AUSTIN WOOD

Lead enterprise customer success initiatives and product implementations for global telecommunications clients.

Key Achievements:

• Own customer lifecycle management for major enterprise accounts, including onboarding, implementation, adoption, renewals, and executive stakeholder engagement.
• Lead end-to-end delivery of new product launches, coordinating engineering, product, operations, and customer teams from requirements through deployment.
• Increased product adoption through analytics-driven recommendations, customer feedback programs, and strategic account management.
• Serve as primary escalation point for high-priority customer issues, ensuring rapid resolution and strong client retention.
• Conduct director-level QBRs and MBRs, translating operational performance into actionable business insights.
• Managed return logistics operations on device tools for various US customers.
• Supporting major telecommunications partners including AT&T and Telefónica.

Directed operational improvement initiatives across service departments, focusing on profitability, efficiency, and customer satisfaction.

Key Achievements:

• Developed KPI frameworks, performance scorecards, and operational dashboards used to drive accountability and strategic decision-making.
• Implemented Lean process improvements that reduced operational waste and improved workflow efficiency.
• Designed technician performance tracking systems that increased visibility into productivity and departmental health.
• Led safety and operational excellence initiatives through structured training and continuous improvement programs.
• Transformed a department operating at a $55K monthly post EBIDA, into generating more than $1M in annual profit within two years.

Managed Samsung.com reverse logistics operations while leading enterprise-wide continuous improvement initiatives.

Key Achievements:

• Directed large-scale return logistics operations, workforce planning, and performance management.
• Developed SLA-driven KPI dashboards and reporting systems that improved operational visibility and decision-making.
• Built analytics tools adopted across multiple programs and leadership teams.
• Led client-facing operational reviews, forecasting activities, and peak-volume planning initiatives.
• Created enterprise reporting solutions that delivered real-time performance insights across multiple facilities.

Managed supply chain operations, inventory control, transportation compliance, and customer fulfillment activities.

Key Achievements:

• Built a new branch operation from startup phase to profitability in less than 12 months.
• Managed procurement, dispatching, inventory control, safety programs, and DOT compliance.
• Oversaw inventory exceeding $1M while improving inventory accuracy and reporting capabilities.
• Introduced automation and advanced Excel reporting tools that streamlined operational processes and improved decision-making.

Held multiple leadership positions overseeing maintenance operations, logistics, supply chain management, and personnel administration.

Key Achievements:

• Led maintenance and logistics operations supporting mission-critical equipment readiness.
• Managed multimillion-dollar equipment portfolios and supply chain operations in Iraq.
• Directed manpower programs and personnel assignments for more than 800 Marines.
• Developed executive-level reports, dashboards, and presentations for senior military leadership.
• Applied Lean, DMAIC, and continuous improvement methodologies to improve operational readiness and efficiency.