Google

Google Technical Services - Business & Outsourcing Strategy & Services - Vendor Strategy & Operations.   Partnering with our Top 20 preferred Suppliers to deliver best-in-class outsourcing solutions and services with the right balance of cost control, risk mitigation and speed.

Supplier Relationship Manager

Google Technical Services - Users & Products - Enablement - Scaled Operations. Solutions Consultant for Content, Tools, and On-boarding suppliers as well as Business & Outsourcing Strategy & Services liaison.

Manager, Vendor Operations

Amazon

Customer Obsessed and Peculiar.  Lead assigned Partner Relationships in Global Outsourcing to deliver results for the number one Customer service company in the world.  My ownership includes responsibility and accountability for strategic market assessments and procurement.

Sr. Vendor Manager, Worldwide Customer Service

International Vendor Manager, Worldwide Customer Service

Clearwire

Oversaw Instructional Design and Training Delivery for all Clear Care Service.  Led Quality Monitoring and Calibration for all Clear Care Customer interactions.

Director Training and QA

Stream Global Services

Account Director in the Global Sales and Marketing organization for a Business Process Outsourcing company.  Leading assigned client relations and driving internal business operations to exceed client performance requirements, increase account revenue and ensure profitability.  Driving performance excellence across 1,400 employees in Philippines, Dominican Republic, Costa Rica and El Salvador.

Business Director

Reliant Energy

Working closely with key internal functions including retail marketing and operations, information technology, corporate strategy, ERCOT supply, public and regulatory affairs, and investor relations to design and implement effective Smart Energy capabilities. Negotiating with service providers and vendors to conduct technology evaluation, determine product application, and implement Smart Energy capabilities.

Manager - Smart Energy Capability Development

Operations Manager and Process Engineer for Total Customer Ownership responsible for Customer Service Escalations for all U.S. consumer product lines.

Sr. Engineering Project Manager

Sr. Service Project Manager
Planning and implementing operational changes in the Imaging & Personal Systems Group Americas Consumer Support Operations.  
* Thread lead for over 2 million dollar mission critical datacenter relocation project.  
* Manage tactical and strategic transformations focused on cost reduction and increased performance with the Outsourced Service Partners responsible for Americas Consumer Support.

Service Project Manager

Sun Microsystems, Inc.

Led support services Six Sigma project teams focused on cost reduction, continuous improvement and process re-engineering.  Coached and evangelized the Six Sigma project management methodology.  Facilitated meetings for senior management.

Six Sigma Black Belt

Increased customer satisfaction and saved over $7 million annually in direct operating costs by implementing global customer care center computer telephony system.  Drove global cross-functional project teams. Conducted vendor relations with ATT Solutions, Avaya, E-Talk, Genesys, and Nortel.

Engineering Program Manager

Project manager for business operations support in the Americas - technical operations. Conducted support negotiations, prepared service level agreements and ensured support readiness.

Technical Support Engineer

Led the business process team in the internal workstation, server and application support center for the Americas. Provided Solaris workstation, server and application support to employees in the Americas.

Business/Systems Technologist

Consistently successful in transforming business strategy into tactical goals and milestones related to the improvement of revenue and gross margin using vast personal tool kit of Six Sigma and Program/Project Management methodologies.  Known for communicating effectively with individuals at all levels of the organizations and across international cultures.

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