Dr. Ron Hyland
Ron Hyland
Operations, Technology, & Customer Service Executive
Phone:
+1 (720) 333-9723
Email:
Address:
5754 Powell Road
Parker, CO 80134
Ready and Willing to Relocate
A Bit About Me
With a robust career defined by transformative leadership and strategic vision, I have excelled in steering vast customer service, sales, operations, and technology organizations, leading teams of over 15,000 professionals and managing budgets over $500 million. My executive tenure has been marked by expertise in guiding large organizations to operational excellence and efficiency globally. As a seasoned CIO/CTO, my technological acumen has driven significant advancements in IT infrastructure and digital transformation, enhancing business agility and competitive advantage. I have a proven history in mergers and acquisitions, notably leading a landmark $60B+ merger, integrating diverse processes and teams seamlessly to meet strategic goals. My operational prowess spans organizations of various scales, where I have implemented rigorous strategies to boost productivity, compliance, and employee engagement—achieving a 50% improvement in engagement scores. My leadership extends to strategic communication, stakeholder engagement, and talent management, firmly positioning me to propel organizations towards innovative success and transformative growth.
Work Experience
January 2023 - Present
May 2021 - January 2023
December 2019 - May 2021
September 2016 - December 2019
July 2015 - September 2016
August 2012 - July 2015
July 2008 - August 2012
November 2005 - July 2008
As the Vice President of Innovation & Consulting CIO/CTO, I spearheaded operations with a keen focus on fostering innovation and enhancing organizational efficiency. My role involved directing strategic consultancy efforts for executive and senior leadership teams, ensuring that we navigated the complexities of operational enhancement projects from inception to execution. I championed continuous improvement initiatives, implementing best practices and forward-thinking operational models that drove success in leading companies. Additionally, I led the selection and adoption of innovative technologies, fostering a culture of innovation that propelled our organization towards operational excellence.
As a Principal & Consulting CIO/CTO, leverage my expertise to refine operations and enhance business processes, focusing on transformational leadership and technology. My role centers on aligning organizational objectives with strategic initiatives, driving transformation and operational excellence. I am dedicated to increasing customer satisfaction and employee engagement through comprehensive strategies that promote technology excellence. By spearheading projects across various domains, I ensure organizations secure a competitive edge and outpace the competition through relentless innovation operational agility.
As Vice President of Customer Care and Center Operations, I played a pivotal role in transforming our newly established video business unit, which generated an impressive $28 billion in revenue. I designed and implemented a strategic operating model that optimized contact center efficiency and effectiveness, while leading the successful selection and deployment of a new CRM system that significantly improved customer service delivery. Managing a large-scale team of 5,000 agents and 700 operations personnel, I ensured exceptional support for 20 million customers. Additionally, I directed the integration of advanced Interactive Voice Response (IVR) technology, enhancing call routing and streamlining customer interactions, all while reporting directly to the Senior Vice of Sales and Service to drive substantial improvements in service quality.
As Vice President of Advanced Technical Support and Digital, I spearheaded transformation of mobility technical support and omnichannel operations, impacting over fifty million wireless customers. I established retail support operations centers that delivered comprehensive retail and back-office support, ensuring seamless service delivery. My initiative to found the Contact Center Innovation Office facilitated technological advancements and operational transformations, leading to significant improvements in efficiency. By designing an innovative technology stack that integrated Machine Learning and Artificial Intelligence, I automated key processes, ultimately achieving a 20% reduction in operating costs while enhancing Key Performance Indicators (KPIs). Managing a $400 million annual operating budget, I successfully led a team of 13,000 agents, both internal and external, to provide exceptional mobility technical support
As the Vice President of Customer Care, I spearheaded the integration of video customer service center operations for AT&T and DIRECTV, working closely with the Executive Vice President of Sales and Service. My role involved managing a complex technology stack utilized by 85,000 agents across various internal and external partnerships in multiple regions. I successfully integrated over eighty global contact center locations, significantly enhancing both operational efficiency and service delivery. Leading a large team of 15,000 agents with an annual operating budget surpassing $500 million, I achieved a 10% decline in call volume while ensuring industry-leading customer satisfaction scores through strategic leadership and targeted operational improvements.
As Vice President of Customer Care, I spearheaded a initiative focused on enhancing the service experience, positioning the company as a leader in customer satisfaction. Under my leadership, we proudly earned multiple J.D. Power awards, recognizing us as the best pay television service provider. I designed and implemented a new service experience that led to a remarkable 200% increase in Net Promoter Scores, demonstrating our commitment to customer loyalty. Additionally, I successfully executed strategies that resulted in a significant reduction of four million in annual call volume, showcasing our efficiency and effectiveness in customer service operations.
As the Vice President of Information Technology and Divisional CIO, I played a pivotal role in transforming and integrating IT within the newly formed Field Services organization. Reporting directly to the Senior Vice President of Field Services, I managed a range of IT functions, including network operations, data center management, and application development, while ensuring robust security measures were in place. My leadership was crucial in integrating IT infrastructure and teams across six company acquisitions, facilitating seamless operations throughout the process. I fostered a culture of service excellence that not only enhanced customer satisfaction but also significantly boosted employee engagement, all while implementing strategic cost reduction initiatives that achieved a remarkable 30% decrease in annual operating expenses.
As Vice President and Chief Information Officer, I took the helm in upgrading and redesigning the entire IT ecosystem and applications, working directly under the Chief Financial Officer. My leadership contributed to a successful IPO on NASDAQ, showcasing our organization’s growth and potential. I spearheaded full-stack software development initiatives that significantly enhanced our IT capabilities including the design and deployment of a tailored Inventory Management System for over fifty-four branch locations, managing more than $100 million in inventory and greatly improving operational efficiency. Additionally, I streamlined payroll and finance operations by creating a custom commission-based payroll and revenue application, effectively servicing over 3,000 technicians and managing $350 million in revenue, while successfully implementing Oracle Applications 11.5.10 to boost overall operational efficiency.
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