- San Ramon US-CA
- [email protected]
Versatile Professional Services leader experienced in the sales and delivery of integrated software solutions to enterprise customers. Experience includes sales and deployment of Customer Service / Contact Center, Business Process Management, and Converged Communications solutions across multiple industries and verticals. Expertise encompasses full solution lifecycle: direct/channel sales support, requirements and design development, project/client management, implementation, and support. Strengths include business leadership, services delivery management, operational process development, clear and concise communications, developing actionable plans with clear expectations and accountabilities, and managing diverse teams to achieve common goals.
Selected Relevent Experience
Services leadership role where I can leverage my skills and experience to successfully deliver on a compelling value proposition, build customer loyalty, increase company market position and profitability, learn and grow both personally and professionally, and make a positive impact on my clients and colleagues.
Global 360 Inc. is a leading Business Process Management software & services solution provider.
Primary point of contact for all solution delivery activities for a large Financial Services client in Dallas, TX. Accountabilities include developing application requirements for multiple solution areas; providing guidance related to approach and prioritization; SOW development; detailed solution design, implementation and functional testing; technical documentation development; and provision of knowledge transfer to the client. Designed, developed and delivered a complex solution for Employee Lifecycle events (New Hires, Terminations, Transfers, Promotions, etc.).
Avaya is a leading provider of converged communications, contact center, messaging, and mobility solutions. Formed as a spin-off from Lucent Technologies in October 2000.
Leader of North American team of up to 65 delivery and management staff. Avaya's GPM Practice acts as single point of accountability for the management of complex integrated solution deployments. Responsible for delivery quality and client satisfaction, P&L management (revenue, margin, utilization), client and program executive sponsorship, sales support, process development and adherence, and continual improvement initiatives.
Leader of NAR Western Region Professional Services team of 100 staff with diverse competencies including services sales, project & program management, converged network analysis & optimization, security consulting, CRM /contact center applications, and custom CTI solutions. Supported channel sales and service delivery partners.
Leader of "Talent Pool" organization consisting of up to 550 staff including consulting, implementation, project management, maintenance, and managed services staff supporting multiple contact center, CRM and messaging solutions. Supported channel sales and service delivery partners.
Leader of technical consulting team of 30 staff providing custom CRM and CTI solutions. Supported multiple service delivery partners. Provided leadership direction and communications related to people, process, and systems integration challenges associated with the Mosaix acquisition by Lucent.
Mosaix Inc. was a leading provider of Business Process Automation, CRM, and Predictive Dialer solutions, formed by a merger of Digital Systems, Inc. and ViewStar Corporation in December 1996. Mosaix was acquired by Lucent technologies in July 1999.
Responsible for management and leadership of Mosaix Professional Services team of 20+ staff.Supported and managed 20+ 3rd party consultants providing services in a sub-contracted model. Achieved $7.2M in revenues for 1996 (109% of plan) and $10.8M in revenues for 1997 (119% of plan).Developed Systems Integration Partner support programs and supported large SI partners in the delivery of complex CRM solutions based on the Mosaix product and Professional Services developed offerings.
ViewStar was a software/services company providing workflow, business process automation, and document imaging solutions. Merged with Digital Systems Inc. in April 1996 to form Mosaix.
Led regional consulting teams of 20 staff and managers, plus 20+ 3rd party consultants utilized in a sub-contracted model. Led end-user training team and developed course curriculum for advanced application development topics. Developed core operational processes and tools for consulting services solution delivery. Built Center of Excellence team for best practices development. Created and implemented a knowledge management platform and environment. Developed and managed support programs for service delivery partners.
Graduated with Honors