Joy Kay Hatfield
Results-driven program/project director whose emphasis on negotiation and
customer relationships - combined with ability to generate top-line
revenues - predicts continued success in related capacity
PROFESSIONAL PROFILE
. Proven leader with experience in progressively challenging positions,
most in program/project management.
. Expertise encompasses collaboration with customers, as well as
sales/human resource organization support, program management, conflict
resolution, management of third party vendors, and financial
accountability.
. Emphasis in contract negotiation to assure that top tier companies'
capability and policies are established with customers and third party
vendors in both onshore and international venues.
. Strong international background, characterized by demonstrable cross-
cultural sensitivity.
. Solid analytical and quantitative aptitude, balanced by highly developed
interpersonal, communication and negotiation skills.
. Lengthy history of developing/executing strategic plans for various
business units.
. Reputation for diligence, follow-through and dedication to quality
outcomes.
EXPERIENCE
(ISC), Clearwater, FL. (2012- 2016)
Global Government Affairs
. Developed relationships with foreign governments and high level
officials to increase the brand name and worked with governments to
promote (ISC)2 IT/cyber security as a government initiative.
. Developed relationships, including contract and agreements, with
private sector entities in foreign countries for product delivery to
expand the (ISC)2 footprint into those markets.
. Delivered application and contract for (ISC)2 to be on GSA Schedule as
an approved vendor with the US Federal Government.
Convergys, Cincinnati, OH. (1992-2008)
Consultant, Program EMEA (2007 - 2008)
. Provided Resource Management for the Cairo, Egypt office which included
the management of implementation project
. Provided project management of the organizational and operational
activities for a permanent office in Cairo, Egypt for Convergys
- Worked with HR, Sales, Consultants and Finance to recruit,
interview, and hire local resources to support implementation
projects and consulting projects, both active projects and
planning for pipeline
- Worked with Director and VP levels on status of project
- Supported the recruitment effort by engaging governmental
agencies and interviewing and assessing potential candidates for
positions within Convergys
- Negotiated contracts for office equipment, network
infrastructure, courier service, mobile service, etc. to support
local office
. Negotiated with local government entities for incentives for Convergys
to set up contact center business
. Developed training class materials and provided training for new
starters
Consultant, Program Convergys Innovation Center (2005 - 2007)
. As a part of a team, developed the organizational strategy for specific
projects
. Managed the development of project business cases for Director and VP
levels
. Provided program management of agreed projects:
- Drove process with Directors to complete the Program/Project
Charters
- Developed metrics associated with ongoing projects and monthly updates
to the Dashboard for the Director and VP levels
. Negotiated agreements with key vendors to provide contractor support
and training; worked with Legal to review vendor agreements and
resolved all issues associated with agreements; participated in the
interview process for selection of contractors;
. Responsible for planning, vendor relationships, contract negotiation,
task management, and execution of quarterly Technical Conferences.
Senior Director - Offshore New Business Capture (2003 - 2005)
. Responsible for new country search and recommendation for new call
center destinations
. Provided Project Management across functional team of people for due
diligence of Egypt as potential call center location
. Negotiated package of incentives with foreign governments and obtained
corporate approval of countries in which to do business
. Provided Sales support effort through presentations, research,
conference, customer meetings, and providing current data for new
countries and status of Convergys in those countries
. Researched and selected third party vendors in foreign countries for
corporate alliances
. Prepared foreign country summaries for executives meetings with
dignitaries
. Worked with legal team to prepare teaming agreements for partnerships
with companies in foreign countries
Director - New Business Capture (2003)
. Part of the business capture team for the first opportunity in Thailand
for outsourcing billing and customer care, data center and call center.
Participated in development of proposal and presentations to client
. Recruited key people to the team for short-term assignments for project
office support and Geneva technical support. Managed employee tasks,
approved vouchers, and managed HR issues associated with their
assignments.
. Worked with in-country Human Resources to put together orientation
package for new employees.
. Liaison with CMG for project status, communication between IMG and CMG
prior to in country CMG participation in the project
. Worked with local attorneys to review client call center contracts for
possible inclusion into Convergys' operations
. Developed initial staffing plans for various streams for the project
and provided the monthly tracking reports for project expenses
Director - Complex Bid Management (2001 - 2003)
. Initiated large, multi-faceted bids to Convergys sales team and other
organizations; managed virtual team delivery of responses for Atlys,
multiple product offerings and service bureau opportunities
. Developed and wrote Complex Bid Management Process, which is now part
of overall sales process
. Accepted 1-year London assignment to provide team and organizational
structure with processes to manage complex bids
. Functioned as member of delivery team for workshops presented to
several hundred people in Europe, Middle East and Asia (EMEA)
. As internal consultant to newly acquired company, ensured smooth
transition to Convergys processes
- Implemented team approach to pricing, in collaboration with Sales,
Development, Operations and Financial organizations and the new
Executive Approval Process for EMEA
- Introduced CVG processes/procedures and adopted best internal processes
. Provided Project Management for the development of business
case/proposal for first outsourcing opportunity in UK, using Geneva in
service bureau environment; implemented as baseline for EMEA's
outsourcing opportunities
Program Director (1998 - 2001)
. Delivered contract management and customer interface for the entire
project. Managed all issues related to the contract including
payments, enhancements, change control, business issues, disputes,
vendor contracts and relationships, and all cross organizational
relationships related to the contract
. Instrumental in capture of multinational $40 million project which
doubled revenues in 2 years; played key role in its 9-month completion,
which was fastest implementation of any project of that size in
company's history
. Developed strategy for capture, as well as management of program for
over 2 years; project was matrix-management intensive, crossing over
numerous departments, organizations, locations and companies
. Worked closely with Brazilian attorneys to properly understand
country's human resources, contract and benefits laws; hired staff and
directed team to put together benefits/procedures manual.
. Collaborated closely with Operations and Development for the delivery
of enhancements.
. Managed wide range of commercial activities and crucial customer
relationships for Latin American business unit.
Program Manager (1996 - 1998)
. As member of New Business Development Group, negotiated contracts for
$10 million project in the Netherlands for the Dutch PTT.
. Negotiated and created contracts for new releases, wrote proposals for
new enhancements, and managed project-related business issues,
interfacing frequently with customer.
. Supported Sales in partnership development effort/opportunities in Asia
Pacific.
Program Manager (1995 - 1996)
. Program Manager for multimillion-dollar project in multilingual
environment for Swiss PTT in Switzerland.
. Provided project management of all related Quality metrics and
tracking.
. Directed team in writing and putting processes into place for
change/configuration management.
. Negotiated/wrote contracts for enhancements and new releases.
Program Manager (1992 - 1995)
. Managed interface with US and Canadian customers and held primary
accountability for resolution of all issues including order, delivery
and installation of hardware.
. Functioned as team member in development of product strategy and
potential partnerships.
. Negotiated agreements with customer and vendors.
. Developed customer equipment ordering process.
AT&T, Columbus, OH
Program Manager (1988 - 1992)
. Led project management and introduction of new $10 million product to
marketplace; held responsibility for forecasting, contract negotiation
and monitoring of all related milestones; project grew to $80 million
within 2 years.
. Handled sales to all international customers; negotiated terms of
contracts with customers, including software and hardware; also
negotiated business unit relationships, special bid pricing and
reseller agreements with third party vendors.
. Met tight deadline, enabling ABC's Monday Night Football broadcast to
possess largest interactive call-in capability at time.
EDUCATION
Indiana University, Bloomington, IN
. M. S., Personnel Administration.
. B. A., Education.
Project Management Institute
. PMP, Project Management Professional