Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Professional Development
Awards and Honors
Circle of Excellence Award
Timeline
8a
Gregory Losier

Gregory Losier

Services leadership
Baldwinsville,USA

Summary

Dynamic and results-driven leader with over 15 years of experience in Customer Success, Field Services, and Operations within global technology environments. Proven track record of driving multi-million-dollar revenue growth, transforming unprofitable units into profitable ventures, and achieving exceptional customer satisfaction metrics (CSAT 9.8, NPS 95). Expertise in leading large, cross-functional teams across the Americas while optimizing service delivery models and executing strategic transformation initiatives aligned with corporate objectives. Renowned for cultivating strong customer relationships, launching performance-driven incentive programs, and scaling operations with precision, all while maintaining a steadfast focus on strategic acumen and operational excellence.

Overview

19
19
years of professional experience

Work History

Senior VP- Head of Communications & Collaboration Services- Americas

MITEL
10.2023 - 04.2025
  • Company Overview: Mesa, AZ & Ottawa, Canada (Note: Acquisition)
  • Directed America's operations, advancing premise, cloud, and hybrid communication solutions. Executed strategic plans to operationalize corporate vision. Revitalized a business unit to profitability through disciplined efficiency and championed transformation and continuous improvement enterprise-wide.
  • Promoted to Senior Vice President of Americas in recognition of exceptional operational performance, driving measurable gains in efficiency, cost containment, and cross-functional team productivity
  • Increased profitability by improving gross margin from 27.5% to over 32% while generating $72M+ in annual revenue through strategic P&L oversight and market-aligned decision-making.
  • Drove over $5M in incremental annual revenue by implementing Salesforce CRM and designing high-impact employee incentive programs that enhanced sales effectiveness and team engagement
  • Directed end-to-end financial and operational performance for a global team of 300+ employees across 7 countries, aligning resources with business priorities.
  • Reduced operational expenses by $10.5M (16.5%) by implementing lean process improvements, automating workflows, and disciplined cost controls.
  • Led coordination with manufacturing teams to resolve customer service issues related to product performance, availability, and fulfillment; acted as a liaison, translating customer needs into actionable insights, resulting in improved service levels and increased customer satisfaction
  • Improved CSAT from 8.9 to 9.8 and achieved NPS of 95 by enhancing account-level engagement, aligning teams to key KPIs targets, and elevating the customer experience to industry-leading standards.
  • I achieved a 98% employee retention rate under my leadership (excluding roles impacted by downsizing or offshoring) by fostering a trust-driven, high-performance culture grounded in clear communication, team collaboration, and employee development.

VP- Strategic Relationships, Business Transformation, Chief of Staff, and Head of Operations

ATOS
05.2012 - 10.2023
  • Company Overview: Fairfield, TX (Formerly Unify Inc., Siemens Enterprise Communications)
  • Directed North American Services, Pre-Sales Support, PMO, Professional Services, Remote Engineering, and Field Operations. Championed enterprise transformation and operational excellence initiatives to align with evolving corporate strategy. Strengthened customer retention and secured the highest global satisfaction ratings by expanding the managed solutions portfolio and implementing loyalty-focused programs. Served as executive sponsor for Marquee Unify and Siemens accounts, deepening strategic partnerships and driving sustainable, long-term growth.
  • Promoted to Senior Vice President of Americas in recognition of exceptional operational performance, driving measurable gains in efficiency, cost containment, and cross-functional team productivity
  • Delivered $140M+ in recurring and project revenue with blended margins of 35–45% through strategic P&L leadership.
  • Generated 25% revenue growth within key accounts by cultivating executive-level relationships and acting as a trusted strategic advisor.
  • Led the evolution of organizational operations to align with ITIL standards, streamlining service management processes, enhancing operational efficiency, and improving service delivery consistency through standardized incident, change, and problem management practices.
  • Partnered with Supply Chain Management to implement just-in-time inventory, enhance demand forecasting, optimize supplier pricing and relationships, and liquidate excess stock, driving approximately 25% in operational cost savings and efficiency gains.
  • Led coordination with manufacturing teams to resolve customer service issues related to product performance, availability, and fulfillment; acted as a liaison, translating customer needs into actionable insights, resulting in improved service levels and increased customer satisfaction
  • Boosted customer satisfaction, retention, and loyalty by aligning solutions and managed services with client business objectives, driving performance to KPI targets, and elevating CSAT from 8.0 to 9.0, exceeding industry benchmarks.
  • Converted service managers into customer success leaders through targeted training, performance-based incentives, and outcome-driven development programs.
  • Elevated remote resolution rate by 25% by enhancing support tools, refining processes, and optimizing operations through effective use of key performance indicators (KPIs).
  • Led cross-functional teams to drive strategic planning and operational excellence initiatives.
  • Developed and implemented performance metrics to enhance organizational effectiveness and accountability.
  • Oversaw budget management, ensuring optimal resource allocation across departments.
  • Spearheaded change management processes, fostering a culture of innovation and adaptability.
  • Collaborated with senior executives to align corporate strategy with market trends and opportunities.
  • Mentored emerging leaders, cultivating talent development and succession planning within the organization.
  • Cultivated strong relationships with key stakeholders, including customers, vendors, regulators, and community leaders to promote collaboration and long-term success.
  • Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction.
  • Demonstrated proficient leadership skills to motivate employees and build competent teams.
  • Collaborated with senior management to develop strategic initiatives and long term goals.
  • Negotiated high-value contracts that maximized profitability while mitigating risks for the organization.
  • Managed financial planning and budgeting processes, ensuring fiscal responsibility and maximizing return on investments.
  • Developed new revenue streams by identifying growth opportunities and forging strategic partnerships with key industry players.
  • Established a culture of continuous improvement, fostering innovation and driving sustainable growth across the organization.
  • Identified opportunities to improve business process flows and productivity.
  • Leveraged technology to automate workflows and streamline processes, resulting in increased productivity and cost savings across the organization.
  • Enhanced company profitability by implementing strategic business plans and optimizing operational processes.
  • Transformed customer experience by designing and executing comprehensive service improvement initiatives aimed at enhancing satisfaction levels.
  • Delivered strong financial performance despite challenging economic conditions by executing prudent risk management strategies throughout all aspects of business operations.
  • Spearheaded organizational restructuring initiatives, streamlining operations and reducing overhead costs.
  • Increased company growth through collaboration with sales and marketing departments.
  • Provided strong leadership to enhance team productivity and morale.
  • Implemented and developed operational standards, policies and procedures.
  • Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
  • Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
  • Executed appropriate staffing and budgetary plans to align with business forecasts.

Sr. Director, National Service Delivery

Windstream
05.2009 - 05.2012
  • Company Overview: Broken Arrow, OK (Formerly Xeta Technologies)
  • Following Paetec’s merger with Xeta and subsequent acquisition by Windstream, I assumed expanded responsibilities to lead the integrated services organization. Directed end-to-end operations across North America, including installation, service delivery, and customer support for voice, data, and converged communications solutions. Reported directly to the Chief Operating Officer, driving alignment, efficiency, and service excellence across the combined enterprise.
  • Achieved an 8% reduction in expense as a % of revenue while maintaining high customer satisfaction levels.
  • Operations lead in the successful acquisition and integration of Pyramid Communications, Datacom Communications, and New Vision Communications.
  • Partnered with Sales to achieve an average of 15% Y/Y annual growth.
  • Introduced new business objectives and Key Performance Metrics that align with the company’s mission, core values, and strategic plan.
  • Streamlined business processes and defined system requirements to achieve 20% productivity improvement and 10% Gross Margin improvement.
  • Developed and sustained training programs that enhanced technical and customer skills to support new technologies and provide for a more flexible workforce, in preparation for new revenue opportunities.
  • Established key customer satisfaction performance metrics, which improved customer satisfaction and loyalty by 20%
  • Led cross-functional teams to drive strategic initiatives and achieve organizational goals.
  • Developed and implemented operational strategies to enhance efficiency and reduce costs.
  • Mentored senior management, fostering leadership development and succession planning.

Manager III, Solution Center Engineering

Black Box Network Services
04.2006 - 05.2012
  • Company Overview: Plano, TX
  • Responsible for managing all elements within the Customer Solutions Center Engineering Team, providing support to the Channel and Enterprise Client businesses, and providing skilled and reliable technical support services relating to implementations, configurations, audits, upgrades, and migrations of traditional TDM, Converged/VOIP, and messaging products.
  • Consistently exceeded key performance goals and objectives associated with exceptional support, operational efficiency, business continuity, continuous improvement, and creating a culture of accountability and collaboration.
  • Increased customer satisfaction by 5% by developing escalation management processes, service-level expectations, and holding manufacturers to the highest standards.
  • Established standard operational and customer satisfaction measurements and “scorecards” for the Technical Support organization.
  • Created and revised Nortel Support policies and processes, improving service consistency, efficiency, and quality by standardizing across teams, improving remote clear rate by 15%.
  • Created and enhanced knowledge solution databases to ensure the most recent and accurate technical information was readily available to support teams and customers, improving resolution times by 10%.
  • Led cross-functional teams to drive operational excellence and improve process efficiency.
  • Developed and implemented strategic initiatives to enhance productivity and streamline workflows.

Education

Bachelor of Science - Business Administration & Finance

Wilkes University
Wilkes-Barre, PA
12.1986

Certification - ITIL Foundation Certification in IT Service Management

BCS, The Chartered Institute For IT
3 Newbridge Square, Swindon, SN1 1BY, United Kingd

Skills

  • Business strategy development
  • Revenue expansion initiatives
  • Profit and loss oversight
  • Efficiency improvement
  • Executive & Client Relationship Management
  • Global operations management
  • Program design for performance incentives
  • Interpersonal communication
  • Cross-functional team management
  • Business Transformation

Accomplishments

Directed America's operations, advancing premise, cloud, and hybrid communication solutions. Executed strategic plans to operationalize corporate vision. Revitalized a business unit to profitability through disciplined efficiency. Championed transformation and continuous improvement enterprise-wide.

● Promoted to Senior Vice President of Americas in recognition of exceptional operational performance, driving measurable gains in efficiency, cost containment, and cross-functional team productivity

● Increased profitability by improving gross margin from 27.5% to over 32% while generating $72M+ in annual revenue through strategic P&L oversight and market-aligned decision-making..

● Drove over $5M in incremental annual revenue by implementing Salesforce CRM and designing high-impact employee incentive programs that enhanced sales effectiveness and team engagement

● Directed end-to-end financial and operational performance for a global team of 300+ employees across 7 countries, aligning resources with business priorities.

● Reduced operational expenses by $10.5M (16.5%) by implementing lean process improvements, automating workflows, and disciplined cost controls.

● Led coordination with manufacturing teams to resolve customer service issues related to product performance, availability, and fulfillment; acted as a liaison, translating customer needs into actionable insights, resulting in improved service levels and increased customer satisfaction

● Improved CSAT from 8.9 to 9.8 and achieved NPS of 95 by enhancing account-level engagement, aligning teams to key KPIs targets, and elevating the customer experience to industry-leading standards.

● I achieved a 98% employee retention rate under my leadership (excluding roles impacted by downsizing or offshoring) by fostering a trust-driven, high-performance culture grounded in clear communication, team collaboration, and employee development.

Affiliations

Project Management Institute

Professional Development

Hartford Graduate Center- Curricula in Business Management, Finance, Leadership, and Organization Dev.

Awards and Honors

Circle of Excellence – Unify Inc. | 2015, Among the top 1% of all Unify employees who have made the most significant difference., Distinguished Service Award – Nortel | 2001, Extraordinary efforts to lead and restore customers following the events of 911.

Circle of Excellence Award

Among the top 1% of all Unify employees who have made the most significant difference.

Timeline

Senior VP- Head of Communications & Collaboration Services- Americas

MITEL
10.2023 - 04.2025

VP- Strategic Relationships, Business Transformation, Chief of Staff, and Head of Operations

ATOS
05.2012 - 10.2023

Sr. Director, National Service Delivery

Windstream
05.2009 - 05.2012

Manager III, Solution Center Engineering

Black Box Network Services
04.2006 - 05.2012

Bachelor of Science - Business Administration & Finance

Wilkes University

Certification - ITIL Foundation Certification in IT Service Management

BCS, The Chartered Institute For IT

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