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Robert L Flores's Experience:
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Director of Service Delivery | IT | Customer Operations at Trimble Navigation
October 2014 - Present | Westminster, COResponsible for DevOps, IT Ops, Service Delivery and Management Strategy of Multi-tenant Hosting and Data Center Services, for SaaS, PaaS and IaaS offerings and over 10 million end users globally. Charged with building a strategy that provides a repeatable, predictable and measurable service delivery organization focused on providing best in class data center services and engineering support. - Reduced OPEX by 47% in the first year while maintaining and exceeding customer SLAs and expectations. - Cloud Strategy: Built migration and support strategy for forklifting and / or conversion of existing enterprise applications into AWS, Azure and other private cloud environments. - Business Development Strategy: Developed a comprehensive strategy to integrate new Trimble acquisitions into the corporate IT hosted datacenter services, offering both commercial and internal hosted solutions and selecting the best possible mix of environments based on technology roadmaps, strategic growth initiatives and forecasted needs. - Cost Reduction and Efficiency: Leveraged and consolidated the combined corporate accounts with hosted providers to simplify billing, increase service levels and reduce overall hosting costs associated with providers like AWS (Amazon Web Services) Azure and others. - Developing integrated development environments supporting Amazon Web Services, Azure and other providers for use in development initiatives in coding commercial, high availability and globally distributed software. - Management and Oversight: Teams of engineers, DBAs and other technical resources responsible for support of Network (HSD, Telecom, Cellular and long haul), Systems (Virtual and Physical servers, firewalls, switches and other infrastructure) and Databases (SQL, Mongo, Oracle etc...). Resources tasked with maintaining 99.999 availability of hardware, software, services, and environments in data centers around the world, including the US, Europe and China.
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Principal Consultant | Customer Experience | Operations | Service Delivery at Global InSight LLC
2012 - Present | Boulder, COResponsible for creating Service Delivery strategies as well as operational and product roadmaps, that lead the way to greater revenue through increased customer satisfaction and operational efficiencies. Tasked with generating business and customer approach plans, validating and refining operational models, developing go-to-market strategies and unique value propositions in domestic and international markets. - Developed relationship with international European government and large, Government Sector Contractor to deliver value added products and services. Established a long term relationship between the two and set the ground work for follow on business worth over $20M - Generated over $25M in angel investment money for 6 startups based on strategic growth plans, start up initiatives and customer engagement / operational strategies - Created partnership of 4 companies that deliver a GIS solution that will revolutionize the way that spatial data is gathered, assembled, shared and used in commercial markets and industries. http://www.robertLflores.com
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Sr. Director Global Operations | Service Delivery at DigitalGlobe
January 2008 - December 2012 | Longmont, COResponsible for Customer Experience, Account Management, Service Delivery, Service Activation, Field Engineering/Support and Business Development. Charged with delivery and growth of over $178M in annual revenue from over 200 Government Intelligence Agencies, Ministries of Defense, and Commercial Resellers of Satellite Imagery and Services in 63 countries. o Developed and Led Global Customer Experience and Business Operations, supporting over 200 resellers and channel partners and 2 million end user customers in 63 countries delivering unprecedented customer renewal rates and Driving increased sales. o Used Voice of the Customer, Customer Satisfaction Surveys, Big Data Analysis and Business Intelligence tools to develop a customer product roadmap and dashboard enabling better financial projections and revenue stability. o Successfully reduced operational failure rates by 30%, increased customer satisfaction by 70% and launched a new product line that generated $70M/year in its first two years, beating competition in both the US and Europe in terms of market share and revenue. o Drove 50% increase over 4 years in sales of International Direct Access Program (customer-based Satellite Ground Station) and served as trusted advisor to Ministries of Defense, Intelligence Agencies, and Global Commercial Resellers around the world. o Created $40M/yr in new annual revenue by Developing and Architecting Web Enabled OGC compliant WMS / KML Google platform solution for United States Government (National Geospatial Agency - NGA) o Received Letters of commendation from the Japanese Ministry of Defense and International Atomic Energy Association (IAEA) for service during the Japanese Tsunami of 2010 and subsequent Fukishima Daiichi Nuclear Disaster o Customers and Direct Reports in: South East Asia (Korea, Japan, Singapore), Middle East (UAE, Saudi Arabia), North Africa (Israel), India, Australia, Europe and US http://www.robertLflores.com
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Director | Service Delivery | Customer Experience | Sales at GHX
January 2007 - January 2008Responsible for Customer Experience, Tiered Technical Support, Account Management, and Service Delivery and Activation of the Software as a Service Platform suite of Healthcare Supply Chain automation products and Services. Charged with delivery on revenue in excess of $65M/year and year over year organic growth of named accounts. • Successfully Developed Cross Functional Operational Improvement Program driving customer satisfaction up by 45% , productivity up by 148%, and OPEX costs down by 27% • Working with executive staff, developed, oversaw and implemented corporate customer engagement strategy and roadmap. • Aligned Sales and Marketing departments with corporate strategy to translate increased service levels into unique value propositions and market differentiators which increased sales by 15%. • Increased customer renewal rate by 50% YOY resulting in additional $50M incremental annual revenue • Represented the company at Healthcare Industry Forums, Conferences and Events and served as SPOC for customers • Partnered with key Global Customers and Stakeholders (EMEA) to streamline operations and automate/mechanize workflows • Managed Vendor relationships and negotiated contracts • Customers and Direct Reports in US, and EMEA http://www.robertLflores.com
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COO | Founder at BTT Solutions
September 2001 - January 2007Founded and served as COO of the corporation. As managing partner of the company, responsible for leading corporation through Government certifications (SBA 8a &GSA Schedule acceptance), developing strategic business plan, negotiating contracts, managing client relationships and developing marketing plans. o Grew the company from two FTEs to over 30, with $4M in annual revenue and a diversified customer base in less than six years o Staffed projects, Sourced Consultants, and Maintained all Financial and Business Records for the business. o Led customer engagement teams of consultants and engineers for clients that included LEVEL 3, Avaya and AT&T, The United States Army Corps of Engineers, and others which focused on creating customer dashboards and reporting of critical, customer-impacting operational metrics and continuous process improvement indicators. o Authored proposals and negotiated contracts for several USG (Army Corps of Engineers, GSA, etc.) as well as Corporate Customers resulting in over $4M in annual revenue o Managed Vendor relationships and negotiated contracts http://www.robertLflores.com
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Global Director Operations | Sr. Advisor at Nortel Networks
September 1999 - October 2001Responsible for developing standard methodologies for delivering exceptional customer experiences through operational business process optimization techniques and telecommunications best practices. Tasked with leading customer consulting engagements consisting of launching new start up telecommunications companies by integrating Hardware, & Software Solutions and professional services . o Developed industry solution set of customer performance standards, management practices and end-to-end operational processes and metrics/benchmarks for professional services engagements in less than 8 months. o Drove over $22M in sales in the first year of the newly minted Global Professional Services organization. o Led the launch of three CLECs as clients by deploying and implementing customer processes, and back end operational support systems including Customer Relationship Management, Ordering and Provisioning systems. o Led Global Team of consultants, engineers, and developers http://www.robertLflores.com
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Director Operations | Customer Experience | Service Delivery at TCI / AT&T
1997 - 1999As Director of Operations and Customer Experience: Responsible for Driving Customer Adoption, Customer Care, NOC and Field Services/Engineering teams charged with building and maintaining the network, service delivery, customer escalations and operationally scaling the business from 4 market city trials to over 2 million customers in less than three years. o Scaled operations from market trial to a four city deployment in less than three years driving over $20M in revenue o Represented organization in industry forums including USTA, OBF, ATIS, and CLEC working groups As Director in charge of Merger with AT&T: Responsible for leading Mergers & Acquisitions Team for AT&T in Acquisition of TCI. Responsible for success of merger between AT&T and TCI from and operational and technical (IT, Data, Infrastructure) perspective. Charged with change management and alignment of new organization with long-term strategic company goals and success criteria. o Increased customer satisfaction numbers by 400% and reduced combined overhead costs by 27%. Skills Used: complex program management and change agent skills, process analysis, journey mapping, root cause analysis, benchmarking and KPIs. http://www.robertLflores.com
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Executive Staff Director | Operations at US West Communications
May 1990 - October 1997US WEST was geographically, the largest telecommunications company in North America with annual revenue in excess of $12B per year and over 50,000 employees. As Executive Staff Director: Responsible for Reengineering the Network Organization (5000+ Employees) to drive efficiencies, customer satisfaction and reduce OPEX. o Completed process reengineering and established KPIs and benchmarks for entire Network Organization in less than 18 months o Established Data Mining project that ultimately recovered over $50M in stranded capital o Drove efficiencies amounting to over $20M in cost savings o Increased Customer Satisfaction of Large Business and Government Customers by 40% As Engineer/Engineering Manager o Led teams of Engineers and NOC personnel with responsibility for all Western territories in US WEST o Drove requirements for engineering systems development and CRM solutions http://www.robertLflores.com