Brandy B. Malott, Mba, Pmp, Psm I Email & Phone Number

Kansas City, Missouri, United States

Kansas City Metropolitan Area

• Stood up customer support program for new consumer wellness division, including overall strategy, resourcing models, and development of service policies, practices, and processes. One direct report and seven indirect reports.• Created SOP, job aids, training curriculum and materials, scripts, and knowledge articles.• Handled vendor management, KPI development and reporting, quality and regulatory compliance, and voice of customer.• Selected virtual call center and ticketing solution; oversaw configuration and deployment of solution and complaint triage

Kansas City, Missouri, United States

• Led business stakeholders in remediation of quality incident workstreams related to operations and commercial activities.• Performed gap analysis, strategized operational improvements to drive efficiency and effectiveness, created / revised procedural documentation, and delivered against project milestones.

Overland Park, Kansas, United States

• Stood up physical and occupational therapy electronic medical records (EMR) SaaS solution. • Co-created deployment strategy with CTO and VP of Business Services. Established customer deployment protocol.• Handled project, product, and client implementation management, product ownership, UAT, training and support documentation, marketing strategy, and Tier 3 support. Managed four indirect reports.• Grew number of client locations using solution 500% YoY.

Overland Park, Kansas, United States

• Delivered 14 projects for IT and application support while also launching new product. • Negotiated master service agreement and pricing, deployed, and managed vendor for new cloud-based telephony platform. • Deployed new Salesforce support ticketing process integrated with telephony platform. Led large data integrity effort.

Overland Park, Kansas, United States

• Facilitated evolution and growth of the Marketing program by leading one indirect and three direct reports in the creation of an inbound marketing program as well as marketing automation improvements. Co-owned strategic planning with VP. • Successfully led marketing initiatives in support of multiple product lines, capitalizing on opportunities for operational improvements by honing processes and developing and maintaining Marketing’s operational standards and structure. • Substantially improved productivity, driving a 143% increase in first 90 days and doubling it in the following 90 days.(Company closed 12/14/17)

Kansas City Metropolitan Area

Successfully implemented and operationally supported new, complex software tool in 11 countries on four continents.• Selected as global change manager for tool’s document management and subcontractor portal features. • Executed pilot, developed best practices and training material, and trained peers and subcontractors.Managed vendor in development of international skills course for field-force subcontractors. • Managed project budget to >25% below forecast. Handled scheduling of courses, approval of deliverables, and analysis of post-course documentation (tests and surveys) for program improvements.• Completed 17 sessions in 13 countries (three continents) in first quarter of deployment before departing project.

Kansas City Metropolitan Area

Oversaw FF-BP governance and reporting, defined KPIs, designed cost-tracking methodology for employees and non-employee workers (NEWs), and developed then implemented best practices globally.

Kansas City Metropolitan Area

• Led savings transformation activities for North America by analyzing third-party spend. Partnered with procurement and delivery teams in implementing new cost-saving delivery models. Exceeded 2012 savings target by 23%.• Worked closely with procurement on standardizing NEWs policies, practices, and job descriptions. Co-developed vendor scorecard and rate matrix. Identified potential security risks and worked with executive stakeholders on resolution.

Overland Park, Kansas, United States

• Acted as core leadership team member of new subsidiary, Alcatel-Lucent Managed Services (ALUMS).• Managed five-year, $45MM outsourcing contract with Fortune 100 customer. Forged strong relationships with customer decision makers at all levels of governance and provided outstanding customer support.• Partnered with global network operations center leadership to ensure exceptional delivery of contracted services, including offshoring of resources. Received perfect score on customer satisfaction survey each time survey was issued.• Enforced delivery of master service agreement and statements of work, co-authored amendments and addenda, and handled quarterly and annual business reviews, metrics, and service level agreement (SLA) reporting.• Ideated and co-developed SLA incentive award program unique to ALUMS.• Led contract renewal strategy and proposal team. Performed financial modeling and presented to decision makers. Won four-year renewal despite competitor’s significantly lower pricing and larger embedded footprint.• Managed project financials including business case tracking, budgeting, forecasting and results reporting, headcount and offshoring analysis, and overall performance analysis. Delivered 24% variable margin improvement over five-year plan.• Led team in crafting ALUMS pay policies and practices as well as co-designing MOD’s Resource Management Web Portal.

Overland Park, Kansas, United States

Performed strategic product positioning with Fortune 100 customer’s concept realization center (CRC).• Within 90 days, won breakthrough opportunity by growing strategic product placement from 0% to 33% vendor share.• Within 120 days, achieved sale and installation of new disruptive wireless technology architecture into CRC.

Masters Certificate, Conflict Management Dispute Resolution (Cmdr)

Extensive training in mediation, conflict in the workplace, effective communication and negotiation, organizational conflict management.

Master Of Business Administration - Mba

Bachelor'S Degree, Major: Psychology Minor: History

Associate Of Arts - Aa

Activities and Societies: Phi Theta Kappa officer, Shared Governance Committee (founding student body representative), Leadership.