Helene Delgado

www.linkedin.com/in/helenedelgado ad4ujw@r.postjobfree.com 919-***-****

Business Operations Manager

Project Coordination Analytical Skills Web Applications Project Planning Business Services Team Leadership

PROFESSIONAL SUMMARY

Accomplished Business Operations Manager with deep experience in delivering projects and overseeing programs while successfully leading on-site, remote, and global teams in the technology industry. Renowned for exceptional 'big picture' evaluation and analysis skills, facilitating rapid decision-making and execution planning.

Outstanding relationship management and problem solving skills with expertise in building strong and self-directed teams to consistently deliver results and meet/exceed metrics.

Decisive leader with a proven ability to ignite high-performance teams and transform organizations, bringing a tenacious, business-minded approach to driving and achieving company objectives.

Possess exceptional communication skills, guiding teams by clearly mapping out the practical steps for success.

Leadership experience to thrive in deadline-driven environments and leverage strong analytical skills to solve problems and deliver on-time, on-budget results in 90% of projects.

Well established track record of leading through change and achieving goals in reverse logistics operations.

AREAS OF EXPERTISE

Project Management

Team Building

Strategic Planning

Agile Methodologies

Vendor Management

Project Execution

Relationship Management

Problem-Solving Abilities

Logistics Operations

Process Efficiencies

Process Improvement

Executive Collaboration

Customer Support

Territory Management

Audit Compliance

WORK EXPERIENCE

Americas Asset Recovery Lead 2019 – Present

Cisco – Remote

Manage Asset Recovery vendor and lead the comprehensive Asset Recovery Relationship Management Program. Oversee vendor performance, ensuring seamless operations and maintaining a strategic focus on asset recovery within America.

Maintain a rigorous approach to performance management by consistently ensuring the achievement of monthly Key Performance Indicators (KPIs). Actively drive continuous improvement through a structured regimen of training, coaching, and mentoring for both internal and vendor resources, optimizing asset recovery outcomes.

Track and resolve performance issues with vendor resources and system tools. Effectively implement corrective measures and leveraging troubleshooting skills to maintain the highest standards of vendor performance.

Accomplishments

Rapidly transformed customer engagement program into a collaborative asset recovery engagement (CARE), overcoming perpetual account support challenges.

oSuccessfully split agent headcount, reducing customer support agents by 2 and adding 2 agents to Asset Recovery Optimization program. Increased operational efficiency and adaptability to resource constraints.

oAchieved greater scalability, fostering collaboration with Territory Managers and Account Teams, which resulted in improved visibility into account activities impacting invoice activities and recovery operations.

Spearheaded the creation of a robust global invoicing program, originating from a successful pilot in the Americas.

oPartnered with stakeholders and established operational ties with Compliance to audit non-compliant parties, leading to collection of $40M in gear and $3M in purchase orders as payment for non-returns.

oIssued 169 Proformas (invoice quotes), showcasing impact on revenue recovery and policy enforcement.

Orchestrated the successful execution of the RMA Policy Enforcement program, surpassing the 80% recovery 30-day return metric. Absorbed additional workload, ensuring enforcement initiative's success while maintaining goals.

oConducted insightful analysis and led educational sessions with Account Teams, promoting awareness of the Asset Recovery process and optimal return practices. Implemented a proactive approach by providing information on alternative paid programs, encouraging customers to opt for invoicing instead of return.

Global Asset Recovery Program Manager 2017 – 2019

TEKsystems at Cisco – RTP, NC

Led global initiatives in conjunction with a 3-5 year asset recovery roadmap; reduced regional variation and increased customer satisfaction by developing a standardized global workflow process that was 80% aligned across five regions.

Successfully achieved cost avoidance of $2.6M by effectively implementing strategies to reduce round trip volumes leading to a decrease in logistic and overhead costs and an increase in meeting delivery service level agreements.

Spearheaded efforts to achieve an 80% alignment in RMA cycle workflow across four diverse theaters, mitigating the challenges posed by inconsistent objectives. Implemented strategic work sessions to foster consensus, successfully globalized email communications, and revamped customer return instructions in replacement boxes.

oStreamlined process aligning with the unified Cisco approach to Asset Recovery, ensuring consistent service levels and maximizing value recovered, while also delivering cohesive messaging to customers.

Surmounted the challenge of dangerously low G1 TP unit inventory levels, despite their EOL status with two years of remaining support. Collaborated seamlessly with Global Planning, Unified Communications teams, and WPR to align efforts, implementing daily monitoring of installation activities to prevent premature scrapping of legacy units.

oSkillfully managed equipment returns in coordination with on-site teams, surpassing quarterly goals by returning 100% of required Telepresence units to local depots at an impressive 25% below budget.

Project Manager 2016 – 2017

CTG at Lenovo – Morrisville, NC

Provided diversified, comprehensive execution management solutions and oversaw project budgets, drove timeliness and efficiencies across global teams on multiple projects, facilitated project status meetings, and communicated updates.

Transformed sales training project management by implementing a dynamic Smartsheet-based course development plan, establishing standardized templates for numerous projects, and generating reports for real-time visibility. Achieved heightened efficiencies, streamlined prioritization, and provided comprehensive dashboard summaries.

Program Coordinator 2015 – 2016

Nuvotronics – Durham, NC

Served as team leader on bids and proposals and provided preparation and documentation to meet all requirements.

Oversaw project teams and facilitated meetings to guarantee cost, schedules, and performance goals were met.

Drove project management from inception to implementation, aligning goals with actionable success mapping.

Technical Project Manager 2014 – 2015

Securus Technologies, Inc. – Denver, CO

Provided on-the-job training to junior project managers while managing high-volume IVR and SaaS projects simultaneously.

Reduced project delivery time 50% by developing a Project Management Office framework to systemize processes.

Identified underperforming applications and enhanced client engagement to improve future outcomes.

Project Manager 2012 – 2013

Pinnacol Assurance – Denver, CO

Developed strong multi-departmental relationships to effectively coordinate and execute projects, ensuring business value.

Led transformation of the Safety Program by resolving problems and removing barriers to completion.

Improved organizational effectiveness by developing and implementing strategic change initiatives.

EDUCATION

Bachelor of Science in Business Administration – N.C. Wesleyan College – Rocky Mount, NC

CERTIFICATIONS

Project Management Professional (PMP: 217319) – The George Washington University, Washington, DC

AWARDS

Technology Super Star and National Women of Color All-Star Award

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