Manager Customer Service
Resume:
Joan R. Glynn
Mobile: 512-***-**** • **********@*****.*** • www.linkedin.com/in/joanglynn
Strategic Technology and Business Process Executive delivering a breadth of global experience and successes for internationally renowned, blue chip organizations, including Dell, GE Capital, and the world’s largest printing company. Change agent that positively impacts efficiencies to produce top-line results and provide superior customer experience.
Delivering Bottom-Line Results through Technology and Business Mastery
Team Building and People Leadership
Application Development Management
Business and Process Analysis
Structured Application Development
Influence Infrastructure Strategy
Collaborative Customer Relationships
M&A Integration
Package and Custom Implementation
Web/eCommerce Development
SDLC: Waterfall and Agile Development
New Product Introductions
Cross-functional Team Leadership
Global Manufacturing Distribution
Global Supply Chain Financial Services
DIRECTOR, APPLICATION DEVELOPMENT 2014 – 2017
JACKSON NATIONAL LIFE INSURANCE, Lansing, MI – Financial Services
Financial Services company focused on retirement investment services, #1 ranked seller of annuities in US during 2015.
Leadership: Key member of leadership team tasked with executing strategy for a 500-person IT team and charged to facilitate 34 IT directors in driving organization toward a cohesive leadership unit with a $100M budget.
Upgrade Successes: Completed first three of five phases for Jackson.com upgrade, including technology upgrade to JSF Primefaces, as well as enterprise-level reusable modules for security enhancements, logging, caching and email services – enabling rapid development and consistency.
Application Portfolio Upgrade: Chosen to lead resurrection of an outdated financial application portfolio, including documentation, previously ignored for 10 years and considered technical debt.
Strategy Expert: Led the strategy which simplified the financial portfolio across the functional entities through partnership with a leading vendor.
SENIOR MANAGER, APPLICATION DEVELOPMENT 2011 – 2014
TWIA, Austin, TX – Property and Casualty Insurance.
Insurance company that has grown exponentially into a P&C with more than a quarter of a million policies.
Strategic Application Deployment: Served in key leadership role developing and deploying the Guidewire suite of insurance applications, including billing, claims and policy administration. Managed $25M budget and staff of 30, including managers.
Team Building: Rebuilt a team of 25+ developers, identifying roles and responsibilities to create a matrixed organization in support of the development of key applications across the enterprise.
Faster Time-to-Market: Reduced time-to-market for application development by 25% through Agile methodology.
Architecture Process Gains: Simplified application architecture process – enabling business changes to the applications through a self-service model vs. IT modifying code – reducing application maintenance staff by 50%, which allowed these staff members to perform new development tasks.
Customer Support Expertise: Led development and implementation of document processing solution and enterprise data warehouse replacement – improving customer support through historical claim information.
DIRECTOR, CONSULTING SERVICES 2010
ViaTech Publishing, Inc., Austin, TX – Printing and Digital Media Distribution
Printing/Publishing company and leading innovator of publishing services for digital media, print and content management.
Digitization Expert: Defined strategy and developed tools to transform order processing methodologies from traditional print to electronic media solutions and services.
Implementation Leader: Coordinated implementation of digital media solutions among ViaTech, partners and customers.
Process Improvement: Optimized business processes for integration into broader Electronic Service Portfolio.
Client Management: Drove resolution of all issues, escalations and change management requests affecting customer satisfaction, statement of work scope, release dates and overall budget.
Sales Facilitation: Assisted account executives in developing selling strategies, aligning customers’ needs with application features.
SENIOR MANAGER/DIRECTOR 2002 – 2010
Dell, Inc., Austin, TX.
One of the largest technology corporations in the world, 38th in the U.S. and 5th in Texas by total revenue.
Organization Transformation: Restructured the global Trade Compliance organization for Dell by improving controls within the order entry processes – improving customer screening and team productivity.
Slashed costs by 20%, or $3M, while unit sales volumes increased 25% to $60B.
Role avoided $10M in compliance penalties – managing $1.2M in duties/taxes on imports, screening 5.7 million customer records, and performing regulatory classifications of 75,000 parts per year.
Increased Margin: Drove margin up 10% by facilitating collection of comprehensive business requirements and coordinating cross-functional teams in defining a global end-to-end supply chain IT solution – enabling outsourced manufacturing – a first for Dell.
New Sales Channel: Led team of 10 project managers/scrum masters in implementing customized global ecommerce sites, delivering digital download solutions for software suppliers (Norton and Microsoft) – a new sales channel for Dell – bringing in $10M first year with exponential projected growth.
Reduced FTE Cost: Managed development of an order management application for client, SAP/Business Objects – enabling them to reduce headcount by 30 FTEs.
Effectiveness Driver: Improved application development team effectiveness using RASIC methodology, defining roles/responsibilities for all functions in development process.
PREVIOUS POSITIONS HELD:
SENIOR DIRECTOR, CORPORATE AND ADMINISTRATIVE SYSTEMS, WORLD COLOR, INC, Greenwich, CT and NYC
MANAGER, CORPORATE SYSTEMS, General Electric Capital Services, Stamford, CT and London, UK
Success through Quality Education and Professional Commitment
MBA, General Business, University of Connecticut --Stamford, CT
BA, Communications, University of Connecticut – Storrs, CT
Selected and trained as an Emerging Leader at Dell
Mentor and Diversity Site Leader at Dell
Negotiator and Six Sigma education at GECS and Dell
Junior Achievement Volunteer
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