S A N D R A L . WAT S O N

*** ****** ***** 404-***-****

Dallas, GA 30132 acfy6u@r.postjobfree.com

MANAGEMENT L EADER

Dynamic, results-driven, and accomplished professional with significant experience and success in project management,

facilities management, technology service desk and end user support, vendor management, compliance, and auditing.

Demonstrates solid team leadership abilities in key organizational transition, office build out and relocation projects.

Spearheads negotiations and completes projects on time and within budget. Recruits, trains, and motivates top-performing

teams. Exceptional communications and interpersonal skills; builds and maintains strategic relationships with diverse groups of

colleagues and clients. Adaptable, proactive, trustworthy, and respected.

AREAS OF EXPERTISE

Facilities Management ITIL Service Desk/Call Center Management Quality Assurance

Project Management Recruitment/Training Procurement

Desktop/End User Support Customer Service/Relations Auditing

Real Estate Management Vendor/Lease Negotiation Licensing

Budget/Cost Control Strategic Planning & Relationship Building Compliance

PROFESSIONAL EXPERIENCE

Past 19 years of professional experience covers bridged service with four (4) major BPO companies.

EXPERT GLOBAL SOLUTIONS (EGS), Atlanta, GA 1995-2014

Vice President of Facilities, 2012-2014

Directed facility management services for 174 sites (3M square feet of call center/office space for 40K+ employees) throughout

the United States, Canada, Puerto Rico, Philippines, and Latin America. Engineered global power solutions; provided 226 UPS

devices across enterprise and 77 generators at critical sites. Implemented weekly facility reports via SharePoint to analyze and

review all facility projects; ensured completion of 1500 tickets and 4 projects (average) per month.

Identified as Facility Service subject matter expert overseeing 3K purchase orders worth $6M in annual expenses

Coordinated RFP and due diligence with national vendor for outsourcing real estate and facility North America

departments with $35M facility budget to major outsource vendor

Integrated the NCO and APAC organization and transitioned 70 Facility, 20 Service Desk and 140 Operations and

Shadow IT team members into proper job families

Collaborated with IT team in development of process to update technology asset reports to add, remove, redeploy, and

liquidate assets globally

Transformed NCO and APAC help desk to an international service desk; identified and utilized performance/staffing

matrix to track volumes and justify staffing levels

Enhanced Service Desk for improved performance; oversaw 8,500+ calls per month

NCO FINANCIAL SYSTEMS INC., Atlanta, GA - Company merged with APAC to become EGS

Vice President of Facilities, 2005-2012

Founded Facilities Department; coordinated all facility project activities with real estate, security, help desk, desktop support,

license and assets; completed 3 projects/month on average. Coordinated weekly facility reporting and utilization of Track-It,

Service Now and Heat systems with key indicators tracking/escalations. Partnered with procurement; implemented vendor

GRMS validation process for 356 facility vendors.

Spearheaded all efforts to open, close, move, renovate, consolidate, idle, and ensure power solutions with

uninterruptible power systems and generator options for global offices (187 leases, 20K+ employees)

Forged strategic relationship with National Energy broker; saved $428,826 annually

Synchronized needs with 356+ facility vendors; enhanced PO process with SAP team in new system

Implemented asset process within facility team to add, modify, and remove assets efficiently

Established purchase order support to accommodate requests for Philippines and Latin America

SANDRA L. WATSON Resume, Page 2

Integrated NCO and APAC license; identified and established tracking for all licenses throughout the EGS/APAC and

NCO enterprise in collaboration with legal department

RISK MANAGEMENT SERVICES, INC., Atlanta, GA - Company sold to NCO

Vice President of Real Estate and Enterprise Services, 2003-2005

Piloted the sale and transition of Risk Management Alternatives to NCO. Led all efforts for new/existing lease negotiations,

lease maintenance, office relocations, office closings and build outs with 2K+ employees. Ensured service and support for 2k+

RMA end users (for technology, facility, and purchasing needs.)

Awarded recognition for $267,246 budget savings; received Utility Player of the Year Award, 2004

Oversaw $2M budget; achieved 17% budget reduction in second year

Initiated facility purchase order process; reduced janitorial expenses by 38%

Led internal security project initiatives to install access and monitoring systems throughout RMA enterprise

Steered initiatives to ensure staff of desktop support professionals were equipped to maintain and enhance desktop

devices for RMA enterprise and support IT infrastructure (1k+ tickets, 400 hours/month)

Directed purchases of $1.1M of IT equipment; ensured proper tracking and approval processes were in place

Vice President of Business Administration/Support, 2001-2003

Authored enterprise-wide procedures and policies; entered into database to enable remote access.

Directed automation project for ACDV (collection) and ACTV (trade line) dispute process for all offices; achieved

improvement of 78% in timeliness (from 28+ days to 48 hours)

Designed real estate lease process; reduced monthly lease expense by 5%, monthly CAM and maintenance by 7%

Transitioned ERMS to RMA; increased revenue 7% (10% EBITDA maintained)

Assistant Vice President of Business Administration/Support, 2000-2001

Engineered national tracking process for all enterprise consumer assistance/compliance complaints.

Reduced national vendor use; decreased costs by 13%

Lead project management team to implement offshore collection in India; improved client satisfaction and reduced

operating costs

EQUIFAX RISK MANAGEMENT SERVICES, INC., Atlanta, GA - Company sold to RMA

Assistant Vice President, 1998-2000

Consolidated real estate information by office for 304,924 square feet of space; provided crucial site information with lease

dates, square footage, pricing, and technology information for negotiations.

Improved service quality and identified skill enhancement needs; reduced complaints 45%

Served as Project Manager for the sale/transition of Equifax Risk Management to Risk Management Alternatives

Director, Training and Quality Assurance, 1995-1998

Headed $4.4M relocation project of Atlanta office (500 employees into 115,000 square feet of office space.) Assessed 21 field

locations to determine training needs for 2500+ employees

Awarded “Excellence in Education Award” from Equifax University

Originated automated Fair Debt Collections Practices Act (FDCPA)

ADDITIONAL EXPERIENCE

CITICORP CREDIT SERVICES, INC., Atlanta, GA 1985-1995

Vice President, Controller, Operations Manager

TRAVELERS EXPRESS COMPANY, INC., Atlanta, GA 1974-1985

Operations Manager

PROFESSIONAL DEVELOPMENT

Business Administration studies, Mercer University (Atlanta, GA), Kennesaw Junior College (Marietta, GA)

Relevant Courses, Seminars, and Workshops: Budgeting, Communications, Credit/Financial Analysis, Frontline Leadership,

Human Resources Management, Improving Management Skills, Influence Training, ITIL Foundation Certification, PC

Fundamentals, Legal Prevention, Project Management, Recruiting, Sales/Contracts, TQM Training, Unemployment

Compensation

SANDRA L. WATSON Resume, Page 3

LICENSURE & CERTIFICATION

Georgia Real Estate Agent

ITIL Foundation Certification

Notary Public

Private Investigations Certificate

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