Tilson W. Bennett

Experience

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  Siesta Sleepworks

  Apr 1997 - May 2008

  General Manager, Retail

  • Managed 8 staff (4 sales, 4 delivery), drove revenue goals, and maintained profit margins.• Oversaw inventory and purchasing, and developed multi-channel marking campaigns.• Increased gross store sales from $500K to $1.5M annually by adding specialty mattress lines and new furniture lines, and by expanding showroom.• Developed innovative buying strategy that doubled cash flow and inventory turns.• Launched company website, increasing marketing channels and customer visibility. Show less

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  OnProcess Technology

  Jun 2008 - Feb 2019

  • Deliver new products and supply chain solutions for wireless, broadband and medical industries, improve existing products, services delivery, and close new contracts in collaboration with sales.• Engage clients to understand business requirements, objectives, and budget, ensuring delivery of customized outsourced managed services that optimize supply chain performance and customer experience.• Drive continuous improvement across supply chain using lean Six Sigma methodology.• Identify and qualify opportunity, conduct needs assessments, create business case ROI models, negotiate pricing and terms, present solutions designs, create statements of work (SOW), and implement solution design (with PMO).• Implement managed services that utilize predictive analytics and business intelligence to provide customer supply chain visibility and digitalization of processes.• Won Award in (2017) for closing large deal over $3 million in new yearly revenue (AT&T). • Expanded AT&T account by introducing national Truck Roll Reduction program and Asset Retrieval program for AT&T DirecTV (2018). Show less • Engineered transformative supply chain, customer experience, and logistics solutions for broadband, wireless, and technology industries. • Presented solutions summaries, business cases, and ROI / cost-saving models, and prepared statements of work (SOWs).• Led needs-assessments client meetings to learn business requirements and objectives. • Supported sales in closing large engagements to provide outsourced managed services for supply chain, logistics, and post-sale services. • Designed metric-driven solutions leveraging managed services, technology, and analytics to provide strong ROI and improve customer experience. • Created truck roll reduction program using scalable, no-risk Pay-for-Performance models, reducing service truck rolls at Comcast 10%.• Directed solutions engagements with AT&T, T-Mobile, and Sprint, increasing OnProcess wireless revenue 30% (2016).• Led solutions organization with highest number of closed SOWs generating $10 million in new revenue (2016). Show less • Directed broadband client programs, and delivery of services for dispatch and inbound technician support services for Comcast and multiple service providers. • Managed ~400 call center agents with 7 direct reports (delivery service managers) in India, handling dispatch support for 13 Comcast Business partners and 2,500 technicians.• Developed, implemented, and managed large-scale national programs for Comcast and Time Warner utilizing multiple global sources to deliver high-quality, scalable, and cost-effective solutions, in collaboration with business partners, client engagement managers, production management teams, and sales teams in United States and India.• Implemented and stabilized Comcast Service Solution Contractor Operations programs, resulting in managing large portion of inbound technician support for Comcast nationally. Show less • Developed and managed 18 client programs for key broadband accounts, and directed dispatch and troubleshooting services delivered from OnProcess Center in India. • Worked with Corporate Comcast and Comcast contractors to implement programs involving work force and call center solutions, software development, reporting and analytics solutions, and vendor management, improving performance and process.• Implemented, managed, and drove improvements for client programs. • Opened dispatch center in Kolkata India which managed 150K+ Comcast dispatches monthly, decreasing internal resources cost 30%+.• Directed Comcast national program (DSR Dispatch) that managed salespeople, sales appointments, and quota for United States.• Led new product development from concept to launch. Show less • Managed team of ~80 call center agents with 4 direct reports (program managers) in India, responsible for 24x7 dispatch of 2,500 technicians in North America, EMEA, and APAC regions, handling global supply chain programs and data management programs.• Directed Service Solution Contractor Operations (SSCO), oversaw new business implementations and client relations, and drove continuous improvement initiatives. • Implemented company’s first broadband dispatch programs from Kolkata India location.• Reorganized Juniper Networks Service Supply Chain programs utilizing United States- and India-based teams, creating cost-effective scalable solution that reduced cost 16%.• Led new business implementation of global 24x7 program managing dispatch of parts and technicians to EMC/BRS customers, resulting in $1M annual revenue.• Transitioned Nortel’s technician dispatch programs for Metro Ethernet products to Ciena Corporation, and dispatch programs for Voice and Data products to Avaya, resulting in $2.5M additional annual revenue for OnProcess. Show less

  • Director, Solutions Engineering

    Dec 2016 - Feb 2019

  • Senior Solutions Engineer

    Jul 2015 - Dec 2016

  • Director, Delivery Services / Client Services

    Aug 2014 - Jul 2015

  • Senior Manager, Delivery Services

    Oct 2012 - Jul 2014

  • Senior Manager, Delivery Services

    Jul 2009 - Oct 2012

  • Program Manager, B2B Operations

    Jun 2008 - Jul 2009
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  ToolsGroup

  Feb 2019 - now

  • Lead large implementations of SO99+ software and related services to solve complex supply chain planning and S&OP challenges • Customer Service Manager for North America - Support Customer Success growth and retention of install base customers and provide professional services to install base customers • Value Planning Management - Support of Sales and Customer Success in creation of value plans and ROI for new and install base customers Show less • Lead global projects to solve complex supply chain challenges with machine learning, probability-based planning and automation• Engage clients to understand business requirements, objectives, and budget, ensuring delivery of customized software that optimizes demand planning, fulfillment, replenishment and S&OP processes• Drive improvement across supply chain using lean Six Sigma methodology to achieve optimized results and significant savings of both time and money• Manage teams of consultants, data engineers with goal of implementing on time, within budget and with high quality Show less

  • Director, Customer Success

    Apr 2022 - now

  • Principal Consultant

    Feb 2021 - Apr 2022

  • Senior Consultant

    Feb 2019 - Feb 2022