Operational Improvement Delivery Lead
Brian has 20 years senior executive and management experience with a consistent record of leading organizations to provide world-class customer experience and increasing shareholder value. He is distinctively skilled at strategic business planning, driving operational effectiveness and efficiency, maximizing profitability, solving difficult challenges and achieving goals.
Prior to his work with Innovar, Brian was the Chief Service Officer for Dobson Communications Corporation where he was responsible for efficiently delivering a world-class customer experience to approximately 2 million customers across the United States. He formulated the customer service strategies throughout the company and worked with the company's leadership in all functional areas to devise the best service delivery to customers. During his tenure, he directed the transition of twelve regional focused customer contact centers into three national customer contact centers and provided the solutions and systems to create a quality (effectiveness) focused culture versus a tunnel vision on productivity (efficiency). Within two years of completing the migration to three national centers and implementing a quality focused culture, customer satisfaction increased by 22 points as measured by a third party and cost per customer decreased in excess of 40%.
He has also served as Executive Director of Operations at Dobson, Treasurer for Logix Communications Enterprises, Inc. and Audit and Business Advisory Manager for Arthur Andersen LLP. In his operations role at Dobson, Brian managed the company's supply chain, product development, product pricing, operational reporting, analysis and adherence. With the benefit of the systems and operational initiatives he implemented, annual earnings were increased in excess of $150 million. At Logix, Brian's responsibilities included cash management, capital structure, investor relations, budgeting, revenue assurance, risk management and acquisitions. As an audit and business advisory manager for Arthur Andersen LLP, Brian served both public and privately held clients in various industries with a product suite that included annual audits, quarterly reviews, due diligence for targeted acquisitions, debt and equity financing assistance and various consultation matters on both accounting issues and business processes. He earned his Bachelor of Accountancy degree from the University of Oklahoma Price School of Business.