Rosanna Hurst
**** ****** ***** *****, *******, NC 27615
Phone: 919-***-****, E-Mail: adbwtq@r.postjobfree.com
https://www.linkedin.com/in/rosie-hurst-60873b/
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
PROFESSIONAL EXPERIENCE
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
PROFESSIONAL DEVELOPMENT & CREDENTIALS
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
Affiliations:
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