Experience

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  Orange business

  Jan 1997 - Feb 2005

  Client relations manager

  Simultaneously managed 5 CE warranty repair programs and a team of program managers. Partnered with the IT team to design proprietary CRM and inventory management software. Designed custom SQL & Avaya reports to provide analytic dashboards to clients which reported on key SLA metrics. Created a QA team and Escalation management team to ensure the best client experience. Accomplishments:● Established computer hardware, core tracking and invoicing process which reduced loss by 60%● Consistently achieved >30% NPS score for on site PC repair acting as a 3rd party warranty provider● Outlined and managed an internal project to develop a partner interface which reduced headcount needs by 45% Show less

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  Avnet

  Feb 2005 - Aug 2015

  Relocated from FL to OH to rebuild a 109 seat contact center for the professional services division. Concurrently managed a computer installation, technology refresh, asset management, and 3 year help desk support program for 12,000+ Insurance carrier sites. In addition to that, managed an extended warranty depot repair solution for Toshiba laptops. As the SAP SME I was involved in all potential or current projects acting as the technical voice for the SAP programmers. Using ITIL methodology I worked with clients to map out all interface or website activity requests, ensured requests were covered by the contract, and then presented designs to programmers for quotes or implementation. Designed customer dashboards which provide key SLA metrics by creating custom SAP SQL & Avaya reports. Accomplishments: ● Reduced accounting process for invoicing delivery of service from ~90 days to <24 hours which changed Professional Services from reporting at a loss to highly profitable ● Voluntarily performed a program review using analytics which resulted in an up-sell opportunity that allowed for 2.5mil in revenue to be recognized within 1 month. ● Lead a cross training initiative for the team in New Delhi to provide remote software installations which improved profitability by 18 points of margin Show less Managed a team of long term client program managers responsible for installation and warranty support of small/home office technology. Clients supported were LG, Toshiba, Sony, WalMart, Verizon, Staples, Circuit City, Office Depot, and Best Buy. Managed short term projects of POS refresh for Kohls, IWB installation across several school districts in the US, laptop configuration and deployment in state of Rhode Island schools, installation of DMB for CDW/Subway, CCTV installation for CDW/Subway, recipe readers for Bloomin' Brands, and LCD installation for Tampa Bay Lightning.Accomplishments:● Identified and collected, in under 30 days, over 1.8 million dollars in OEM credits due for warranty repair work● Achieved highest NPS score in history of SONY corporation, 9 consecutive months● Designed a L0 to L3 process for installation support which reduced labor cost by 33% and ensured SLA achievement Show less

  • TAC Operations Manager

    Apr 2012 - Aug 2015

  • Senior Client Relations Manager

    Feb 2005 - Apr 2012
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  Gwynnie bee

  Aug 2015 - May 2016

  Customer sucess manager - us

  Directly lead all projects which impacted the inbound team of customer service and retention specialists located in Ohio and New York. Assisted leaders of the email support and outbound campaign team located in New Delhi. Projects focused on implementing an IVR system, process improvements, employee training, customer retention, customer satisfaction, quality assurance, upselling, and employee engagement. Used stack rank methodology to determine which projects had quickest and highest impact on profitability. All projects tracked in Wrike.Accomplishments: ● Implemented a customized VOIP system within first 90 days of hire which involved strict vendor management and strong technical skill ● Worked closely with programmers to design API driven dashboards which tracked SLA and key metrics required for achieving above industry standard CSAT scores. ● Increased percentage of calls handled from 65% to 98% by crafting a sophisticated queue management system based on employee skill set Show less

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  Independent contractor/consultant

  May 2016 - Nov 2016

  Business consultant

  Performed deep dive in to current business practices and procedures across all operations. Analysed findings and presented improvement opportunities focused on optimal revenue and performance. Developed procedures to reduce administration time and minimize error. Designed performance and financial dashboards which provide clear visibility to P&L. Educated teams on current industry practices and technology that benefit the core business. Accomplishments:• Reduced payroll and daily accounting time by 83%• Designed a P&L management system that provided quick access to daily, weekly, monthly and yearly profitability • Mitigated IRS and DOL violations by implementing new processes and procedures • Organized the appointment scheduling and documenting process which improved efficiency by 60% Show less

• 

  Insight

  Dec 2016 - now

  Oversee and manage a team of operations managers who support our Solutions Organization with a strong focus on financial forecasting, budgets, and cost management. Key activities include:• Developing and implementing operational strategies that align with financial goals and objectives• Monitoring and analyzing key financial metrics to identify areas for cost reduction and optimization• Providing guidance and support to operations managers in order to ensure they are effectively managing their budgets and controlling costs• Collaborating with other senior leaders to develop and manage budgets for the practices• Identifying and implementing cost-saving initiatives to streamline operations and reduce expenses Show less Manage Business Operations within the Apps & Data team which includes BPA, Modern Apps, UX, Data & AI. Heavy focus on practice pipeline, financial forecasting, stability of revenue, and managing cost.Key activities include:• Designed and refined pipeline dashboard which provides a real time snapshot of achieving BU financial targets • Drive strategic initiatives that focus on increasing GP, reducing bench, and increasing pipeline• Build cross-functional relationships across different practices such as Cloud and Digital Enablement to improve the delivery process Show less Perform cross-functional role delivering projects within technical and consulting services. Manage back to back large scale multi-site deployment projects which include hardware refresh, software design, asset management, OCM, and disposal. Remain up to date on current OCM and PMP practices utilized to deliver projects.Accomplishments:• Promoted to Senior Project Manager within 1st year in role• Consistently deliver projects which meet the SOW requirements, exceed customer expectations, and come within budget. • Recognized for exceeding client expectations and received Summit Club award (trip to Spain) Show less

  • Sr Business Operations Manager

    Apr 2023 - now

  • Business Operations Manager

    Jan 2022 - Apr 2023

  • Program Manager

    Jan 2021 - Jan 2022

  • Senior Project Manager

    Dec 2016 - Jan 2021