IR Prognosis proactive performance management software for critical IT infrastructure, payments and communications ecosystems. More than 1000 organizations in over 60 countries—including some of the world’s largest banks, airlines and telecommunication companies, rely on IR Prognosis software to provide business-critical insights and ensure continuity-critical systems deliver high availability and performance for millions of their customers across the globe.

Primary charter was to develop managed service programs and to support the sales organization in selling life cycle services to our partners and customers.

Develop and maintain successful business relationships for new and renewing major accounts.Administer and manage multi-million dollar performance guarantees.Manage delivery of monthly Service Organizational newsletter, serving as Editorial Board chair.Collaborated to design demo tool to educate present and potential clients about BCBS Service; resulted in innovative tool with consistent messaging. Developed process improvement for channeling service training requests resulting in increased efficiency in determining the training delivery mode and content.

Refined processes to provide global implementation strategy to meet company objectives and incremental growth.Introduced Project Management methodology, discipline, and tools to establish implementation efficiencies.Provided clarifying leadership and direction to affect team turnaround in morale and performance.Position eliminated as a result of acquisition which was announced in my third week of

Established processes and discipline to drive management of call center, focusing on existing operations which required improvement in productivity and efficiency as well as, standardized statistical reporting, management meetings, performance indicators, and attendance standards.Developed and implemented a bilingual team saving $250,000 in annual costs for translation and temporary positions.Created and executed process, training, and staffing changes, including adaptation of diverse systems, to transition 30,000 additional customers to the organization, increasing overall monthly call volume by 250% due to eleventh hour acquisition.

Developed and marketed corporate-wide service contracts, programs, and pricing. Created strategic partnerships with vendors targeting the support of their products. Managed corporate customer satisfaction, retention, and loyalty programs, reaching a consistent score in excess of 97%.Maintained profit and loss ownership for corporate service revenue.Branded service offerings to create market awareness; designed and launched new service marketing collateral material. Introduced leading-edge remote management service offering netting $700,000 in revenue in the initial year.

Incorporated organization and developed curriculum for the purpose of training end-user customers in use of telecommunication systems.