Profile:

• Successfully founded, developed and operated an IT Management Consulting Firm with annual revenues over 1M by the firm's second full year in business.
• Proven track record of developing, implementing and successfully marketing products and services including AT & T WorldNet, AT & T Small Business Website and WorldSource Call Center.
• Solid experience in CRM strategy development, implementation, project management and consulting including the development of online help and support initiatives for major client.
• Extensive telecommunications product/offer management, sales and operations background including new service development of voice, data and IP Services.

Experience:

October 2001-Present
Confidential, Roseland, New Jersey
President/CEO
Successfully founded an IT Management Consulting and Staffing Firm delivering services to the Fortune 500 Market with a specialization in the Telecommunications, Transportation, Insurance and Financial Industries. Achieved revenues over 1M by the firm's second full year in business.

• Developed new client relationships leading to consulting engagements including financial services customer acquisition, process management/automation and supply chain management.
• Co-developed trademarked process and methodology for consulting and staffing services.
• Recruited, certified and managed resources for client engagements.
• Directed day-to-day operations of the all aspects of the firm including Sales/Sales Team Management, Finance, Marketing, and Legal.

September 2000-October 2001
Confidential, New York, New York
Associate Director
Directed multiple projects impacting the client's ability to execute CRM at every point of contact. Identified client business needs to manage, develop and grow existing client engagements. Independently initiated and successfully led efforts to win new business.

• Structured and directed client delivery team activity from business development through execution via web, phone/call center and face-to-face channels. Led the development of online help and support strategy for a major client.
• Led the development of process and communication plans for call/work centers as well as web-based training/training engagements. Managed client/provider capability assessments.
• Led the development of all related training, measurement and technology/database requirements for client engagements.

• Led the development and implementation of a new web hosting product for small and mid-size business customers. Managed and grew the WorldNet (ISP) service offerings. Responsibilities included direct marketing initiatives and the creation and implementation of call center scripts, process and practices to acquire and retain customers.
• Developed and implemented new small business website to sell IP (hosting and ISP) services. Responsibilities included the direction of all associated technical development activities including backend system integration and revenue tracking mechanisms.
• Led and successfully completed an effort to delineate WorldNet and other small business product revenue from other business strata. This included backend systems integration and upgrade.
• Supported the AT & T Wholesale Markets Sales Team as Data Product/Offer Manager. Responsibilities included the creation of plans and incentives to increase sales of data products and the development of an internal website for account executives to access key sales and provisioning information in an efficient manner. Also worked with a newly acquired company to create a cohesive product/offer management functionality supporting new local data products added to the AT & T portfolio.

July 1995 to October 1997
Confidential, Murray Hill, New Jersey
A start-up global joint venture of AT & T, KDD of Japan, SingTel, Unisource and Telstra
Manager/Associate Director, New Services Division
Member of the new services division responsible for the delivery of a new (voice) international call center service offering ahead of schedule, under budget and with 2 large multi-national customers in service.

• Led multiple cross-functional internal and external teams to develop, deliver and life-cycle manage a new international call center offering in a start-up environment.
• Responsibilities included working with engineering and operations, Operations Readiness Testing, the leadership of market trial activity, the training/certification of new members companies planning to offer the service as well as sales/marketing.
• Managed the global product management of call center services across the 19 Member WorldPartners Association - the sales, customer care and network distribution channel for all WorldSource Services.

October 1992 to July 1995
Confidential, Berkeley Heights, New Jersey
Manager/Systems Architect, Network and Computing Services

• Developed systems requirements and methods and procedures based on client (internal call/work center) needs.
• Developed intranet-based delivery system for a new hybrid of methods and procedures and training delivered to call center and work center representatives and management. This delivery system reduced training interval and enhanced work center operations efficiency. The system also increased call center sales and improved customer service performance levels.

Leslie-Ann O'Brien - continued

October 1992 to July 1995
Confidential, Manager/Systems Architect, Network and Computing Services (cont'd)

• Negotiated with service providers to ensure quality and cost-efficient service delivery of consumer and business local service offerings. Managed technical market trials and new local service deployment.
• Special assignments during this period included International Facilities Management Re-Engineering team and assignment to a business formation team supporting a joint venture comprised of AT & T and Grupo Alfa, S.A. de C.V. (Mexico) later know as Alestra, S.A. de C.V..

Education:

Degree: MBA
Degree: MS/Master's of Technology Management
Degree: Bachelor of Arts (Spanish)

Spanish Language and Graduate Studies in International Economics

Languages:
English (native tongue) and Spanish (conversant)
Currently studying Mandarin