Don Drzal Email & Phone Number

Chicago, Il

Gathering Client-requirements and developing solutionsMonitoring & Controlling Post-sales implementation Pre-Sales technical participationCreating, maintaining, and communicating customer facing project plans while providing continual updates and status reports to customer and internal stakeholders

• Held several key roles in this small ($11MM) multi-national, Canadian document composition and CCM software startup• Successfully led teams of cross-functional resources that accounted for more than 60% of the company's annual revenue• Directed multiple customer-facing and internal teams producing millions in renewal revenue and achieving increased revenue year over year by designing operational strategies and custom solutions as a senior program and project manager• Worked with executive management to represent the company in numerous customer and industry conferences over a period of time where we increased company revenue from $6MM to $11M• Improved profitability through client engagement, program management and project management of several clients and numerous projects ongoing at the same time. Negotiated and drafted legal documents, SLAs, service contracts• Responsible for the planning, coordinating, and monitoring of project objectives related to the on-time delivery and product implementation of industry-leading SaaS CCM software, and ensuring customer communications throughout the release cycle via communication plans and communications campaign managementPrevious roles within Prinova, include:• Senior Manager, Account Operations• Release manager

Lisle, Il

• Demonstrated ability of leading technical and non-technical employees in delivering global call center/help desk support for client technical applications, including managing demand, developing people, delegating tasks, and team recognition• Awarded employee of the year for division representing technical client support services• Developed, implemented and managed a software Quality Assurance Department while also managing the Technical Support team, ensuring Quality Control in the software development process, while reporting on results via both teams• Proposed and executed innovative programs to monitor and improve KPIs, reduce incident backlog, bad debt accounts, and operational costs, along with process documentation and standards• Spearheaded and implemented cross-training/certification process for cross-functional team members based upon feedback from internal and external clients• Worked with vendors and peer organizations to benchmark CMM performance and establish service level expectations

Schaumburg, Il

• Directed/managed daily operations of start-up print/mail operations, benchmarking best practices on a regular basis• Partnered with Xerox Facilities Management on operations, staffing, and resourcing• Led award-winning corporate presentation team comprised of cross-departmental personnel • Developed and maintained applications for Finance and Marketing; developed Business Cases and Recommendations; multiple languages and platforms

Master Of Business Administration (Mba)

Bachelor’S Degree, Information And Decision Sciences

Certified Scrum Master

Activities and Societies: The Agile Principles and the Scrum Framework (ScrumAlliance)Certified in the role of Scrum Master.

Itil Foundation Certification

Pmp Certification

PMP Certification, January 2017