Management Customer Service

BONNIE J. WARD ** Blackford Drive, Exeter, NH ****3-4599

(M) 603-***-**** ******-****@*******.***

PROFILE

Senior executive with solid record of transforming organizations into productive, effective, customer-centric

delivery teams. Inspirational leader with record of motivating staff to excel. Creative strategist and problem -

solver. Disciplined in setting and holding to priorities. Strong negotiator, with a reputation for integrity, fairness

and straight dealing. Open, collaborative leadership style, with superb relations among employees, board

members, industry partners and analysts.

EXPERIENCE

THE BLACKFORD GROUP, Exeter, NH 2011-Present

Independent Management Consulting, specializing in helping organizations establish operational excellence

through adaptation of industry best-practices in the area of technology management.

Founder / Principal Consultant

Provide technical and leadership expertise to companies in the areas of infrastructu re management,

telecommunications and network operations, business process improvement and technical talent management.

Examples of recent projects include:

Engaged by boutique hotelier to review technology utilized in 18 properties and develop strategy a nd

implementation plan to centralize technology operations and management.

Assisted prestigious private school in developing wireless strategy, developing operational and security

policies, including OLAs and SLAs.

STREAM GLOBAL SERVICE, Wellesley, MA 2010-2011

Stream Global Services is a premium business process outsource (BPO) service provider specializing in

customer-relationship management solutions including sales, customer care, technical support and back of fice

for Fortune 1000 companies delivered in 57 service centers in 22 countries supporting 35 languages.

Vice President, Global IT Infrastructure

Recruited to build Global IT Infrastructure team and consolidate management of technology resources to

prepare for move to cloud computing.

Developed new organizational model to support Global Organization. Recruited and hired IT

Infrastructure Management staff.

Led streamlining and upgrading facilities and processes to centralize management, control costs and

improve availability from 99.4% to 99.95%.

Led development of strategy to consolidate data centers and redesign global network to improve

stability, increase availability and provide more flexible response to on -boarding clients and changes in

traffic.

CIGNA HEALTH SYSTEMS, Bloomfield, CT 2009-2010

Cigna is one of the world’s largest investor -owned global health service companies with international operations

in 30 countries and more than 80 million global customer relationships .

Head, Network Infrastructure

Recruited to repatriate management of network infrastructure.

Evaluated existing FTE and service management processes, developing new organizational model to

support in-sourcing infrastructure.

Developed and negotiated exit strategy from existing out-source agreement.

Recruited management staff to support new delivery model.

BONNIE J. WARD PAGE 2

LIBERTY MUTUAL GROUP, Portsmouth, NH 1998-2008

Boston-based Liberty Mutual Insurance is a diversified global insurer and the third -largest property and casualty

insurer in the U.S.. Liberty Mutual is ranked as 81 on the Fortune 500.

Vice President, IT Hosting Services Market Management

Promoted to establish new delivery model for information technology services, re -orienting thinking as well as

responsibilities in alignment with customer-centric, client-driven IaaS focus.

Established Hosting Services Market Management team to better position delivery of IT Infrastructure

services to Business Units, focusing on alignment of IT with Business Unit goals and creating Customer -

centric culture.

Defined, established and provided oversight of service and operational level agreements aligned to

business priorities and customer commitments. Resolved conflicts between existing initiative priorities

and new initiatives per business demand.

Drove collaborative strategic and operational planning for information technology and business units

.

Vice President, Telecommunications Strategy & Support Services

Recruited to transform troubled department into productive facet of IT Infrastructure Delivery Se rvice

organization.

Evaluated staff and organizational structure, redesigning organization to better meet needs of Business

Units.

Led technical design and implementation effort utilizing VoIP technology to facilitate business process

change for Personal Markets unit, accelerating culture shift to increased utilization of Contact Centers,

improving Customer experience and increasing policy retention. Demonstrated forward -thinking

application of technology to business problem using early adoption of technolo gy to affect culture

change and result in 4% increase in policy retention and JD Powers Contact Center Customer Service

Excellence award.

Negotiated successful IT services contracts resulting in $50mm+ reductions in expense. Successfully

negotiated improved Service Level and Operating Level Agreements resulting in reduced turn -around

times for Request completion and improved Availability by 5%.

Led Emergency Response/Crisis Management team to 7 consecutive years of highly effective testing

scores culminating in successful execution of first in nation pandemic response testing and followed by

successful execution of first in nation “total surprise” testing. Presented results at Disaster Recovery

Journal Annual Conference (2007).

JOHN HANCOCK FINANCIAL SERVICES, Boston, MA 1995-1998

John Hancock provides solutions for eight of consumers’ top 10 financial concerns, including the need to plan

for retirement, the cost of healthcare/medical expenses, outliving savings and financial security after retirement.

Formerly a Boston-based corporation, it is now a unit of ManuLife Financial Corporation, the 12th largest public

life insurer in the world.

General Director, Technology Operations Support

Promoted to transform Data Center Operations from a ‘data processin g’-focused organization to a customer-

centric, integrated technology operations organization.

Created Integrated Operations Center.

Established production-acceptance guidelines, ensuring smooth transition of technology from test to

production environment, including staff training on operations and problem -solving procedures.

Implemented employee-assessment program to determine best use of resources and appropriate

staffing model

Developed tactical plan to increase mainframe commitment levels and support to distributed computing

environment.

BONNIE J. WARD PAGE 3

FIRST DATA CORPORATION, Medford, MA 1991-1995

A global payments processing corporation, First Data Corporation ranks 254 on the Fortune 500.

Vice President, Telecommunications

Recruited to transform troubled Voice Communications Department into a high performing, customer -focused

partner for FDC Boston-area clients. Promoted to integrate voice & data communications departments.

Evaluated staff and operational procedures to identify opportun ities for improvement.

Integrated separate voice and data communication departments, staff, budget and projects.

Implemented strategic objectives regarding voice, data, LAN and WAN, and video communications.

Negotiated SLAs and OLAs and implemented Business Process Improvements to improve delivery of

services consistently across client-base.

Led migration of data network to Denver, Colorado in consolidation Medford Data Center.

Earlier positions include:

Shawmut National Corporation, Boston MA (1986-1991): Manager, Systems Integration

W ANG Laboratories, Inc., Lowell, MA (1984-1986): Senior Network Analyst

City of Boston – ASD, Boston, MA (1978-1984): Telecommunications Account Manager/Administrative Analyst

EDUCATION

University of Massachusetts / Amherst Degree / Major: Bachelor of Arts / Political Science

Date Awarded: May 27, 1978

Amherst, Massachusetts 01003

PROFESSIONAL DEVELOPMENT AFFILIATIONS

Lean Six Sigma – Green Belt Champion Green Data Center Alliance

ITIL Service Management Fundamentals Founding Member

Accounting Principles for Managers Board of Directors, 2008-2010

Finance for Non-Financial Managers

AVAYA Executive Contact Center Council

Executive Development Program

John Hancock Financial Servies Advisory Board Member, 2006-2008

W ashington Program

Women in Telecommunications

John Hancock Financial Services

Leadership Skills for Women Founder - 2002

Managing Difficult People

ChangDeKids

Negotiation Skills for Technical Managers

Founder - 1999

AWARDS

Newburyport Lions’ Club

U.S. Congressional Committee on Adoption Information

Angels in Adoption Award, 2006 Distinguished Service Award, 1989

John Hancock Financial Services Shawmut Bank, Network Services Department

Corporate Information Sector Award, 1996 Client Service Award, 1987

Shawmut National Corporation W ANG Laboratories, Inc.

Community-Minded Banker Award, 1989 WANG Challenge Cup, 1985

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