Kim Ray Email & Phone Number

Palo Alto, Ca, Us

In this role, I am responsible for developing and managing strategic financial planning to drive growth and improve profitability for HP’s Print Software Platform and Solutions Group. I work closely with the executive team, engineering and finance to effectively forecast, manage and report on complex budgeting and performance.Specifically, this includes determining metrics and processes to identify and close performance gaps. Equally important is the development and use of cutting-edge analytical tools, models and methods to inform business decisions. I also lead and participate in cross-functional teams on various projects as required.

Mountain View, Ca, Us

Led deployments, implementations, and integrations of a variety of projects and programs for bothinternal and external customers. Supported global business functions to understand client requirements,opportunities and provide escalation support. Specifically, led a Planning & Analytics Team as a part ofGoogle Health responsible for building out reporting requirements and infrastructure for customersupport that met strict requirements for HIPAA and other PII. Also led Anaplan model development forDevices and Services Customer Care as well as budget planning & management.Led multiple budget cycles that exceeded annual savings targets by 30%Led Anaplan development of advanced contact center forecasting and capacity planning modelsreducing manual effort by 90% with accuracy of +/- 10%Designed & implemented the contact center commit process based on Anaplan tool set resultingin a 60% reduction in manual effortEfforts in automation, process improvement & tool development were labeled as “workforcemultiplier” by senior management

The primary responsibility for this role was to help the organization reach its fiscal goals by developingtools and processes that facilitated sound management and situational awareness. This included broadareas such as budget management and analysis but also invoice tracking, auditing, contract complianceand exception management. Workforce management was also included to enable labor and demandanalysis. Other responsibilities included performance and project management as the need arose.Led multiple budget cycles that exceeded annual savings targetsDesigned and built 1st implementation of Anaplan for contact center forecastingResponsible for substantial reduction in manual effort required for budget management, invoicetracking & agent headcount tracking through process improvements and tool automation.

Palo Alto, Ca, Us

This senior position reported directly to the Vice President of Global Customer Care. Responsibilitiesincluded managing business planning activities and priority projects, facilitating interaction, informationexchange, and integration within and between other groups. Other responsibilities included overseeingthe development and management of operational budgets and coordinating organizational events thatdrive staff and employee engagement. Key attributes for success included the ability to demonstratesuperior business acumen, technical knowledge, program management, financial judgment,communication, influencing and team-building skills.Awarded “Most Valuable Player” for contributions to overall organizational successKey contributor to improving employee engagement from lowest in company to highest incompany in a single year

Palo Alto, Ca, Us

Main responsibility was to plan, control and manage complex business programs. This includedmanaging virtual cross-functional program teams, developing program goals and objectives through theeffective use of approval, change control and program management techniques. Ultimately responsiblefor ensuring that programs met expectations for scope, timeline, budget, ROI, quality and customersatisfaction.Support Requirements Lead for HP’s 1st global CRM deployment for contact centersCo-lead a Global Program Management Office

Palo Alto, Ca, Us

This role entailed being the future process expert for diagnostics. Define business requirements for futurekey customer service processes and lead solutions in subject matter areas of expertise frominvestigation to development for the consumer products in North America. Key attributes for successincluded the ability to clearly understand and translate customer experience objectives and supportrequirements into new process designs.Led requirements development and core contributor to the use of remote telemetry anddiagnostics for the purpose of customer support.

Palo Alto, Ca, Us

This role involved defining use cases that would result in industry leading customer experiences withregard to product installation, use, service and support. The goal of which was to build customer loyaltythat led to product repurchase while maintaining overall profitability for the product. Additionalresponsibilities included providing subject matter expertise to R&D on warranty cost contributors andserviceability design.Led design and development of HP’s 1st “virtual printer” for use in training repair technicians,eliminating the need for actual training units.Service & support lead to the successful development and launch of 7 generations of HPLaserJet printers.