Joseph G. ReedJoereed111@hotmail.com

12016 Fontberry St. Parker, CO 80134 (303) 886-4609

OBJECTIVE Obtain a value adding, strategic position with your company where my sales, customer operations, people leadership, and program development will contribute to the growth and success of the organization.

HIGHLIGHTS OF QUALIFICATIONS

23 years effective management experience in Customer Operations, Customer Service, Sales, and Leadership. Excellent management skills proven by successful team performance and interpersonal adeptness. Strong written and communication abilities demonstrated with all levels of organizational structure. Culture-first, innovation focused on process improvement, and effective performance sustainability. Proven and determined leader of both individual contributors and various levels of leadership.

EXPERIENCE

AT&T Veterans (Non-profit) October 2015 – presentChief Operations Officer, 501c3 elected position Ensure strategic vision translates into the operational growth and success of 40 chapters nationwide, 9800

members , and 12 direct report, program directors. Present funding requests to Diversity & Inclusion officers and program updates to our Executive Advisor board. Support struggling chapters re-invigorate membership, actions, and play book success. Program and partner development working directly with our vice-president of product development and secure

executive sponsorships for veteran-based organization who support our vision and mission. Initiated operational procedures document to enable more organization flexibility and sustained leadership. Oversee performance metrics such as volunteer hours, membership growth, new or existing chapter viability.

AT&T/DIRECTV, Englewood, CO August 2010 – presentSenior Manager, Field Operations, Initiative Management (2013-present)Senior Manager, Commercial Sales Ops, National Accounts & Retail Services (2010-2013) Led nationwide field launch effort of small MDU solution with over $600M revenue increase over 3 year span. Translated launch analytics to Operations Steering Committee in order to make or support business decisions. Oversaw complex, nationwide field rollout of Mobile DVR capabilities to over 30K technicians, nationwide. Effective executive management communication in order to report on and achieve objectives of various cross-

functional business partners such as Sales, Supply Chain, Field Network, Marketing, and Business Analytics. Responsible for daily operational performance of two call center organizations, sales, and forecasting. Maintained DIRECTV leading churn at 0.19% for 2012 coupled with a 30+ transactional Net Promoter Score. Directed incremental revenue of $2.5 million annually via sales training, communication, and accountability. Re-engineered annual sales compensation structure to include balanced scorecard and consistent sales. Led staffing, orientation, and training efforts during new team member onboarding into two diverse groups. Successfully created and rolled out career path and training plan to two different organizations. Initiated and oversaw conversion of phone switch to Avaya platform resulting in better support tools to analyze

data and make effective decisions, utilizing scaled resources available within the enterprise. Created and facilitated coaching review process for both departments to develop performance standards and

enhance operational excellence with enhancing the customer experience as our primary objective.

Joseph G. Reed (303) 886-4609, jgreed@directv.com

Alpine Millwork, Denver, CO October 2007 – August 2010

General Manager – Operations, Production, and Sales Responsible for $6 million operation, including personnel, process improvement, and customer decisions. Successfully lead organization to achieve tactical goals in sales, marketing, operations, and finance of operation. Budget and Profit/Loss statement analysis to make workforce, capital expenditure, and expense decisions. Managed product/service for over 5000 products based on pricing, cost, vendor programs, & customer habits. Created Quarterly Performance Review program and delivered consistently to direct reports and leadership. Solely responsible for vendor relationships, contracts, and service delivery.

ERA Vision Realty, Springdale, AR October 2004 – October 2007Real Estate Sales Director, Real-Estate Professional, Realtor Managed aggressive sales progress of up to 10 Real Estate Sales Associates. Managed customer-focused marketing campaigns and organized wide-audience communications.

Nextel Communications, Englewood, CO May 2003 - October 2004Credit Call Center, Quality Assurance, & Customer Refunds Manager Managed daily operation of 150 front line employees with impact on over 700 employees based on function. Focused acute efforts on training Supervisors in leadership techniques as well as motivational success. Created multi-layer coaching and development, performance improvement programs.

Teletech Holdings Inc. / Nextel Communications, Englewood, CO January 1999 - May 2003Customer Operations and Support Manager Managed two national back office support departments responsible for timely and accurate account

modification and payment reconciliation for Nextel Communications. Improved department productivity by 30% while increasing Quality by over 3% in first six months. Facilitated center-wide Mission Statement implementation from conception to presentation. United States Marine Corps, United States of America March 1995 – January 1999Sergeant of Marines / Training and Operations Manager Managed operational readiness of 5-50 junior Marines in intense and highly focused environments. Directed unit training schedules for all levels of the organization to ensure unit operational readiness. Inventory management for multi-million dollar warehouse of sensitive, Top Secret equipment.

EDUCATION

Business Management, Bachelor of Science, Summa Cum Laude, Metropolitan State College of Denver, May 2004, including Golden Key International Honor Society, 2002-2004.

REWARDS, RECOGNITION, MEMBERSHIP

AT&T Veterans Employee Resource Group, National Board, 501c3, 2015 - current SAMY Nominee for Best Team Effort, DIRECTV Sales & Marketing, 2013 Member, Angel Fire Chapter, Rotary International, 2009 & 2010 Arkansas Realtors Association Platinum Level, Award for Excellence, 2005 & 2006 Two time recipient President’s Honor Roll, Metro State College of Denver, 2001 Marine Corps Achievement Medal, 1999 Honorably Discharged, United States Marine Corps, 1999