Customer Service Real Estate
Resume:
S A N D R A L . WAT S O N
Dallas, GA 30132 **************@*********.***
MANAGEMENT L EADER
Dynamic, results-driven, and accomplished professional with significant experience and success in project management,
facilities management, technology service desk and end user support, vendor management, compliance, and auditing.
Demonstrates solid team leadership abilities in key organizational transition, office build out and relocation projects.
Spearheads negotiations and completes projects on time and within budget. Recruits, trains, and motivates top-performing
teams. Exceptional communications and interpersonal skills; builds and maintains strategic relationships with diverse groups of
colleagues and clients. Adaptable, proactive, trustworthy, and respected.
AREAS OF EXPERTISE
Facilities Management ITIL Service Desk/Call Center Management Quality Assurance
Project Management Recruitment/Training Procurement
Desktop/End User Support Customer Service/Relations Auditing
Real Estate Management Vendor/Lease Negotiation Licensing
Budget/Cost Control Strategic Planning & Relationship Building Compliance
PROFESSIONAL EXPERIENCE
Past 19 years of professional experience covers bridged service with four (4) major BPO companies.
EXPERT GLOBAL SOLUTIONS (EGS), Atlanta, GA 1995-2014
Vice President of Facilities, 2012-2014
Directed facility management services for 174 sites (3M square feet of call center/office space for 40K+ employees) throughout
the United States, Canada, Puerto Rico, Philippines, and Latin America. Engineered global power solutions; provided 226 UPS
devices across enterprise and 77 generators at critical sites. Implemented weekly facility reports via SharePoint to analyze and
review all facility projects; ensured completion of 1500 tickets and 4 projects (average) per month.
Identified as Facility Service subject matter expert overseeing 3K purchase orders worth $6M in annual expenses
Coordinated RFP and due diligence with national vendor for outsourcing real estate and facility North America
departments with $35M facility budget to major outsource vendor
Integrated the NCO and APAC organization and transitioned 70 Facility, 20 Service Desk and 140 Operations and
Shadow IT team members into proper job families
Collaborated with IT team in development of process to update technology asset reports to add, remove, redeploy, and
liquidate assets globally
Transformed NCO and APAC help desk to an international service desk; identified and utilized performance/staffing
matrix to track volumes and justify staffing levels
Enhanced Service Desk for improved performance; oversaw 8,500+ calls per month
NCO FINANCIAL SYSTEMS INC., Atlanta, GA - Company merged with APAC to become EGS
Vice President of Facilities, 2005-2012
Founded Facilities Department; coordinated all facility project activities with real estate, security, help desk, desktop support,
license and assets; completed 3 projects/month on average. Coordinated weekly facility reporting and utilization of Track-It,
Service Now and Heat systems with key indicators tracking/escalations. Partnered with procurement; implemented vendor
GRMS validation process for 356 facility vendors.
Spearheaded all efforts to open, close, move, renovate, consolidate, idle, and ensure power solutions with
uninterruptible power systems and generator options for global offices (187 leases, 20K+ employees)
Forged strategic relationship with National Energy broker; saved $428,826 annually
Synchronized needs with 356+ facility vendors; enhanced PO process with SAP team in new system
Implemented asset process within facility team to add, modify, and remove assets efficiently
Established purchase order support to accommodate requests for Philippines and Latin America
SANDRA L. WATSON Resume, Page 2
Integrated NCO and APAC license; identified and established tracking for all licenses throughout the EGS/APAC and
NCO enterprise in collaboration with legal department
RISK MANAGEMENT SERVICES, INC., Atlanta, GA - Company sold to NCO
Vice President of Real Estate and Enterprise Services, 2003-2005
Piloted the sale and transition of Risk Management Alternatives to NCO. Led all efforts for new/existing lease negotiations,
lease maintenance, office relocations, office closings and build outs with 2K+ employees. Ensured service and support for 2k+
RMA end users (for technology, facility, and purchasing needs.)
Awarded recognition for $267,246 budget savings; received Utility Player of the Year Award, 2004
Oversaw $2M budget; achieved 17% budget reduction in second year
Initiated facility purchase order process; reduced janitorial expenses by 38%
Led internal security project initiatives to install access and monitoring systems throughout RMA enterprise
Steered initiatives to ensure staff of desktop support professionals were equipped to maintain and enhance desktop
devices for RMA enterprise and support IT infrastructure (1k+ tickets, 400 hours/month)
Directed purchases of $1.1M of IT equipment; ensured proper tracking and approval processes were in place
Vice President of Business Administration/Support, 2001-2003
Authored enterprise-wide procedures and policies; entered into database to enable remote access.
Directed automation project for ACDV (collection) and ACTV (trade line) dispute process for all offices; achieved
improvement of 78% in timeliness (from 28+ days to 48 hours)
Designed real estate lease process; reduced monthly lease expense by 5%, monthly CAM and maintenance by 7%
Transitioned ERMS to RMA; increased revenue 7% (10% EBITDA maintained)
Assistant Vice President of Business Administration/Support, 2000-2001
Engineered national tracking process for all enterprise consumer assistance/compliance complaints.
Reduced national vendor use; decreased costs by 13%
Lead project management team to implement offshore collection in India; improved client satisfaction and reduced
operating costs
EQUIFAX RISK MANAGEMENT SERVICES, INC., Atlanta, GA - Company sold to RMA
Assistant Vice President, 1998-2000
Consolidated real estate information by office for 304,924 square feet of space; provided crucial site information with lease
dates, square footage, pricing, and technology information for negotiations.
Improved service quality and identified skill enhancement needs; reduced complaints 45%
Served as Project Manager for the sale/transition of Equifax Risk Management to Risk Management Alternatives
Director, Training and Quality Assurance, 1995-1998
Headed $4.4M relocation project of Atlanta office (500 employees into 115,000 square feet of office space.) Assessed 21 field
locations to determine training needs for 2500+ employees
Awarded “Excellence in Education Award” from Equifax University
Originated automated Fair Debt Collections Practices Act (FDCPA)
ADDITIONAL EXPERIENCE
CITICORP CREDIT SERVICES, INC., Atlanta, GA 1985-1995
Vice President, Controller, Operations Manager
TRAVELERS EXPRESS COMPANY, INC., Atlanta, GA 1974-1985
Operations Manager
PROFESSIONAL DEVELOPMENT
Business Administration studies, Mercer University (Atlanta, GA), Kennesaw Junior College (Marietta, GA)
Relevant Courses, Seminars, and Workshops: Budgeting, Communications, Credit/Financial Analysis, Frontline Leadership,
Human Resources Management, Improving Management Skills, Influence Training, ITIL Foundation Certification, PC
Fundamentals, Legal Prevention, Project Management, Recruiting, Sales/Contracts, TQM Training, Unemployment
Compensation
SANDRA L. WATSON Resume, Page 3
LICENSURE & CERTIFICATION
Georgia Real Estate Agent
ITIL Foundation Certification
Notary Public
Private Investigations Certificate
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