In this critical operations role, collaborate with direct clients, channel partners, and technology partners through entire relationship lifecycle – encompassing contract and master service agreement negotiations, monitoring and billing of consultant hours, help desk administration, onsite client care, and delivery of projects – for this IAM consulting company providing leading security applications: One Identity, Oracle, Okta, One Login, Thycotic and Ping solutions. Provide initial contract redlines, negotiations and coordinate with legal counsels on both sides as necessary to execute mutually agreeable contracts. Experienced in negotiating agreements with many Fortune 100 companies successfully. Collaborate with sales team for statements of work, vendor onboarding and staffing needs forecasting. Continually monitor progress and performance on as many as 150 or more concurrent projects. Present face to face and remote weekly status overview, utilization, and resourcing forecast presentations for company owners. Lead client response efforts with 24X7 support of globally located installations of the companies proprietary software offerings.Significant Achievements* Significantly reduced company spend on outside legal counsel to negotiate and execute agreements* Improved company’s billable utilization by 28% in first four months and by 10.5% year-over-year for 2016, contributing to 35% revenue growth.* Created and implemented new guidelines for product demonstrations and proofs of concept, significantly reducing wasted sales and engineering efforts and refocusing resources on high-probability sales.* Taken on many direct relationships with channel partners, VAR's, and technology partners helping bolster a 260% increase in projects between 2020 and 2019 companywide.

Serving in Account Director assignment with P&L responsibility for $196 million total contract value, 1,000+ person program servicing a top-three US wireless telecom service provider across two regions. Coach and develop responsive client-facing team. Accountable for all aspects of contracts, including human performance, training, client, process, vendor, contract and facilities management. Routinely interact, negotiate and collaborate with existing and new clients to ensure best-in-class operational execution.* Grew largest client relationship from one to nine lines of business with contract value of $20+ million.* Recognized for management excellence with consistent highest performance ranking on multi-vendor account, delivering services through a peak of 1,043 FTE’s within 3 U.S. delivery centers.* Selected as Project Manager to implement voice recording solution to capture all calls and as Customer Operations Management Solution Architect on $165 million contract for large Canadian electric utility.* Led business process outsourcing from 2012-14 for finance and accounting global quality assurance program delivered from center in Guatemala City, Guatemala. * Earning consistently high annual performance reviews, including “1” rank (highest possible) in 2010, and annual client satisfaction scores ranging from 4.0-4.6 (on 1-5 scale) for three straight years.

Led team of six Call Center Supervisors and 120 agents in this multiple-contract management assignment for this quickly-growing multiple-channel contact center. Played integral role in successful spin-off as The Telvista Company, a now-international contact center and business process outsourcing organization. Served and supported global leaders as clients, including Efficient Networks, Siemens and others.* Boosted agent productivity to 96% from 93% and quality performance to 92% from 88% by optimizing scripts and coaching effectiveness and consistency across all contracts.* Reduced call abandonment by 9% with 3% volume increase by improving quality and agent scheduling.* Delivered consistent 50%+ gross margin performance through stringent cost controls.

Held multiple positions, such as; Call Center Manager, Call Center Supervisor, Corporate Operations Manager, Retail Manager