Cynthia Matos

Experience

• 

  IBM

  Jan 2001 - now

  Leading and inspiring a dynamic team of change agents to bring the art of the possible to reality in an agile approach. Responsible for operational excellence and continuous improvement over our campaigns, transformation initiatives, WorkFront implementation, Data Privacy, Risk Management, and enterprise wide Experience Insights programs. Led the transformation of a newly formed operations organization to simplify workflow processes, automate work and drive culture change in new ways of working by leveraging strategic enterprise platforms and applications. Responsible for Americas quote to cash operations driving transformation through continual process improvement and automation, risk management program, expense management and operational excellence for the organization. Globally support Technical Support Services business responsible for end to end contract quote and life cycle management. Focus on client, business partner and seller satisfaction, revenue, cash flow, business controls, expense, brand relationship and strategic initiatives to transformation Technical Support Services worldwide. Managed a team of 1000 Customer Fulfillment employees located primarily in five centers around the world in support of our Technical Support Services business driving exceptional operational results with focus on global common processes and execution delivery for contract life cycle management, billing and dispute management. Managed a team of 400+ Customer Fulfillment employees supporting Global Technology Services and Global Business Services contract management, billing and dispute management to deliver world class operational results with high client satisfaction in a cost effective and efficient manner.. Managed all aspects of North America and Latin America Customer Fulfillment contract life cycle management, billing and dispute management supporting Technical Support Services business. Drove exceptional results, client satisfaction, sound audit posture and process re-engineering to be cost effective. Team was located in US, Canada, Brazil and Malaysia. Ensure effective management system in place to drive IBM Global Services days sales outstanding and all accounts receivable metrics through monthly executive reviews. Streamlined processes based on aging analysis/trends to improve organizational efficiency, increase cash flow and reduce expense. Interface with finance and accounting on accounts, system and process issues.

  • VP, Marketing & Communications, Transformation and Governance

    Jan 2022 - now

  • Director, Enterprise Operations Kaizen Leader

    Jan 2020 - Jan 2022

  • Director, Americas Quote to Cash Shared Services Operations

    Jan 2017 - Jan 2020

  • Enterprise Services Global Brand Leader for Technical Services

    Jan 2014 - Jan 2017

  • Global Customer Fulfillment Execution Manager for Technical Support Services

    Jan 2012 - Jan 2014

  • Americas Customer Fulfillment Executive

    Jan 2009 - Jan 2012

  • Customer Fulfillment Operations Manager

    Jan 2004 - Jan 2009

  • US HQ Accounts Receivable Program Manager

    Jan 2001 - Jan 2004