Kerry West

Summary

Global Services Executive with proven skills in building, leading and developing high performance teams through vision, goal setting, and accountability, with a strong focus on customer satisfaction. Excellent track record of achieving significant revenue and profit growth from Services, Support and Operations functions. Hands-on and in-depth experience leading Global Software deployment/implementation, Education, Support and Field Service organizations, Customer Relationship Management, Vendor Management, IT Governance, Project Management, Services Strategy Planning, and Business Development. Highly energetic and enthusiastic with a positive attitude.

LEADERSHIP COMPETENCIES

ØStrong Ethics and Integrity

ØCreating performance definition and measurement

Ø3 Startups

ØCreative Problem Solver

ØExcellent Team Builder

ØExcellent Interpersonal Skills

ØBuilds collaborative relationships across functional areas

ØDriven to Team Success

Business Management

Strong financial resource manager with documented success managing multi-million dollar P&L’s, budgets and initiatives. Consistently exceeds fiscal and client satisfaction objectives. Well versed in establishing vital business partnerships, identifying business requirements, and collaborating with colleagues to ensure delivery of established business goals and objectives. Strong knowledge of HR and California labor practices.Focused leader who consistently improves team performance. Turns client and internal issues into opportunities for improved satisfaction and performance.

Strategy Development

Market-focused professional with the ability and willingness to shift strategy to maximize performance. Well versed in aligning corporate goals with front-line functions to optimize performance objectives. Expertise in developing operational policies and procedures based upon departmental and company vision. Able to communicate technical/business issues to customers and corporate management for the development of operational strategies and business/marketing plans.

Organizational Communication

Exemplary professional communicator who develops strong rapport with clients and team members through consultation, issues identification, and effective solution presentation. Fosters an atmosphere of open communication and team cohesiveness, elevating organizational productivity, efficiency, and operations infrastructure. Clearly conveys organizational vision and objectives to personnel to ensure team focus and movement towards goals. Able to press hard where necessary without creating animosity or fallout.

Project Management

Built new PMO offices, managing dynamic project portfolios with up to 120 concurrent projects. Expertise managing multiple large, complex and cross functional projects with an emphasis on business process redesign, change management, systems and organizational impact. Managed cross functional teams up to 75 members across organizations to deliver projects on time and within budget. Define project efforts, develop detailed project plans, define roles/responsibilities, analyze and manage project risks. Define business requirements, lead the implementation process and work closely with all sponsors, steering committees and team members to ensure all deliverables are achieved. Drive issue identification and resolution, summarize project status, produce effective management reports, and facilitate meetings. Well versed in IT Governance processes. Ensures appropriate documentation of processes, procedures and training materials are completed as needed.Strong risk analysis/mitigation skills, contract negotiation and vendor management expertise. Extensive cross-industry experience in manufacturing, retail, healthcare and hospitality industries. 

Work History

Work History
2003 - Present

Senior Business & Project Management Consultant

Assist business owners and corporate leaders who are struggling with time constraints, resource and process issues or technology challenges turn problems into solutions. Work with these business leaders to perform organizational reviews and to develop and implement strategies which improve professional services performance, organizational structure, business processes and workflow, and workforce productivity.

Expertise managing multiple large, complex and cross functional projects with an emphasis on business process redesign, change management, systems and organizational impact. Managed cross functional teams up to 75 members across organizations to deliver projects up to $2.8 million on time and within budget. Define project efforts, develop detailed project plans, define roles/responsibilities, analyze and manage project risks. Define business requirements, lead the implementation process and work closely with all sponsors, steering committees and team members to ensure all deliverables are achieved. Drive issue identification and resolution, summarize project status, produce effective management reports, and facilitate meetings. Well versed in IT Governance processes. Ensures appropriate documentation of processes, procedures and training materials are completed as needed.

1996 - 2003

Service Director - Pacific Region

Kronos, Inc.

Leading global provider of enterprise software and hardware with $500 million in annual revenue and 3200 employees worldwide. Solutions included time & attendance, scheduling, human resources, and payroll applications along with multiple ancillary supporting modules for clients in all vertical segments. 4 time winner of the NorthFace ScoreBoard(SM) Award for Customer Satisfaction excellence.

Services Director, Pacific Region

Built Project Management Office, directed a multi-state team of enterprise software deployment professionals including project managers, analysts, trainers, and networking, IT and database professionals, and third party partners.Accountable for growth, customer satisfaction, P&L, budgets, maintenance agreements, and a dynamic projects portfolio averaging 120 concurrent engagements from close through fulfillment.

ØGrew regional services revenue 72% over a 6 year period through rate restructuring and improved billable utilization, resulting in a 291% increase in service profit contribution over the same time period.

ØExceeded customer satisfaction goals seven consecutive years and improved scores each year through staff development, motivation and training.

ØExceeded profit goals for seven consecutive years.

ØDeveloped new implementation methodologies resulting in a 26% improvement in billable utilization and productivity.

ØImproved average professional services rate 35% through training and effective partnership with our sales team.

ØLed a national cross functional team in the successful development of a corporate rewards and recognition program, resulting in quarterly and annual performance awards for regions and individual contributors.

1994 - 1996

Manager - Customer Support Services

Strategic Mortgage Services

The nation's largest independent mortgage servicescompany providing credit reporting, appraisal, trust insurance, flood certification, mortgage documents and escrow services with 3200 employees in 85 offices across the US.

Managed the national customer service call center, software QA, and software installation teams. Was initially hired for the credit division. After assimilating responsibility for the credit suite of products, created a unified corporate call center to support all product lines. This increased service efficiency and quality for external and internal clients by consolidating three separate support desks. Established software quality assurance procedures and developed processes for final testing of software products. Established and managed new beta release cycle processes. Provided end user software support.

ØEliminated incorrect call routing and improved first call resolution from 34% to 83% in the first year through training and the development and implementation of new processes and policies.

ØSuccessfully integrated three new product lines to call center capability in the first year.

ØReduced off-site storage expenses by 50% through effective procedural amendments.

ØLed the design and implementation of a corporate-wide rewards and recognition program, recognizing employees for outstanding service on a quarterly and annual basis.