As a leader in prominent account management services within the IT, communications, media and entertainment, retail, banking, and education sectors, I have boosted customer satisfaction beyond original project scope, reaping significant revenue gains while supervising onshore and offshore resources at HP/EDS. ENGAGEMENT LEADERSHIP -Business project director for EDS credited with mobilizing global teams and extending contracts beyond staff augmentation -Creation of integrated onshore/offshore team in < 90 days delivering 100% of critical objectives -Account revenue growth to $10.8M+ from $4.4M by intensifying service & account relationships -Record of bringing projects in under budget, with zero defects & production outages -Instrumental role in taking 70% of client work to Brazil, Argentina, and India-boosting profit margins to 45% RELATIONSHIP BUILDING -Increased account satisfaction with constant leadership presence facilitating project success -Consensus-builder for difficult decisions, expanding reliance on service delivery -Performance-focused strategist recognized as cornerstone of long-term engagements -730% in team size at client request, expanding Verizon account to 200+ dedicated resources -Outstanding client satisfaction ratings with 100% on-time record to SLA standards LEADERSHIP RECOGNITION -PMP-certified executive and problem-solver sought to turn around challenging accounts -Multiple promotions based on roadmap development and strong delivery record -First Account Delivery executive transferring work to Australia -Requested turnaround executive for Verizon -EDS awards and patent-pending communication improvement ideas ACCOUNT DELIVERY CREDENTIALS -PMP certification combined with Master's degree, plus expertise in CMMI, project management, systems training, and talent selection/management -Leadership engagements at Banco Santander in Puerto Rico, plus MERS & JPMorgan Chase (Banc One)
2003 - Present
Application Delivery Executive
HP Enterprise Services
Managed client contract and team of 9 directs with 200 individuals to drive work offshore, drove 70% of clients work to Brazil, Argentina and India while retaining same level of quality and service. Successfully deployed multiple project releases each year for Verizon with a 100% success rate, on time, under budget with zero defects.
2001 - 2003
Managed two separate accounts simultaneously: discontinuance banking account at Banco Santander Puerto Rico and mortgage application for MERS (Mortgage Electronic Registry System) in Plano, TX. Grew applications business by 50% and obtained high client survey scores.
1997 - 2001
Account Delivery Manager
Managed five business areas in support of Bank One across 8 processing states, which included system development, parameter maintenance, quality assurance, business support and conversion/deconversion support.