Revenue and brand equity driving customer service executive with 15+ years of experience in field service management and global call center management. Account expansion expert with skills in opportunity identification and strategic escalation management. Efficiency driver and scalability expert with Program Management Office (PMO) and Project Management experience. Deal closure and contract renewal expert with demonstrated success in the design and negotiation of Statements of Work (SOWs) and Service Level Agreements. Performance driver with expertise identifying KPIs and improving team culture and productivity. Skilled communicator with experience in senior-executive presentations, team building initiatives, proposal development, and technical writing. Seasoned manager with a proven track record in change management, employee development, and organizational development. Bottom- ine focused leader with cross functional expertise and the ability to establish rapport at all organizational levels. Scalability expert with broad and deep knowledge of ITIL methodologies.Specialties: Team Management / Client Management / Project Management / Risk Management / Global Management / Program & Portfolio Management / Process Improvement / Strategic Planning / Annual SLA & Budgeting / Total Cost of Ownership (TCO) / Auditing / Incentive Programs / Performance Management / Licensing & Contracts / Vendor Management / Negotiations & Persuasion / Customer Presentations / MS Office / Data Warehousing / ITIL Methods