PROFESSIONAL EXPERIENCE

Confidential

Services Manager

• Accountable for bringing procurement category managers and executives from middle management together to share best practices and exchange ideas via member only online research center. Build customer loyalty and minimize controllable customer attrition by managing appropriate customer expectations, monitoring and facilitating achievement of service commitments.
• Account Manager for 10 local and global clients' accounts generating 150K in annual sales. Conduct on-site client visits to define business deliverables, launch client onboarding process and kick-off meetings, deliver client presentations, gather client feedback to improve services, close subscription renewals and continuously grow CASME's subscription renewals and upgrades.
• Maintain and update client database to ensure that company markets services effectively and communicates with all customers. Create and provide MVR monthly value reports and KPIs metrics to clients. Lead communication effort for CASME meetings such as invitations, agendas, and cancellations as well as oversee post event communications to business clients.
• Face and voice of Client Services Team at company sponsored meetings throughout the United States. Act as a point of information for clients and provide demonstration of services. Monitor the activities of discussions to ensure compliance with the applicable regulations. Record high level non-attributable notes on discussions for future circulation to attendees.

Confidential

Technical and Customer Support Consultant

• Work with Technical/Configuration Support Team in K-12 division as well as MAXIMUS clients to provide technical consulting on system infrastructure and interoperability for the TIENET Special Education Case Management System. Identify and implement continuous process improvements that enhance the customer experience and drive business results. Conduct internet and document research, customer and account data maintenance, manage CRM ticketing database and knowledge repository. Draft process flow diagrams contribute to metric reports, training materials, and other deliverables.
• First line of defense for mid to high level call volume environment. Responded and diagnosed client inquiries via email and telephone including problem recognition, research, and resolution steps. Provided Level 1-3 support to clients, and escalated all other issues to appropriate level of support/management.
• Improved client satisfaction rating from 45 to 70 within a 6 month period by providing clients with reliable service with great deliverability, which resulted in TIENET product being chosen as Top 100 Product by Readers of District Administration Magazine for 2013.
• Conducted QC testing on functionality, compatibility, and reliability of databases during test phases prior to deployment of newly developed technical specifications and implementations.
• Developed implementation processes and quality control procedures, which resulted in an increase in productivity and a 65 decrease in bugs/issues reported.

Confidential

Director of Operations

• Plan, direct and coordinate the operations of K-12 division, and reporting directly to the COO and VP of Finance. Manage a team of 12 business/operations support personnel and inbound/outbound multi-tiered structured high call volume customer support team. Identify and implement continuous process improvements that enhance the customer experience and drive business results. Provide annual reviews, career development and role growth to assigned staff while continually training, mentoring and managing delegation of duties. Cultivate relationships with over 50 vendors and manage 4.4 million physical warehouse inventory. Produce and compile various monthly KPI reports/metrics for senior management.
• Developed highly productive teams that successfully supported services, marketing campaigns, products and programs that generated approximately 10 million in revenue.
• Streamlined operations and reduced costs by 50 within a 4 month period by renegotiating service level agreements SLAs and reducing number of vendors.
• Associate Sales Force Administrator for K-12 division. Create quotas, process and fulfill contracts, and execute configuration changes on 400 accounts. Work with Director of Partner Management to identify issues and potential areas for improvements, including building reports and dashboards for senior management.
• Collaborated with business partners to develop cooperative relationships with their vendors and clients. Resulting in sales of 500K within a 9 month period.
• Managed full project lifecycle for 15 client accounts which generated revenue of approximately 75-100K per school year.
• Partnered with AP/AR to approve division's invoices and settle billing issues. Perform financial and accounting tasks, including creation of new projects utilizing Microsoft Dynamics SL, G/L coding and updating of revenue/billing database.
• HR liaison for 80-100 exempt and non-exempt employees in the US. Provide guidance in all areas including clarification of company policies, conflict resolution, and performance management. Supervise facilities management, space auditing and planning, as well as handling lifecycle management of all IT hardware for division.
• Assisted in the development and implementation of company's vacation and sick policy, as well as Employee Handbook and Travel Business Expense modifications. Designed and deployed structured on and off boarding process for K-12 employees.
• Created, maintained and implemented contingency/emergency response plans for Operation departments.

Operations Manager for Service Centers / Emerging Accounts Project Manager

• Built high performance teams of 20 operation support personnel, which consists of scan center, PD and customer service representatives. Ensured effective resource utilization and strong collaboration with tech and project management teams. Responsibilities included hiring, training/developing, motivating, coaching, evaluating and retaining qualified staff. Produce and compile monthly KPI reports for senior management.
• Teams supported programs that generated approximately 13.5 million in revenue.
• Reorganized departments' workflow process by streamlining functions and increasing training to address low productivity, complaints and high error rates. Improved Call Center answer speed and turnaround times for incoming and outgoing inquiries. Resulting in 15 reduction in complaint rate within a 5-month period, with no increase to staff.
• Led data breach response team which handled approximately 8,000 student data security breach inquiries within a three month period. Worked closely with Experian representatives to provide free identity theft protection to appropriate aged clientele. Provided reports and frequent updates to COO, General Counsel, Director of the Office of Communications/Press Relations and IT department.
• Manage 20 client accounts generating 450K in annual sales. Plan, execute, and finalize projects within triple constraints of delivering on time, within budget and scope objectives, including acquiring resources and coordinating efforts of team members in order to deliver projects according to contract.

Ensured stellar customer satisfaction, while maintaining client retention rate in excess of 90 .

Project Manager for Confidential

• Foster and develop key relationships with top-level NYC Department of Education personnel, while managing operational activities for the NYCDOE Formative Assessment Program. Distribute and retrieve test materials to/from 1,170 schools and respond to Level 3 customer call center inquiries/complaints. Organize and handle logistics including budget for client training sessions.
• Successfully created recovery strategy to reverse negative issues affecting the continuation and potential renewal of 4 million program.
• Led a cross-functional team of project managers, software developers and content creators to produce a new QA resource to rebuild the business process for creating, scanning, printing, and delivering test booklets accurately. Reduced error rate from more than 10 to 3 within a 6-week period, resolved 70 of customer issues within 24 hours, and revised processes as required to ensure program effectiveness.

Confidential

School Relationship Manager Supplemental Educational Services

• Represent, explain, and market company's initiative to provide free tutoring SES under the No Child Left Behind law, to low-income families in Math and ELA for students attending Title I schools. Develop and maintain relationships with community leaders, school administrators, parent coordinators and parents. Attend NYCDOE conferences and expos including school sponsored events and parent fairs. Develop and conduct presentations, trainings and workshop sessions for parents and school officials.
• Secured contracts with approximately 20 NYC elementary, middle and high schools within a two-month period. Achieved an enrollment rate of approximately 1,400 students while maintaining an overall attendance rate of 75 within my regions.
• Developed and conducted free workshops for parents, which helped increase parent participation and involvement at school sponsored events. Topics included reading for fun, building math skills, and tips tricks for studying with your child.
• Managed strategic marketing initiatives, activities, community events, and industry competition in order to create a strong brand experience.
• Oversee and govern the day-to-day operations at school sites. Work with NYCDOE personnel, PT staff, parents and students to resolve issues, as well as provide advice and guidance as required. Ensure appropriate services are delivered within a structured learning environment to guarantee academic success. Adhere to operating budgets, hiring, and training, monitoring and maintaining staff. Complete weekly status reports for management, which included incident and expense reports, student participation, teacher lesson plans and site updates.
• Trained and supervised over 100 part-time site coordinators and instructors, including NYCDOE teachers. Managed team schedules, meetings, daily logs and documentation, timesheets, and planned marketing events at assigned school sites.
• Collaborated with Director of Educational Partnerships to increase overall efficacy of part-time staff curriculum instruction, professional language and behavior, classroom management, observation and feedback processes.
• Identified and immediately addressed potential problems in service. Reduced complaints from school administration and parents by 40 within first 30 days of service.

TECHNICAL SKILLS