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Summary

Business Expertise

New Business Development • Strategic and Business Planning • Global Product Management • New Product Development • Product Marketing • P&L Management • Operations Management • Partner Relationship Management • Market Research and Analysis • Business Application Solutions Consulting • Change Management • Strategic M&A Business Evaluation • Post M&A Product Consolidation • New Market Creation • Customer Segmentation and Value Optimization • Competitive Strategy and Assessment • Pricing Model Analysis • High Performance Team Development • Keynote and Executive Presentations

Functional Expertise

Call/Contact Center • CRM • Customer Experience Management • Database Routing and CTI • Voice Portal/IVR • Speech Applications • Operational Reporting and Analytics • Predictive Dialing • Email Response Management and Routing • Internet Based Customer Service Solutions • Work Performance Optimization • Unified Communications • Remote/Distributed Agent Applications • Communications Enabled Business Process

Work experience

Sep 2008Present

Managing Director Global Product Marketing, Contact Center Expert Services

Avaya, Inc.

Designed organized and managed a global expert consultation group for complex contact center solutions; act as BU focal point for product knowledge, directions and migrations; align objectives and deliverables with  sales and services organizations ensuring effective execution; serve as BU interface to high-level customers and partners.

  • Created Expert Access for Partners program increasing business partner satisfaction to 80% and annual revenues by more than 15%
  • Reduced partner sales churn delays by 10%
  • Increased partner application revenue per sale by 20%
Sep 20082006

Global Product Management Managing Director, Customer Service Applications Division

Avaya, Inc.

Developed strategic and operational plans to consistently deliver high margin contact center software solutions for large and mid-sized enterprise customers worldwide; set strategic direction for solution innovation in the contact center arena; directed the creation of industry-leading innovations for contact center solutions; proven success creating high performance teams.

  • P&L responsibility for over $600MM of software/product revenue successfully delivering greater than 65% operating income
  • Reduced COGs by 15%
  • Improved operating income by 15%
 
20062004

Director, Contact Center Product Management

Avaya, Inc.

Responsible for $255MM Product P&L ; defined strategic direction, content and target partnership activities; developed and delivered market segmentation analysis, target market selection, opportunity assessment, offer content, channel selection, market messaging; created strategy in support of business planning, product roadmaps, end of life strategies and pipelines; managed product management staff of 20 individuals.

  • Consistently exceeded revenue and operating income targets
  • Avaya President's Award 2006 (top 5 employees, for outstanding leadership and corporate contributions)
  • Avaya Leadership Award 2006 (top 20 employees, for outstanding leadership)
  • Enterprise Communications Applications Division Outstanding Leadership 2006
  • Customer Driven Excellence Award 2006
19992004

Senior Product Manager

Avaya, Inc.

Defined and communicated portfolio plan and vision; developed guidelines and operational management of OEM contracts; delivered balanced portfolio performance based on financial indicators, project content and timelines, market awareness and customer satisfaction; directed portfolio performance, while improving operating income performance; defined and implemented a consistent pricing  model across portfolio; directly managed business and product management staff of 4; matrix managed large cross-functional group.

  • Achieved financial targets ($363M for Product; $106.5M for professional services)
  • Improved Operating Income progressively each year
  • Reduced product portfolio by 30%
19961999

District Manager, Internet Solutions Product Management

Lucent Technologies

Defined, deployed and directed delivery of industry first Internet call center solutions (collaborative Internet and email management); led design efforts of an access platform, relevant applications and necessary interfaces to support the multimedia product offering initiatives; developed and executed on the strategic plan to incorporate transaction processing, MIS support functions and integrated reporting; supervised a staff of market managers.

  • Delivered industry's first call center solution integrating with the Internet
  • Bell Labs President's Award for Innovation 1998
  • Lucent Trailblazers Award for Innovation and Leadership 1997
19951996

District Manager, Professional Services/Application Development

AT&T

Led system engineering efforts in support of product/offer management teams; provided technical leadership for development of end-to-end network based applications; led design efforts of an access platform, relative applications and necessary interfaces to support the Electronic Commerce Solutions (ECS) product offering initiatives; managed staff of professional services consultants and software application designers.

  • Delivered industry first hosted, multimedia customer service applications
1995

Sr. Staff Manager, Strategy and Operations

AT&T

Led development team for media-independent access to network-centric information services; defined vertical and horizontal industry solutions for complex object packages; coordinated development teams to create integrated offers; performed cost analysis and determined appropriate offer pricing; ensured district development projects were delivered within budget and acceptable auditing mechanisms were in place.

  • AT&T Global Services Vision Award 1995
1994

3rd Party Relationship Manager

AT&T

Identified and analyzed non-AT&T vendors for potential inclusion of services into AT&T offers; created inventory of current AT&T suppliers and identified possible VARs for integrated offers.

  • Gained approval for proposal to exit popular, but unprofitable, partnership ventures
1994

Business Applications Consultant

AT&T

Analyzed client business needs and proffered appropriate recommendations; identified market opportunity, market share, competitor's behavior and strategic pricing; provided tactical and strategic pre-sale support to both clients and account teams.

19911994

Staff Manager, Financial Operations and Analysis

AT&T

Developed and recommended distribution of sales quotas to Branches; aligned Sales Vice President's performance indicators to Branch activities; managed forecasting and planning process for the Sales Vice President; analyzed trends and proffered advice and corrective actions; developed and monitored Branch budgets and expense forecasts.

  • Improved regional performance progressively from 80% to 99% to 103% of revenue targets
  • AT&T Award for Excellence -South Florida Major Markets 1993
19901991

Market Analyst

AT&T

Analyzed market opportunity, market share, competitor's behavior and strategic pricing; provided tactical and strategic support to sales teams; developed sales territories and quotas ensuring optimum resource allocation and group success.

  • Consistently delivered sales programs enabling group to exceed quota targets
19881990

Network Systems Consultant

AT&T

Analyzed client business needs and proffered appropriate recommendations; provided technical expertise and consultation; developed sales strategies and performed strategic business planning; provided pre- and post-sale support to both clients and the account team.

  • 80%+ customer satisfaction while consistently exceeding sales quotas
  • AT&T Eastern Region Circle of Excellence 1990 (Top 10% of Sales)
  • AT&T Eastern Region Winner's Circle 1989 (Top 10% of Sales)
19831988

Executive Assistant to VP

COGEMA (now part of AREVA)

Performed research to support marketing activities leading to prioritized sales opportunities; assisted upper management in developing consistent contracting policies; developed computer programs to support marketing activities; monitored and analyzed legislation relevant to the corporation to determine financial impact; reviewed contracts and commercial proposals for internal consistencies and compliance with corporate policies; performed economic analysis of utility industries to support marketing strategy; managed and audited gold mine operations and sales.

Education

BA

Magna Cum Laude

Phi Beta Kappa

MBA

George Washington University

Skills

Business Operations
Consultative Sales
Telecommunication Applications
CRM/Customer Experience Management
Business Development and Consulting
Software Application Management and Marketing
Small/Large Team Management
P&L Management
Strategic and Business Planning
Product Marketing
Product Management