Teresa Carroll-Childers, MBA

Aurora, CO 720-***-**** ac8rfv@r.postjobfree.com https://www.linkedin.com/in/teresa-carroll-childers/

Senior Operations Leader

Specialized in: Delivering Exceptional Client Experiences, Managing Through Change, and Global Operations

Engaged, results-driven leader with extensive experience directing global operations including the delivery of call centers, IT infrastructure, business process outsourcing, and application services. Collaborative communicator demonstrating ability to partner with cross-functional groups, clients, and leader to align priorities and achieve mutual goals. Analytical professional skilled in leveraging data to evolve strategy and influence organizational change.

Operations Management Client Engagement Change Management Delivery Management Account Manager

Project Management Contract Negotiation Cross-Functional Collaboration Training & Development Leadership Development

Professional Experience

Director of Technology, Music and Entertainment Industry, and Telecom Industry – DXC Technology Aurora, CO, 2018 - Present

Industry Delivery Leader for $1B business unit within the Americas Region

Managed the Account Delivery Leaders for over 30 outsourcing engagements including Call Centers

Delegation of Authority for new deals for Delivery organization within the industry

Director of Integrated Delivery Operations - DXC Technology Aurora, CO, 2017 – 2018

Led Regional Delivery Center operations with 800 resources across India, Puerto Rico, Winnipeg,Canada, and the US delivering IT infrastructure, business process outsourcing, and application services to more than 20 secure and restricted Fortune 500 accounts.

Deliver call center, IT infrastructure, business process outsourcing, and application services to more than 30 commercial and restricted Fortune 500 clients.

Utilized Bionix, an analytics, automation, and lean tool to identify workforce reduction opportunities eliminating 150 FTE saving $4.5M.

Traveled to Canada and Puerto Rico once per quarter to host town hall meetings and interacted with Skype between visits.

Managed the Hurricane Maria Disaster Recovery program to support staff in Puerto Rico including sending satellite phones, mitigating service delivery gaps by leveraging US resources, organizing temporary operations in hotels, employee monitoring and payroll, and transport to the mainland for key delivery personnel.

Leveraged relationship with Lockheed Martin to deliver supplies valued at $5K to Puerto Rico following the hurricane.

Recognized as the first company among peers in the hardest hit area of Puerto Rico to resume operations resulting in the nomination and winning of 2017 DXC Service Delivery Excellence Award.

Led efforts for regional delivery center to achieve ISO 9001, ISO/IEC 27001, and ISO 20000 certifications in 2017.

Selected as a 2017 Women in Technology Corporation Finalist for experience in the IT field, Global Women in Leadership volunteer work launching a mentoring program with 100 participants, and organization of the annual Women’s Day Month.

Program Director - DXC Technology Aurora, CO, 2016 - 2017

Partnered with account teams to secure agreements with clients unfamiliar with offshoring to migrate work to Puerto Rico improving client profit margins.

Facilitated the migration of 350 US mainland positions to Puerto Rico reducing annual cost by $20M including call center roles

Director of Global Delivery Excellence Orchestration - Computer Sciences Corporation (CSC) Aurora, CO, 2013 - 2016

Led strategic initiatives focused on improving customer experience.

Executed DEO workshops resulting in the improvement of overall delivery, increasing NPS from 1.2 to 28.3, and achieving a feedback score from participants of 4.5 out of 5.

Coordinated logistics with a team of 5 and facilitated in-person DEO Workshops with up to 100 attendees across multiple countries twice a year for Account, Offering, and Delivery Teams focused on sales, delivery issue resolution, and building a cohesive team.

Created script content for CEO video to be presented at each workshop.

Facilitated large group and breakout sessions.

Director Global Account Delivery – Computer Sciences Corporation (CSC) Aurora, CO, 2008 – 2013

Spearheaded efforts to architect the design of the new Global Delivery Network organization.

Served as the Leader of CSC Global Women in Leadership providing mentoring, training, advocacy, and resources for men and women focused on embracing and inviting the value of women in all levels of business and leadership.

Executed internal Client Pulse surveys and addressed feedback directly with clients enabling NPS quarterly targets to be met.

Implemented 80 catalogue services and re-engineered the organization model for 60 accounts as a part of the Accelerate Operating Model Transformation program and the Best for our Customers strategic initiative resulting in $50M cost savings.

Global Account General Manager - DXC Technology Denver, CO, 2005 – 2008

Managed $180M, 7-year outsourcing contract for a mining company including bid proposal, contract negotiation, and delivering start-up operations on time. Utilized client as a CSC reference during first year of contract.

Worked collaboratively with CSC business units listening to client requirements and delivered a comprehensive contract winning the Newmont Mining full-scope outsourcing deal worth $180M over 7-years including sites in Denver Colorado, Nevada, Ghana Africa, and Australia.

Achieved on-time startup for the Newmont contract with incumbent suppliers released on time by partnering closely with Transition and Transformation leaders and keeping a continuous open line of communication with internal partners and the client.

Fostered an environment encouraging teamwork with the Account Team and T&T Team allowing for the successful delivery of Transition and Transformation programs within deadline and budget.

Awarded with CSC Best Winning Deal demonstrating one CSC at America’s Sales Conference.

Additional experience includes Cyber Analyst with Conoco and Global Service Desk Manager for DuPont Account

Education & Certification

Masters of Business Administration – University of Colorado, Denver

Bachelor of Science, Computer Science – East Central Oklahoma University

Certification – Information Technology Infrastructure Library (ITIL), Accelerated Change Management, eComell Executive Leadership Program

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