Marvin 'Glenn' Graves is a customer-focused business leader with over 30 years of experience in telecommunications and IT. He excels in challenging environments and influences partners and stakeholders to support business goals. Graves has led large-scale operational changes that improved customer experiences, increased revenue, and reduced costs. His international experience has given him insights into different business cultures.

1. BUILDING RESPONSIVE ORGANIZATIONS TO IMPROVE THE
Marvin ‘Glenn’ Graves... CUSTOMER EXPERIENCE AND PROPEL TOP-LINE GROWTH
Customer-focused Business/Operations leader
who drives revenue by delivering value and
1981
1986
1991
1996
2001
2006
2011
CAREER AT A GLANCE world-class experiences to the customer
through creative and dynamic resource
Avaya Inc./Nortel Networks utilization, teamwork and discipline. Excels in
Director, Global Managed Services Program Office and Acct Mgmt challenging, ever-changing telecommuni-
Director, Global Network Managed Services Delivery cations/IT environments. Influences partners
Director, Disaster/Emergency Recovery Call Center and internal stakeholders at varying levels to
Director, Global Technical Support and Root Cause Analysis support business goals and new initiatives.
Director, Global Wireless Service Delivery and Development
Senior Manager, Staff Manager and Individual Contributor Facilitating Sustainable Growth
US Air Force
USAF Staff Sergeant
Strategy/ Start-up/
Large-scale Operational
Planning/ Turnaround/
Change Efficiencies
Speaking Personally... Execution High Growth
QA. How would you describe your leadership style?
I am a hands-on leader who underpins everything with trust.
I coach them, give them authority to act, support them and allow for
Comprehensive Leadership
mistakes. I set stretch objective and set high expectation for everyone,
including myself, to achieve. A wise leader understands you are put in
a position to serve versus always providing direction. My style is one that Team
P&L/Cost Performance Outsourcing/
adjusts as the situation requires, will be there with you in the tough times, Containment
Building/
Management Off-Shoring
will praise you for the work you do, but will point out those areas for Mentoring
improvement.
Q A. How do you turn a challenge into an opportunity?
You must always look at challenges as an opportunity to
showcase your talents. The greatest rewards come from the successes DYNAMIC RESULTS
you have after everyone else give up. Challenges are the reason we are
put in position of authority. Leaders who look at issues and problems soon
find themselves without a positive thought to motivate the team to work Created service delivery
initiatives that reversed
beyond the current boundaries. 10% decline to 97% improvement in client
Q How has vast international experience shaped your thinking renewals, improved client and employee
satisfaction rates from 55% to 80% and cut
on running a business? technical support staff attrition from 25% to
A. Having lived in Germany, traveled to Central America and Western below 5% at Nortel Networks.
Europe and led teams in NA, EMEA, CALA and APAC has opened my mind
to the culture diversity and allowed me to see firsthand different styles
to business acumen. Understanding the operating rules for engagement Reduced expenses $27Mgross
and improved
is critical to hiring the proper leaders and directly affects success. The margins from 38% to 47% within Avaya/
experience over the past three years of off-shoring process and functions Nortel’s global network managed services
has proven to be invaluable with my current and future success. delivery through off-shoring, outsourcing,
Q
reducing offerings requirements and
How has your early experience shaped the way you
deliverables and consolidating and
conduct business today? renegotiating with vendors.
A. My early experience was in the United States Air Force. There I
Directed
learned the true meaning of teamwork, need for discipline, respect for and completed
authority and business ethics. These qualities have helped guide my consolidation of two
career success over the years. managed service delivery organizations as
Q
part of the Avaya/Nortel merger six months
What do you consider your greatest professional ahead of schedule, while retaining $95M
accomplishment? revenue level.
A. Leading, directing and completing a consolidation of two
Led impacting $1.6B account’s ability
resolution of a critical issue
managed service delivery organizations as part of the Avaya/Nortel
merger six months ahead of schedule, while retaining $95M revenue
level. And I created service delivery initiatives that reversed 10% decline to embark on nationwide rollout of new
to 97% improvement in client renewals, improved client and employee product/service offering, which directly led
satisfaction rates from 55% to 80% and cut technical support staff attrition to Nortel’s movement from Verizon’s #3 to
from 25% to below 5% at Nortel Networks. #1 supplier.
glynng@verizon.net • Lucas, TX 75002 • 972.998.3372