Jeffrey Woods has over 25 years of experience in global operations leadership roles, including managing teams that implemented strategic initiatives at Avaya like moving transactions to web-based platforms. He has a proven track record of successfully delivering projects on time and within budget, including developing training programs and negotiating agreements with vendors. Woods' career includes progressively responsible roles in technical support, call center management, and overseeing process improvement projects impacting thousands of employees worldwide.

1. Jeffrey D. Woods
2439 Ammons St., Lakewood, CO 80227
Phone: (303) 359-2319 jeffwoods6391@comcast.net
KEY QUALIFICATIONS
 Proven Global Operations Leader
 SuccessfulGlobal Program/Project Manager
 Seasoned Team-Builder/Motivator
 Technology Integrator
 Trainer/Training Development
 Corporate Strategic Planner/M&A
 Business Continuity/Disaster Recovery
 Contract Labor Management
WORK HISTORY
Avaya is a privately held Fortune 500 global provider of business communications and collaboration systems supplying contact center,
networking (routers, switches and other networking hardware), unified communications (UC), and video products (integrated
hardware and software) services worldwide.
2014-2016 – Reverse Logistics Support Manager - Responsible for assisting the various organizational units/businessesin
providing counsel,direction,and support with regard to development,deployment,assessment, and improvement of effective
business management processes and systems. Evaluated/integrated/trained support vendors on process and business workflows.
Developed and implemented strategic business direction and technology integrations for new Web enablement of Indirect
Logistics Channel requests.
 Corporate Strategy – Logistics Web Adoption(ROI+$5M). Developed and implemented workflow delivery
improvements aligning with technology and business infrastructure culminating in greatly improved business tracking and
metrics. Developed and implemented new Web enabled product Service/Warranty transactions.Project consisted ofagile
software development being implemented across 3 main Enterprise level CRM systems(SAP/WEB/Siebel). Oversight
included development and testing of functional business requirements and UAT testing of technology,change management,
and platform release scheduling including development of communications, development and delivery of training
curriculums. Recognized within program team and received award.
2013-2014 Services Process Manager - Responsible for assisting the various organizational units/businesses in providing
counsel and support with regard to the deployment,assessment, and improvement of effective business management processes
and systems. Primary activitiesinclude:providesongoing training and support as required;works with clients to translate the
needs of the organization into quality approaches and actionable tasks;coordinates process definition and documentation.
Provides solutionsto a diverse range of moderately complex problems.
 Corporate Strategy – Services Web Adoption(ROI+5M). Worked with team and implemented workflow delivery
improvements aligning with technology and business infrastructure changes.Effective in moving from 3% web transactions
to over 86% web transactions within a 18 months’ timeframe by implementing Web Chat, Web Voice, and Web Video
communication presence. Project consisted ofagile software development being implemented in 3 main phases ofnew CRM
mediums(chat/voice/video). Oversight included functional and UAT testing of technology,change management, and
platform release scheduling including development of communications, development and delivery of training curriculums for
800 Global employees. Recognized within program team and received award.
2009-2013 Senior Process/Operations Manager – Led up to 40 direct and indirect project managers, process managers and
business analysts (including 5 in India and 7 in China) managing planning, development, and implementation of Global
Enterprise systems, platforms, and processes aligning to Corporate Strategy initiatives including Web presence, Merger &
Acquisitions (M&A), Business Continuity/Disaster Recovery, and on-going Operational improvements supporting 8K Global
Services employees. Includes managing multiple Global teams, tracking schedule,issues and tasks. Ensures direction and support
to assure effectiveness and efficiency of programs. Engages in planning, organizing, integrating, and controlling.
 Avaya/Stream International Service Desk (ISD) outsourcing agreement. Led a team of PM’s in developing and
implementing an On-Boarding process and policy training curriculums for Avaya systems,platforms, and support process.
Scheduled and delivered +500 hours of remote InstructorLed Training (ILT) to +200 Stream Tier I/II support employees
across 4 Global Stream locations. Project consisted of 1500 Direct Labor hours in prep and delivery of material with 11.25K
hrs worth of training delivered. Project was initiated and completed on time within 90 days.
 Corporate Strategy - Web Adoption. Worked with team and implemented workflow delivery improvements aligning with
technology and business infrastructure changes.Effective in moving from 3% web transactions to over86% web transactions
within a 18 months’ timeframe by implementing Web Chat, Web Voice, and Web Video communication presence. Project

2. consisted ofagile software development being implemented in 3 main phases ofnew CRM mediums (chat/voice/video).
Oversight included functional and UAT testing of technology,change management, and platform release scheduling
including development of communications, development and delivery of training curriculums for 800 Global employees.
Recognized within program team and received award.
 Client Intimacy Model (Capsule) – Redefinition of Global Support Services support and workflow models focusing on
Client intimacy and first assignment to resolution enveloping 70% of end-to-end Client solutions contained within a singular
support team(s). Strategy included Siebel CRM technology enhancements; deployment of collaborative toolsets,improved
voice/ticket routing, and physical restack of existing global support teams into 3 distinct business support and intimacy
models while maintaining current business metrics of time to receipt, time to restore, and time to resolve. Project was
completed on-time despite critical resource losses during phased deployment. Recognized among program team with Award.
2003 – 2009 Technical Operations Manager– promoted due to exemplary results. Led up to 10 Technical Managers, Project
Managers, and Business Analysts (including 2 in India and 1 in Germany)) managing planning, development, and
implementation of Global Enterprise systems, platforms, and processes aligning to Corporate Strategy initiatives including Web
presence, Merger & Acquisitions (M&A), Business Continuity/Disaster Recovery, and on-going maintenance and operational
improvements supporting 8K Global Servicesemployees. Includes managing a Global team, tracking schedules, issues and tasks.
Ensures direction and support to assure effectiveness and efficiency of programs.
 B2B E-Bonding - Led a team of Technical and IT Managers in developing and deploying a B2B ENC between Avaya Vantive
and AT&T Solutions Remedy CRM ticketing systems.Project included development of technical and functional business
requirements, UAT management, Vantive CRM system enhancements,and performance metrics. Development and integration
enveloped creation of automated workflows and assignments,inclusion of Fusion Middleware components,and Avaya Expert
Systems. Program was included within multi-year contract renewals with client.
 Nexidia Enterprise Speech Intelligence – Developed business integration of Contact Center Quality program across Global
Support Services division of Avaya.Program included vendorrelationship management and deployment of Nexedia Advanced
Speech Analytics platform into Avaya process and support configurations.Co-developed 2 Nexidia enhancement proposals to
platform for increased productivity of Contact Center agents and Quality Managers.Negotiated start up configurations, created
business case inclusive of cost/benefit analysis estimates across 13 global contact centers,2,500 agents,and multiple languages.
2000-2003 Call Center Operations Manager - Led up to 7 Service Managers and up to 150 Union employeeswithin a
technical call center. Accountable forbusiness management and coaching support objectives of Service Managers in a remote
technical support center.Responsible for $9.5M organizational budget,establishment ofcontact center performance metrics, revenue
and sales objectives of $1M+, customer satisfaction,contact quality & productivity performance measurements, union labor
management and negotiationsfor75-150 represented agents. Responsible for Business Partner relationship management.
Collaborated with Project Management, Product House, Services Offer teams, Engineering support teams, and Avaya Marketing
groupsin support of businessrevenue objectives. Directly accountable to external customers & Business Partners.
1996-2000 Call Center Service Manager – Promoted due to exemplary results. Coaching and development support for 20-30
remote technical support call center agents.Provided and maintained performance measures and feedback.Sponsored team recogn ition
and engagement,Provided individual careersupport,and guidance.Initiated business improvement plans.Mentor/Team
Leader/Facilitator.
- U.S. Services Partner of Choice recipient 1999.
- U.S. Services Achievers Club performance award winner 2000.
1990-1996 System ApplicationSpecialist –Promoted due to exemplary results. Remote call center support specialistsfor
software applicationsintegrated with Vendortelecommproducts residing on Windows and Unix platforms, voice-mail, call accounting,
Conversant/IVR. Provided remote on-line consultation with internal/external customers,system consultants,and technicianson
productsin conjunction with medium/enterprise PBX phone systems.
Jeffrey D. Woods
5757 Colorow Dr., Morrison, CO 80465
Phone: (303) 359-2319 jwnaw@comcast.net