SUMMARY

Dynamic executive with diversified experience and success in project management, operations management and third party outsourcing. Skilled in formulating strategies, initiatives and policies. Proficient in developing and maintaining client loyalty through high touch communications and consistent delivery of services. Self motivated, organized, detailed oriented, high performing professional that thrives in a fast paced environment. Experienced in communicating with all levels of management.

End to End Project Management | Project Planning / Execution | Migration - Transition of Technical Helpdesks | Evaluation of Technical Solutions | Problem Solving | Quality Assurance | Productivity and Efficiency Improvement | Vendor Management | Third Party Outsourcing | Client Relationship Building | Operations Management | Multi-Site, Multi-Project Operations | Leadership

PROFESSIONAL EXPERIENCE

Confidential, 1985-2010

Global leader in Information Technology offering innovative, effective solutions through consulting, systems integration and outsourcing.

Managed, identified and coordinated multi project activities required to transition / migrate client and internal helpdesks into CSC consolidated Global service desks.

• Directed projects through all life cycle phases. Coordinated deployment activities with Cross-functional technical, facilities, finance, telephony, security, training and operations internal and external staff to meet project objectives.
• Provided ongoing project analysis, mitigated "scope creep", communicated project status, conducted risk assessments and risk mitigation, identified and resolved project issues and constraints.
• Consistently met project conversion schedules, within project budget.
• Traveled domestically and internationally for transition activities, ensuring client satisfaction and exceeding client expectations.
• Selected to provide service desk consulting at a client site, Standard Register in Dayton, Ohio; October 2003-April 2004.
• Conducted in-depth due diligence and data mining activities, identified process and procedure improvement and presented those recommendations to client management.
• Developed and implemented operational changes to adhere to service level agreements (SLA's).
• Coached and mentored Team Leads, strengthening their management and operational skills.
• Selected to manage a technical first level service desk (30 agents, 7x24x365) for CSC internal employees; March 2003 - October 2003.
• Implemented monitoring and communication processes to move quality of service from acceptable to outperforming in average speed of answer, abandon rates and first call resolution.
• Directed development of process improvements and performance measurements to improve service quality, workflow and productivity.
• Consistently under budget by managing staff loads without impacting quality of service

Manager Portfolio Services 1998-2000
Managed call center operation, administrative and support services for financial clients using an internal insurance compliance tracking system.

• Implemented cost reduction opportunities by reducing staffing requirements through streamlining and automation of work processes.
• Monitored service level requirements ensuring client contractual obligations were maintained and exceeded.
• Implemented system, process and procedure changes and enhancements increasing productivity, accuracy and quality.
• Recruited, developed, coached, trained and retained support and supervisory staff resulting in an approximate 8% turnover rate compared to division rate of 30%.
• Contributed to pre-sale activities for potential clients.

Operations Manager 1997-1998
Managed start-up and continued management of Hazard (mortgage) insurance department, including staff forecasting and scheduling, program definition, client implementations and development and continual improvement of work processes.

• Assumed management of under performing Flood insurance department. Enhanced operating performance by identifying and implementing changes to bring the unit within acceptable standard operating guidelines, therefore creating a profitable cost center.
• Maximized departmental efficiencies and effectiveness by developing processes and programs to improve workflow and productivity. Results included eliminating backlog of work and increasing output with fewer staff.
• Developed and delivered response to proposals (RFP's) for new business. Managed project; establishing time frames, identifying contributors, assignment of tasks and coordinating all aspects of delivering final document to prospective client.

Call Center Manager 1994-1997
Senior Account Executive 1989-1994
General Manager, Confidential, (Acquired by CSC - 1990) 1985-1994

Bachelor of Science in Marketing
Kelley School of Business

SOFTWARE SKILLS

Proficient in Microsoft Project, Excel, PowerPoint and Word
Working Knowledge of Remedy 7.0 Incident Management Tool

PROFESSIONAL ORGANIZATIONS

| Park Cities Women in Business | Indiana University Alumni Board Member - Dallas Chapter