Designed and executed current state organizational capability assessment and defined recommendations to achieve short- and long-term business and organizational goals. Defined roadmap to achieve immediate impact and strengthen compliance while providing achievable KPIs and ongoing governance structure to sustain progress.

Supported 15-person procurement operations consulting team ensuring execution to plan, tracking financial performance against business case metrics, and adhering to all governance and reporting standardsOptimized 1,500-seat contact center through organizational analysis and assessment, evaluating strategy, business processes, and technologyDefined 36-month technology roadmap and supporting benefits case for national telecommunication provider to enhance customer service, provide additional upsell-opportunities delivered at lower costs and unify the omni-channel experienceAssessed as-is product offerings against current operating model and competitive landscape research to identify best-in-class solutions and provide observations and recommendations to the Board of Directors

Developed current-state business model canvas and capabilities assessment for a multinational financial services organization through subject matter expert interviews and documentation analysis

Supervised a 12-person international team in the delivery of high-availability video solutions byproviding strategic direction, operational guidance, and coaching & skill developmentSupported budget forecasting, controlling, and management of €6M annual operational expenditure budget, coordinating between AMER, APJ, and EMEA regionsImproved reporting standards and financial metrics to create department’s first ROI calculations,resulting in a set of costing models & automatic chargebacks for improved financial transparency• Developed mobile video solution suite, leveraging existing architecture and in-house resources forinnovative product offering, customizing collaboration options to meet line of business requirements

Oversaw a 300% increase in platform utilization year-over-year due to company-wide marketing campaign in conjunction with Communications and Sustainability groups which increased client engagement and supported carbon abatement initiativesEnhanced service delivery by engaging vendors and customer references to implement industry-wide best practices; coordinating operational staff to standardize processes globally, quantifying KPIs and utilization statistics; and conducting end-user awareness & training sessionsDeveloped Microsoft Excel tool to leverage SAP ERP data in order to create a team-wide depreciation and forecast model, stabilizing operational expenditures

Deployed cutting-edge network and security infrastructure throughout AMER region to supportoffice build-outs & expansionsCreated and standardized documentation for company-wide services through international consolidation effortsRolled out client management tool within pilot offices, conducting training sessions and addressing feedback from end user community• Provided Tier III remote support for global network service portfolio aligning with global, follow-the-sun support teams