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Operations Executive with more than
years of successful Client Management and Service Delivery experience
building relationships, creating and deploying successful strategic
initiatives including team building, sales support, business process
improvements and project management in both national and international
environments for SMB and Fortune companies.
Nextgeneration $M managed network
and security provider delivering widearea networking solutions to multilocation
Director, Service Delivery
Responsible for developing the Service
Delivery organization, providing strategy and leadership by creating
and managing client and vendor relationships, implementing business
process improvements focused on efficiency and scalability and delivering
services ontime through successful project planning and execution.
Hired and managed a staff responsible for delivering customer solutions.
Designed new business model
to expedite the delivery of services in order to address efficiency
and scalability resulting in consistently meeting % of monthly goals.
Strategic plan included defining and documenting roles and responsibilities.
Delivered on % of monthly
installation goals and objectives through direct leadership for project
execution across internal and external business teams. Largest company
project + site implementation delivered ontime according to
Developed and implemented
business process improvements and service performance metrics that supported
more than % yearoveryear company growth and resulted in reducing
service delivery intervals by %.
Positioned Cybera and the
Service Delivery organization to sales prospects promoting key service
differentiators which resulted in closing the top customers.
and company as key differentiator through targeted presentations, project
planning and implementation resulting in organization being recognized
as top reason for customer satisfaction in customer survey.
Provider of facilitiesbased integrated
communications services to small and medium businesses.
Senior Marketing Technical Consultant
Delivered strategic sales and technical
support initiatives, broadened crossproduct selling opportunities,
developed and implemented business process improvements and project
plans and led new product development initiatives.
Reduced service delivery
times by % through business process improvements and development and
implementation of order approval and tracking system used crossfunctionally.
Strategic plan was implemented across all branch offices.
Developed product definition,
strategy and collateral resulting in ontime product launch and increased
crossproduct selling for sales organization.
Exceeded customer expectations
by developing project plans and managing crossfunctionally, both internally
and externally, for service installations and network builds.
Fortune global provider offering
turnkey voice, data and Internet solutions for SMB and Fortune companies
– Service Product Integration
Insured new technology products and
programs were analyzed for appropriate quality and service focus prior
Received the MCI Business
Support Services “Service Elite” Award for outstanding performance
for leadership and contributions to department’s success.
Managed a staff of responsible
for over products.
product supportability by gathering internal and external client requirements,
assessing impacts and identifying and resolving issues which enabled
product launches to remain on schedule.
Communicated and delivered
product initiatives to sales and support organizations providing additional
revenue streams and opportunities for increased customer retention.
Managed ongoing executive
communication, escalations and issue resolution keeping department on
track for meeting objectives.
networkMCI Business Consultant,
Key member of team responsible for
increasing product awareness and knowledge for new software product
delivering email, Internet, document sharing, desktop video and conferencing,
ecommerce and news services applications to commercial businesses.
Appointed member of the
National Sales Development team and National Product Rollout Campaign
responsible for strategic development and implementation of gotomarket
initiatives and trainthe trainer program.
Developed and executed customer
forums, sales support and customer training for networkMCI Business
suite of products that resulted in new annual revenue.
Increased both internal
and external client satisfaction, product knowledge and account penetration
through requirements gathering, communication of product enhancements
and resolution of crossfunctional/crossdepartmental issues.
National Account Support Consultant,
Managed Worldwide National Accounts
with annual revenue in excess of $M per year.
Developed and executed account
plans focused on new and incremental revenue growth. Consistently met
or exceeded revenue targets.
Managed the implementation
and ongoing maintenance of all domestic and international services,
as well as, contract implementation, specialized billing requirements
and credit, accrual and receivable process that significantly exceeded
NORTHERN ILLINOIS UNIVERSITY DeKalb,
Bachelor of Science in Marketing
Junior League of Nashville
Young Leaders Council Alumni