Customer Service Manager
Resume:
RE: Director, Business Process & Compliance
With more than 15 years of proven program and operations leadership
experience and hands-on technical expertise, I am submitting my resume to
offer a winning combination as an effective change agent adept at
strategizing and synergizing enterprise initiatives and acquisitions for
greater revenue growth, efficiency, and product offerings.
As a trained Six Sigma Blackbelt, my competencies have been built on a
strong foundation of process, procedural, project management, and
operations design. My track record encompasses acquisition integration
management and leadership experience within a Fortune 500 technology
leader. My leadership influence extended to all core functional groups,
including sales, product management, product marketing, engineering,
customer service, finance, HR, manufacturing, and accounting. By leveraging
my expertise in program management, process analysis, business case
development, and global business systems implementations with EMC and other
technology corporations, I have been instrumental in achieving multiple
corporate strategic objectives relative to three California software
acquisitions. My track record reflects consistent success in reducing costs
and/or generating revenue meeting timeline and budget targets marked by
superior quality and comprehensiveness.
A sample of my many achievements includes:
. Successful 90 day implementation of EMC's first international contract
management process and system;
. Standardized and automated invoicing capabilities for 21 international
sites, eliminating Excel based invoicing and introducing integration of
international billing data within corporate datamart reporting;
. 2008 Lean Six Sigma Award recipient for redesign of M&A software license
activation, delivering an eService automated solution to replace a 72
hour error-prone manual process with error-proof key generation and
delivery in under 1 second;
. Affected $750K cost reduction in IT supplier costs for Q4/08 and Q1/09
via contract renegotiation.
. Successfully led IT site integration of San Diego software acquisition,
strategizing and executing decommission and centralization.
Thank you in advance for your consideration. I look forward to an
opportunity to discuss the added value I can bring to this role. My
contact information is included for your convenience.
Kind Regards,
Cynthia Altieri
*******.*******@*****.***
Director, Business Process & Compliance
Profile: Award-winning and accomplished IT program management and
operations leader recognized for effectively achieving goals through
dramatic cost reduction, revenue growth, and quality enhancement
within small, medium, and Fortune 500 businesses.
. Selected to lead IT M&A site operations for acquired software company,
effectively strategizing and executing centralization and integration
of all acquisition business systems and services within corporate
Oracle platforms and centralized data centers;
. Delivered global visibility to service revenues through redesign of
EMEA, Latin America, and Asia manual contracts administration process,
successfully leading 90 day system deployment to 18+ international
sites;
. Effective change agent, garnering executive support and funding for
multiple programs to introduce new software service offerings.
. Expert in program structure, project lifecycle, budget management,
resource allocation, and project leadership and execution.
. Knowledgeable of sales, manufacturing, engineering, product
management, marketing, customer service, HR process integration.
Highlight of Achievements
> Transforming Change Leader: Presented solution design to enable
implementation of Fortune 500 technology leader's first automated
service entitlement process, gaining executive support to lead a
program which delivered $8M in additional service revenues within 12
months.
> Process Design/Operational Efficiency: Six Sigma corporate award
winner for delivery of custom e-Service solution delivering real-time
software license key activation, eliminating 42 manual processes, 99%
of failure points, and 72 hour turnaround process.
> Vendor Management/Cost Control: Realized reduction of $750K in vendor
costs within 45 days through renegotiation.
> Organizational Development: Key contributor to the design of an
enterprise project lifecycle within a Fortune 500 company; Primary
influencer for the institution of a Business Analyst training program
to standardize skills for improved project quality.
Awards: Reward for Outstanding Performance 1998/2002 ( Pinnacle
of Excellence Winner 2000 ( Six Sigma Award 2008
Professional Experience
I.B. Jeweled San Diego, California
2009 - Present
President & Creative Director
Company founder offering unique custom jewelry designs for sale to private
customers and businesses.
. Grew customer relationships, realizing 55% profit margin, 10 sales per
selling hour, 5 sales per customer.
. Established operational tools to manage inventory, production costs,
design replication, and pricing.
. Leveraged industry contacts to organize a summer 2010 art expo to
promote San Diego small businesses and charities.
LPL Financial San Diego, California
2008 to 2009
Vice President, IT Finance & Administration
Directed IT financial and administrative operations for $104M in capital,
operating, and project budgets. Collaborated with IT leadership to improve
budget control, reduce contingent labor costs and vendor costs.
. Saved $750K in vendor costs by leading development of first IT vendor
database, enabling profitable contract renegotiation efforts.
. Realized improved operational efficiencies, accuracy, and cost reduction
in budget management, accounting period close, and contract labor
expense through cross functional process redesign, introduction of
policy, procedure, and best practice PMO guidelines
EMC Hopkinton, Massachusetts
1998 to 2008
Sr. Manager/Mergers & Acquisitions ( San Diego, California 2006-
2008
Promoted to assume the VP of Operations and IT director roles at Captiva
Software following acquisition by EMC, managing staff of 11 -20 direct and
indirect reports. Hired and directed training of Order Administration and
IT resources. Managed IT P&L, local technical teams, vendor relations,
production support, process redesign, strategic planning, compliance, and
decommission and consolidation of application/infrastructure. Planned and
led system upgrades and security enhancements. Initiated and directed Six
Sigma initiatives. Led resource allocation, approved functional designs
and project plans for integration of site business operations within
corporate Oracle platform.
. Realized savings of $80K in consulting fees by assuming business
analysis and project management roles for software license key
automation of premier imaging product. Reduced key generation time from
72 hours to less than 1 second, eliminating 42 manual processes.
. Saved $4M by designing and executing roadmap to centralize business
applications, processes, and infrastructure consolidation.
. Reduced Order Administration overtime costs by 20% through
reorganization of functional group, institution of Six Sigma process
improvements, and standardized metrics reporting.
. Eliminated HIPAA $50K/per incident security risk through design and
implementation of customer data file management procedures.
Acquisition Portfolio Manager/Sales & Finance ( Pleasanton, CA 2005-
2006
Hired, managed, and trained Sales & Finance IT Portfolio business analysts
and project managers in daily support of Siebel, PeopleSoft, and Oracle
legacy platforms. Evaluated viability of PMO project plans, prepared
business cases and ROI, and mentored project managers in adherence to PMO
standards. Supervised business analysts and indirectly managed up to 10
developers and project managers. Authored project plans, roadmaps, cost
forecasts, and budgets.
. Enabled consolidation of $10M in monthly sales forecasts by delivering
custom forecast solution leveraging multi-system integration.
. Saved $300K in acquisition CRM project integration costs through scope
realignment with Enterprise Oracle CRM design.
Enterprise Program Manager ( Hopkinton, MA 2003-2005
Responsible for directing cross-functional enterprise programs, leading
multi-platform automation initiatives and supervising 40- 60 member teams
of global business and IT resources. Created business case and financial
analyses, project roadmaps, and budgets for programs delivering Oracle ERP
development, new product integration and service offerings, selling model
formulation, and system integration.
. Reduced PMO costs from $1.5M to $250K by streamlining Oracle ERP/API
cross-functional processes and optimizing automation.
. Contributed to revenue growth by designing and successfully implementing
ERP front and back office capabilities to support Order-to-Cash process
for sale of enterprise software licensing.
. Developed functional Go to Market strategy for new channel sales
distribution model.
IT Customer Service Portfolio Manager ( Hopkinton, MA 2000-2003
Hired and managed team of business analysts, developers, and project
managers to implement and support customer service applications. Defined
goals, managed training and staff development, and led project
prioritization through collaboration with business leaders.
. Enabled $8M in revenue as lead design architect and program manager for
delivery of company's first global service maintenance entitlement
system.
. Oracle ERP Implementation global liaison for Customer Service,
successfully leading functional design review, test schedules, business
simulation, and training for all enterprise timeline delivery dates.
. Leading contributor in creation and implementation of PMO methodologies,
standards, and training programs.
. Recipient of Pinnacle of Excellence Award and Recognition Award for
Superior Performance.
IT Implementation Manager ( Hopkinton, MA 1998-1999
Lead Customer Service Project Manager for software implementations of
domestic and international service contract systems.
. Facilitated centralized management of $10M in international service
revenue by implementing first contracts management systems, data mart,
and automated global reporting for more than 22 countries in EMEA, APAC,
and Latin America.
. Facilitated $11.4M in international billings by improving accuracy of
software service invoicing.
. Earned Recognition Award for Outstanding Performance.
EDUCATION
BA in Political Science w/Business Minor, University of Rhode Island,
Kingston, RI
CERTIFICATIONS & TRAINING
Six Sigma Black Belt & PMP certification in progress; Training in: Six
Sigma, Statistical Methods, Engineering Principles, Employment Law, Team
Building, Process Design, Business Case/ROI, Sustaining High Performance,
IT Budget & Finance, Sharepoint, PMI
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