Manager Management

Kathy Petts

** ****** **** **** *******, NH ***** 603-***-**** ********@*******.***

PROFILE: Multifaceted, resourceful and motivated business professional managing IT systems architecture,

operations, and technical resources. Experience working in high growth, multisite environments. Proven success in

managerial skills with core strengths in cultivating highly productive, motivated and focus driven teams. Veteran of

project leadership and implementation with a track record of relationship building between the customer, team,

vendors and strategic partnerships. Proficiency spearheading technical initiatives orchestrating, driving and

delivering on-time, on-budget results while consistently maintaining business continuity.

PROFESSIONAL EXPERIENCE

Health Dialog Services, Inc., Bedford, NH 2006-May 2012

Manager, Voice Services

Corporate Structure: 9 sites nationwide supporting call centers operating 24/7 with 900 agents averaging 450,000

calls per month. HD Services employed up to 1,500 people.

Team and Personnel Management:

Managed and cross-trained a multifunctional team of 7 engineers, technicians and analysts in technical support and

maintenance of telecommunication operations. Led Telephony team in ISO27001 Information Security Management

Certification, becoming the only United States Care Management Firm to achieve this standard.

Vendor Selection: Responsible for all vendor selection, contract and relationship management, resulting in an

average cost savings of 30% - 70% due to keen negotiation, vendor loyalty and mutual trust. Cost savings average of

$750,000 annually. Team Manager for all vendor implementations averaging $2 million to $4 million a year.

Architecture Redesign: Championed two, enterprise-wide, executive-initiated, implementation projects for IVR/CTI,

with a $2.2 million budget over a one-year period. Gained corporate recognition for technical and budgetary success.

Managed PBX, AES and Voicemail system installations and upgrades. Created a live Nimsoft Solution System

dashboard for 120 servers, gateways and voice related equipment. Instituted a Telephony Disaster Recovery systems

environment and plan enabling 100% up time for core phone systems, Avaya Call Management Systems and Modular

Messaging voice mail.

Cost and Performance Tracking: Developed cost models for the following activities: run rate, enterprise-wide

telephony expenses by month and by agent; and per agent cost projections. Redesigned wireless cost modeling

template for tracking all costs associated with cellular devices by individual and department cost center. Developed

comprehensive Tier II IT manual to assist Tier II in troubleshooting telephony related issues to reduce Tier III

escalation, to elevate response time to customers and improve morale.

Sanmina SCI, Salem, NH 1998-2006

Senior Global Voice Services Manager

Global voice services architecture of 72 PBXs located in 26 countries, 9 VoIP Nortel Switches, 130 VoIP soft-phones, and

more than 6,000 cellular voice and data products and teleconferencing services worldwide. Managed a multifaceted

team of 31 help desk employees, engineers, technicians and analysts for design, support and maintenance of all

telecommunication operations, including mergers and acquisitions. Conducted vendor selection, management and

negotiations generating consistent cost savings of over $1 million annually. Developed a corporate-wide business

unit cost tracking model for telecommunications. Created an automated global process for wireless and

teleconferencing account requests. Authored all Corporate Telecommunications Policies and Procedures, including

disaster recovery. The Robert Francis Group, an independent global research firm, ranked the corporation’s

telecommunications department in the top 1% for cell phone management.

Home Health VNA, Haverhill, MA 1992-1998

Telecommunications and Executive Office Manager

Managed staff of 17 employees at 3 locations supporting 1,500 employees. Responsible for all telephony, reception,

medical records, office infrastructure and enterprise facility moves. Provided OSHA and ADA training to Clinic and

Administrative staff. Negotiated all voice contracts, attaining 60% cost savings. Created corporate policies and

procedures for purchasing and medical records management. Managed all relocation and merger voice and facility

activities. Developed company-wide cost control tracking and service satisfaction metrics.

Kathy Petts

22 McAfee Farm Road Bedford, NH 03110 603-***-**** ********@*******.***

Professional Experience (CONT.)

Kathy’s Stained Glass Studio, Newton, NH 1985-2000

Owner and Artisan

On an exclusively commissioned basis, designed and created one-of-a-kind intricate stained glass works of art.

Handcrafted designs in Tiffany copper foil and lead came methods utilizing exotic glass from around the world. Also,

donated pieces to town library and to patients in hospice care.

Executive Catering, Newton, NH 1994-1999

Owner and Chef

Chef specializing in corporate catering, menu creation, cost modeling, purchasing and preparation of meals for 8 to

250 people. Menus ranged from luncheon specialties and barbecues to formal English teas. Emphasis on using fresh,

seasonal ingredients, to create simple, artistic presentations with balanced flavors.

Country Sunshine, Kingston, NH 1976-1980

Co-Owner and Chef

All bakery items created using original recipes and local products. Homemade breads and pies with a weekly volume

of 600 products sold each 4-day week. Procured exclusive products branded with the Country Sunshine name. Sold

20 varieties of award-winning canned goods including pickles, relishes and jams, all made with ingredients home

grown on premises. Selected and purchased a limited number of high-quality products made off-site to compliment

the country bakery theme.

TECHNICAL SKILLS

Avaya: Call Manager 5.2.1, (VoIP call center telephone system), Media Gateways G450, G650, G700, CMs8730

(server); Modular Messaging (VM), Genesys CTI, CMS, ECH, AES server, Verint/Witness Call Recording, Hear

Library IVR, ADO IVR call router, eCAS, Q-Watch, Language Line, Premier Global (conferencing), eFax, Telesoft

(IT voice management tool), AT&T QCA (disaster recovery)

CERTIFICATIONS

Avaya and Nortel Administration.

Personally certified in a multitude of Human Resource and legal-related employment standards including, but not

limited to: Affirmative Action, Employment Discrimination, Age Discrimination, American’s with Disabilities Act,

OSHA compliance and HIPPA compliance.

EDUCATION

Bath Academy of Art, Corsham, Wiltshire, England Fine Art Degree

VOLUNTEERING AND ORGANIZATIONS

Multiple Myeloma Research Foundation

Jimmy Fund

New Hampshire Food Bank

BADD (Bikers Against Drunk Drivers)

Contact this candidate