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Process, Leadership and Organizational Management
Delivery professional with broad experience in implementing a variety of programs and processes that contributed to improved client and delivery team satisfaction, improved resource efficiency and reduced costs. Exceptional communications, interpersonal, client facing and team leadership skills. Proven track record demonstrated by multiple consecutive years of IBM’s highest evaluation ratings. Key skills include:
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Process Development / Implementation
Program Implementation / Management
Service Management
Issue Resolution / Lessons Learned
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| Client Relationships/ Team Leadership
Process Governance
Project Management
Global Resource Management
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Business Competencies
Leadership and Organizational Management
Single point of contact for multiple Fortune 500 companies. Developed and maintained relationships through on site and remote communication. Led team of 25 remote resources assigned to multiple customer accounts in a variety of industries.
- Consistently receive Client Satisfaction Assessment Program score of 9 out of 10.
- Managed services for largest financial global client account.
- 35% reduction in service requests by shifting team workload and shortening learning curve through development and implementation of standardized operational processes.
- Resolved team delivery issues by developing and implementing standard processes across dispersed teams. These processes became templates for client accounts and served as tool to shorten learning curve of newly assigned global resources, improved service delivery and client communication.
- 0% Team attrition over 2 year’s tenure, improved team collaboration. Reviewed candidate resumes, performed interviews and identified contractor hires to work remotely. Mentored remote team members, addressed their concerns and areas requiring improved support and training.
- 20% reduction of time required for management review and approval of processes.
- All projects completed within schedule and budget. Assembled teams of global subject matter experts. Created project plans to contractual deliverables, managed conflict, risk management.
- Nurtured client and team relationships through regular on site and remote communications.
- Bravo award recipient.
Process Improvement, Governance
Continuous improvement focus through utilization of lessons learned from issue analysis, development and implementation of stakeholder accepted processes and procedures. Facilitated Customer Satisfaction Stability Management Program of 9 teams requiring customer satisfaction rating improvement. Designed new process model and coordinated implementation with Service Delivery Managers across multiple delivery areas.
- 33% improvement of customer satisfaction ratings within the first 3 months. Identified remote team member frustrations and client service delivery issues. Created and implemented new change and reporting processes and employed team training seminars. Improved delivery teams communication through improved meeting agendas, identification of relevant meeting participants, identified service issues and initialized action plan tracking resulting in improved client participation in meetings, increased task completion and improved client satisfaction ratings.
- Reduced utilization hours through improved tracking and accountability of action items of dispersed team by designing a database that facilitated sharing the management of multiple accounts across team members.
- Achieved zero conflicts with environment change efforts through the design and implementation of supplier and client aligned processes.
- Developed and implemented standard processes. Nurtured a solid partnership with internal team and Wellpoint client. Partnered with stakeholders in implementing the new processes for use by both IBM and client teams.
- Zero change issues or failures within first month of program implementation. Developed and implemented processes and plan used to schedule changes in an environment of 5,000 servers.
- 50% reduction in team reporting and scheduling effort by designing a scheduling and reporting database.
- Developed and attained stakeholder agreement on operational process and procedures, internal contracts and Process Interface Manuals.
Professional Profile
| CGI Technologies, Montreal, Quebec |
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2013 - Present |
Senior Client Consultant
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2013 to Present |
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| IBM, Armonk, N.Y. |
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1999 to 2013 |
Process Governance
Cient Consultant
Advisory Project Manager
Client Account Team Lead
Technical Specialist
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2012 to 2013
2011 to 2012
2007 to 2011
2005 to 2007
1999 to 2005 |
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EDUCATIONAL BACKGROUND
M.S. in Telecommunications and Network Management at Syracuse University
Postgraduate certificate in Information Systems and Telecommunications Management at Syracuse University
B.S. in Speech Communication at Syracuse University
A.S. in Administration of Justice at Onondaga Community College
Certification
Project Management Institute, Project Management Professional (PMP®)
ITIL v3 Foundations Certification (align Services with Business Needs)
COMMUNITY VOLUNTEER SERVICE
ReStartSC.org, not-for-profit, career development community, Charleston, S.C.
Helping transitioning military veterans and the unemployed
April and October 2015 Conference Co-coordinator
Small Group Leader
Empower Federal Credit Union, Syracuse, N.Y.
Policy Committee 2007
Finance Committee 2007-2014
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