R. Michael Reyna has extensive experience in operations and finance management across multiple industries. He possesses strategic and tactical expertise in optimizing resources, processes, and people. Some of his accomplishments include generating millions in additional revenue and cost savings through initiatives like system consolidations and improved reporting. References praise his visionary leadership and ability to inspire teams while driving business results.

1. R. Michael Reyna

2. Summary Experience
MBA with broad experience in Operations and Finance across
multiple business environments . Combines strategic and
tactical expertise in maximizing people, processes and resources.
 International (Multi-National)  Strategic & Tactical Planning
 P&L Management  Revenue & Profit Growth
 Financial Analysis, Modeling &  Change Management &
Planning Organizational Design
 Call Center Management  Field Operations
 Information Systems Mgmt  Operational Auditing
 Billing System Conversions  Financial System Implementation
210.602.5013 rmichaelreyna@gmail.com

3. Operating Philosophy
 Lead an integrated and flexible work team where all employees
have an opportunity to create operational strategies that improve
the company’s overall performance
 Enhance the level of communication and understanding across
all departments, geographical regions and time zones
 Create a learning environment – “The Glass House Effect”
 Build a collaborative work environment with peers grounded in
trust and cooperation
 Utilize transparent operating metrics in our decision making
210.602.5013 rmichaelreyna@gmail.com

4. What Others Would Say
 “Mike is a visionary leader who inspires loyalty and a sense of
purpose in those who work for and with him.”
 “His drive and leadership made a significant difference to a
company which had habitually avoided tough decisions through
the years.”
 “He attained results that moved our business forward both
through fundamentally sound practices and by creative
changes.”
 “Mike is passionate about employee development and worked
closely with my team to tailor enterprise learning programs to
meet the needs of his employees.”
 “Mike is a great mentor! …..So many of the skills he taught me, I
still use today.”
210.602.5013 rmichaelreyna@gmail.com

5. Key Operational Enhancements
 Revenue
 Led a revenue reconciliation project for telephony that resulted in an additional
$1.3MM
 Initiated the comprehensive review of all discount and rate codes to identify lost
revenue opportunities, generating $1.8MM incrementally
 Established Master forecast process to educate and gain buy-in for all sales and
marketing programs and initiatives
 Launched a fully automated contract renewal tool renewing 1K+ clients with
<1% erosion without the need for Legal or Client Strategy intervention
 Implemented Marketing Services fee schedule and project minimums creating
price uniformity for services contributing to an increase in awarded jobs
210.602.5013 rmichaelreyna@gmail.com

6. Key Operational Enhancements
 Expenses
 Oversaw expense reduction initiatives in excess of $50MM annually
 Established expense and capital accrual forms and procedures
 Developed formalized IPO process and reporting of invoices without IPO
 Implemented tool tracking database, creating accountability for company assets
 Developed expense activity and operational efficiency analysis reporting
 Successfully reduced a Programmer's outstanding audit claim, by $1M
210.602.5013 rmichaelreyna@gmail.com

7. Key Operational Enhancements
 IT/Billing Systems
 Successfully consolidated the data and cable billing systems, (CSG) resulting in
$1.6MM in annual savings.
 Implemented billing system conversion from CSG to CableMaster in 90 days
 Successfully implemented two fully integrated accounting systems. (Sun
Systems)
 Instituted protocol for establishing pricing and product configuration for
marketing campaigns within the billing system and communicating to customer
contact teams prior to implementation.
 Initiated a “cycle-spread”, expanding monthly billing cycles from 10 to 28,
equalizing billing related call volume
210.602.5013 rmichaelreyna@gmail.com

8. Key Operational Enhancements
 Reporting
 Developed monthly Financial Scorecard identifying opportunities, revenue
assurance challenges and “credits” driven by service related issues
 Established daily reporting summarizing the status of installation work improving
completion rates 10%
 Developed report segmenting revenue streams on a daily basis
 Developed reporting of product effective rates by geographical region and level
of service
 Developed subscriber acquisition, churn and trouble code performance by Node
210.602.5013 rmichaelreyna@gmail.com

9. Key Operational Enhancements
 Customer Operations
 Configured automated call center scripting software, enhancing the customer
experience
 Integrated data and cable operations resulting in improved efficiency and
customer experience resulting in a reduction of repeat phone calls
 Expanded customer lobby hours without increasing overtime through time
studies of transactions
 Improved Call Center morale and trouble shooting techniques by providing
technical support within the call centers, reducing unnecessary truck roles by
33%
 Integrated dispersed call centers into one regional center resulting in $1.5MM
in annual savings.
 Developed cross-training matrix across all LOBs for all employees
210.602.5013 rmichaelreyna@gmail.com

10. Key Operational Enhancements
 Customer Field Operations
 Reconfigured manpower utilization, increasing after-hours installation quota
200%
 Improved work flow efficiency of service requests through a variety of
attributes such as service type, location, and skill set
 Increased voice subscriber base 156% in 3 months through enhanced
installation and provisioning processes
 Successfully integrated advanced service operations into core business
 Initiated cross training of installers in advance services installations
 Developed “Buddy System” improving teamwork between historically silo’d
teams increasing 1st-time resolution of trouble calls by 20%
 Develop career ladder, supporting combined LOB skills
210.602.5013 rmichaelreyna@gmail.com