Highlands Ranch, CO 80130
May, 2000 – Present
Senior Program Manager responsible for readiness and sustainability of Service Delivery organization on global ERP system including customer online experience blending business need with IT structure. Product life-cycle activities including request for enhancement process, change request management, remediation, operations management and closing out phased deployments in preparation for subsequent deployments. Partner and consultant relationship management. Situational analysis and corrective action plan creation and implementation. Lead global cross-functional and cross-organizational project teams including leading global governance board determining priorities to meet global service delivery roadmap and redesigning business process to reduce process cycle times. Consistently rated superior (top 20%) on performance reviews for the past seven years and won STARs recognition for top 2% service employees.
Data Steward for Service Contracts to ensure data quality in Oracle 11i ERP globally.
Responsible for determining how to measure data quality and implementing continuous improvement on process and procedure to effect improved data integrity and revenue opportunities.
Project Manager acting as core member of global Service Delivery Team driving Oracle 11i ERP implementation responsible for Services Account Management community ability to transact and manage customers in new ERP system consolidating in excess of 1,500 legacy applications into less than 100 at first deployment. Responsible for solution architecture incorporating business requirements, technical design, creating software test plans, training, user acceptance testing, deployment, management escalations, communication and CAP. Global project management with many cross-cultural, international teams. Managed transition of Service Delivery Transformation project designed to increase customer satisfaction and decrease costs from transformation project to sustaining methodology in the business. Overdelivered cost reductions at $66.3 million vs the target of $56.2 million while increasing customer satisfaction. Led global, cross-organizational team that decreased amount of free service given by 55%.
Business Analyst: Analyzed partner/vendor programs for enhanced predictability and profitability. Process definition and improvement for more accurate and predictive reporting. Established and maintained strong business relationships with partners/vendors ensuring end-user customer satisfaction. Financial accruals and outlooks.
Operations Program Manager: Promoted to Program Manager responsible for focus and alignment of operations to execute on company vision and roadmap objectives. Coordinated new service initiative rollouts. Managed training matrix, course availability, training issues, and strategic partner readiness. Operational reviews, metrics, data analysis, continuous improvement through process and projects. Profitability analysis, project management, budget management, Six Sigma Green Belt, ISO9001 Certified Auditor.
Enterprise Services Account Manager: Account Management included new customer onboarding, process and procedure development and implementation, liaison between field services and solution center, trend analysis, root cause analysis, tracking and coordinating high profile escalations, project management and tracking customer site audits. Built and established relationships with internal teams and internal/external customers, along with customer advocacy within the solution center.
US West Dex
Interactive Audio Consultant
December, 1998 – May, 2000
IVR related project management including new product trials. Software testing and database conversion focal point for Customer Service team. Created, implemented and documented process improvements. Created and maintained positive relationships with audio service customers. Focal point for customer issue escalation, coordinating resolution on behalf of customer. Renewal of existing customer service agreements.
Technical Support Representative/Scheduling and Customer Service Coordinator
February, 1998 – December, 1998 and May, 1995- October 1996
Scheduled and supervised daily operations of 12 member Customer Service team. Managed customer issues through to resolution. Managed all installation and upgrade projects in addition to software updates and releases for broadcast clients. Monitored daily service calls for potential escalation of customer issues to become involved with. Project management. Analyzed, created and documented business processes. 1st Level technical support for PC-based broadcast sales software. Software testing. Coordinating installations and consulting trips for team of 6 technical support representatives.
Solutions Management Coordinator
July, 1997 - February, 1998
1st and 2nd level customer service and 1st level technical support for video and audio conferencing customers and related vendors. Developed and implemented comprehensive, quality customer service process and built core customer service team for Latitude audio conferencing bridge.
Support Agreement Specialist
October, 1996- July,1997
Supported sales efforts of 25+ Customer Engineers in generating and administering support agreements, managing contracts valued in excess of two million annually. Analyzed, created, documented and supervised warranty administration process to focus on client satisfaction issues and drive revenue. Focal point for customer issue escalation, owning problems through to resolution.
Analyzed market research data by gathering, sorting, analyzing and presenting data to create sales strategies and effectively market radio station. Analyzed sales budgets quotas for staff performance measurements and company budget. Managed and marketed to an active database of 50,000+.
B.A. Spanish Barnard College/Columbia University New York NY
MBA In progress Regis University Denver, CO