- Develop and execute the company's overall strategic plan and vision for collaboration partner implementation services.- Establish business goals and objectives to drive growth and profitability in the market.- Build and maintain strong relationships with collaboration partners and suppliers ensuring successful partnerships and effective implementations.- Lead the sales and business development efforts, identifying new collaboration opportunities and expanding the client base.-… Show more - Develop and execute the company's overall strategic plan and vision for collaboration partner implementation services.- Establish business goals and objectives to drive growth and profitability in the market.- Build and maintain strong relationships with collaboration partners and suppliers ensuring successful partnerships and effective implementations.- Lead the sales and business development efforts, identifying new collaboration opportunities and expanding the client base.- Collaborate with the leadership team to define service offerings, pricing strategies, and market positioning.- Recruit, train, and manage a skilled team of implementation specialists and project managers.- Oversee the end-to-end implementation process, ensuring smooth and timely execution of projects.- Ensure projects are delivered within budget and meet or exceed quality standards.- Monitor and track project performance metrics, making data-driven decisions for process improvements.- Stay informed about the latest collaboration technologies and industry trends.- Identify potential risks and proactively address project challenges to ensure successful outcomes.- Foster a culture of innovation and continuous improvement within the organization.- Develop and maintain relationships with key stakeholders, including clients, vendors, and partners.- Represent the company in meetings, conferences, and industry events to promote services and brand visibility. Show less

As a cloud collaboration sales specialist I take a proactive approach to help identify areas of opportunity within clients CX practice.

I report to the Contact Center business unit. I am an experienced contact center operations executive leveraging my background and unique skills to identify and develop transformation solutions. Creating a customer experience for prospective clients through lean concepts and six sigma. Resulting in cost reduction, efficiency, employee retention, and customer loyalty. Applying my user experience of transforming business process into a technical solution allowing more time for leadership and… Show more I report to the Contact Center business unit. I am an experienced contact center operations executive leveraging my background and unique skills to identify and develop transformation solutions. Creating a customer experience for prospective clients through lean concepts and six sigma. Resulting in cost reduction, efficiency, employee retention, and customer loyalty. Applying my user experience of transforming business process into a technical solution allowing more time for leadership and employee progression vs. managing technology to perform daily functions. Show less

Report to Regional Director. Recruited to build, manage, and grow all strategic and business development for the South Central region (Healthcare); Provide direction and feedback of field support organization in implementation of services.Responsible for meeting and exceeding assigned revenue quota (e.g. Exceed quota of 3M)Responsible for managing and growing territory, maximizing short term revenue, building future sales pipeline through demonstrated account and territory… Show more Report to Regional Director. Recruited to build, manage, and grow all strategic and business development for the South Central region (Healthcare); Provide direction and feedback of field support organization in implementation of services.Responsible for meeting and exceeding assigned revenue quota (e.g. Exceed quota of 3M)Responsible for managing and growing territory, maximizing short term revenue, building future sales pipeline through demonstrated account and territory planningAbility to work with a sales engineering team and other areas of McAfee in closing complex networking-security opportunities at the C-LevelPartner with other business units in identifying other opportunities outside your core product portfolioCapable of closing software contracts and services in the range of $50K-$1M Show less

Report to Senior Executive, Program Management. Recruited to design, build, manage, and grow all strategic and tactical aspects of an international, multi-site, blended internal/ external customer service organization; transitioned role from dedicated single customer management into customer care organization managing 14 B2B/B2C customers in the US, China, Mexico, and UK. Lead social media efforts to improve customer experience, market development, and exception management.• P&L… Show more Report to Senior Executive, Program Management. Recruited to design, build, manage, and grow all strategic and tactical aspects of an international, multi-site, blended internal/ external customer service organization; transitioned role from dedicated single customer management into customer care organization managing 14 B2B/B2C customers in the US, China, Mexico, and UK. Lead social media efforts to improve customer experience, market development, and exception management.• P&L responsibility for $12.5MM; manage 15 direct reports (sales, technicians, customer care, help desk, in-store/field service, and eCommerce), 300 indirect reports, and 12.000 FTEs overall.• Serve as SME for call center operation and field service organization, providing customer service, technical support, and service delivery fulfillment. • Grew revenues (service solutions) from $0 at launch to $100MM.• Marquee clients include Cisco Systems, Eastman Kodak, Hewlett-Packard, Microsoft, Research In Motion, Sony-Ericsson, Systemax, NEX, Staples, Richer Sounds, Verizon, AT&T, and Firedog.• Manage daily operations, headcount forecasting, and workforce planning.• Created and launched customer feedback processes as basis of continuous customer service improvement.• Lead the innovation and continuous improvement of all call center technology solutions.• Metric/SLA management: Increased first call resolution from 65% to 92% Improved NPS from a notion to 85% Drove restore-to-service from 60% to 100% Achieved 17% employee attrition against industry standard of 75%+ Achieved and maintained service levels at 85%+ Lead customer on-boarding (14 customers onboarded CY 2010 12% OP), driving profitability within 90 days Show less

Reported directly to Associate Vice President. Responsible for multi-site management of 200-seat high-volume blended call center, including workforce management, vendor management, metrics development and compliance, provision planning, scheduling, and resource allocation. • P&L responsibility on revenue of $30MM annually.• Managed 22 direct reports and 149 FTEs including managers, supervisors, analysts, technicians, and engineers in a union labor workforce environment. • Marquee… Show more Reported directly to Associate Vice President. Responsible for multi-site management of 200-seat high-volume blended call center, including workforce management, vendor management, metrics development and compliance, provision planning, scheduling, and resource allocation. • P&L responsibility on revenue of $30MM annually.• Managed 22 direct reports and 149 FTEs including managers, supervisors, analysts, technicians, and engineers in a union labor workforce environment. • Marquee clients included JPMorgan Chase, KPMG, Home Depot, Hilton, Enterprise Rental Car, Morgan Stanley, and IBM.• Managed executive escalations, providing positive resolution of complex problems during critical outages. • Extensive client-facing SLA responsibilities. Show less