Beth Cross Email & Phone Number

Boulder, Colorado

Responsible to teach courses in the Center for Education on Social Responsibility (CESR) at the Leeds School of Business, including all teaching roles in BCOR 1010 (Introduction To Business), BCOR 3010 (Business Applications Of Social Responsibility), and others, as requested. Student populations include classes of primarily first years, or primarily juniors & seniors, and summer term classes with students at all undergraduate levels.

IBM Integrated Technology Delivery: 2005-2007Responsible for delivery of Customer Service Centre (IT Help Desk) services throughout the Americas. I managed these services for all of IBM's clients in North and South America, providing leadership for Help Desk operations in ~25 primary locations in the U.S., Canada, and Latin America, as well as in several remote locations and global locations. My organization of 3500+ people supports more than 350 Help Desk accounts and $250 million (cost) of IBM's business and handles over 20 million Help Desk events annually. Americas Competency Segment Lead, End User Services; 2003-2005Responsible to develop, deploy, and leverage a best of breed delivery model (processes, tools, skills, and thought leadership) for Help Desk and Deskside Services to ensure delivery of world-class IBM End User Services in tactical and strategic timeframes. By leveraging the best of breed model, enable all of our clients, regardless of size or scope, to realize benefits of best practices in quality, client satisfaction, and cost-effectiveness. Senior, Middle, and First Line Management assignments

Delivered CSC and Deskside services to three large clients, achieving customer satisfaction, service level and cost targets

Developed, allocated, managed $450M revenue and $350M cost budgets in 15 North America districts

Managed customer satisfaction, technical service delivery, profitability for IBM system printer customers in eight states

Master Of Education, Administration

Bachelor Of Science, Physical Education