TECHNOLOGY OPERATIONS EXECUTIVE

Innovative and solutions-focused Program Management Executive with a unique blend of CRM Operations and Technical Delivery experience. Adept at understanding the relationship betwee technology and organizational performance and skilled i leading multicultural global project teams through the entire project lifecycle. Sought after for technical and operational expertise, valued as a business partner, and successful i significantly improving the user experience through intelligent investment and direction. Creative i the concepti and development of customized products t improve operational performance and staff productivity.

PROFESSIONAL EXPERIENCE

Confidential

Vice President Paid Services Divisi

Responsible for global customer service operations, technical implementations, and project delivery for the Paid Services Divisi of AOL. Oversee the daily operations of multiple business units while leading over 75 global personnel and budget of 30 million. Manage technology systems, including COTS Moxie, Infor, Pega Systems, Avaya, Nuance, Sprint, Aptea , proprietary, and interfaces. Lead and enhance the customer experience, evaluating processes, products, and services and developing world-class technical solutions that improve service and profitability.

Management Areas:

• PMO/Solutions Delivery Manage the entire project lifecycle i a Agile environment for internal and customer projects that improve operational performance and adds value t the customer experience. Develop and maintai project roadmap, designing the look, feel, and outcome of the project t meet budget controls and customer satisfaction. Build, lead, and motivate high-caliber technical teams.
• CRM and Social Platforms Improve the ongoing customer experience, manage the AOL 'social voice of the customer', lead teams t ensure the integrity of the tools serving AOL products, including the IVR system, Chat tool and interface, Help one of the top te AOL properties , and My Account functions for free and paid customers. Manage the Facebook and Twitter social interacti betwee the customer and the AOL brand t optimize trends and resolve major customer issues.
• Knowledge Management Manage all content touching every AOL brand, overseeing the end-to-end technology management and performance of knowledge systems delivering over 500 milli page views and interactions annually. Ensure the most up-to-date informati is available for consumpti by call centers and customers.
• Web Development Direct technical teams i the creati of state-of-the-art web pages t promote AOL and its products and services. Ensure ease of participati by the customer.
• Campaig Development Spearhead customer retenti and engagement activities, developing innovative technology triggers t monitor client activity and promote services or provide timely information.
• 7/24/365 Help Desk Identify customer affecting issues through the development of a new Consumer Our Ow Products and Broke reporting process resulting i a dramatic reducti of the number of incoming calls estimated 1 milli dollars i savings while driving transparency and reporting of product issues.

Key Projects and Accomplishments:

• Managed the process and system changes for a historic contact center transformati from 12,000 t 1,500 CSRs and 200M t 50M annual customer calls.
• Oversaw the development of the largest ACD/IVR, customer support product suite Avaya , which resulted i serving over 70 milli unique callers annually and contained 15 of the calls withi the IVR.
• Analyzed processes and identified areas for improvement across 10 technical platforms. Collaborated with engineers for technical directi and the development of product enhancements, which resulted i 1.5 billi i retained revenue from the Access Business Unit.
• Spearheaded a multi-year project t create a Single Source Publishing program t eliminate redundant processes and outdated data. As a result, programs are published t multiple systems, giving all readers up-to-date informati and improving the customer's experience, realizing a jump i customer service scores from 50 t 92 .
• Improved employee capabilities and morale through the creati of the innovative AOL University system, which delivered hands- business skills training, cost savings identification, team-based work, and mentoring sessions t global employees.
• Delivered the social media integrati with Facebook and Twitter t detect and resolve critical 'voice of the customer' trends

PROFESSIONAL EXPERIENCE

Confidential

Senior Technical Director Knowledge Management and Product Support

Spearheaded product support activities which service all AOL products, including Mail, Home Page, AIM, etc. Leveraged available resources and led global teams t identify opportunities and develop solutions t improve service levels, reduce cost t serve through the identificati and communicati of issues, and enhance the customer experience.

Key Project and Accomplishment

Developed KPIs which accurately measured value, relevance, and usage of informati t create the company's first cost model which accurately outlined the costs associated with supporting all of AOL's services.

Confidential

Project Portfoli Leader Business Informati Office

Led multiple business units, including Global Technical Account Management, Global Call Center Help Desk, Release Management, Crisis Management, Architecture/Tools/Technology, and Platform Performance that drove 1.5 billi i revenues annually. Directed global teams i the development of solutions that improved operational performance levels and increased customer satisfaction.

Key Project and Accomplishment

Drove state-of-the-art technology project implementations t build, restructure, and retire 26 global contact centers i tw years.

Managed a portfoli of technology spend of over 30 milli dollars.

Confidential

Chief Operating Officer

Delivered extraordinary profit growth, driving over 25 milli annually i less tha tw years with a 28 profit margin. Oversaw all daily operations of IT, Customer Service, Fulfillment, Huma Resources, and Client Management leading approximately 140 personnel.

Key Projects and Accomplishments:

• Automated 80 of all operational processes, allowing the company t grow without the expense of additional staff.
• Led successful vendor negotiations, which reduced shipping costs by 14 .
• Streamlined fulfillment operations t increase output and reduce manpower, resulting i a 400 monthly increase i shipments.

Confidential

Vice President, Operations and Service Delivery

Reported directly t the CE and led a staff of 50 i the development and support of the company's Software as a Service products. Assisted i the closing of 1 milli series A funding and 13 milli series B financing.

Confidential

Director of Operations SOH Division

Oversaw Merchant Business Development, Quality Assurance, Reporting, CRM and Client Implementati and Client Support. Source and negotiated a 5milli budget and assisted i the development and implementati of the business strategy.