I am the Vice President, Operations for the Andromeda Group of Constellation Software. Andromeda includes more than 25 brands in residential real estate, mortgage, asset finance, wealth management, document solutions, and franchise & multi-location digital marketing solutions. My goal is to build and implement systems for the Andromeda businesses that make the non-revenue generation activities frictionless. With a focus on integration management for new business investments, legal and compliance operational processes, and offshore recruitment, I bridge the gap that allows the GMs for each brand focus on generating revenue.

Responsible for scoping and planning global OEM web programs, including determining program requirements, researching solution options, obtaining hours and timeline estimates, and determining and communicating program margins to constituents.− Responsible for contract review and feedback to ensure compliance with Technology department initiatives− Created calaculation tools necessary for proper financial assessment for technology program setup and ongoing costs− Built a staffing projection and analysis calculator that considers technical and client support resource requirments for ongoing support for global programs− Defined and implemented non-program estimating processes in the Sao Paulo, Dublin, Toronto and Sydney offices− Engaged with program leaders at several global OEMs to define technical requirements for T1, T2 and T3 website programs and automotive software

Responsible for the day-to-day management client operations including new client onboarding, customer management & strategy, inbound call center support, and client retention. Defined departmental process. Ensure departmental goals align with corporate KPIs. Review and approve departmental budgets. Recruit and develop management candidates. Supervise a global team that includes 8 direct reports and 39 indirect reports. − Evaluated current operational processes and re-organized teams for optimal efficiency− Implemented inbound call-center department that included designing the hunt group structure; outlining call flow structure; writing scripts and talk tracks; creating training materials for global resources; creating scheduling plan to fully utilize resources in multiple countries− Optimized email support team process to increase 24-hour response time from 51% to 69% and 48-hour response time from 67% to 91%− Implemented multi-level support/maintenance programs that better target higher-profile clients for elevated levels of service; while ensuring that overall service expectations are not impacted− Designed consultative after-sales support program that focused on the intersection of a client’s strategy and company product offerings− Collaborated with Finance Department to accurately asses costs associated onboarding of new clients− Collaborated with Sales and Marketing teams to better define product-levels which directly impacted time to produce and ROI for new client onboarding− Spearheaded an interdepartmental initiative to better assess customer engagement and satisfaction− Led the operational integration team responsible for defining and developing a customized product offering for all Ford Canada dealers – onboarded more than 300 dealers within 4 months of program release.− Designed and implemented an integration plan for 125 clients acquired through the acquisition of a competitor

Photobin.com offers photo scanning services, photo sharing web sites and personalized photo gifts to preserve, rediscover and share the favorite moments of your life.Responsible for the day-to-day management of the company including Scan Operations, Customer Care, Inside Sales, Marketing, Technology and Facilities. Define departmental goals and metrics as related to company KPIs. Implement required tools to effectively measure departmental goals. Analyze department, team and individual performance to determine effective process modifications. Negotiate vendor contracts and pricing to realize a positive impact on COGs. Recruit and develop management candidates. Supervise 7 direct reports, 42 indirect reports and 2 dotted-line reports. Performed cost/benefit analysis for new company product initiatives.− Decreased reported quality issues by 23%. − Renegotiated annual CRM contract to realize a 14% decrease in cost per seat.− Implemented online ordering system for outside sales team to normalize pricing structure, reduce administrative overhead and eliminate operational inconsistencies.− Managed technology projects that included customer-facing web development and internal process automation.− Streamlined Shipping and Receiving processes to increase productivity while adding checks and balances to ensure quality.− Restructured operational process for inside sales orders, which resulted in customer payments being received 8 to 12 weeks sooner.− Defined and implemented systems within CRM that directly attached order lifecycle data to employee actions, allowing for accurate success measurement for team goals and analytical insights into customer purchasing trends, retention effectiveness and satisfaction.− Assessed Scan Operations processes for areas of optimization and implemented adjustments, which resulted in the average time to complete orders from longer than 9 weeks to shorter than 3 weeks.− Integrated company-wide employee performance evaluation system.

Identify areas requiring improvement to facilitate growth and implement company-wide processes and initiatives. Instrumental in growing company from four employees to 10 and offshore, third-party developers from zero to four during tenure. Oversaw daily operations, foster client relationships, and manage various projects. Direct costs analysis and daily supervision of technology and account management teams. Recruited, selected, and developed management and general staff candidates. Served as primary point of contact for high profile client accounts. Negotiated contracts for new clients valued at up to $225K. Led team managing clients generating up to $125K in monthly revenues. Employed SCRUM methodology for development and project delivery lifecycle. - Assessed current business model, utilizing cost/benefit analysis, proposing modified model projected increase productivity 18% and decrease cost 26%. - Implemented task management system for employees and off-shore teams, development/QA communication process to more effectively handle project lifecycles, and weekly company meetings to review in progress or prospective projects as well as critical paths to reach goals.- Secured and implemented $200K contract for B2B e-commerce website for publicly-held beauty services company.- Normalized recurring invoicing, resulting in preservation of 10 man-hours per month in invoice generation and 14% faster receipt of money owed from our clients.- Discovered that three key monthly contracts were consistently over delivering on allocated hours for contract up to double development and design hours. Partnered with clients to ensure regular assessment of work performed, charging a la carte for overages, increasing monthly income.

Led daily operations of the Customer Care and the Project Management departments. Consistently introduced areas of improvement for company-wide processes and initiatives. Selected and integrated 150-seat Enterprise Business System (NetSuite) to support sales, service, accounting and BI departments. Supervised 12 direct, 49 indirect and nine dotted-line reports. Recruited, interviewed, trained, and developed new employees, including management-level candidates. Assessed performance and terminated under-performing team members. Set goals, company-wide, as they related to company KPIs. Tracked departmental efficiency in process and cost effectiveness compared to KPIs. Documented and established all standard operating procedures across company departments. Created initial and ongoing training program for each department to ensure operational best practices were adhered to. Developed internal project management process using SCRUM methodology to address fast development cycle and fluid business priorities. Evaluated new initiatives for company product offering and performed cost/benefit analysis to determine pricing for customers.- Optimized staff resource scheduling and phone availability, increasing 30-second answer rate from 85% to 93%.- Improved customer retention 20% and collection of accounts receivable by 29%. - Developed systems of use for CRM solution (NetSuite) that tied client lifecycle to measurable numbers from point of sale through maintenance, cancellation, and reacquisition. Resulted in increase from 12-month average age to 15-month average age while decreasing cost of acquisition from 9 to 7-month payback.- Introduced new client orientation process, reducing 30-day cancellation due to buyer’s remorse from 25% to less than 10%- Standardized pricing structure for additional work based on cost benefit analysis, impact to retention, and market pressures, increasing monthly revenue from $95K to $150K.

Free, socially-focused online community for college students founded by other college students.Defined design, specifications, and marketing for new product initiatives. Assigned workload for integration teams, including web development, graphic design, and quality assurance. Measured and reported ROI for development initiatives. Established processes as they became necessary. Built product offerings geared toward engaging website users with each other and website administrators. Partnered with the technology and quality assurance teams to define projects and release schedules. Utilized customer feedback to define new features and further research upcoming technologies for integration into user experience. Selected and supervised team of website producers responsible for writing compelling content that would engage users in site. Engineered contests and games requiring users to engage with site and/or each other to foster recurring visits.