Customer Service Representative

Shehla Mushtaq

**************@*****.*** ( 1-612-***-**** (

WWW.LINKEDIN.COM/IN/SHEHLAMUSHTAQ/

VP Technology ( Technology Strategist ( International Technical Leader

"Driving International Growth through Technology Leadership"

A strategic and multicultural Technical Leader with expertise in

international technology and business growth. Solid technology leadership

backed by engineering degrees and extensive business leadership roles.

CORE COMPETENCIES

( International Business Strategy ( Business Process

Outsourcing ( P & L Management

( Solution Architecture ( Program Management (

Thought Leadership

( Global Program Implementation ( Innovation

( Change Management

PROFESSIONAL EXPERIENCE

GDIT (General Dynamics Information Technology)

VP, International Program Management

2012 - Mar 2014

Deputy General Manager role for GDIT Canada

- Ownership of QA oversight for the UK and Canada programs: SLA reporting,

Customer Satisfaction and Process Improvement

- Program Management of the Health IT business strategy. Led a cross

functional team to architect and market Health IT Services: HER,

Population Disease Management and Health Analytics

- Led several multi-million dollar capture efforts for opportunities in ID

Management and Health IT services

- Software Engineering and IT: Led development of the organization, people

and processes

Vangent, INC. (acquired by GDIT in 2011) 2006 - 2011

Provider of healthcare information-technology and business systems

VP, Engineering and UAE (2010 - 2011)

VP Engineering (2006 - 2010)

Promoted to General Management, P & L and Business Development for United

Arab Emirates venture, with focus on Business Process Outsourcing and IT

Services opportunities in Healthcare. Multinational oversight

responsibility for Software/System Engineering and IT functions in seven

locations in North and South America, the U.K. and the Middle East.

- Led Company's first program in the United Arab Emirates from proposal to

implementation, first of its kind, dual language healthcare portal in the

region. Fast track on-time and on-budget implementation, completed in

three months with a team dispersed over four continents

- Developed and led Innovations program within the International division,

resulting in cost saving and improved customer satisfaction across 25+

programs.

- Led technical development and deployment of system for Biometric

registration of Company legal representatives to prevent fraud. Deployed

152 stations across Mexico, with less than 2 minutes of data matching

response time

- Program managed the implementation of a Biometric ID solution for the

eligibility suitability assessment of census call center workers for the

US 2010 Census, bringing assessment time from six days down to 1.

Pearson Government Solutions, Minnesota (sold as Vangent by Pearson in

2006) 1999 - 2006

Division Director, International Engineering

Led the International engineering division which doubled its business

during 2005.

- Managed the multi-million dollar technical implementation of the

Southwark (borough of London) front office transformation program.

Effectively managed sub-contractor relationships and resources across

countries and met all program goals

- Led the technical team during the two year business capture

process to help win the Southwark Borough $200 million dollar

business transformation contract

- Led the fast track technology implementation for the multi-

channel 250 Customer Service Representative contact center for

the Southwark Council in London, UK. Completed SAP CRM

implementation with 50 technical resources in six months

- Set up a service desk to support 300+ employees in the Customer

Service Centre and Back Office.

- Provided thought leadership in solution development, with focus on low

cost, innovation and minimal custom development, consistently meeting

client requirements.

- Trained and rolled-out Program Methodology to six multi-country locations

in the International Division.

- Designed, developed and tested a Clearinghouse Telephone Database

solution in six months and within budget of $450K, with an International

team of eight Architects, Developers and DBAs.

- Led a team to develop and implement an on-line Unix/Java system in 6

months for the U.S Wireless community. System still in production 13

years into the contract. Implementation budget $500K

NCS, Eden Prairie, MN (acquired by Pearson in 2000) 1991 - 1999

Director, Software Engineering (1997 - 1999)

Manager, Software Development and Support (1991 - 1997)

Led three software development teams in the areas of Healthcare, Service

Bureau applications and Web based applications.

- Delivered dozens of applications and upgrades in support of 12 imaging

sites around the world. Led team of 20 developers and three support

analysts, with an annual budget of $1.3M.

- Delivered (100 software applications to 20+ customers) projects on

schedule and on plan, with an annual budget of $750K

- Implemented a Unix based Imaging system for scanning, OMR, ICR, OCR and

heads-up keying from Avon booklets. Led nine implementations in five

countries in less than two years

- Developed Imaging system for Avon at five processing centers producing

450,000 booklets a day. Resulted in reduction of 120 data entry clerks

down to 10 after automation. $1M of orders processed daily at every US

site. Maintaining 99% accuracy rate.

PRIOR TO 1991

Artist Graphics, Roseville, MN (System Analyst)

NEXT Hardware, Karachi, Pakistan (Managing Partner)

EDUCATION

TEXAS TECH UNIVERSITY, Lubbock TX

- Bachelor of Science in Electrical Engineering

- Master of Science in Electrical Engineering

AWARDS AND RECOGNITION

- Winner of the National Women of Color, Technology Star Award 2006 and

2012

PROFESSIONAL AFFILIATIONS

- Board member WLiT: Women Leading in Technology (since 2011)

- Board member of IOPWE: International Organization for Pakistani Women

Engineers (since 2002)

- Board member of HWW: Honoring Women Worldwide

COMMUNITY VOLUNTEER OPPORTUNITIES

- Volunteer Principal of Weekend School for over five years: Cultural

Studies for children, ages 3 to 15

- Community Interfaith Celebration: Participant over the last 5 years

- "Ready for Success" partner (career clothing for women reentering the

workforce)

- Karsaz Executive Committee Member for volunteer organization supporting

assimilation of immigrants in Minnesota:

- Active participant of several Formal Mentorship Programs

CONTINUING EDUCATION

- Executive Leadership, Strategy Planning, Team Building, Leadership

Development, Project and Program Management

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