Experience

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  Convergys intelligent contact

  Jan 1998 - Jan 2002

  - Collaborated with cross-functional stakeholders from Business, Operations, IT, and End-users to comprehensively grasp their business needs and translate them into precise functional requirements.- Orchestrated and synchronized diverse teams to deliver customer management solutions in strict adherence to predefined specifications, project timelines, and budget constraints.- Spearheaded project management, consistently delivering clear status reports to executive leadership.- Oversaw the seamless installation and successful adoption of the application, ensuring a smooth transition for end-users.- Implemented rigorous post-implementation performance assessments to guarantee the alignment of deliverables with customer expectations.- Demonstrated an exceptional track record in enhancing call center efficiency by approximately 25%, significantly reducing provisioning errors by approximately 60%, and consequently elevating overall client satisfaction levels. Show less

  • Sr. Projects Manager, R&D

    Jan 2000 - Jan 2002

  • Software Engineering Lead

    Jan 1998 - Jan 2000
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  Netformx

  Jan 2005 - Jan 2008

  Sr. business analyst, professional services

  - Supported Pre-Sales activities, including product presentations, demos/prototypes, RFPs, and ROI modeling, enhancing requirements elicitation and documentation, and crafting compelling proposals.- Collaborated with customers to capture requirements, define business goals, and establish success metrics.- Translated Business Requirements Documents (BRDs) into precise Software Requirements Documents (SRDs).- Strategically prioritized and aligned customer requirements to optimize the impact of Netformx products.- Engineered efficient integration, database management, and online solutions to drive cost savings.- Engaged in seamless Post-Sales activities to ensure smooth delivery, product adoption and customer satisfaction. Show less

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  Netformx

  Jan 2009 - Jan 2015

  Director of program management, pmo

  - Led a high-impact team of Project Managers and Business Analysts, driving requirements gathering, solution design, and delivery of custom solutions for Fortune 100 companies.- Partnered with customers to develop strategic plans to achieve business goals, consistently achieving a remarkable 95% renewal rate while simultaneously increasing sales margins by 10%.- Served as a dedicated customer success advocate and escalation point for implementations, significantly elevating customer satisfaction levels and ensuring a seamless onboarding experience.- Established and optimized PMO standards, crafted templates, and implemented efficient processes that resulted in a 30% improvement in internal SLAs, creating a framework for repeatable success.- Coached and mentored the Client Services team to develop individual career paths and achieve their professional and academic goals. Show less

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  Whitehat dynamic by synopsys

  Jan 2015 - Jan 2016

  Sr. customer success manager

  - Promoted and delivered WhiteHat’s Dynamic Application Security Testing (DAST) and Static Application Security Testing (SAST) services to Fortune 500 companies.- Led large SaaS deployments for enterprise customers.- Partnered with customers to define applications security programs to meet business goals.- Designed the customer on-boarding experience to improve satisfaction and success rates.- Worked with Sales to define and drive a proactive Customer Retention program to increase renewals rate to +90%.- Managed with cross functional teams (Sales, Product, Dev., Support) to identify, prioritize and address roadblocks impacting business in critical accounts.- Implemented tools, process, templates and best practices for increasing inter-organizational efficiency.- Provided regular and comprehensive status updates to executive level and stakeholders. Show less

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  Linkedin

  Jan 2017 - Jan 2024

  Sr. technical program manager

  As a Senior Technical Program Manager at LinkedIn, I am accountable for the meticulous planning and proficient execution of a portfolio of technical programs vital to the company's vision. I lead an adept engineering team, steering them toward fostering innovation, ensuring top-notch quality, and optimizing project efficiency. I closely collaborate with cross-functional teams, fostering strong relationships with engineering, product management, and other key stakeholders, all of which are pivotal to the successful delivery of high-impact initiatives. I have also spearheaded the development of comprehensive go-to-market strategies for a range of product rollouts, with a keen focus on enhancing collaboration, operational efficiency, and cost reduction. Some noteworthy achievements and projects under my purview include:- Pioneering the implementation of an OmniChannel solution, which resulted in the streamlining of support channels and staffing optimization. This, in turn, led to an outstanding 30% increase in member satisfaction.- Leveraging Microsoft Azure foundation to centralize enterprise data platform and make it accessible to consumers in near-real-time, thereby dramatically reducing our response time from days to mere minutes. This initiative has significantly bolstered our data-driven decision-making capabilities, optimized integrations and streamlined data security protocols across the organization.- Revolutionizing our sales operations and account team management to impact annual planning and unlock the potential for generating millions of dollars in additional revenue per day.- Instituting a standardized support system and escalation process, encompassing platforms like ServiceNow and Jira, to significantly improve SLA performance by an impressive 15%.- Improving operational efficiency across CRMs and account management, responsible for data cleanup of 2.8M records and an annual cost reduction of $3 million in third-party license renewals. Show less