T AMMY H EWITT M ATTHEWS

Brookhaven, GA 30319
(678) 447-4285
tsmatthews13@gmail.com

BUSINESS LEADER IN OPERATIONAL EFFECTIVENESS,

PROFIT IMPROVEMENT & TEAM DEVELOPMENT
Accomplished Operations Leader with diverse experience in technology, retail, and healthcare industries.
Skilled in team development; sales, RFPs, pricing, client service and relationship management; service
line development and launch; P&L stewardship; ISO/quality management; and asset allocation.
Known for maximizing organizational efficiency, improving profits and developing a culture of
excellence. Consistently exceeds performance metrics and inspires high performance throughout an
organization.
SELECTED ACHIEVEMENTS

Led multi-million dollar consolidation of the New Jersey and Atlanta Hardware facilities.
Increased profitability over budget for four consecutive years by 15%.
Boosted revenue by $3.5M over the four years through contract, pricing and sales initiatives.
Created a strong culture of excellence: Service Levels >95%; Quality Assurance <3% nonconformity; Customer Satisfaction >95%; Employee Satisfaction <1% attrition.
Led team responsible for ISO 9001:2008 certification in four departments.
Created Project Management and Service Delivery disciplines within the Hardware Solutions Center.
Developed technology roadmap for Hardware and led achievement of strategic initiatives.
Served as director of the Global Customer Support Center (Help Desk) with over 250 employees.
Implemented corporate reorganization plan, stabilized the support center and reduced overall costs
while maintaining customer satisfaction and achieved or exceeded all SLAs.

PROFESSIONAL EXPERIENCE
VISIONARY TECHNOLOGY SOLUTIONS (formerly TechForce), Duluth, GA
Vice President of Operations

2013-2014

Led multimillion dollar Support Service and Hardware operation providing hardware maintenance
and professional services in Verticals such Retail/Hospitality, Healthcare, Data Centers and Hardware
Resellers
Established document control and internal audits for standard operating procedures and work
instructions modeled after ISO9001:2008 standards
Developed document management and audit control system in SharePoint to include document
editing, versioning and workflow approvals
Maximized existing depot repair revenue streams by 30% by building vendor relationships, reducing
repair turnaround times and bidding on additional revenue opportunities

T AMMY H EWITT M ATTHEWS

P AGE T WO

PROFESSIONAL EXPERIENCE (Continued)

Led materials management team that reduced parts costs by 20% by forecasting parts usage and
reducing parts not returned from Field Engineers
Developed process to reduce Field Engineer costs by 30% by leveraging technical schools to recruit
and train entry level field technicians
Led key initiative to establish global forward stocking locations in Amsterdam, Seoul, Hong Kong
and Germany to support growing global business
Brought in key talent to strengthen leadership and operational excellence in Quality Management,
Materials Management, Support Services and Website content design

CEGEDIM, INTERNATIONAL (formerly Dendrite and Synavant), Duluth, GA

2000 2012
Senior Director of Operations (2008-2012)
Director of Operations (2005-2008)
Operations Manager (2004-2005)
Led multimillion dollar hardware operation which included 100 employees working in areas such as
asset management, break fix, hardware and software deployments, image creation and hardware
repair for pharmaceutical companies.
Managed Quality Assurance Program for all ISO certified departments to include Hardware,
Customer Support Center, IT architecture and Managed Hosting.
Served as Senior Director for the Customer Support Center in North America and India; reorganized
organization to achieve improved efficiency, lower costs and increased profitability.
Exceeded performance targets and increased EBIT in 2008-2011 to 15% over plan.
Selected as Business Continuity Leader for the Atlanta Facility to include crisis management.
Led managed multi-million dollar relocation of the Hardware Solutions facility in New Jersey and
Atlanta to a new facility in 2006-2007 while maintaining ISO certification and achieving all client
contractual service levels.
Program Manager (2000-2004)
Managed teams that planned, implemented, monitored and built/configured hardware for
pharmaceutical companies.
Developed and implemented the HSC Project Management Department to include
policies/procedures.
Hired and developed Project Managers.
Increased production capability while minimizing labor costs.
Created new revenue generating department; revenue from Project Management tripled 2001-2003.
Established a Knowledge Center to include a shared drive to post all project data and results.
Improved overall project success rate to 98% on time delivery.
Managed 6,500 user hardware/software deployment; completed on time with a 71% profit margin.
Managed all RFP responses to include project scoping and pricing for Hardware.

T AMMY H EWITT M ATTHEWS

P AGE T HREE

PROFESSIONAL EXPERIENCE (Continued)

AVON PRODUCTS, INC., Suwanee, GA

Operations Supervisor

1998 2000

THE FRAGRANCE OUTLET, Rehoboth Beach, DE

District Manager (1994-1998)
Store Manager (1993-1994)

1993 1998

EDUCATION
Masters of Project Management
Keller Graduate School of Management, Atlanta, GA
Bachelor of Science (cum laude), Business Management
Wilmington College, Georgetown, DE
RECOGNITION
2003 BEE Award
Recognition for Model Leadership and Accomplishment in the Company and Community.