Johnny V.

Experience

• 

  Hewlett-Packard

  Mar 2006 - Feb 2010

  - Led groups of Project Leads developing various continuous improvement projects (using DMAIC).- Developed and enhanced Standard Operating Procedures (SOPs) and flowcharts based on analysis to standardize and improve processes.- Created and implemented the Customer Satisfaction Survey to ensure proper customer service was provided.- Led the transformation of the LATAM Partner Support Center from an email-only support organization to a multi-channel support system, incorporating phone support to enhance resolution times and boost customer satisfaction. Collaborated closely with IT in the designing, implementation, and testing of the new telephony system. Show less - Supported 10+ Team Managers (+200 Technical Support Agents) with all the reporting and data analysis required for day-to-day operations.- Liaised between the Management Team and the Forecasting and Staffing Team as the primary point of contact to enhance SLA and forecasting compliance.- Performed, analyzed, and provided valuable inputs regarding telephony reports to show trends, team stats, agent's performance, and other data for decision making.- Monitored Schedule Compliance (based on the eWFM system) to ensure proper staffing levels. Show less - Started as a Customer Service Representative (6 months), then moved to a technical role supporting industry-leading HP Proliant servers.- Worked supporting customers from North America, APJ, and EMEA, with technical questions around a wide range of products using a powerful information database.- Assigned as a backup manager, performing activities such as attending managers' meetings, providing feedback to the agents on performance and improvement areas, and also drafting reports, analyzing data and presenting results.- Worked as Duty Monitor. Show less

  • Project Lead – Team Lead

    May 2009 - Feb 2010

  • Operational Metrics Supervisor

    Jun 2008 - Apr 2009

  • Customer Service and Front Line Support Engineer

    Mar 2006 - May 2008
• 

  Motif, Inc

  Mar 2010 - Jan 2011

  Workforce Management Team Lead

  − Managed a Workforce Management (WFM) team, including one WFM Analyst and three Real-Time Adherence Analysts (RTAAs), ensuring each team member possessed the necessary skills and knowledge to perform their daily tasks effectively.- Worked as a liaison between the WFM Team, the Operations Manager and the Site Director to support the staffing plan, using forecast data and training plans to ensure proper coverage.- Developed and enhanced the reports, ensuring the information was accurate and taking preventive/corrective actions en ensure accuracy. - Created and presented the staffing forecast plans to both, internal and external clients. Show less

• 

  Bank of America

  Feb 2011 - Sept 2013

  Manager / Metrics & Reporting Operations Analyst

  - Rapidly got up and running to become promoted to Manager, leading, and inspiring a high-performing group of 11 analysts.- Transformed the entire reporting platform of the Home Loans division, moving from 2 analysts dedicating 8hrs a day to generate the daily reports, to one single point of contact investing approx. 3.5hrs per day (75% improvement).- Led a Six Sigma Yellow Belt project to reduce the variability of the quality reviews performed, identifying the key errors the Customer Support Agents made and providing training and guidance to improve the overall scores and customer satisfaction.- Created and maintained presentations for monthly performance reviews, ensuring accurate and insightful reporting to support strategic decision-making.- Created and implemented corrective action plans for critical metrics, working with the Operations Team and the Operational Excellence team. Show less

• 

  VMware

  Sept 2013 - Dec 2023

  - 𝐈𝐝𝐞𝐧𝐭𝐢𝐟𝐢𝐞𝐝 𝐚𝐧𝐝 𝐀𝐝𝐝𝐫𝐞𝐬𝐬𝐞𝐝 𝐁𝐮𝐬𝐢𝐧𝐞𝐬𝐬 𝐏𝐚𝐢𝐧 𝐏𝐨𝐢𝐧𝐭𝐬: Conducted thorough analysis to draft requirements and ideate transformative solutions that align with business priorities.- 𝐁𝐮𝐢𝐥𝐭 𝐒𝐭𝐫𝐚𝐭𝐞𝐠𝐢𝐜 𝐏𝐚𝐫𝐭𝐧𝐞𝐫𝐬𝐡𝐢𝐩𝐬: Collaborated effectively with Field and Renewals Sales, UI/UX, and Engineering teams to develop impactful solutions, ensuring seamless communication with other affected business units both upstream and downstream.- 𝐄𝐧𝐡𝐚𝐧𝐜𝐞𝐝 𝐒𝐚𝐥𝐞𝐬 𝐄𝐧𝐠𝐚𝐠𝐞𝐦𝐞𝐧𝐭 𝐌𝐨𝐧𝐢𝐭𝐨𝐫𝐢𝐧𝐠: Developed a new solution to efficiently monitor the engagement between Sales Engineers and Sales Representatives, providing enhanced visibility to stakeholders and aligning deal Expected Close Dates with technical validations.- 𝐋𝐞𝐝 𝐂𝐑𝐌 𝐔𝐬𝐞𝐫 𝐈𝐧𝐭𝐞𝐫𝐟𝐚𝐜𝐞 𝐃𝐞𝐯𝐞𝐥𝐨𝐩𝐦𝐞𝐧𝐭: Spearheaded the development of an improved CRM Opportunity user interface, working closely with multiple business functions to enhance user experience and significantly reduce the time spent on each Opportunity Stage.- 𝐌𝐚𝐧𝐚𝐠𝐞𝐝 𝐂𝐑𝐌 𝐀𝐜𝐜𝐨𝐮𝐧𝐭 𝐇𝐢𝐞𝐫𝐚𝐫𝐜𝐡𝐲 𝐈𝐦𝐩𝐥𝐞𝐦𝐞𝐧𝐭𝐚𝐭𝐢𝐨𝐧: Served as CRM (SFDC) Product Manager, overseeing the design and implementation of a new Account Hierarchy across all key tools used by the Sales Teams. Show less - 𝐋𝐞𝐝 𝐓𝐫𝐚𝐧𝐬𝐢𝐭𝐢𝐨𝐧 𝐭𝐨 𝐍𝐞𝐰 𝐒𝐲𝐬𝐭𝐞𝐦𝐬: Played a pivotal role in migrating the renewals business from legacy processes to newly designed solutions. Acted as a Subject Matter Expert (SME), guiding and educating the sales team while liaising between stakeholders and IT product owners to ensure business needs were met during development.- 𝐅𝐚𝐜𝐢𝐥𝐢𝐭𝐚𝐭𝐞𝐝 𝐒𝐚𝐥𝐞𝐬 𝐎𝐩𝐞𝐫𝐚𝐭𝐢𝐨𝐧𝐬: Enabled a smooth sales process by triaging issues and collaborating with cross-functional teams to identify and remove roadblocks.- 𝐃𝐫𝐨𝐯𝐞 𝐑𝐞𝐧𝐞𝐰𝐚𝐥 𝐒𝐚𝐥𝐞𝐬: Increased renewal sales by providing insightful data and acting as a liaison between various stakeholders to meet objectives and deadlines.- 𝐄𝐧𝐡𝐚𝐧𝐜𝐞𝐝 𝐅𝐢𝐬𝐜𝐚𝐥 𝐏𝐥𝐚𝐧𝐧𝐢𝐧𝐠: Created data models to provide top-down views, Route-to-Market (RTM) analyses, and GEO breakdowns, significantly improving fiscal year planning.- 𝐈𝐦𝐩𝐫𝐨𝐯𝐞𝐝 𝐊𝐞𝐲 𝐏𝐫𝐨𝐜𝐞𝐬𝐬𝐞𝐬: Collaboratively identified key processes and systems for improvement in response to the transformation of the renewals structure. Defined requirements, monitored transitions, drove adoption, and tracked new deals against quarterly goals.- 𝐃𝐞𝐯𝐞𝐥𝐨𝐩𝐞𝐝 𝐆𝐫𝐨𝐰𝐭𝐡 𝐅𝐨𝐫𝐞𝐜𝐚𝐬𝐭𝐢𝐧𝐠 𝐌𝐨𝐝𝐞𝐥: Worked with the Sales VP to develop a year-over-year growth forecasting model. This model accounted for organic growth by industry, potential revenue from joint sales efforts, and the performance improvements and hiring needed to meet growth targets. Show less - 𝐌𝐚𝐬𝐭𝐞𝐫 𝐃𝐚𝐭𝐚 𝐏𝐫𝐨𝐝𝐮𝐜𝐭 𝐃𝐨𝐦𝐚𝐢𝐧 𝐌𝐚𝐧𝐚𝐠𝐞𝐦𝐞𝐧𝐭: Led the management of the Master Data Product Domain, one of VMware’s four data structure pillars. Owned all processes related to the Product Data Hub (PDH), ensuring accurate SKU information for selling, reporting, and various consumption use cases.- 𝐒𝐚𝐚𝐒 𝐌𝐚𝐫𝐤𝐞𝐭𝐢𝐧𝐠 𝐂𝐨𝐥𝐥𝐚𝐛𝐨𝐫𝐚𝐭𝐢𝐨𝐧: Established an effective working relationship between the Master Data and Enterprise Data & Analytics teams and the SaaS Marketing organization, providing master data management (MDM) and business intelligence support.- 𝐒𝐭𝐫𝐞𝐚𝐦𝐥𝐢𝐧𝐞𝐝 𝐏𝐫𝐨𝐝𝐮𝐜𝐭 𝐈𝐧𝐭𝐫𝐨𝐝𝐮𝐜𝐭𝐢𝐨𝐧 𝐏𝐫𝐨𝐜𝐞𝐬𝐬𝐞𝐬: Enhanced New Product Introduction (NPI) and New Service Introduction (NSI) processes, reducing turnaround time and ensuring timely SKU availability for finance and sales.- 𝐍𝐏𝐈 𝐏𝐫𝐨𝐜𝐞𝐬𝐬 𝐎𝐩𝐭𝐢𝐦𝐢𝐳𝐚𝐭𝐢𝐨𝐧: Partnered with Pricing Operations to overhaul the NPI process. Conducted multiple in-depth sessions to analyze complex SKU mapping, eliminate redundant steps, and streamline others, reducing turnaround time from 2 weeks to 1.- 𝐂𝐏𝐐 𝐏𝐫𝐨𝐣𝐞𝐜𝐭 𝐆𝐮𝐢𝐝𝐚𝐧𝐜𝐞: Advised the Configure, Price, Quote (CPQ) Project team on the needs and priorities of the MDM Product Domain. Ensured these considerations were integrated during the design phase to prevent operational disruptions post-implementation. Show less - 𝐁𝐮𝐢𝐥𝐭 𝐑𝐞𝐧𝐞𝐰𝐚𝐥𝐬 𝐒𝐚𝐥𝐞𝐬 𝐎𝐩𝐞𝐫𝐚𝐭𝐢𝐨𝐧𝐬 𝐓𝐞𝐚𝐦: Established and expanded the Renewals Sales Operations team in Costa Rica, growing staff from 4 analysts to 34 individuals across Costa Rica and India. This team supported a renewals sales organization that doubled annual revenue to $3B from 2013 to 2018.- 𝐓𝐫𝐮𝐬𝐭𝐞𝐝 𝐀𝐝𝐯𝐢𝐬𝐨𝐫 𝐭𝐨 𝐄𝐌𝐄𝐀 𝐑𝐞𝐧𝐞𝐰𝐚𝐥𝐬 𝐃𝐢𝐫𝐞𝐜𝐭𝐨𝐫: Supported the EMEA Renewals Director in daily activities, including pipeline management, forecasting, and reporting. Contributed to the preparation of Quarterly Business Reviews for presentation to the VP of Renewals Sales.- 𝐃𝐞𝐯𝐞𝐥𝐨𝐩𝐞𝐝 𝐅𝐨𝐫𝐞𝐜𝐚𝐬𝐭𝐢𝐧𝐠 𝐑𝐞𝐩𝐨𝐫𝐭𝐬: Created and managed multiple forecasting reports, providing leadership with critical visibility for fiscal year planning and go-to-market strategy.- 𝐌𝐚𝐧𝐚𝐠𝐞𝐝 𝐆𝐥𝐨𝐛𝐚𝐥 𝐏𝐫𝐨𝐜𝐞𝐬𝐬 𝐌𝐢𝐠𝐫𝐚𝐭𝐢𝐨𝐧: Led the migration of multiple processes as part of a global transformation program. Collaborated closely with the project team to prevent business impacts and ensure compliance with documentation, training, and timelines.- 𝐅𝐚𝐜𝐢𝐥𝐢𝐭𝐚𝐭𝐞𝐝 𝐂𝐑𝐌 𝐈𝐦𝐩𝐥𝐞𝐦𝐞𝐧𝐭𝐚𝐭𝐢𝐨𝐧: Ensured a smooth transition to a new CRM by training sales representatives and creating comprehensive process documentation. Additionally, implemented a new set of reports and dashboards to enhance data visibility and decision-making.- 𝐀𝐝𝐚𝐩𝐭𝐞𝐝 𝐭𝐨 𝐌𝐚𝐧𝐚𝐠𝐞𝐦𝐞𝐧𝐭 𝐂𝐡𝐚𝐧𝐠𝐞𝐬: Demonstrated exceptional adaptability to maintain business continuity despite frequent management changes. Show less

  • Product Line Manager, Digital Transformation (Sales Domain)

    Feb 2022 - Dec 2023

  • Program Manager, WW Networking & Security Sales Org.

    Oct 2019 - Feb 2022

  • Sr. Manager, MDM Strategy and Data Services

    May 2018 - Sept 2019

  • Sr. Sales Operations Manager, Global Support Renewals

    Sept 2013 - May 2018
• 

  Alludo

  Sept 2024 - now

  Renewals Manager

  - Lead and mentor a globally dispersed Renewals Team, ensuring operational efficiency and superior renewal rates.- Collaborate with Sales, Finance, and cross-functional teams to manage subscription renewals, bookings, and invoicing.- Develop team members through coaching, performance management, and best practice implementation to achieve targets.