Ann Utterback, Mba Email & Phone Number

Chicago, Il, Us

Chicago, Illinois, Us

Responsible for leading the strategy, implementation, and execution of the newly formed Contract Administration function within the Legal Department. Leads a team responsible for global activities that include contract negotiation, policy creation and enforcement, contract lifecycle management support, and the management of new and existing contracts.

Chicago, Illinois, Us

Chicago, Illinois, Us

Key member in establishing an IT VMO at HAVI. Designed, implemented, and enforced processes for IT to manage an increasing number of vendors that deliver critical operations services. Expertise across all components of vendor management including selection, on-boarding, service delivery, SLA management, governance, financial oversight, and performance management. Key Achievements: Participated in full life cycle of contracts from RFP to negotiation Improved relationship with large data center provider which resulted in eliminating SLA penalties and late deliverables

Chicago, Illinois, Us

Implemented methodology to increase adoption and maximize employee engagement for various IT initiatives. Experience in leading stakeholder analysis, developing communication plans, and executing training. Led team in creating framework for expanding OCM at HAVI.Key Achievements: Earned global IT leadership award by CIO for expertise in OCM and presented at corporate All Employee Meeting Demonstrated ability to work with cross functional teams at the C-level by working side by side with the CCO Provided expertise in OCM to business units and successfully led over seven IT initiatives including HAVI's transition to ServiceNow.and Office365.

New York, Ny, Us

Participated in Nielsen's Business Process Improvement (BPI) Leadership Program. Exhibited leadership and change management capabilities to drive change throughout the organization. Led IT initiative that had a significant impact on Nielsen's business through process improvement and innovation. Key Achievements: Completed formal training in Lean and Six Sigma

Global, Us

Leads a global team in delivering the root cause analysis process for major incidents, ensuring the technical groups adhere to the process, complete and document root cause, and implement actions to successful conclusion. Minimizes the adverse effect on the business by resolving problems caused by errors in the infrastructure and software environment and to proactively prevent re-occurrence. Interacts with process owners to identify and propose improvements to the processes and services and to implement changes.

Global, Us

Customer Satisfaction Manager, 12/2005 to PresentConsistently exceed customer expectations working collaboratively with the Service Desk and Lines of Service to resolve problems. Collaborate with various managers and Account Executives to improve business processes as well as account performance metrics.Key Achievements: Boosted overall client satisfaction by devising new 24-hour follow-up process for escalated issues.  Proactively resolved challenging problems through extensive interaction with clients.  Completely eliminated SLA penalties for fiscal year 2005.

Global, Us

Provides a disciplined process for introducing required changes within the Information Technology (IT) environment, with minimal disruption to ongoing operations and services. Oversees team of off-shore resources that delivers change management services on a day-to-day basis, ensuring consistency of service provisions through the application of processes, procedures, tool sets, roles, and responsibilities. Reviews, evaluates, and implements change processes and ensures quality parameters are met. Maintains open line of communication with the customer to ensure their change management needs and expectations are met.Key Achievements: Smoothly assumed position during critical deadline of customer splitting into two companies Improved client satisfaction by creating one-on-one weekly session to review their needs Exceeded Service Level expectations 100% of the time in the last 12 months

Global, Us

Drive significant cost reductions and process improvements for client (Motorola) as integral member of Six Sigma project team. Oversee team of product specialists, pinpointing outage trends and uncovering root causes for critical outages for clients. Lead team in Root Cause Analysis, (RCA), working daily to develop RCA database, reports, requirements, and documents. Full responsibility for forecasting usage, formulating budget models, and discovering trends and opportunities. Strengthen relations with client via Operations Reviews, monthly SLA meetings, and various ad-hoc meetings/reports. Key Achievements: Saved company over $300K annually as significant contributor to Six Sigma project. Decreased delinquent RCAs with SLAs from more than 100 to less than five within two months.  Key to negotiation of multimillion-dollar contracts and bids, resulting in major savings. Boosted client satisfaction by incorporating feedback into all processes.  Instrumental in implementing global RCA process as well as creating Operations Review format. Trained hundreds of client and internal employees worldwide on RCA database and processes.

Chicago, Illinois, Us

Increased productivity and efficiency while reducing costs by implementing improved technology-driven solutions. Analyzed all levels of organizational operations from top to bottom, including executive management. Key player during full project lifecycle, working closely with contractors and internal programmers from inception through completion. Leveraged solid negotiation skills to close multimillion-dollar contracts with vendors. Identified cost saving opportunities and clearly presented competitive advantages to management.Key Achievements: Saved $4M in 2001 and $1.5M in 2002 by identifying new methods for lowering expenses. Directly accountable for effective management of $12M annual budget. Improved business operations by revising procedures for audio conferencing bridge use and analyzing best methods for specific calls.  Smoothly assumed ownership of key project midstream after co-worker left Successfully converted 16,000 users to new system and trained 2,000 users on new voice mail system via classroom and onsite training. Promoted quickly during first year of employment and consistently rewarded monetarily for outstanding job performance. Acted as Quality Metric Calculations Team Lead with responsibility for all Network reporting.

Mba, Management

Kellogg High Performance Negotiation Skills - Executive Education

Bs, Management/Mis

Education record