A highly accomplished and driven senior leader with extensive experience directing and guiding the growth of prestigious organizations. Strong and decisive operations and customer service leader with excellent analytical, organizational, team building and planning skills. Derives genuine pleasure from transforming high-potential staff into outstanding leaders demonstrating the creativity critical to financial and operating success. Superior work ethic with the ability to identify areas of strengths and weaknesses to devise solutions. Recognized as a dynamic project manager with the ability to deliver complex projects on time and under budget while exceeding expectations. Detail-oriented self-starter with outstanding oral and written communication, interpersonal, time management and presentation skills.
Selected Highlights
- Effectively led a project to improve the resource spread in off shore locations to 60% with projected business savings of $2M
- Achieved all business objectives by developing innovative processes and executive dashboards to steer the business towards enhanced performance
- Drove increased client satisfaction, client retention (currently at a record 97%) and COS margin by reducing operating cost through people, process and tools/technology while ensuring service delivery excellence for the national account business process outsourcing, BPO and clients
- Secured additional business and services of over $1.25M through strong client relationships
- Proactively implemented measures to retain employees, resulting in improved retention from 65% in 2008 to 82% in 2009
Core Competencies
- Team Coaching/Mentoring
- Account Management
- Client Retention
- Multi-Tasking/Prioritization
- Process Improvements
- Technical Expertise
- Dashboard Planning/Development
- Operations Management
- Client Relationship