Terry Muldoon is an experienced operations and supply chain professional with over 30 years of experience managing large teams and budgets in the mobile telecom sector. He has a track record of transforming cost centers into profitable business units through strategic initiatives focused on operational efficiency, process improvement, and new revenue streams. Recent roles include Head of Operations at EE, Operations Director at Orange UK, and owner of an independent consultancy serving major mobile providers.

1. Terry Muldoon
Operations / Supply Chain | General Manager | Financial Management
9 Littleton Close, Kenilworth, Warwickshire CV8 2WA
07977 245105 | muldoon3@aol.com
SUMMARY
A highly commercial, logical, persuasive and strategic operations professional, with responsibility for multi
channel service delivery throughout the UK via 700 Retail locations and direct from a centralised distribution
centre. Specialist in hand held device service, repair and exchange gained within the mobile telecom sector. A
highly motivated leader of large team structures including direct (260 FTE) and matrix reporting (800 + FTE). A
manager who strengthens management teams through an inclusive approach to company objectives with
focus on communication, team member performance and individual development.
Demonstrates a unique skill set combining operations management, finance, commercial and analytical
experience; qualities which cut through complex challenges to achieve strategic business objectives. Exhibits
advanced planning and team-working skills coupled with a clear focus on delivery and the ability to manage at
macro and micro levels. A leader of teams that deliver service models that are focused on ease of operation,
that are mindful of policy & process adherence and which enhance the customer journey. All of these factors
are balanced against financial considerations but consistently seek out the best way forward for the company
and the customer.
Headline Achievements
 Led the transformation of a £80m cost centre into a £60m profitable business unit
 Created new product revenue stream delivering £100m Revenue per annum from zero
 Led the integration of service operations for Orange, T-Mobile and EE – delivered on time on budget
Skills Matrix
Operational management | supply chain management | Sales Management| Channel Control| value creation|
performance management | 3PL management | major contract management & negotiation | large P&L
accountability| commercial awareness | service design | service management | new product development /
implementation | customer engagement |Customer Satisfaction| supplier management | OEM management |
mobile marketplace | Regulated Business FCA| policy adherence | change management | process re-engineering |
business transformation | analysis | team building | team development | people management | natural advocacy
skills |CIMA |CRM | six sigma| TQFM
CAREER HISTORY
September 2014 to Present TCO After Sales Ltd
Position: Owner / Director
TCO After Sales is an independent consultancy service specialising in the mobile Pre Sale & After Sales
market.
• Current clients - major UK mobile providers and 1st
tier suppliers
• Services to date - Total Cost of Ownership modelling & tender support
2010 to June 2014 EE (Everything Everywhere)
Position: Head of Operations
• Operations Director proactively in charge of the Mobile Service operation with P&L accountability across
EE, Orange and T-Mobile. Responsible for a multi-channel supply chain service, repair and exchange
operation with access through 700 stores and direct access through a centralised warehouse
• Control of a budget of £150m made up of in-house and outsourced services and cost recovery with Back
Office Services of 120 FTE
• Product development, implementation, service design, all channel returns, product recycle and disposal
• Responsible for asset management; accountability up to £30m Working Capital and more than £5m
equipment on asset register
• Total Cost Of Ownership Modelling – Dynamic reporting of device ranging costs and profitability
Terry Muldoon - Head of Operations / General Manager / Finance Controller / Operations Director / Supply Chain Director. Bid Director

2. Achievements:
• Headline - net margin improvements of more than £6m pa for 5 years
• Implemented new service model in retail across 700 stores from ex T-Mobile and ex Orange,
delivering a single brand experience on time and on budget
• Restructured all service models & providers including the geographical relocation of all service
operations. This was completed whilst maintaining 100% operational capability: servicing 6,000
customer facing events per day with zero customer impact, delivering saving of over £2m per
annum
• Implemented Customer Satisfaction survey for the end to end service, stratified by process (NPS)
• Developed a culture of continuous improvement with new initiatives delivering £4m + bottom line
improvement pa
• Created a total cost of ownership model to support the company’s device portfolio selection
process resulting in the reduction of future insurance and warranty costs
• Reduced insurance claims by £1m through Customer Journey workshops
• Delivered multiple service product refresh programmes to align with the EE strategic intent
delivering 5% increase of product sale penetration, increasing customer satisfaction and £5m Gross
Revenue improvement
• Cultivated excellent relationships to improve operational performance across our Retail estate and
large scale outsourced partners
• Delivered £4m savings by renegotiating service stock contract terms with OEM’s
• Renegotiated contract variations with repair company and warehouse supplier delivering £2m
savings
• Reduced T-Mobile operating stock required by 10 days releasing £2m working capital
• Created MI / governance to isolate key drivers of new stock returns reducing return rates and
saving £2m
• Reduced the repair cost per unit by 10% through performance management and MI delivering
£1.6m savings
• Maximised staff potential and business contribution through the development of comprehensive
performance management; direct employee KPI’s were openly managed with targets for
performance and development
• Minimised staff attrition by providing a motivating working atmosphere to enable team members
to achieve their potential at all times; developed a highly motivated management team respected
across the Telecom industry
2005 to 2010 Orange UK
Position: Operations Director – Care and Commercial
• Primarily tasked with overseeing after sales service with full P&L accountability of the £100m budget
and £34m after sales stock
• Responsible for Insurance product development & sales until 2008, all targets by channel, commission
and sales promotions
• Supervising the insurance product revenue growth and channel management and fostering productive
working partnerships with our insurance providers
• Managing the in-house repair centre consisting of 120 staff on the mobile phone diagnostics and repair–
subsequently project managed outsourcing to a 3rd
party (with TUPE)
• Managing Back Office Operations 140 FTE including call centre escalations
• Tasked with the device quality control systems and product ranging support
• Managing the car kit installations services with 4,000 customer fits per month; utilising a team of in-
house fitters / 3rd
party auditors and call centre, managed by the Operations Manager
• In charge of business quality processes and administration including fault rates
Terry Muldoon - Head of Operations / General Manager / Finance Controller / Operations Director / Supply Chain Director. Bid Director

3. Achievements:
• Headline - net margin improvement Achieved over £10m margin improvements year-on-year for 5
years through operational performance, and revenue growth:
• Revenue growth 20% (£15m) from £75m base to £90m per annum
• Introduced the Apple service model saving £m pa
• Reduced average repair CPU by 10% pa
• Improved warranty cost recovery from OEMs circa £3m pa
• Owned and controlled a number of RFPs for repair and supplier services, savings of up to £6m per
annum
• Owned and controlled RFPs for warehouse & transport service saving up to £3m per annum
• Delivered improved performance and cost savings through continuous reviews of 3rd party
performance
• Initiated new processes to improve warranty and insurance claims cycle time and fulfilment
improvements including a paperless system to cut down on the risk of fraud
• Reduced stock and working capital through forecasting and reduced obsolescence £1m pa
• Made significant operational savings of £2m by outsourcing the whole repair centre to a 3rd party
• Ensured 120 redundant staff members were catered for through TUPE and by contacting local
industries for an open day / workshop where a number of local companies attended resulting in all
110 staff receiving job offers and 10 retiring
2005 Interim Supply Chain Director
• Responsible for £140m stock, product selection, ranging decisions, margin management and end of life
management. Store fulfilment, S&OP, demand planning, stock management
2004 to 2005 Commercial Manager Supply Chain
2000 to 2004 Head of Supply Chain Finance
• Fulfilled the role of Financial Controller for the supply chain for Orange UK and developed and delivered
structured financial MI for the UK business. Directly responsible for four qualified accountants.
Achievements:
• After extensive research of customer base, sector and route to market; created and led the
development of Chargeable Mobile Phone Insurance within Orange, the first product of its type in the
UK
• Created and managed the Mobile Insurance Division up until 2008 which transformed what was a cost
of circa £80m to the business to a break even position in 2002 and subsequently delivered a revenue
stream of circa £100m in 2014
2000 Transco
Position: Interim Finance Consultant (Ofgem Cost Reporting)
1996 to 1999 Rover Group
Position: Business Improvement Manager
• Reporting to European Sales and Marketing Director created European Dashboard and Knowledge
Management System for the business throughout European operations
• Identifying best practice and transfer of these processes by connecting Geographical experts
1992 to 1996 UK Cash and Profit Planning Manager
Terry Muldoon - Head of Operations / General Manager / Finance Controller / Operations Director / Supply Chain Director. Bid Director

4. • Accountable for cash and profit planning for the UK Sales business (Cars and Land Rover)
EARLY CAREER
1993 to 1996 Federal Express – Financial / Management Accountant
1989 to 1993 GKN Keller Foundations – Financial Accountant
TRAINING
• Negotiation Skills (Gap Partnership)
• Various Advanced Presentation Skills
• Managing Across Cultures
• TQM
• EFQM
• ISO9000
• Six Sigma
EDUCATION
Warwick University
Diploma in Business Management
West Bromwich College of Commerce and Technology
CIMA – Foundation and Part 1 completed
Tile Hill College
5 O levels including Maths and English
OND in Business Studies
PERSONAL
Date of Birth 31/12/1960
Martial Status Married
Children 3 Children
Mobility Full, Clean Licence
Interests/Hobbies Collecting guitars, Rugby, Cooking, Member of Roundtable for 15 Years
References are available upon request
Terry Muldoon - Head of Operations / General Manager / Finance Controller / Operations Director / Supply Chain Director. Bid Director