SUMMARY

• Distinguished 18+ year career introducing strategies to drive growth within intensively competitive markets - Expert in creating vision, identifying opportunities, creating high-quality products and services, delivering strong revenues and profits, positioning start-up and existing businesses for sustainable global growth to include mergers and acquisitions, program and business optimization, IT and business operations improvements, while driving customer and client loyalty.
• Recognized for establishing, growing, and managing high performance teams - Strategically focused with exceptional leadership skills in developing and leading cross functional IT and business teams, spear heading change in competitive and resistant environments, business development, product management, ITIL/Six Sigma, and improving IT/Business organizations while consistently exceeding goals across evolving business and market environments while maintaining a solid employee retention record. Personally managed high profile programs and project(s) around 1.8 billion dollars.
• Strong innovation, transformation and growth leadership - Over 20 years of experience in Operations, Project Management & Program Management. Proven successes in process and operational standardization, CRM re-engineering, B2B, compliance, outsource ODM/OEM/CM models, application and platform migrations and builds, data center migrations and operational best practices, that have reduced operating expenses, improved quality, expanded customer portfolio and increased employee productivity.

CORE COMPETENCIES

• Business Continuity ~ Process Re-engineering ~ Business & IT Operations ~ Integration Strategies ~ Strategic Planning ~ Financial Planning
• RFP ~ Communication Strategies ~ P&L/ERP ~ Development & Implementation ~ Vendor/Contract Mgmt. ~ Organizational Restructuring
• SDLC ~ CRM ~ Project & Program Mgmt. ~ Acquisition & Mergers ~ Marketing & Product Mgmt. ~ Compliance ~ ITIL/Six Sigma/Agile

PROFESSIONAL EXPERIENCE

Program/Project Management/SCRUM Master

Confidential

Responsibilities:

• Implementation of end-to-end processes
• Streamlined client integration process and technical opportunities
• Successfully integrated companies largest client to join the client portfolio
• Implemented PMO and Portfolio best practices
• Implemented Change Management processes and procedures, reducing issue management turn around time by 50% (ITIL Methodology)
• Renegotiated vendor fee’s resulting in $250K monthly savings
• Implemented external end-to-end rebanding effort within 60 days
• Implemented vendor tools and first member mobile application

Consultant; Executive, SCRUM Master, Program and Project Management

Confidential

Responsibilities:

• Mentored, critiqued, and trained executive leadership (Inclusive of C Level)
• Acted as SCRUM master on projects in newly introduced SCRUM environments
• Streamlined processes and managed Government Programs high priority projects resulting in a 24% revenue increase due to efficiency
• Significantly increased revenue in three critical departments of high profile companies by 28.9% - 34.4%
• Established and implemented enterprise processes and procedures resulting in 28.4+% of productivity and decreasing budget by 33.4%
• Provided press conference writing, critiquing, and diversion for high pressured circumstances
• Identified and resolved internal fraud and corruption resulting in a $5.5M savings
• Successfully managed high profile programs/projects ranging from $500K - $34M (to include start up departments within large organizations)
• Successfully implemented Change Management in critical departments resulting in 23% less incidents within first 30 days
• Designed in-house training materials and conducted training courses for all levels
• Standing up Center of Excellence departments
• Provided mentor and training in Agile/SCRUM/Six Sigma/Waterfall
• Established Data Center of Excellence

Sr. Management; Operations and Program and PMO Management

Confidential

Responsibilities:

• Successfully revamped and re-launched the loyalty program software and platform migration; increasing member engagement by 21% ($6.4mm project)
• Trained and acted as hands on SCRUM Master for Loyalty transformation
• Successfully migrated $7 billion corporate credit card account ($4.4 mm project)
• Matured and realigned operational best practices resulting in 40% productivity increase; and PMO best practices resulting in 40% increase
• Enhanced customer experience of loyalty program resulting in 32% increase in customer satisfaction survey
• Automated fraud and abuse controls resulting in a 52% productivity increase and $7.5mm in fraud and abuse savings
• Implemented changes resulting in 38% call reduction to the Loyalty Programs Customer Support line
• Renegotiated vendor contracts resulting in $2.6M savings
• Revamped marketing strategies process improvements increasing member spend by 24% and introduced new Omni channels
• Seamlessly completed core data center migration/move (Included national and international data center(s) as well)
• Personally managed end-to-end RFP/vendor selection to include but not limited to platform and tool migration

Sr. Vice President; Gov’t Programs Operations & Enterprise PMO

Confidential

Responsibilities:

• Matured and realigned the Project Management Office, resulting in 62% productivity increase (PMO toolbox and processes)
• Acted as SCRUM Master and provided training/coaching
• Acted as Six Sigma mentor and provided training
• Increased seamless project execution and delivery by 35%, while increasing customer portfolio by 42%
• Launched new product portfolio and agent program increasing sales by 25%
• Designed and implemented first Government Programs Loyalty Program - process improvements resulting in a $9.4MM savings annually
• Seamlessly managed eight high profile acquisitions/mergers with high media visibility while remaining under budget
• Designed and implemented Acquisition/Merger Playbook and Capital Funding Process – increased productivity by 42%
• Designed and implemented investigation/fraud & abuse controls, minimizing fraud claims by 26% and reducing compliance violations by 15%
• Successfully managed end-to-end application and platform migration for critical application(s) ($5.4 mm project)

Sr. Program Director; Operations and Enterprise PMO

Confidential

Responsibilities:

• Partnered with state agency in designing and implementing the first Health Care Reform Filing and Reporting
• Implemented Expense Approval process and controls resulting in $11M cost savings during first year after implementing
• Launched re-engineering initiative of existing operating standards and processes, resulting in 41% higher productivity and %25 cost reduction
• Implemented inventory control plan and provided leadership in start-up initiatives of a CMDB (Configuration Mgmt. Database) reducing cost by $1.5mm
• Eliminated 42 processes through automation, lowered operating costs $500k and removed 80% manual tasks
• Streamlined compliance and government mandate processes resulting in a $5mm savings
• Reduced claims processing errors by 15%
• Redesigned and launched three core back bone applications resulting in 45% efficiency increase and 36% reduction in incidents

Executive Director; Business Operations

Confidential

Responsibilities:

• Acted as SME and provided training for ITIL, Six Sigma, SCRUM
• Expanded specialized client portfolio by 21 % (Directly managed high profile client migrations with unique challenges)
• Altered staffing model, increasing on time delivery of data to clients by 46%
• Designed, implemented and led start up initiatives of Enterprise PMO (Project Management Office)
• Designed and executed the implementation of Enterprise Change, Problem, Incident, Service & Configuration Mgmt. standards following ITIL Best Practices - Improved SLA from 76% to 99%
• Designed and implemented automated tools and cutting lost data costs by $1.1M
• Implemented enterprise stage gating, ITIL best practices, full data center migration, PMO financial approval process and client on-boarding process increasing productivity by 42%
• Saved $44M by incorporating continuous process improvement, business process outsourcing and cost reduction strategies
• Decreased implementation defects by 45% implementing best practices (PMO, Testing, Release Mgmt. and Development best practices)
• Improved uptime from 89% to 99.9999%

Director; IT Platforms & PMO Operations

Confidential

Responsibilities:

• Successfully migrated main data center to a new location ($1.8 billion project)
• Delivered 34% reduction in data center operating costs by renegotiating vender and servicing contracts
• Managed the introduction of process improvements and quality measurements to enhance operations which achieved highest rating (94%) on management surveys for employee’s morale and satisfaction.
• Introduced new processes resulting in 64% drop in incidents, and a 23% decrease in customer support call volume
• Opened new marketing channels and established strategic alliances in Europe
• Less than 2% staff turnover (from 24%) with concurrent increase in client satisfaction
• Improved customer satisfaction scores by 35% within six months
• Reanalyzed network traffic, eliminated unnecessary routing and equipment and reduced costs by 24%
• Revamped SDLC resulting in a 25% productivity increase

Sr. Manager; IT Program & Change Management Operations

Confidential

Responsibilities:

• Marketed and executed a culture change that transitioned the function from technology driven to a business process driven role
• Successfully introduced new development and deployment standards – 28% increase in customer satisfaction
• Managed Call Center Operations – Abandoned calls dropped by 14%
• Managed Enterprise Change and Incident Management – 24% decrease in Production Emergencies
• Managed a 30% work load increase with no increase in resources
• Implemented Enterprise Incident Management standards that were adopted by parent company and internal departments
• Developed, implemented and managed IT Enterprise Operation processes, procedures and Production Schedules – Resulting in a decrease of backed out deployments from 10% to 2% and higher SLA stats.
• Provided leadership to reorganization and outsourcing initiatives
• Designed and implemented process improvements resulting in a $9.9MM savings annually

Manager; IT Production & Support Operations

Confidential

Responsibilities:

• Decreased implementation defects by 56%
• Reduced incident management by 41%
• Implemented new staffing support model increasing SLA’s by 64%
• Increased on time delivery and deployment by 75%
• Managed Technical Support Desk – Abandoned calls decreased by 21%
• Substantially improved quality and productivity of time to develop new technology by 28%
• Managed development, testing, and implementation of builds – deployments went from 45 days to 10 days with improved service
• Trained and mentored junior associates – 60% of associates trained received awards or promotions
• Designed and implement application monitoring standards - 25% pro-activity increase
• Recipient of three Above and Beyond Achievement Awards
• Direct a team that built and successfully implemented an automated underwriting system which became the backbone application for the company