Manager
Resume:
QUALIFICATIONS
Accomplished Manager with significant experience in customer relations and problem-solving within the Printing industry. Highly skilled in team leadership and adaptable to change. Proven facilitator and process improvement expert.
PROFESSIONAL EXPERIENCE
HCL America
Program Manager - ETH Governance / Workforce Analytics April 2019 – March 2020
Lead Exception to Hire process governance across North American Delivery Organization as a sub-contractor of Xerox. Responsible for human resource and technical support provided NAO Delivery Organization in the achievement of Labor Mix and Expense targets. Development and administration of staffing and recruiting programs and tools. Supervisory experience by leading team of 3 Nearshore resources to eliminate current deficiencies in data availability and staff utilization Develop customized organization-wide multi-dimensional workforce reporting Process Standardization/optimization. Focus use of Analytical Skills in Forecasting/succession planning for Xerox North America. Supporting 23 sales and service operations VPs.
Xerox Corporation
Program Manager – Sourcing Strategy & Recruiting Jan 2015 – Mar 2019
Enable Recruitment Life Cycle Management / Ownership. Integrate the provisioning process into each operation and develop organizational confidence/knowledge. Lead Process Standardization / Documentation / Communication for current internal/external employees while building future strategies to constantly improve Xerox Technical Services. Lead a Project Plans team to build Service Improvement / Performance Metrics processes for both internal and external staffing needs. Created and maintain Recruitment worksite, process approvals / rejections / clarification. Supported my organization by running the New Hire Orientation program. Including training on benefits administration and payroll process. I lead courses on Interpersonal Communication and Building Strong relationships with both internal and external customers. Developing Service-Level Agreements (SLA) with our contract labor partners (Randstad, CTC,). Development and administration of staffing and recruiting programs and tools. Lead Nearshore resources to eliminate current deficiencies in data availability and staff utilization. Supervisory experience by leading team of 3 Nearshore resources to eliminate current deficiencies in data availability and staff utilization Develop customized organization-wide multi-dimensional workforce reporting Process Standardization/optimization
Technical Escalation Manager Nov 2013 – Dec 2014
The Technical Escalation Manager is responsible for all product launch introductions, product support escalations, and Delivery Performance within the Technical Service Organization. The TEM is responsible for the identification of product reliability, Quality Control call duration, and parts expenditure opportunities, and to deploy product specialist resources to ensure product expectations are achieved. Provide line management direction and support to a geographically dispersed team of product specialists. Establishes a product technical support strategy for our customers to ensure prompt problem resolution. Ensures engineering hotline services are utilized appropriately as a field resource. Monitors Identical Replacements to identify product performance or technical support shortfalls. Establishes strategy to remedy. Develop strategies for ongoing technical development of product specialists to ensure workforce preparedness for future technologies. Interfaces with 1st Line MGR to identify customer satisfaction or product performance issues with Xerox equipment and services. Supports team refinement of equipment maintenance practices, retrofits, and equipment revision levels.
Manager Technical Solutions and Support, MTSS Jun 2012 – Oct 2013
Team Management experience through the leadership of a team of 43 Systems Analysts supporting all Xerox North American customers. Achieve Professional Services revenue plan, profit, and expense objectives.
Develop and deploy effective field coverage plans and engagement processes for the Systems Analyst teams to enable sufficient pre-sales and implementation support for the Sales channels and clients. Develop and sustain a high-performance support team through continuous improvement, hiring, on-boarding, development, coaching, and motivation of team members. Ensure consistent, closed-loop, and timely delivery of client services enabled knowledgeable, skilled, well-prepared team members. Interpret and communicate Xerox corporate and local direction, strategies, actions, and expectations. Achieve client satisfaction objectives through ensuring consistent client communications process discipline of team members, effective and timely resolution of client problem escalations, and engaging client relationships, as appropriate. Assesses and analyzes team performance, identifies performance gaps, and provides feedback and coaching. Work collaboratively across the organization (Sales channels, Service, Marketing, etc.)
Program Manager, iGen3 Command Center September 2005 - June 2012
Developed and lead the program to identify technical problems with hardware and software applications using daily field service reports and to facilitate the development and implementation of action plans with local service organizations and engineering teams. Continue to monitor the situation for 5 business days, ensuring the resolution of iGen3 problems. Our system was completely web-based, accessible all over the global. I wrote and implemented process flow mechanism that eliminated the possibility of incorrect personnel deployment to customer site, increasing customer satisfaction. Coordinated Xerox resources and activities resolving customer problems expeditiously. The program saves Xerox $1.8 million in reduced travel expenses by facilitating web and phone conferences with local service personnel versus sending Rochester personnel to the customer site. Responsible for Risk Management and facilitating solutions for over 2000 machines nationwide.
Senior Printing Systems Analyst March 1993 – September 2005
Administered network and application support to internal and external customers accomplished via phone support, webcasting, and on-site visits. Responsible for coordinating quarterly 3-day training sessions for team members that corresponded to new software releases. As a training facilitator, I conducted a Day-1 training module. Improved organizational productivity by an average of 55% through process development. Converted hand-tabulated call center data from mainframe into computer-based spreadsheets. Designed and maintained an employee performance database that provided management with the ability to statically measure employee performance. Employee satisfaction with management rose 80% on the annual survey as a direct result of this tool. Created and implemented a product knowledge course designed to increase employee's ability to solve copier hardware and software problems, which lead to a 37% decrease is service calls placed. Leader of Quality Improvement Group responsible for the development of employee job satisfaction criteria. Revisions of the office policies led to a 24% gain in full and part-time employee retention
EDUCATION
Otterbein College, Westerville, OH
Working on a B.S., Business Administration/Finance
Minor in Marketing
Graduation June 2021
SKILLS
Highly proficient in Microsoft Office Suite, Adobe Acrobat, and Photoshop, Visio
Six-Sigma Green Belt
REFERENCES
Cheryl Washington
Xerox Vice President Southeast Operations
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Sanobia Watkins
Xerox Vice President Midwest Operations
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Steve Young
Xerox Vice President Midsouth Operations
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