Qualifications, Executive Profile & Select Accomplishments

• Strategic Account Planning
• Process Innovation
• Client Engagement Modeling
• MSA/SOW Negotiations
• Client Relationship Governance
• Transformation & Transition
• Global Program Service Delivery
• Offshore Expansion Planning
• Work at Home Solutions
• Performance Based Contracting
• Analytics Services
• Outsource Process Assessment

Seasoned BPO Executive specializing in revenue generation, sales strategy, account management and development, creating strong relationships and solutions serving the complex enterprise marketplace, with primary responsibilities that include relationship management of Sutherland's telecommunications and technology clients.

• Proven success and experience in full lifecycle account team development, growth and retention, business transformation, and solutions sales.
• Recognized for award winning account development results supporting the growth of enterprise clients including AT&T, Verizon, Sprint, Cisco, Cox, Covad, Avaya, ADP, Sage, Intuit, Equifax, and Johnson and Johnson.
• Strength in communicating core company competencies, methodologies, and value-added services.
• Solid understanding of business and technical environments, all aspects of sales management, network operations, program management, transition planning, and enabling technologies.

Professional Experience & Accomplishments

Confidential - 2005-Present
Sutherland Global Services a $650+ million dollar, minority owned, leading outsourcing company
focused on integrated customer life cycle and back-office life cycle operations.
Senior Director of CLIENT SERVICES
Oversee global client relationships and associated growth of revenue and margin streams related to a portfolio of enterprise clientele supporting sales acquisition and customer care, and tech support operations in India, Philippines, Mexico, Canada, United States and Work@Home. Establish a solid network and strong relationships with key executives and coordinate a dynamic, wide range of client-facing activities to support assigned client base account management, business development and service delivery requirements. Host client organization executives to center locations, presenting Sutherland's rightshore model to facilitate retention/growth of portfolio revenues and margin, and to develop opportunities across new and existing business units and expansion to new geographies.

Select Accomplishments:
As lead manager of the Enterprise Account Team, my priorities are to provide focused leadership, orchestrate cross functional coordination, drive negotiations, successful partnership, and generate growth and results:

• Successfully manage enterprise account portfolio revenues of $20M-$100M+ with average annual portfolio base growth of $6.925M.
• Drove growth of portfolio revenues via expanded solutions and services throughout client organization business units. Introduced SmartLeap technology enabled platform to optimize KPI attainment and drive efficiencies, reduced AHT and improved productivity.
• Grew AT&T client revenue 499% from $16.8M to $83.9M during FYs 2006-2010.
• Expanded Uverse Technical Support Global Operations to over 1500 FTE and managed launch in Monterrey and Davao .
• Achieved growth in AT&T Mobility Acquisition and Care Programs to 700 FTE at peak.
• Maintained 100% account retention and 100% client satisfaction rating/client advocacy.
• Demonstrated success in all areas of global account management, portfolio coordination of multiple onshore/near shore/offshore rightshoring implementations and programs, maintaining preferred provider status and trusted business partner relationships across cultures, geographies and economies.
• Received recognition for outstanding achievements in meeting/exceeding revenue and service delivery margin performance goals including multiple years of President's Club honors.

Confidential
Full-service communications service provider supplying a comprehensive line of network resources-including complete engineer, furnish and install services in addition to project management and professional services-for communications equipment vendors and carriers for both wired and wireless infrastructure.
Vice President of Business DEVELOPMENT 2004-2005
Directed national sales and marketing efforts and led all business development activities at the corporate level mainly targeting wireless carriers AT&T Wireless, T-Mobile, Nextel, Sprint, Cingular and wireless infrastructure entities such as Ericsson, Alcatel, Nokia, Lucent, General Dynamics, Bechtel, and other network development firms. Full accountability for managing projects including market entry and expansion planning, engineering and deployment, site acquisition, augmentation and development, and network component installation and optimization.

Select Accomplishments:

• Negotiated and secured national distribution and partnership agreements with broadband equipment and engineering firms to support wireless network deployment and diversified revenue streams.
• Implemented a reporting, tracking and pricing system that proved game changing in increasing profitability and service quality.
• Created an account development process which resulted in substantial successful improvements in communications and customer satisfaction.

Confidential
Confidential, with more than 56 million subscribers in the U.S.
General Manager, Upstate New York 2002-2004
Successfully managed all regional operations and sales distribution through direct and indirect, channels, driving growth of the subscriber base and developed public relations initiatives with the business community. Substantially expanded market share utilizing a disciplined sales process that employed consultative, applications-driven sales solutions to meet and exceed revenue and growth objectives. Provided focused leadership to more than 100 team members on a high activity business-to-business sales model emphasizing service differentiation and value to the customer.

Select Accomplishments:

• Orchestrated the largest single transaction in company history, securing approximately 2,000 activations through an unprecedented university campus application. Oversaw and directed the project from initial qualification through implementation. Managed and coordinated cross-functional departmental requirements within the company and the university. Ensured continuous quality service delivery and customer satisfaction. Event received national media coverage.

Confidential
Confidential became One Communications in 2006 in a merger combining three competitive local exchange companies.
Regional Vice PRESIDENT 1999-2002
Director of SALES 1998-1999
Directed/supported efforts of more than 200 direct sales and alternate indirect channel partners. Leading an award winning team of sales, alternate channels, and customer development professionals offering integrated broadband data and voice telecommunications services to small and medium-sized businesses in multiple northeastern markets. Continually assessed business strengths and weaknesses and developed product differentiators and competitive advantage, value-based selling strategies that secured/retained clients. Monitored financial reports to ensure control, reduction in expenses and adjustments, and maximum achievement of budgeted goals.

Select Accomplishments:

• Spearheaded and organized market launch activities in ten markets. Achieved growth of over 170,000 access lines and $117M in annualized revenues in 36 months covering 14 markets in New York, Massachusetts, Rhode Island, New Hampshire, Pennsylvania, and Connecticut.
• Awarded the President's Circle of Excellence and achieved recognition as top Regional Vice President in 2000.

Confidential
The largest independent competitive local exchange carrier in the U.S. in 2000.
Director of Sales-Northeast 1997-1998
.
Confidential
Confidential the largest phone company in New York became Frontier corporation, generated revenues of $2B in 1996.
Director of Sales 1988-1997
.
Confidential
Major Account Manager 1986-1988

Education

BS, Biological Sciences