Operations Manager, Content Analytics

Kelly D. Cowan

*** * **** **** * #**** PHONE: 512-***-****

San Antonio, TX 78232 EMAIL: *************@*****.***

HIGHLIGHTS OF QUALIFICATIONS

Bachelor of Arts, Communications, Texas A&M University – College Station, TX

Leadership Experience – Lead/managed teams at Dell and Rackspace Hosting, people/project/program leader

Channel/Partner Experience – Referral and reseller program

Customer Care Experience – Customer relationship management, created Customer Care/sales engagement model, strategy, QBR’s

Industry Skill-sets - Green Belt Six Sigma Certified, Six Sigma Department Champion, Six Sigma mentor, PmP

International Business Experience – Central/South America, Asia-Pacific/Japan, Australia, Europe, Middle East, & Africa

I/T Experience - Requirements defining, cost and budgeting, Business Requirement Document (BRD) lead, MoSCoW prioritization

Project/Process Improvement Experience – Global Online marketing operations streamlining, store quality, online sales demand

Sales, Sales Operations Experience – Sales enablement, forecasting, metrics reporting, quota tracking, global baselining, analytics

Supply Chain Experience – Product backlog streamlining and optimization, analytics, support

Vendor Management/Services Procurement/Vendor Implementation Experience – PRM (Partner Relationship Management), Learning Management System (LMS), reseller control panel, commissions automation calculator, Content Management Solution (CMS), 3rd part call-center agencies, staffing agencies

Voice Of Customer Experience – Net Promoter Score, Customer Satisfaction survey

EXPERIENCE

Rackspace Hosting, Inc San Antonio, TX

Head of World Wide Channel Sales Operations 2010 - 2011

Primary management of APAC Go-To-Market Partner strategy

Creation and delivery of global sales reporting, standardization, and scaling

Creation and delivery of Executive Weekly Dashboard, sales management dashboard

Drove sales operations efforts that enabled Channel sales to achieve 220% revenue growth from Q1-Q4FY10

Owner of Partner Net Promoter Score (NPS) – worked directly with Fred Reichheld (NPS Founder/Rackspace Board Member) and team on design and planning of Rackspace Partner NPS survey; led process integration process improvement efforts

One Rackspace Partner Program Initiative – Gathered business requirements and worked with executive leadership define the framework, incentives, and unification of all Rackspace partner programs into one

Top 50 Multi-National Partner Network – Created engagement process and sales network for regional channel managers

Drove Salesforce.com partner record clean-up, salesforce.com enhancements

Led procurement efforts of a PRM solution to enable an improved partner and channel sales experience

Defined business requirements and Channel point of contact for SAVO sales enablement tool

People Manager

Defined business requirements for Partner Control Panel, PRM solution, Commissions automation calculator, and LMS solution

Led implementation and deployment process for new content management solution (CMS) – OIC Group

Dell, Inc Round Rock, TX

Global Online Operations – Global Online Marketing Consultant 2007- 2010

Project Management - Optimized marketing/sales operational processes for Latin America resulting in increased product offerings, improved customer experience, reduced op ex, increased sales demand

Project Management - Optimized marketing/sales operational processes and organizational realignment for Asia-Pacific-Japan Marketing organizations using CRM methodologies resulting in $11m in op ex for initial year savings, increased sales demand

Project Management - Implemented site auditing controls for all of Dell’s Global Online Operations teams

Streamlined operational processes for US Consumer business reducing online errors on Dell website resulting in $13.5m savings

Project Management - Created workflow automation for marketing and sales platform resulting in $1.2m headcount cycle-time reduction savings

Project Management - Created business case for Dell I/T to implement Online Stock Countdown tool to drive sales demand and increase operating income 26% Y/Y

Leadership - Managed site quality team in Mumbai, India that supported marketing and sales teams drive revenue growth

Program Management - Led McAfee global merchandising plan that drove sales attach-rate growth from 36% to 60% WW

Program Management - Created Online Business Requirement Document (BRD) for Fast-Track (Dell’s migration to pre-configured units) business initiative at global scale to help drive sales revenue

Project Management - Created Global Online Retail Strategy to drive sales and market share in developing countries (Brasil and Argentina)

Customer Care/Commercial Sales Operations – Project Manager 2006 – 2007

Program Management - Created engagement model for Customer Service and Relationship Sales teams resulting in quicker customer resolution times, customer experience, and increased sales revenue

Collected and extrapolated sales data to help drive overall sales demand and develop Customer Care strategies around sales goals

Participated in weekly regional sales management meetings to discuss status updates, strategy, and sales operations initiatives

Improved Small & Medium Business channel sales pipeline by improving Customer Care/Sales engagement

Program Management -Created/managed Customer Care Call-Back survey to drive sales support for Large Business customers resulting in improved agent-accountability, itemized coaching, and improved customer experience

Project Management - Remodeled billing process for Dell’s corporate clients to improve sales support and customer experience

Software & Peripherals Operations - Sales Support Senior Analyst 2003 – 2006

Green Belt BPI | Reduced duplicate software & peripheral shipments resulting in $1.2m savings and increased customer experience

Yellow Belt BPI | Streamlined credit-return process improving customer credit return from 11 to 6 days: Financial savings - $84K

Provided operational sales support to maximize sales force productivity and drive sales revenue

Coordinated with vendors (Ingram-Micro, Tech Data, Micron, etc.) and OEM’s to negotiate procurement pricing resulting in $250K savings y/y

Created S&P Partner Post Sales Support Handbook to improve new-team member ramping time

Created Performance Plan Template for S&P Post-Sales Support manager resulting in improved team standardization

Small Business Sales - Relationship Sales Accountant 2002 – 2003

Provided relationship-business customers with computer and networking solutions

Trained and mentored new incoming sales accountants to improve ramping time

Worked with leadership to identify new sales strategies and methodologies

Dell Business Process Improvement (BPI) | Six Sigma Career

Software & Peripherals Business Process Improvement (BPI) Department Champion

Managed/documented cost savings for organization of 70+ employees, executive briefings

Responsible for organizations continuing evolvement of Six Sigma certified employees

Maintained training/certification data Americas Center Of Competency (CoC) Organization

Created and maintained mentoring list for Business Process Improvement (BPI) S&P Area Champion

Mentored Yellow and Green Belt Business Process Improvement (BPI) projects

Assisted process improvement Area Champion in launching Toll-Gate (Phase-Exit) program in the S&P Operations Organization

HONORS

Q3 FY09 Global Online Marketing Member of the Quarter December, 2008

Dell Green Belt Business Process Improvement (BPI) Certification August, 2005

Americas/Client Center of Competency (COC) BPI Leadership Excellence Award “The Rock” May, 2005

Americas/Client Center of Competency (COC) BPI Leadership Excellence Award “The Rock” September, 2004

Dell Yellow Belt Business Process Improvement (BPI) Certification August , 2004

Customer Experience “Silver Award Winner” August 2004

Software & Peripherals “On The Spot Award” December, 2003

EDUCATION

• Bachelor of Arts, Speech Communication - Texas A&M University May 2002

Public Relations Minor

• Project Management Professional Class (PMP): Project Simulation Workshop July 2006

• Project Management Professional Class (PMP): Contract Skills & Negotiations March 2006

• Project Management Professional Class (PMP): Estimating & Risk Management January 2006

• Project Management Professional Class (PMP): Human Dimensions December 2005

• Project Management Professional Class (PMP): Scope, Scheduling, & Cost September 2005

• Project Management Professional Class (PMP): Quality August 2005

• Project Management Professional Class (PMP): Tools & Techniques July 2005

• Six Sigma Black Belt Advanced Methods Training May 2005

• Business Process Improvement (BPI) Mentor Development Program Training January 2005

• Six Sigma Yellow & Green Belt Training Feb ’04 & Jan ‘05

TECHNICAL COMPETENCIES

• Salesforce.com

• Symphony

• Customer Relationship Management (CRM), Partner Relationship Management (PRM)

• Content Management Solutions (CMS)

• Learning Management Solutions (LMS)

• Reseller Control Panels

• Microsoft Applications (Access, Excel, Word, Visio, Net Meeting, Power Point)

• JMP | Statistical Analysis Software

• Dell Order Management & Processing System (DOMS/DPS - TANDEM) | Proprietary Software

• Global Fulfillment Exchange (GFX) | Electronic Data Interchange (EDI) Application

OTHER

Texas A&M University – Communication Department Alumni Advisory Board 2005 - Present

Executive Board Member

Responsibilities

• COMM 289 Career Awareness Class – Career Awareness Class: Instructor

• Conduct Quarterly Board Meetings and drive Board Mission/Strategy

• Communication Day Speaker

• Hosted Career Workshop Seminar (Marketing Your Communication Degree, How to Choose the Right Job, Working in Governmental Organizations)

180+ students attended – Fall 2005

300+ students attended – Fall 2006

350+ students attended – Fall 2007

250+ students attended – Fall 2008

250+ students attended – Fall 2009

300+ students attended – Fall 2010

• Former (Ex) Student Contact Reach-out Initiative

• Provide resume’ editing and recommendations

• Student Captivation Committee Board Chair (2009)

• Created Student Representative and Board Liaison position (2009)

• Appointed Alumni Board Vice President (Fall of 2010)

• Managed/Facilitated COMM 280 Career Awareness Class

• Coordination of Committee Board Chairs to drive initiatives

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