Ellen Rutledge Email & Phone Number

Philadelphia, Pa, Us

CENGAGE GROUP – Farmington Hills, MI ▪ January 2022 – July 2024Global education technology company providing digital resources to drive immersive learning for primary, secondary, higher education, and adult learners.Sr. Director, Gale Customer Operations & SystemsDemonstrated executive leadership by steering a team of 52 employees and offshore contractors to optimize sales, enhance customer service, and reduce costs. By strategically aligning processes with technology, effectively managed a seven-figure operating budget, achieving, and surpassing financial targets from FY23 to FY25. Delivered double-digit cost reductions through organizational changes and offshoring initiatives to enhance profitability and operational efficiency.

Fort Washington, Pennsylvania, Us

NEWREZ - Fort Washington, PA ▪ October 2015 – November 2021Leading nationwide mortgage lender licensed to originate in 49 states with approximately 15,000 employees.Director, IT Client ServicesEstablished leadership by transforming Level 1 and 2 service delivery. Implemented a support model to resolve loan origination system and business process issues. Established key vendor relationships, managed RFPs, SOWs, and multi-year contract negotiations. Directed a hybrid team of 34 full-time technicians and contractors, increasing First Contact Resolution from an average of 50% to 80%. Standardized KPI reporting, and provided senior management with strategic internal customer insights, while identifying training opportunities to boost team performance and operational efficiency.

West Chester, Pennsylvania, Us

◾️QVC, INC. - West Chester, PA ▪ 2009 – 2015Global E-commerce company with television network and flagship shopping channel with over 17,000 employees.Manager, IT Operations & SupportDemonstrated strategic leadership by building a 17-person team of Level I technical analysts to provide 24x7x365 support across the US, Europe, and Asia. Designed and implemented critical support processes to mitigate severe business impacts affecting QVC.com, live shows, mobile apps, and distribution systems. Achieved a 20% reduction in downtime. Collaborated with international peers to manage high-demand customer events, ensuring system capacity and performance. Created subject matter expert roles to streamline Level I support tasks, resulting in up to 50% cost reduction per incident. Effectively optimized IT support operations and improved overall service delivery.