Manager, Vendor Mgmt
Career span of >20 years fostering the evolution of Sprint. Know for agile approach to intense, results-driven environments. Multiple operational roles included creating and implementing customer improvement initiatives, to managing 300+ team at vendor call center, and $1B network vendor contract.
Select success highlights:
== Handled $500M contract amendment, numerous SOWs valued at $15-20M each, and change requests valued at >$100M.
== Led team that developed solution to boost customer retention by 18%, and >1.26M subscribers, to generate an additional $368M in net income over 2 years; won a coveted award reserved for less than 1% of 35,000 employees.
== While managing a call center, shaved the average call handle time to 190 seconds, far exceeding goal of 300 seconds, additionally creating automation for a $24M gain.
== Improved upon standard practice of accepting vendor’s measures of their own success by customizing a scorecard with selected metrics designed to hold vendors accountable.
== Set up multiple operations from scratch, and closed underperforming branch, saving $6.3M. Earlier Experience Includes: Data Operations Manager, Sprint Local Telephone Division.