Judith Phillips Email & Phone Number

Greater New York City Area

Responsible for the sale and delivery of various client engagements encompassing IT development, testing, conversion and project management. Designed and implemented various processes and tools to improve overall delivery and quality.

Responsible for the sale and delivery of various client engagements. Engagements included: Overall IT assessment and improvement plan, software package assessment, reporting simplification initiative, personnel evaluation.

- Reported to Accenture Technology PRD Senior Managing Director, NA. - Significantly reduced operating write-offs each year via data analysis and proactive management level review. - Assessed, managed and mapped risk profile for technology business development opportunities totaling $2.5B annually.- Analyzed drivers of IS and operations risk and developed mitigation strategies and recovery plans.- Recommended and implemented potential changes to prevent reoccurring risk issues.- Ensured client IS and operations engagement risks/issues were managed through the development and execution of viable recovery plans. - Led and managed ~50 concurrent recovery engagements ranging from 20 FTEs to 1,000 FTEs.- Led hands-on sessions with engagement teams on developing recovery plans to achieve client satisfaction, delivery quality and Accenture profitability. - Led Accenture’s North America Technology Account Leadership Training on systems, outsourcing, and technology consulting delivery, quality and improvement actions.- Designed and implemented Governance & Quality Assurance processes. G&QA linked to each client’s contract expectations and Accenture’s profitability improvement objectives. Revamped root cause analysis process to reflect improvements. Personal experiences were used as case studies.- Designed Quality Assurance recovery process and methodology; built end-to-end processes and created templates.- Led numerous IS and operations recovery efforts by working hands-on with different engagements, drilling into ticket information to understand the root causes. - Concurrent with this role, performed Quality Assurance Reviews for 8-10 engagements quarterly.- Concurrent with this role, performed the Aetna Quality Assurance Governance role and participated in a major sales initiative with Merck as the proposed overall delivery lead.

The ACE Program is a highly visible strategic program to outsource Aetna’s pharmacy business to CVS. Focus: independent executive oversight to ensure quality execution, realize deal synergies and manage Street expectations. - Provided independent and objective third party assessment of ACE Program’s health/viability to both Aetna and CVS leadership.- Counsel on key IT and business readiness insights regarding overall program and team performance.- Recommended strategic/transformation/change management leadership actions to address gaps.- Conducted IT and ops risk assessments based on experience with large scale transformations.- Reviewed effectiveness of delivery controls at project and program levels.- Assessed IT and business alignment.- Assessed post transition and long term operations plan.

Responsible for the start-up and execution of IT applications and infrastructure services across the entire IT global operations. Starwood outsourced all functions with the exception of security and business relationship managers. Reservations are the operations lifeline. Applications required availability 24x7.- Key to sale of engagement.- Led IS & IT operations. Developed systems, implemented infrastructure across the global organization. Planned Data Center migration.- Supervised ~1,000 FTEs across multiple US locations and Bangalore, India.- Set-up program and established effective project management discipline and controls, plus service level reporting and governance.- Transitioned 100+ different systems implementation projects in flight.- Key technologies included: SAP, Oracle, Java, .NET/asp, Informatica, Microstrategy.- Significantly reduced IT costs.- Improved IT maturity, capability and execution.- Reported to CFO and CIO / Starwood leadership team.- Achieved Customer Satisfaction Survey rating of Good/Excellent at 90% for Service Desk operations.

Enhanced global sales identification processes and opportunities. Captured understanding of the global marketplace and developed unique business development value propositions. Grew application services / outsourcing revenues.- Analyzed the market by interviewing various client account executives. - Analyzed sales drivers and develop campaign to increase sales.- Developed Design/Build/Run Campaign focused on selling application services for each new and ongoing systems implementation project.- Developed business extensions campaign focused on expanding Accenture’s footprint; HR, supply chain, etc.- Analyzed executives sales skills to better understand materials required to increase sales.- Developed and refined business development education sales kits and training materials.- Enhanced credentials and collaterals for sales kits and to streamline responses to RFPs.- Mapped out training curriculum for sales executives, globally.- Coached/Supported a number of business development opportunities globally.- Doubled DBR sales revenue over 2 years ($120M).

Led and managed numerous projects across Verizon, Bell Atlantic and NYNEX over fifteen plus years. Transformed IT and wireline businesses. Responsible for senior client relationships, account sales, P&L, QA.- Led and managed IT and BPO Outsourcing Projects. P&L responsibility.- Managed a number of separate programs led by Managing Directors that rolled into an overall Applications Outsourcing (AO) program across the organization.- Supervised (at peak) 1,000 individuals in various locations in the US, India and Philippines.- Responsible for all functions: financials, HR, client relationship and quality assurance.- Key point of contact for Verizon leadership, including vendor management office. - Contract Negotiations; across projects and Master Agreement.- Directly managed finance portfolio of 100+ applications.- Key technologies: PeopleSoft, SAP, COBOL, DB2, Oracle, Java, Hyperion, .NET, C.- Reduced maintenance and development costs while providing predictable, improved service.- Achieved high Customer Satisfaction scores (4/5).- Reduced normally high attrition from 60% to 10% by strong people development programs and commitment bonus strategies.- Achieved profitability targets year over year and found creative ways to reduce costs in a highly competitive market.- Reported to SVP-IT and SVP-Business.

Verizon Business Customers. Offshored service fulfillment; included multiple sales channels/products. - Functions; order entry, provisioning, test and turn-up of high volume products and services. Included Voice Services to highly technical skills required for processing and turn-up of orders.- Established custom business processes for offshore complex provisioning / engineering functions.- Hired and trained 300+ Solution Center FTEs.- Developed detailed process flows and reports with quality checkpoints to ensure service levels. - Developed and implemented operational excellence program.

Led transition of support, maintenance, development and upgrade work for Finance and HR Portfolio of applications to a new co-sourced model leveraging offshore resources:- Hired and trained 300+ technical resources across multiple US sites, India and Philippines.- Consolidated applications across merged companies.- Performed numerous IS upgrades to both PeopleSoft and SAP packages over seven years.- Implemented additional ERP modules.- Managed aggressive Onshore/Offshore delivery mix (10%/90%).- Responsible for all functions: financials, HR, client relationship and Quality Assurance.- Directly managed portfolio of 100+ applications.- Key technologies: PeopleSoft, SAP, Cobol, DB2, Oracle, Java, Hyperion, .NET, C.- Reduced overall maintenance and development costs while providing predictable, improved service.- Liaison with Verizon SVP-IT and SVP-Finance.

- Implemented GL and reporting system for both fiduciary and managerial reporting.- Supported merged entities of New England Telephone, NY Telephone and Telesector Resources Group.- Developed common chart of accounts to better align with managerial and regulatory reporting requirements.- Streamlined and automated business operations processes within the finance organization.- Re-engineered Standard Rating function.- Implemented project on time and on budget.- Reported to NYNEX CFO and CIO.

The CleanSheet Program implemented the entire suite of PeopleSoft’s HR and Financial modules including a number of custom components to address the complexity of the telecommunications accounting rules. - Designed and implemented full suite of HR and Finance business processes across the regulated and non-regulated businesses leveraging a custom common services engine.- Supported the merged entity of NYNEX and Bell Atlantic.- Developed common chart of accounts to better align with the merged entity needs across both fiduciary and managerial reporting.- Key functions included: Asset Management, Accounts Payable, General Ledger, financial reporting, Purchasing, Project Costing, Human Resource, Payroll, Budgeting, Time & Labor.- Reduced close process from 10 to 5 days.- Standardized HR and finance functions across merged entities.- Eliminated manual activities to allow for analysis.- Led and managed 250 Accenture professionals (at peak) across multiple locations.- Reported to SVP-IT, SVP-Finance and SVP-HR.