with VP, delivered winning presentation. Hired general manager, created reports, and oversaw operational setup across multiple cities.
Slashed capital spending for Cox b $2M per year by expediting process for collecting equipment, which enabled faster refurbishment and reuse of equipment and reduction in call center head count.
Supported clients in critical customer retention efforts by using analytics to assess save rates by region, office, and technician, which identified underperformers who could be retrained to ensure delivery of outstanding service.
Delivered high-value market share increases by expanding business into key areas including Las Vegas, Phoenix, Tucson, Denver, and Seattle. Drove focus on building client relationships, strong performance, and strategic marketing.
BRYAN A. ANGUS | PAGE 2 | [email protected]
AREA MANAGER (2010-2014) GENERAL MANAGER (2008-2010) As General Manager, led daily operations of busy Albuquerque market. Hired collections staff, managed payroll and HR needs, and oversaw performance of team. Built client relationships and responded to customer escalations regarding property damage or privacy issues. Maintained proper field and office staffing to ensure timely completion of work and high quality standards.
Promoted to Area Manager position within two years of hire—took on Tucson and Oklahoma markets and trained new managers on job functions. Oversaw Office Manager.
Select Highlights
Streamlined operations and increased efficiency by driving initial transition from paper-based work order system to full digital platform.
Created 4C metric system to grade quality and effectiveness of technicians in four areas (Contract rate, Customer Proprietary Equipment rate, Collection Rate, Cancel Rate) and create a level playing field for performance evaluation regardless of individual client base.
From 2006-2008, held position as Service Specialist for Yates-Astro Termite and Pest Control, Statesboro, GA. Home Pest Control Co., Inc. – West Columbia, SC 1997-2006
QUALITY CONTROL/OPERATIONS MANAGER Directed group of 12 employees in delivery of services; provided training on equipment use, as well as in service and communication to ensure customer satisfaction. Managed inventory levels, drove business development efforts, and led efforts to increase productivity and capabilities. Controlled P&L, with focus on monitoring weekly operating expenses. Created and executed marketing campaigns—using flyers, mailers, cold calling, and sponsorships—to build awareness of company throughout the industry and with customers.
Select Highlights
Improved efficiency and ensured proper staffing levels by converting scheduling process from manual to computer-based system.
Boosted revenue 14% through proactive business development that resulted in adding three new routes.
Created and developed highly successful Termite Pre-Treat program—identified and reached out to home builders to promote product as a cost saver, as well as an investment protection for their customers.
Oversaw reduction in accidents, as well as operating costs, through procurement and installation of GPS units in all company vehicles.
Enabled sales teams to work completely from the field by upgrading technology to be completely computerized and mobile.
EDUCATION Master of Business Management – Grand Canyon University, Phoenix, AZ
Bachelor of Science in Business Management – Grand Canyon University, Phoenix, AZ