Ministry Brands

Oversaw daily business activities, developed key performance goals and managed the performance of staff, created and implemented strategies for business growth, ensuring delivery of high quality offerings to clients, worked closely with account managers to retain clients, improved overall business functions for better productivity, interpreted performance reports, created policies, and communicated business goals and managed the budget and monitored the financial health of a business unit/location

Vice President

Identifies improvements across the dimensions of people, process & technology with the goal of improving the client experience.  Leads the design and program execution of client process reviews, client diagnostics and optimization services, and other adoption programs to ensure that systemic client pain points are addressed.  Designs and delivers reporting to key functional groups and executives for identification and execution of required changes including the initiation of BPI initiatives.  Establishes key metrics and performance indicators for client retention and experience working with Retention & Service leader partners. Reviews and assesses business analytics and intelligence to provide proactive insight to all relevant stakeholders to create and drive change to improve the client experience and client loyalty.  Identifies continuous improvement opportunities to enhance the associate and the client experience. Develops strategies to address opportunities by collaborating with executive leadership on solutions, execution, and measures of success. Executes upon strategic client initiatives.

Sr. Director - Client Experience

Served on the service operations senior leadership team and committed to leading the BU’s global tier 2 technical support, as well as, migrations program, and integration services teams in the BPO/HRO business. Managed a multi-million dollar P&L. Led the BU’s multi-year strategic migrations program. Led 24x5 offshore operations. Architected the expansion of Tier 2 support to another BU who was adopting our primary HCM application. Spearheaded mitigation & recovery efforts for all BU information security incidents.

Vice President - Technical Services

Led a global technical services organization supporting a multi-module application in the mid-market BPO space. Resolved client escalations in both a Tier 1 & 2 capacity. Led organizational readiness activities for new releases, as well as, business continuity efforts for the BU. Created, led,
and managed service recovery efforts on multiple client programs across multiple vertical markets. Introduced new application support capabilities and expanded global operations.

Sr. Director - Technical Services

Led a cross-country team of implementation managers/project managers/implementation consultants spread across 4 products. Developed expense budgets, revenue targets, and staffing plans. Built relationships with C-suite level clients in order to address project/product
challenges, as well as, ensure on-going satisfaction. Managed a portfolio valued at $10-15M. Provided technical sales support and partnered with sales teams to develop winning proposals for securing new and additional business.

PM/Manager/Director - Project Services/Implementation

Telcordia Technologies

Director/Program Manager

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