Customer Service Manager

Francesca DAngelo

Email: *********@********.***

Address: PO Box 627

City: Rutland

State: MA

Zip: 01543

Country: USA

Phone: 508-***-****

Skill Level: Director

Salary Range: 165

Primary Skills/Experience:

See Resume

Educational Background:

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Job History / Details:

FRANCESCA T. D'ANGELO

94 Charnock Hill Road/P.O. Box 627, Rutland, MA 01543 508-***-**** ***********@*****.***

EVP OF PROFESSIONAL SERVICES / SR. ENGAGEMENT MANAGER

Strategic Planning / Revenue Growth / Process Improvements / Enterprise Expansion / Outsourcing

Alliances / ERP / Business Development / Automation & Control Systems / Program Management

Creative business builder and versatile senior executive whose record of achievements with a startup service

provider fostered 10+ years of enterprise growth. Part of a three-member core team that took zero seed money and

built a $23M P&C insurance automation company with 210 employees. Managed key accounts and directed

finance, HR, PMO and ITO. Customer-focused innovator who can make contributions to a new organization by:

> Managing key accounts to increase revenue and market share

> Recruiting, directing and mentoring high-performance teams

> Implementing Best Practices to improve delivery and customer service

> Building alliances, raising capital and creating a culture of innovation and excellence

Take-charge leader who achieves objectives through hard work and an ability to connect with internal customers

and external clients. Entrepreneurial experience guiding all business areas using relationship building and customer

focus as cornerstone approach. Highly effective presenter. BS in Liberal Arts with Honors from University of Lowell.

SELECTED ACCOMPLISHMENTS

>>> Created co-op alliance and landed $1.1M SDLC contract. Led joint sales effort between Blue Cod and another

insurance automation services provider to gain business with 50-state multi-line insurance carrier. Won contract for

$1.1M in software revenue and $300K annual service agreement. Client became #1 and source of many referrals.

>>> Raised $4M expansion capital. Founded in 2000 as completely self-funded, Blue Cod recognized six years out

that sustained growth would require new funding. Co-created five-year business plan and researched/interviewed

potential investors. Gained $4M funding for 29% of company. Named to Inc. 500 Fastest Growing list 4-yrs running.

>>> Resurrected key account. Took charge of ITO/BPO divisions of Blue Cod when major client was threatening to

leave. Led joint Steering Committee focused on re-setting mutual expectations, resolving open issues, building 18-

month plan for all services and establishing acceptable budget. Became model for issue resolution companywide.

>>> Played key role in achieving Top 100 Places to Work in MA. Headed HR during explosive growth period.

Established lean, local and merit-based philosophy. Hired 150 professionals over 12-month period with less than

5% eventual turn over. Blue Cod was named one of the state's Top 100 places to work.

>>> Revamped project support, improving profits 33%. Blue Cod needed new business unit to service burgeoning

requirements of growing client base. Assumed leadership of PMO, establishing strict SDLC tailored to deliverables.

Began to handle more projects at much higher margins with fewer staff. Expanded client base from seven to 20.

>>> Employed Agile techniques to improve delivery. Blue Cod Claims Software project was in budget and schedule

overrun, putting user implementation at risk. Used Agile techniques to increase productivity. Made up two-month

gap and met implementation deadline. Gained back original budget loss with retained client and future contracts.

CAREER HISTORY

BLUE COD TECHNOLOGIES $23M leading provider of managed insurance services for property & casualty industry.

>>> Chief Services Officer, EVP of Professional Services, 2009 to 6/2012. Built PMO, resulting in improved on-

time, on-budget implementation of products and services. Led program management on SDLC, corporate project

staffing, engagement management and variable staffing management. Established value-based pricing model,

providing increased margins through iterative sales. Implemented corporate enterprise software.

>>> Chief Operations Officer, 2007 to 2009. Led two-fold growth of ITO/BPO staff servicing the expanding customer

base representing 75% of enterprise revenues. Developed and directed Professional Services team.

>>> Co-founder & Head of Operations, 2000 to 2007. Managed financial and HR requirements in startup/growth

phase, including AR/AP, forecasting, budgeting, payroll, invoicing and tax preparation. Guided company to $6M

in venue without external funding. Developed banking relationships, including lines of credit. Set-up 401K plan.

EARLIER: Senior System Consultant at Covenant Insurance. Member of 10-person start-up team for unique and

highly successful direct writing/agency-based P&C insurance carrier. Also Program Manager at College of the

Holy Cross for PeopleSoft implementation. Began career as System Analyst for Hanover Insurance Co.

INTERESTS: Member of Board of Advisors for the WPI Venture Forum and the Center for Women in Enterprise.

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