*Jennifer Kirgis, MBA

480-***-**** * North Terrace Road, Chandler, AZ 85226 ad125b@r.postjobfree.com

Service Delivery Leader

A multi-talented professional with specialized skill sets in operations, project management, service delivery, and leadership. Established a reputation for delivering measurable results while fostering long-term client partnerships. Demonstrates outstanding interpersonal skills when liaising with key stakeholders in a positive and professional manner. Devised improved processes and drove optimal productivity within the workplace. Recognized for a strong work ethic, forward-thinking ability, and a high degree of personal initiative.

- Areas of Expertise -

Business Development – Team Leadership – Talent Acquisition & Development – Vendor & Account Management, Contract Negotiations - Operations Management – Project Management

Outsourcing – Corporate Event Planning -Call Center Processes – Employee Relations – Change Management

WALMART CORPORATE HEADQUARTERS 2019 – Present

Senior Manager II

Oversee global outsourcing efforts for the organization’s Enterprise Business Services division.

Implement project management methodology.

Responsible for all program transition executive activities across multiple workstreams.

Consult on project management, digital technology, IT, staffing, contact center optimization, change management, human resources, training, and risk management/mitigation.

Liaise with key project stakeholders.

Track, analyze and report project status.

INSIGHT GLOBAL CONSULTING -Walmart

Senior Consultant 2019 to 2019

Global Implementation and Transition Leader

Provide consulting services for the retail industry’s global financial services sector.

Supporting the largest retail companies globally

Oversee global outsourcing efforts for the organization’s financial services division.

Implement project management methodology.

Responsible for all program transition executive activities across multiple workstreams.

Consult on project management, digital technology, IT, staffing, contact center optimization, change management, human resources, training, and risk management/mitigation.

Liaise with key project stakeholders.

Track, analyze and report project status.

CONSULTING – Amazon 2019- 2019

Support new product implementation

Oversee global distribution efforts

Lead process improvement initiatives for the “Last Mile” project.

CDI/EDGEROCK TECHNOLOGY CONSULTING 2017 to 2018

Workplace Solutions Leader/ Business Process Outsourcing IT

Managed multiple IT professional service desks, access and audit desk, as well as desk side support in Arizona, West Virginia and Minnesota for a major financial services organization.

Lead an IT professional staff of over 120 domestic team members, serving over 10,000 financial planners throughout the United States.

Responsible for tracking and delivering all contractual terms, including service level achievement, compliance, and adherence to a governance model.

P&L oversight for the company’s largest account.

Continuous service improvements identified and implemented to meet our service level agreements.

Continue to motivate and mentor employees through regular trainings, communications and goal planning sessions.

Successfully predicted and communicated resource constraints and manage resource planning to provide cost effective, yet excellent service to our client.

Xerox/Conduent, Tempe, AZ 2014 to 2017

AVP of Global Business Process Outsourcing Staffing/Operations

Focus on providing outsourcing staffing services for multiple mid to large scale clients within the retail, travel, financial institutions, healthcare, IT, and telecommunications industries within the U.S., Philippines, Jamaica, Mexico, Guatemala, and the Dominican Republic.

Led and developed a team of 100+ staffing leaders and recruiters throughout the world.

Delivered consultation and leadership regarding complex staffing issues, training program enhancements, and overall contact center attrition plans.

Streamlined organization by developing methods and procedures for compiling, analyzing, and reporting data for site selection globally.

Optimized talent acquisition processes, which encompassed automation, improvements to language assessment programs, and candidate profile refinements.

Improved vendor relations and metrics through targeted planning, collaboration, analysis and negotiation.

Championed the global marketing and public relations strategy to increase brand awareness in offshore markets, which aided in exceeding contact center hiring goals throughout Latin America and Jamaica by 20%.

TeleTech, Tempe, AZ 2012 to 2014

Vice President of Program Sales & Operations

Catered to the needs of 8 business process outsourcing clients with a combined revenue of $120M+. Led and inspired 300 global sales representatives, program managers, and sales directors in the United States, Manila, and New Zealand to attain set business goals. Oversaw the design of global strategies, business plans, and organizational structures. Cross sold and up sold initiatives to new and existing client base that yielded $1M in account revenue in the first 90-day period.

Improved the quality of service delivery by aligning operational best practices with a sound sales methodology and customer service principles to institute a customer service standard for all employees.

Supported the Sales Force Education Program to increase the productivity of all outbound sales agents, which produced employee satisfaction, retention, and increased sales.

Exceeded the service level expectations through targeted strategic planning.

Organized mid to large scale incentive /reward meetings globally

Responsible for contract negotiations, implementations and terminations.

Xerox, Tempe, AZ 2005 to 2012

Divisional Vice President/Vice President of Service Delivery & Operations

Directed a global employee group of 75 customer service representatives, supervisors, trainers, and project managers to overhaul intricate activities. Oversaw global service center operations and a human resource call center in Arizona, Jamaica, and Manila serving 75K+ employees that consistently exceeded service levels.

Career Highlights:

Served in the capacity of an Implementation Executive for the BPO of customer service centers for a wireless service provider throughout the U.S.

Supported the contract negotiations and transition of financial service payroll and benefits customer service organization in Singapore 2011.

Contributed to the acquisition of a human resource relocation and assignment service business, including facility transition and preparedness, employee transition, technology readiness, global communication, and branding support.

Responsible for the oversight of the P&L for a Tempe, AZ based human resource call center, and a Jamaica operations center which led to exceeding revenue goals by 30%.

Responsible for employee and leadership corporate rewards and incentives trips and events.

Successfully transitioned a U.S. based service call center to the Philippines on-time and within budget.

Divisional Vice President of Operations (Xerox)

Supervised payroll processing in Scotland, France, Germany, and Israel. Oversaw front-end and back-end transactional process services throughout Asia Pacific. Managed the talent within US, European, and Asia Pacific call center operations. Remained globally accountable for $25M+ in account revenue. Provided project oversight and support as a key liaison between senior leadership and the recruiting, payroll, relocation, HR call center, and data operations (U.S., Jamaica, and Malaysia) towers. Retained oversight of the project management organization to confirm successful integration and transition of new technology and acquisitions while managing offshore strategies.

Career Highlights:

Consistently met 100% of client service level agreements and payroll processing accuracy.

Exercised creativity to provide client groups the creative solutions needed to streamline specific processes.

SBU Director/SBU Manager (Xerox)

Governed P&L for Tempe, AZ based call center and benefits, as well as Jamaica operations center. Responsible for the Tempe, AZ and Montego Bay, Jamaica, payroll call center, human resource call center, benefits, membership services, and data operations functions servicing 40K domestic employees. Supervised data operations and HR call center in Arizona, Jamaica, and Malaysia.

Career Highlights:

Revitalized an underperforming offshored data operations department by implementing action-based compensation, training programs, and automated quality tracking, which improved revenue by 60%.

Career Notes

PacificCare Health Systems, Phoenix, AZ 2000 to 2005

Director, Operations – Enterprise Wide Initiatives (2000 to 2005)

University of Phoenix, Phoenix, AZ 2010 to 2017

Adjunct Faculty – Project Management

Taught online Project Management courses for 20-30 students every 5-weeks. Developed curriculum and evaluated student progress. Certified yoga and art therapy instructor.

Education

Master of Business Administration – Keller Graduate School of Management

Bachelor of Science – Arizona State University

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