Erika Neal

Experience

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  IBM

  Nov 1990 - Jan 1994

  Inventory Mangement and Project Management

  Responsible for all incoming calls from Boeing Analysts and GE/IBM technicians, inventory management and Project Management for Boeing 777 PC Installs.

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  GE

  Jan 1994 - Jun 1995

  Remedial Maintenance Coordinator

  Responsible for coordinating workloads for approximately 25 technicians and first level of "Billable Call" screening. GE Representative for Remedial Maintenance at Boeing Customer Help Center.

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  Cutter Precision Metals, Inc.

  Nov 1995 - Feb 1997

  Accounting, Sales, Purchasing, Customer Service

  Performed wide variety of job duties that include Sales, Customer Service, Purchasing as well as accounting duties that include Accounts Payable, Accounts Receivable, GLR, Inventory Costing, and Payroll. Responsible for the training of other employees as required.

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  IBM

  Feb 1997 - now

  Work closely with the Vice President of Service Delivery and Director of Service Planning to drive North America wide programs that define and establish a Business management system for the TLS Service Delivery organization. Provide Business Transformation and cross-functional leadership on integrated financial and Service Delivery Business Operations functions for NA team to ensure flawless technical service needs and execution for IBM and non-IBM solutions in customer environments. Focusing on Optimization to reduce cost, Processes and Tools, Reporting Metrics, Management Systems and applying a professional knowledge of delivery processes. Areas of management responsibility include working with Service Delivery Executives, Business Development Managers, Technical Support Managers and various Global Service Delivery teams to develop transformational projects in support of future Service Delivery office operations as well as manage a team of TSS Service Delivery Project Managers providing Project Based Labor Services. This team is responsible for performance reporting to clients representing internal teams and external suppliers as they communicate globally with other countries regarding maintenance delivery requirements and impacts on behalf of the US Infrastructure project office . Show less Designed, implemented, and managed a Global Delivery Competency Center for the US Technical Service Support division. Fostered a “one team” high performance environment between the US and GDCC teams with excellent customer satisfaction and seamless transition. Led transformation of operation support team to reduce cost while driving up productivity. Managed several national teams in Service Delivery, Skills Development and Business Intelligence that provide support to the TSS Service Delivery Management and Executive teams in support of their business objectives. Advise all levels of management on issues regarding business results. Establish and develop Executive relationships while delivering quality results that exceed their expectations. Responsible for implementing action plans and leading multiple transformation and automation projects. Show less Responsible for operational support to management team in support of their business objectives, providing monthly forecast submissions, addressing target and plan variances, GLR reconciliation and Business Controls. Lead Target Revenue program while working closely with Inside Sales and Business Development Management to develop strategies that educate and mentor Service Delivery teams to identify revenue opportunities and increase maintenance sales which resulted in significant multi-million Year-to-Year revenue growth. Show less

  • TLS North America Service Delivery Programs Manager

    Jan 2015 - now

  • West Region and PMO Programs Manager

    Sept 2012 - Jan 2015

  • Business Support Manager - National Service Delivery & Business Intelligence

    Oct 2007 - Sept 2012

  • TSS Business Operations Manager

    Sept 2004 - Oct 2007

  • TSS Business Analyst

    Feb 1997 - Aug 2004
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  Knipe Realty ERA Powered

  Aug 2021 - now

  Licensed Real Estate Broker