Henri Vos

Experience

• 

  T-Mobile

  Jan 2001 - Sept 2011

  Developed and led two high performing teams that manage and improve inventory process and procedure for over 18,000 points of distribution, including organic retail, national retail and third-party resellers. Key Achievements:• Project Management - Sponsored and implemented a project to overhaul handset return restocking fee program, resulting in a 5% reduction in buyer’s remorse exchanges and $12 million in increased revenue.• Process Improvement - Identified and spearheaded an initiative that reduced point of sale tender fraud by $2.4 million annually. Show less Responsible for managing and improving inventory and demonstration phone process and procedure for over 2,000 retail stores. Led a team working directly with the frontline to train and correct various inventory concerns. Drove initiatives that introduced best practices into the retail channel, including blind inventory counts, automated inventory receiving and systematic demonstration phone tracking. Developed reporting system for key team metrics enabling corporate management to better understand team impact as well as drive performance improvement and accountability.Key Achievements:• Project Management - Spearheaded channel-wide inventory scanner initiative resulting in a 50% reduction in labor hours spent on inventory-related tasks.• Process Improvement - Implemented inventory best practices from concept through implementation resulting in reduced fraud, reduced shrinkage, improved replenishment and better financial reporting.• Process Improvement - Headed initiative to standardize store backrooms, significantly reducing the time managers spent updating reports and other content. Show less Managed various enterprise projects from inception through implementation. Provided retail business requirements, developed process and procedure documentation, acted as a subject-matter expert, performed systems testing and supported the frontline after project launch.Key Achievements:• Project Management - Developed and implemented a system that enabled the frontline to manage customers' pre-paid accounts, dramatically improving the in-store sales employee and customer experiences.• Process Improvement - Resolved a system issue that prevented the frontline from viewing their inventory in transit.• Project Management - Effectively created requirements, developed training content and tested a system that enabled frontline employees to offer discounts to customers with a specified employer, resulting in increased sales. Show less Coordinated all aspects of store management, including exceeding team sales goals, recruiting, developing and motivating a high-performing team, executing operational excellence, managing to profit and loss goals and cultivating long-term customer loyalty.Key Achievements:• Operations - Effectively maintained average inventory of $200,000 and annual sales volume of $5.8 million.• Leadership - Coached and developed sales team of 11 employees, including 2 assistant managers.• Sales - Increased store sales volume from 150 to 500 activations monthly, the highest in Colorado.• Operations - Received numerous awards including membership in the T-Mobile President’s Club for Operational Excellence.• Customer Service - Consistently surpassed corporate goals on both key customer service metrics through consistent focus on the customer experience.• Sales - Earned 2007 Winner’s Circle Award for outstanding sales performance. Show less

  • Senior Manager, Sales Operations

    Jan 2011 - Sept 2011

  • Manager, Retail Sales Operations

    Jan 2009 - Jan 2011

  • Business Process Analyst

    Nov 2007 - Jan 2009

  • Retail Store Manager

    Jan 2001 - Nov 2007
• 

  Aimco

  Sept 2011 - Feb 2016

  Coached and mentored a team of highly effective analysts as the head of Projects, Finance, Budgeting, Reporting, Telecommunications, Quality Assurance, Vendor Management, Workforce Management and Knowledge Management aspects of the Aimco Contact Center. Key Achievements:• Project Management - Centralized the handling of after-hours service request calls to a single vendor, leading to net neutral cost impact while improving overall customer service, a reduction in after-hours overtime by 15% and increased revenue of $100K through fee collection and centralized processing.• Project Management – Led the vendor selection process, developed the business case and coordinated business requirements to replace all Contact Center telecommunications infrastructure, a $1.1M capital investment, with a $450K net reduction to operating expenses and an ROI of 12%.• Project Management - Implemented softphone technology at 49 Aimco communities, leading the way for the organization to completely adopt the technology at all sites and significantly reduce the overall telecommunication spend.• Reporting & Analytics - Developed internal infrastructure and reporting for collections team, allowing for the cancellation of a software vendor relationship and a $40K reduction in Contact Center operating expense.• Reporting & Analytics - Built automated reporting infrastructure allowing for the reallocation of $200K in annual labor.• Finance - Effectively budgeted and managed the Contact Center financial performance on a $4.5M budget. Show less Responsible for the prioritization, development and execution of all projects related to the Aimco Contact Center.Key Achievements:• Project Management - Migrated all Contact Center work streams to a single phone system, resulting in a significant reduction of management complexity and an annual cost savings of $100K.• Project Management - Implemented workforce management software, resulting in a significant reduction of resources needed to manage scheduling and improving the overall scheduling process at the Contact Center.• Project Management – Led the infrastructure implementation needed to centralize leasing, renewals and rent collection activities for 15,000 apartment homes on time and at budget.• Process Improvement - Overhauled Contact Center staffing model, converting specialized teams into multi-channel agents, leading to a 30% improvement in staff utilization, while maintaining overall SLA metrics. Show less

  • Director of Projects and Analytics

    Dec 2013 - Feb 2016

  • Project Director

    Sept 2011 - Dec 2013
• 

  Tyler Technologies

  May 2016 - Aug 2017

  Project Manager (PMO)

  Successfully managed a portfolio of over 20 projects across 4 product lines. Project budgets range from $20K to $1M. This involved coordinating client and stakeholder expectations, project budgets, schedule, resources and scope. Key Achievements: • Process Improvement - Drove continuous project management process improvement and standardization as a member of the Project Management Council.

• 

  Summit Materials

  Aug 2017 - Oct 2018

  IT Project Manager (PMO)

  Expertly managed all aspects of IT related projects from concept, through planning, execution and closeout. Managed and controlled project scope, budget, schedule and resources across a portfolio of 5 projects simultaneously.Key Achievements:• Project Management - Successfully rolled out a time keeping solution across 5 operating companies and coordinated the development and implementation of 4 system integrations.• Project Management - Modernized document management procedures by rolling out hardware and software across 12 different organizations at over 500 individual locations within expected budget and planned schedule.• Process Improvement - Spearheaded new project management processes, included the first to execute the Architecture Review Board process and Project Gate Review process. Show less

• 

  Charter Communications

  Dec 2018 - now

  Mentored and developed a team of 5 project managers focused on delivery of the Spectrum Mobile Product roadmap. Personally coordinated delivery of key mobile roadmap programs.Key Achievements:• Program Management – Coordinated the end-to-end delivery of an industry first device upgrade program and new device protection product.• Program Management – Led the cross-functional implementation of eSIM technology, modernizing the customer activation experience across the Apple iPhone and iPad portfolios.• Leadership – Successfully coached and developed a team of highly skilled program managers through several strategic organizational shifts and enshrining the team’s reputation as excellent collaborators and delivery experts. Show less Mentored and developed a team of 8 project managers focused on the delivery of the Spectrum Mobile Product roadmap. Acted as a SAFe Scrum Master focused on the implementation of client side eSIM technology.Key Achievements:• Leadership – Promoted to Director, Product Management for excellence in leadership and execution.• Program Management – Led a highly complex initiative to launch the wearables product category for Spectrum Mobile, including the device and rate-plan projects.• Leadership – Successfully led and coached a highly visible agile development scrum team through years of execution and the launch of the Spectrum hybrid mobile network launch. Show less Led cross-functional teams to deliver Wireless Product projects from concept through go-live. Navigated projects through business stakeholder’s requirement gathering, four development teams, three test teams, L&D and operational readiness. Interacted regularly with executive leadership on timeline, scope and risk management.Key Achievements:• Leadership – Promoted to Manager, Product Management and again to Sr. Manager, Product Management for excellence in leadership and execution.• Project Management – Led initiative to build a complex promotions engine allowing the organization to quickly respond to market changes and launch device promotions in less than two weeks.• Project Management – Quickly ramped up and led 6 projects to completion in the first 5 months of joining the organization.• Process Improvement – Member of a process improvement committee charged with driving consistent delivery across the project portfolio. Show less

  • Director, Program Management

    Feb 2023 - now

  • Senior Manager, Program Management & Scrum Master

    Feb 2022 - Feb 2023

  • Manager, Program Management & Scrum Master

    Jun 2020 - Feb 2022

  • Senior Project Manager, Mobile Delivery

    Sept 2019 - Jun 2020

  • Project Manager, Mobile Delivery (Edgelink Contractor)

    Dec 2018 - Sept 2019