As VP, I guaranteed the successful outcomes to critical customer situations, directly impacting billions of dollars in production or revenue generation. This also entailed building and leading a top-performing global team to deliver world-class results 24/7 for our top 250 global customers.As Senior Director, I managed SAP’s largest and most strategic customers across North America, and SAP technology partners in the West, with a focus on driving Customer Success, Net Promoter Score, and SAP Digital Transformation solutions.Successes include directly saving $148M in 2019 and +$200M in 2020 by achieving successful customer outcomes in escalated and critical situations. As well, I improved Median days to resolve by more than 70% from 2018 to 2019, with continued ongoing improvements in 2020.Also notable, I shifted the team culture to an “outcome first” approach from a “process first” mentality by following base templates and guidelines. In addition to this, I am proud of providing full transparency into critical situations and results by developing and launching a board-level dashboard.

- Executive leadership and alignment to the company’s largest and most strategic customers across North America along with technology partners focused on customer success, net promoter score; and SAP digital transformation solution utilization- Advise, report, review and develop action plans for regional SAP General Manager and Chief Operations Officer on strategic SAP regional customers and accounts- Significant increase of SAP mobile and cloud revenue by formulating effective solutions to optimize processes and performance- Led entirely new Cloud Ambassador Program in SAP NA West region to establish executive alignment and develop business value initiative enhancing customer experience and success- Establishment and supervision of effective teams to determine solutions and resolve problems for the largest global enterprise software implementations- Delivery of successful proactive engagements and customer experience through the development of innovative programs- Managed diverse project teams, resources, timeframes and budgets to ensure operational performance targets were exceeded- Proactive involvement and facilitation of quarterly business reviews- Cultivation of positive relationships with customer and team members while training junior team members regarding leadership, sales, support, planning, and technology

During this time, I rendered a full range of support for large SAP partners’ major software implementations, upgrades, system designs, and solution integrations. Consequently, I enabled partners to design full solutions to scale +100,000 users by my applying technical, design, and leadership expertise.A few my Mobile Consulting Group’s highlights:As an SAP Solutions Delivery Manager for Net4site, LLC, I led the design and implementation of enterprise solutions for large global companies based on high-profile Mobile Device Management (MDM) platforms and Mobile Enterprise Application Platforms (MEAP).As a Senior Platform Engineering Consultant for Commontime, Ltd. in the UK, I was hired to architect and deliver highly available cloud and mobile platforms to support enterprise devices using Exchange Active Sync protocol. As a Cloud & Mobile Application Consultant for Enterprise Mobile in Dallas, I drove large-scale cloud and mobile application implementations for Fortune 500s.

- Take-Charge support manager who resolved difficult problems under adverse conditions across global networks- Innovative troubleshooter and dilemma resolver applying innovative and creative processes and procedures to maximize customer experience and value- Directed up to 12 support agents and leads worldwide to deliver exceptional customer support and improve response and resolution times by more than 30%- Highly motivated self-starter dedicated to achieving and maintaining team morale under all circumstances- Conducted Project Management duties including planning, managing, tracking, risk management and reporting ensuring projects were delivered on-time, exceeding expectations and budget concerns/expectations- Implemented framework for enterprise training program adopted across the global organization- Developed and managed global engagement process and program to deliver enterprise software and middleware solutions to Fortune 500 companies- Improved customer experience and implementations through developing innovative program and engagement techniques resulting in over 50% improvement in value realization and customer success

- Dynamic leader who managed global diverse teams of personnel to exceed all mission standards and expectations- Brief, report and interact with executive civilian leaders and General Officers including providing sensitive operation reports, Battle Damage Assessment (BDA) reports and all logistical and personnel readiness reports- Innovative leader and Senior Enlisted Advisor responsible for 145 personnel in training, assignments, welfare, administration, discipline and deployment- Directly responsible for professional development of all Junior and Senior Unit Non-Commissioned Officers of units consisting of 65-145 personnel- Directed and Conducted long range strategic plans and analysis for combat operations and training- Accounted for more than $60 million in deployed and installation equipment including operational maintenance, security, and function to meet or exceed the highest standards- Coordinated logistical movement of 3,200 soldiers from Home of Record to deployed theaters in Iraq- Accountable for planning and implementing Operation Center in Combat Theatre- Reviewed all personnel awards, appeals congressional inquiries and responses concerning overall management, programs and policies