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Manager Service

Raleigh, NC
February 21, 2020

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Rosanna Hurst

**** ****** ***** *****, *******, NC 27615

Phone: 919-***-****, E-Mail:

Director – HPES Operations / Account Manager

An accomplished, self-driven professional with over twenty years of experience and a field-tested veteran with an in depth comprehensive prowess in Directorial roles, HPES Operations, and Account Management procured over the years by undertaking multiple high-challenging tasks in the industry. Excellent in pitching ideas and sales, with proven leadership skills to accelerate metrics of any professional undertaking. Skilled in leadership, operations, business development, and account delivery management; an exemplary leader in E2E Technical Service Delivery and Operations Management achieving and exceeding revenue, profit, and business growth objectives. Top producer with a distinguished track record in leadership, customer service, and client relationship management. Proven as a strategist for coming up with lucrative and creative solutions for enhancing performance, notable for undertaking multiple spectrums of tasks in the interest of the growth of any given role. Leading teams to find new opportunities and seek ways to improve processes and products to increase revenue, profitability, and elevate the customer experience. Cogent conversationalist with excellent presentation and interpersonal skills; highly efficient at grasping and implementing concepts quickly.

~ Successfully managed the Global Claims Model Office (MO) portfolio and Global Digital Agency Programs ($100M+ across 23 programs and 14 countries) ~

~ Encompassed International program governance / oversight that redesigned operational model by introducing new business processes and technology capabilities which proved successful for the Company short and long-term with over $150M in revenue ~

~ Advised senior management and Clients on the development of strategic planning while focused on current state. Effectively developed future state solutions and executed on the most impactful changes by drawing on the team's wealth of expertise in driving proven solutions, new ideas, and value ~

~ Managed HP relationship with federal customers such as US Postal Service, NASA and ATF ($100M+ across 3 agencies) ~

~ Responsible for enterprise organizations exceeding 500 employees delivering excellence to federal customers ~

Skill Areas: w Leadership w Team Building/Training w Strategic Market Planning w Account Management w Operations Management w Business Development w Infrastructure & Telecommunications w Process Analysis and Development w Financial Management w Cost Modeling/Estimating w Vendor Management w Resource Management w Program Management w Security Consultancy w Competitive Analysis w Risk Management w System Development Life Cycle w Strong Interpersonal Skills w Analytical Skills w Client Relationship Management wTeam Management w


MetLife (Jun 2015 – Aug 2019)

Global Technology and Operations (GTO) Director

Full responsibility for the entire Global Claims portfolio, inclusive of multiple programs and related projects and worked closely with company owners to advance company objectives within the territory such as commencing new businesses by building new locations and increasing the product footprint within each salon

Led the adoption and implementation of DevOps

Participated in the DevOps Community of Practice

Partnered with senior business leadership and IT communities to prioritize programs and projects to achieve the goals of the Enterprise

Communicated with senior management (VPs and Sr. VPs) regarding Claims Model Office and Mexico Digital Agency Model office as well as Program status (P/L)

Drove strategic direction and priorities for the Claims Model Office worldwide

Engaged Global CIOs, Global Management, Customers and other Program stakeholders to ensure continued alignment with organization/program objectives

Directed the teams of Directors, Program and Project Managers for implementation of MetLife strategic programs globally

Oversaw various highly complex Global programs and coordinated the management of multiple related work streams and projects

Provided oversight and worked with Global Leaders and their teams to monitor cost, schedule, and technical performance of projects while working to ensure the ultimate success of the program

Leveraged industry expertise to develop and implement program guidance

Assembled program & project teams, assigned individual responsibilities and identified resources needed

Implemented Risk Management programs to ensure that all risks are identified and appropriately mitigated

Improved team performance by building team cohesiveness, leading, mentoring, and training and motivating to facilitate cooperation, ensure efficiency and boost morale

Hewlett Packard (Sep 2014 – Jun 2015)

PMO and Deputy Account Manager

Acted as a key advisor to senior management on the development of overall policies and long-term goals of the organization

Led the Project Management Office with direct supervision of the Program and Project Managers in the organization

Led Postal Account team to include the HP Leadership and 500+ employees

Planned, managed and monitored high-end operational/tactical activities of Staff

Planned and directed the delivery of contracted business activities throughout the contract’s lifecycle

Accountable for the financial performance of the contract – in terms of Revenue / Margin and Growth potential on the portfolio of contracts

Accountable for customer satisfaction with respect to annuity or outsourcing services

Established yearly budgets and control expenses to achieve financial goals

Directed solution, operational service, partner, and sub-contractor teams that deliver services to the customer

Pro-actively contributed to the customer’s business improvement, planning and budgeting process

Developed strategies and processes with the customer in areas such as performance metrics, escalation change management and communication

Maintained effective communication with and between all functional areas of the account team, as well as with HP at large including its executive leaders

Established and oversee a client governance structure that comprises comprehensive, coherent processes and communications between customer, HP, service providers, and partners.

Hewlett Packard (Aug 2011 – Aug 2014)

Account Operations and Infrastructure Manager

Responsible for the HPES Operations and Infrastructure Group supporting the US Postal Service

Coached and counseled Leaders to translate customer and organizational objectives and critical success factors into actionable business, organizational and technology strategies

Ensured the design and development of integrated business/engineering systems and products to support the achievement of the customer’s and HPs’ business goals

Participated in HP and customer business planning process

Provided HP Program Management and Client Relations while managing various accounts and leading an organization

Managed the deployment of WebEx system for the US Postal Service

Hewlett Packard (Jan 2009 – Aug 2011)

Account Delivery and Operations Manager

Accountable for managing the Client relationship, HP Employees, Agency Contractors, Suppliers and Projects in support of the United States Postal Service

Managed the Tier 3 Operations team that provides SME application and network infrastructure support to USPS NetOps Portfolio

Managed the Wireless, LAN, Software and Network Engineering teams supporting USPS Telecommunications

Liaison between Postal and HP Management for IT, Security and Telecom issues

Provided IT project management, client management, vendor management, people management, and technical expertise

Formulated contingency plans to address schedule revisions, workforce adjustments, fund allocations, and work requirements

Coached and mentored employees managed the FPR process and team performance

Monitored and ensured organizational goals and contractual commitments are met (e.g., budget/cost, service availability, responses, reports)

EDS/ Hewlett Packard (May 2005 – Jan 2009)

Account Operations and Information Security Account Manager

Planned, directed, and coordinated organizational/tactical activities of individuals responsible for conceptualizing, designing, constructing, testing/implementing business and technical information technology solutions

Ensured the design and development of integrated business/engineering systems and products to support the achievement of the customer’s and HP’s business goals

Identified and assembled the appropriate blend of talent and additional resources to meet customer needs and requirements

Coached and counseled team members to translate customer and organizational objectives and critical success factors into actionable business, organizational and technology strategies

Managed the Tier 3 Operations and Telecom Services staff delivering Project Management, Wireless/LAN Engineering, Network, Infrastructure, Application Support, Software Engineering, and Technical Writing support


Bachelor of Arts in Spanish History/Literature

North Carolina State University, Raleigh, North Carolina

Safe Agility Certified – 01/2019

PMP and ITIL Certifications - Pursuing

Technical Skills: Microsoft Office Suite, Visio, Excel, SharePoint, Project, Word, Office 360, Clarity, Service Now, Salesforce


Project Management Institute Member

North Carolina Technology Association (NCTA) Member

National Association of Professional Women

Security Clearances:

United States Postal Service (USPS) – Sensitive Data Management and Access Clearance

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