Operations Program Manager/Program Manager/Operations Manager

Eric Schwager

Address: **** ******* ******, ***** *****, California 95051

Phone: 408-***-****

E-mail: ****@********.***

OPERATIONS PROGRAM MANAGER

Accomplished, intuitive, and broadly experienced professional, with more than 15 years of experience in business analysis, program development, and general management. Demonstrated leadership and vision in managing major projects and initiatives.

Proficient in motivating staff toward accomplishing goals. Possesses strengths in driving profit growth and organizational-wide operations development. Change initiator, effective liaison, and consistent achiever with great skills in identifying opportunities and developing systematic solutions for process improvement.

Multilingual; fluent in English and Spanish with working knowledge of French.

AREAS OF EXPERTISE

Business/Operations Administration

Program/Project Management

Business Analysis

Business Process Optimization

System Enhancement and Implementation

Issue Identification and Resolution

Leadership, Mentoring, and Team Building

Communication and Interpersonal Skills

Technical Skills: MS Word, MS Excel (power user), MS PowerPoint, MS Project; basic SQL, Business Objects, Confluence Wiki, WordPress

PROFESSIONAL EXPERIENCE

CISCO SYSTEMS ~ San Jose, CA

Business Operations Manager, Global Sales Operations, Transaction Shared Services 2009–Present

Successfully manage 10 direct reports who comprise two different teams, and a $900K yearly headcount budget. Oversee daily business operations, serve as escalation point for critical issues, drive improvement projects for greater efficiencies, provide strategic direction for the team, and manage vendors. Establish and maintain positive relationships with business partners. Play a part of the New Year Readiness Implementation project team for Cisco’s Global Sales Organization.

Major Contributions:

- Delivered exemplary performance in driving the definition and documentation of processes, service level agreements, metrics, and calendar of deliverables

- Developed team wiki to serve as internal team platform and provide transparency to business partners

- Turned around work quality and morale of low-performing team; re-established trust and credibility in the team’s deliverables; and successfully managed team to drive down case backlog from nine months to two weeks

- Provided content for the weekly newsletter updating executive management on the status of the new year readiness project, and served as the project manager for the sales briefing package delivered to the 16,000 member sales force

- Worked closely with theater and functional track leads to define and track milestones and metrics against project plan for a set of identified quick win opportunities relating to new year readiness; worked with IT and with track leads to assemble key data measuring operational activity for executive readout

Program Manager, Global Sales Operations, Worldwide Sales Enablement 2007–2009

Demonstrated thoroughness in coordinating, collecting, packaging, and delivering business intelligence metrics and analysis to executive audience covering the performance of specific sales training programs.

Major Contributions:

- Managed the preparation of quarterly executive-facing business intelligence metrics packages

- Worked closely with IT partners in developing automated reporting dashboard

- Developed and delivered weekly reporting package for Quickstart and Mastering Communications Using Rich Media training programs, designed to train the worldwide sales force on selling specific technologies and improving communication skills

- Managed team’s engagement with business partners in Customer Advocacy to replicate successful reporting model

Business Intelligence Analyst, Customer Advocacy, Services Entitlement

(through Bay Area TechWorkers) 2004–2007

Applied expertise in business intelligence to prevent revenue leakage from providing technical service and hardware returns to customers that were not entitled to receive these services.

Major Contributions:

- Took a primary role on several project teams designed to improve business processes that were potentially exposing Cisco to losses; Worked with program managers to define and collect metrics packages that would best measure success of their project against defined goals

- Defined and documented to-be entitlement logic based on data provided, partner type, and contract type

Project Manager / Business Analyst, Customer Service 2002–2004

Planned transition of pricing systems to new ERP foundation and delivered business process improvements as part of enterprise-wide initiative to implement Oracle 11i ERP.

Major Contributions:

- Documented broad range of inter-dependent, cross-functional business processes and system flows related to pricing, and made recommendations for improvement

- Organized and facilitated meetings with large stakeholder group representing Cisco’s country finance teams, functional groups, and globally impacted operations personnel to gather and validate business user requirements and pain points

- Developed a plan to streamline the process for maintaining country and channel price lists by reducing the number of pricing factors and simplifying the pricing hierarchy. Functional requirements proposed would allow Cisco to continue using its current pricing and discounting models while also enabling the company to leverage new models on updated ERP platform

Project Manager, Customer Service, Internet Commerce Operations 2000–2002

Rendered efficient service in leading six-person project team in successful “Auto-booking” project to increase the rate at which new electronic orders are booked into Oracle ERP without manual intervention. Also served as business owner of Cisco’s Internet Commerce rules engine.

Major Contribution:

- Analyzed root causes of booking failures and identified potential solutions by partnering with IT and various functional business groups

- Led stakeholders in gathering and refining requirements for updated and more efficient system rules that better reflected contemporary business policies and supported new program initiatives

- Prioritized initiatives and established overall project goals, timelines, and budgets through efficient completion of pareto analysis and cost-benefit analysis each quarter

- Met and exceeded stretch goals including:

- Reduced the total amount of manual order cleanup work required by 75%

- Reduced the number of orders that require manual intervention, the cycle time to clean up these orders, and the resolution cost per order by 50%

- Produced cost savings of $4 million from headcount reallocation and headcount reduction

EARLIER EXPERIENCE

Marketing Intelligence Analyst ~ HYPERFORMIX ~ Austin, TX 1999

Legislative Assistant ~ U.S. HOUSE OF REPRESENTATIVES ~ Washington, DC 1997–1998

Staff Assistant / Technology Aide ~ U.S. SENATE ~ Washington, DC 1996–1997

EDUCATION

Master of Business Administration in Information Management (MBA) ~ 2000

MCCOMBS SCHOOL OF BUSINESS, UNIVERSITY OF TEXAS AT AUSTIN ~ Austin, TX

Bachelor of Science in Foreign Service (BSFS) ~ 1994

With Concentration in Science, Technology, and International Affairs

GEORGETOWN UNIVERSITY, SCHOOL OF FOREIGN SERVICE ~ Washington, DC

CREDENTIALS

Master’s Certificate in Project Management, George Washington University ~ 2004

PROFESSIONAL AFFILIATIONS

Silicon Valley American Marketing Association (SVAMA)

Project Management Institute (PMI), Silicon Valley

ACTIVITIES

San Jose Real Estate Investors Association ~ 2008- Present

Former Board Member, Conexion, Cisco Employee Resource Group for Latino Employees ~ 2009-2011

Former Vice President, National Society of Hispanic MBAs (NSHMBA), San Jose Chapter ~ 2006-2009

Leadership Santa Clara ~ 2005

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