Led an Agile call center technology and business transformation engagement for one of the largest non-profit healthcare company. Responsible for defining scope, delivery plans, maintaining multiple vendor relationships, along with providing direction, coaching and support to multiple project managers. Managed cross project risks, mitigated issues and maintained transparency of partner delivery progress to internal and Executive client leadership in various governances.

Manage process improvement projects for corporate and government clients. Direct cross-functional teams and keep project budgets, resources, and timelines on track. Direct staffs of up to 35.►Managed a 10-month $50M global technology infrastructure upgrade project for a leading media and entertainment company. Oversaw team of subject matter experts charged with design and build of business-critical IP networking, corporate telephony (voice and video), and network security solutions. Upgrade enabled optimization of square footage and improved collaboration between business units. Project was delivered on-time and on-budget. ►Led digital/mobile strategy and governance for a national contact center transformation project. Defined project scope, assessed business readiness, identified business impact, and managed Agile and Scrum project teams. - Created product roadmap to facilitate overall goals to reduce client call volume by 167,000, decrease handling time by 45 seconds, increase revenue by $6M, and reduce operating costs by $2M in 2018.- Built and managed team of technologists and UX designers that applied Agile and Scrum methodologies to manage project timelines and milestones.- Achieved Q1 2017 goal to reduce calls by 60,000, representing 13% of 2017 goal.►Led assessment of people, process, and technology for a public sector’s call center environment and developed 100 recommendations to optimize existing technology and processes, and address quality control and customer experience.►Developed a procurement optimization strategy for B2B marketing team at a leading technology company. Recommended budget, supplier & sourcing management, technology, data, governance and procure to pay changes for a more integrated approach for product owners.

Specializing in operations, financial management, and business development advisory services.►Developed go-to-market strategy, business plan, and operations plan to facilitate launch of Telemedicine company. Identified 12 revenue streams, developed revenue models, and introduced founders to angel investors. (healthcare startup)►Renegotiated technology vendor service agreements for a leading national real estate sales firm; enhanced contractual obligations for data security, renewal terms and customer support. For the same company, implemented and trained 700 agents on a cutting-edge CRM system, which provided advanced segmentation and seamless social media integration. Increased user adoption from 5% to 70% in less than three months

Recruited to build Northeast practice and drive business development opportunities for multimillion-dollar, multi-year operations consulting engagements within the Communications, Media and Technology, Strategy & Operations division►Charged with designing a global strategy for a music industry client. Created first-of-their-kind copyright licensing opportunities to help client gain competitive advantage in a shrinking marketplace. ►Identified inefficiencies for a Fortune 500 company’s 80 call centers and made recommendations for improving sales process, order management, supply chain, client contact capture, and technology.►Created off-shored customer service center models and designed data analytics, reporting tools, SAP enhancements, business policies, and governance protocols for several industry giants in the technology, financial services, and telecommunications space.

Oversaw operations, customer service, end user technology, business development, account management, and staff management to consistently increase market share, revenue, and copyright database. ►Designed an inquiry management /call center system and implemented first customer service level objectives, escalation protocols, management review and approval process, and key performance indicators.►Launched company’s first call center and in just 3 months eliminated 100% of backlogged inquiries.►Trimmed annual customer inquiries by over 80%.►Directed website overhaul that significantly improved the user experience and introduced more intuitive navigation. Received numerous accolades from satisfied clients.►Built a royalty tracking system that reduced royalty backlog by 85% and improved accuracy of matching a license or song to payment owed by 175%►Reduced paper, postage, mailing, and labor costs by 75% and realized over a quarter of a million dollars in savings.►Grew company commission payments exponentially while increasing copyright database from 50,000 to 4M.►Cut time spent managing customer invoicing by over 3,000 hours annually by introducing 100% paperless invoicing processes.►Realized 80% increase in accounts during tenure; achieved 99% account retention.►Introduced product and process to eliminate a 20% song registration duplication rate.

Oversaw client engagements for Fortune 500 consumer goods, hospitality, healthcare, publishing, and technology companies.►Redesigned operations and finance functions for the largest information source, clearinghouse, and monitoring service for licensing musical copyrights and royalties.►Sourced a financial system package solution for a top communications provider and directed the financial operations for a $200M technology project. ►Captured $50M in receivables in less than 6 months by retooling accounts receivable/revenue management processes for a $3B technology company. ►Identified $47M cash flow opportunity and $2M cost reduction for an $8B credit/collection company.►Garnered $5M in additional revenues and grew annualized sales by 20% by implementing revenue management design and infrastructure for a $200M cruise company. ►Achieved $30M savings and $25M reduction in deduction/bad debt reserves for consumer products company.

►Realized $14M annual cost savings for a multibillion-dollar paper company by implementing merchant rebate system on a Microsoft Access and SAP platform.►Improved cash flow by $36M for a consumer products company by implementing changes to accounts receivable management.