IT AND OPERATIONS EXECUTIVE
Strategic executive with a history of improving organizations and taking them to the next level of success. Specialize in new product innovation and operational and organizational efficiencies.
History of balancing a people-oriented leadership style with data-driven, business operations aptitude. Recognized by partners, peers, vendors and staff as a focused leader and team player who continually exceeds expectations and improves overall business function. Track record of excellence in fast-paced, mission-critical situations. SKILLS & EXPERTISE
Supply Chain/Warehouse Management
Problem & Service Level Management
Contact Center Applications
Training Tools Design & Development
Extensive Retail Knowledge
M&A Change Management
SDLC and Agile Delivery
CONSENSUS CORPORATION (a subsidiary of Target Corp.) Senior Vice President: Retail and Technology Operations Jan 2013 – May 2019
Consensus (formerly Let’s Talk) was a struggling company when its technology assets were acquired by Brightstar. I was recruited by the CEO to design a turnaround strategy and grow new business. In the first 24 months, modified processes and capabilities in the areas of Support, Product, Infrastructure, and Information Security, which allowed Consensus to sell its services to Target and Apple. The improvements were so successful that Target acquired the company. Product Management and Innovation:
Increased Black Friday sales thru-put 36% by establishing strategy to migrate core applications to a handheld device. Improved Net Promotor Score 50% by implementing in-store customer-queuing application to enhance guest experience. System was used over 100K times by Target guests during the four-day peak season.
Spearheaded and maintained the Support and Communication Tool used by over 5,000 Target Team Members and a third-party labor force. Decreased support calls and increased awareness of technology and operational changes in the field. Established a new Consensus team and created new support model for DermStore, a Target subsidiary. Decreased costs by 30% and hit SLAs within 5 days for the first time in over a year.
Directed overall, multi-year Target Mobile Black Friday preparation and support, training and communication plan for Support Center, IT, Product, Engineering, Store Operations, Merchandising and third-party in-store labor force. Realized year-over-year sales increase every holiday season. Annually planned training and staff increase implementation to triple the size of back-office support team.
Managed the deployment and migration to a cloud-based call center application to handle up to 40,000 contacts per day across all supported programs. Decreased operating costs 30% and significantly improved stability.
Oversaw design, construction and IT infrastructure of a new 23,000 square foot office facility. Created a positive work environment capable of scaling for additional clients and peak season business needs.
Onboarded third-party organization to provide 24/7 Network and Security Operations Center for proactive monitoring, alerting and resolution. Implementation resulted in 100% successful SOX audits performed by External Audit. Managed migration of all store and corporate systems from metal-based datacenter to Amazon Web Services. Decreased total cost of ownership and allowed for quick scaling for sales surges.
Maintained 100% up-time and a zero-breach security environment for one of the most complex transactions containing customer PII data for Target. Achieved delivery for all infrastructure and strict security requirements to enable dedicated platform integration with Apple’s in-store POS system to activate all phones on Sprint network.
Built new DevOps organization responsible for infrastructure development for cloud-based, Omni-channel POS and phone activation application. Aligned team to support industry standard methodologies and Agile delivery.
eRECYCLINGCORPS / FLIPSWAP INC. (Now Hyla Mobile)
Vice President: Program Management
Jan 2010 – Jan 2013
Moved company from start-up phase to growth by enhancing product features and selling capabilities into multiple carriers and big box organizations. Expansion and new contracts attracted Kleiner Perkins to invest and merge company with another strategic partner. Served as General Manager for AT&T trade-in business. Organized cross-functional deployment for both companies resulting in on time and on budget delivery for complex roll-out across all AT&T stores. Established ongoing daily operations for support, KPI reporting and continuous feature delivery. Managed IT Delivery, Customer Support, and User Experience teams. Driving delivery of complex projects across multiple organizations. Executed Business Development efforts, including sales and contract negotiations to grow company portfolio. Resulted in contract wins across multiple large organizations. Directed the overall program delivery of a multi-category trade-in platform used by Best Buy Canada, Sprint, and others to power the product trade-in and reverse logistics supply chain programs. How consumers purchase phones today was shaped by this new capability. Program manager for Tesco in-store mobile phone trade-in application delivery. Managed IT Implementation, Change Management, Warehouse Operations, and Store Training activities. The program resulted in Europe’s first big box retailer to roll-out a trade-in program leading to a competitive advantage and increased repeat buyers. Managed full contract-to-implementation for POS Integrated Trade-In applications through iQMetrix for AT&T, Verizon and Telus. Resulted in incremental revenue for all parties and increased customer satisfaction.
Senior Manager: Business Development
Feb 2008 – Dec 2009
Directed all global sales and project execution.
Drove new business acquisition and ongoing account management of strategic partners including Verizon, Best Buy, T-Mobile and CNET. Increased overall company revenue by 30%. Coordinated the efforts for a complete web redesign for all Handango storefronts in France, Germany, Spain and the United Kingdom, which contributed to an improved conversion rate. Performed revenue data analysis for budget, trending, and forecasting all Channel Business. Channel Business experienced highest level of profitability. Managed overall delivery aspects for a newly developed product that distributed smartphone applications via SD memory cards in Best Buy retail stores. Increased cart size and units per transaction in Mobile Department. Directed internal Content, IT, Marketing and Design teams. Managed external activities of Kingston Technologies, Migo Software and Best Buy to ensure successful implementation and go-to-market strategy. EDUCATION & TRAININGS
Trinity University, San Antonio, TX
RELATED PROFESSIONAL SERVICE
Consulting Manager: Retail/Consumer and Industrial Products (Best Buy) GAP INC.
IT Senior Manager: Strategic Portfolio Management
IT Senior Manager: Global Store Technology
IT Manager: Global Store Technology
Program Manager: Information Technology Operations Business Analyst: POS Testing & Software Distribution Senior IT Analyst: POS Testing & Software Distribution Supervisor: Store Support
ACCOMPLISHMENTS / ACTIVITIES
Board Member - Flowhub
Gap Inc. President’s Award
Four-time Gap Inc. “Information Technology Exceed Award” winner
“Escape from Alcatraz Triathlon Finisher
Handango “Passion for Owning It” Award