★ PROFILE I am a versatile leader with comprehensive experience leading multi-site operations and businesses from startup to Fortune® 100 companies. I have a history of improving productivity, sales, client/customer loyalty, experience and ratings while increasing employee engagement and retention as well as record profitability. Proven innovative - data driven - problem solver, adept at introducing new technologies and thought leadership, IT oversight, organizational effectiveness and implementing training programs to ensure cultural alignment and execution. I have managed expense budgets up to $70 million, revenue budgets up to $500 million and led staff of 2,800 nationwide. My core focus areas have been on results, process [making it easier for customers to do business with an organization as well as make life better for employees], customer satisfaction and developing future leaders and staff to further their career and understand the "big picture". Known for delivering exceptional results in all areas. ▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬ ★ CORE COMPETENCIES AND SKILLS ► Strategic Planning ► Multi-site Operations Management ► Change Management ► Culture Change and Transformation ► $MM Profit & Loss Management ► Operations Leadership ► Customer Service, Sales, Support ► Employee Development and Core, Inspiring Leadership ► Information Technology, Software Development, Knowledge Management, CRM and Telecom ► Workforce Management and Planning ► e-Commerce and SaaS ► Process Improvement and Root Cause Creation and Analysis ► Project and Program Management ► Customer and Employee Satisfaction + Engagement ► Social Media Management and Engagement ► Reporting and Analytics

Head of Enterprise Workforce Operations @ Responsible for in-sourcing, building, scaling workforce operations for GM Enterprise Operations from the ground up. Inclusive of both Consumer and Dealer facing businesses across the company. Responsible for vendor key performance KPI's and contract enforcement. Key stakeholder in design of global vendor contract and performance standards. On core steering committee for telephony and CRM stack insourcing. Developed standards for Canada, Mexico, South America and Europe. Customer Service | Support Operations | Leadership | Sales | IT | Telecom From October 2013 to Present (2 years 3 months) Austin, Texas AreaExecutive Coach and Mentor @ Mentoring for entry to mid level executives in their areas of passion of developmental need. Focus around Personal Branding, Executive Presence, Social Media Outreach, Strategy, Personal Development, Presentations Expertise : Director of Customer Service | Support Operations | Leadership | Sales From 2013 to Present (2 years) Director, Customer Care Network | Customer Service, Support, Sales @ Provide core leadership over Customer Care Network operations supporting multiple major lines of business [Retail, e-Commerce, Escalations Tier 2, Social Media, Executive Response Team +], as well as all sales groups [B2B and B2C], with $70M expense budget responsibility [Customer Service, Sales, Care, Support] with exemplary results. Ensured growth, customer and client satisfaction and financial/revenue targets. Operations scope of direct reporting structure spanned 4 states. Direct responsibility for daily and strategic operations. Responsible for Training organization [Continuous Improvement, Culture, Initiatives, New Products and Technology]. Focus on Net Promoter, CSAT, root cause analysis and process improvement to drive first time resolution and lower contacts per index. Trusted Advisor. Key role in Project Management and Program Management. ▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬ ✯ SELECTED ACCOMPLISHMENTS ► Improved Sales performance that netted over $34M increase in revenues year over year ► Slashed turnover 78% from 2008 to 2011 while enhancing CSAT, engagement and productivity. ► Instituted Social Media group—from concept through launch—focused on data mining websites for negative experiences with Sears and providing customer outreach to resolve issues; achieved 94.5% retention. ► Spearheaded “Blue Ribbon” CEO group responsible for answering and resolving executive phone calls and correspondence, with full empowerment for all Customer Service and Support activities, achieving 92.4% save rate with 2% attrition within team. ► Introduced advanced tool set which increased customer issue resolution 30+% saving $16M annually and increasing revenue through lead generation 120% within 8 months. ► Selected to oversee [Project and Program Manage] $40M technology infrastructure transformation and telecom overhaul over 5 month period as well as $20M CRM development and launch Expertise: Director of Customer Service | Support Operations | Leadership | Sales From 2008 to 2013 (5 years) Sr. Director of Customer Care Operations | Service, Support and Sales @ Began as a startup joint venture before assuming all Customer Care, Support and Sales as well as 13 Retail locations. Directed strategic planning, sales generation, technology deployment and daily operations. Managed $19 million P&L budget and cross-functional team of 650. Grew Commercial and Residential Subscribers from 50 to over 500,000. Developed all departmental policies and procedures. Led core and new product and change management initiatives [Project Management and Program Management]. Oversaw global data center for local and regional network and systems issues and National Security and Abuse. Designed and implemented award winning methodologies and applications that became company and industry standards. Directed Software Engineering and Web Development team and all CRM enhancements. ▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬ ✯ SELECTED ACCOMPLISHMENTS ► Saved Austin Division $1.2 million through improved workflow and reduced customer calls achieved by initiating implementation of customized software tools and technology. ► Reduced corporate expenses by $22+ million by collaborating with Broadjump on design of single-person installation and troubleshooting software SaaS. Software was adopted nationwide. ► Slashed annual turnover 72% through process improvements, people development, employee engagement and team building. ► Cut annual expenses $8 million by overhaul of telecom, CRM and billing system following division merge. ► Decreased expenses by $2+ million and increased sales by $1.5 million by minimizing field visits through work group modifications, feedback loops as well as implementing sales in service groups. ► Implemented complete quality program that raised first-time resolution by 48% and customer satisfaction scores by 39% through a complete retool of culture and process. Expertise : Director of Customer Service | Support Operations | Leadership | Sales From 1999 to 2008 (9 years) CSS/HSB Senior Technician @ Responsible for internal and external Customer Technical Support and Service of complex PC and Server related hardware and software for residential and small business customers. ▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬ ✯ SELECTED ACCOMPLISHMENTS ► Redesigned technical training for incoming, award winning, Technical and Customer Support staff. ► Created top tier Technical and Customer Support team responsible for addressing Dell’s most complex and repetitive customer issues through complete case ownership by 1 team. Reduced excessive volume trends by 55%. Expertise : Director of Customer Service | Support Operations | Leadership Expert | Sales From 1999 to 1999 (less than a year) Senior IT Manager @ Hired, trained and motivated team of 200+, including 24 managers and division heads. Oversaw IT, Facilities and Membership functions of sites. Handled day-to-day Operations functions including marketing, sales, advertising, accounting, legal, customer service and support etc. ▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬ ✯ SELECTED ACCOMPLISHMENTS ► Instituted network and computer system upgrade and Fiber-Broadband installation at all 5 facilities and managed IT for all 4 clubs at an annual savings of $1.2M. ► Orchestrated sales and marketing programs that increased YOY revenues 32%. ► Elevated training and employee enrichment programs, reducing turnover 80+%. Expertise : Director of Customer Service | Support Operations | Leadership Expert | Sales From 1997 to 1999 (2 years) Austin, Texas AreaManager @ Key member of senior management team responsible for day to day and strategic operations of this nationally ranked top 100 hotel and its busiest, high profile department. Drove revenue and profitability increases while substantially increasing customer satisfaction and employee retention. Core focus around Customer Service, Support, Sales Operations consistently exceeding expectations. ▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬ ✯ SELECTED ACCOMPLISHMENTS ► Attained a 94.7% satisfaction rating from clientele, highest in the hotel. Achieved a rating on 94 from internal corporate auditors, the highest of any Four Seasons worldwide. ► Senior manager with multi-departmental management duties including: conference planning, hiring, recruiting, sales, marketing and accounting amongst others. Acting General Manager of the hotel in the absence of planning committee. ► Produced annual revenue increases of 24% per year. In charge of employee database as well as appropriate technologies. Dramatically reduced turnover from 120% to 26%, with the industry standard being 185%. Expertise : Director of Customer Service | Support Operations | Leadership Expert | Sales From 1995 to 1997 (2 years)

Bachelor of Business Administration (BBA), Information Technology @ Western Governors University From 2013 to 2014 Business @ The University of Texas at Austin Peter Gregg is skilled in: Operations Management, Team Building, Business Development, Performance Management, Leadership Development, Social Media, Program Management, Project Management, Organizational Development, Customer Service, Employee Engagement, Motivational Speaking, Sales Management, Financial Analysis, Presentations