Nancy Stephens Email & Phone Number

• Managed end-to-end business operations for a global hospitality professional services division, overseeing operations that generated $50M in annual revenue.
• Led monthly financial forecasting processes and contributed to annual budget planning for a team of 120+ employees and 100 simultaneous projects, ensuring financial stability and alignment with strategic objectives.
• Conducted comprehensive analysis of profitability, revenue realization rates, and key metrics including utilization, productivity, and absorption, driving data-driven decision-making and operational efficiency.
• Established and enforced governance over project initiation processes, ensuring projects were strategically aligned and met business goals from inception.
• Implemented proactive risk mitigation strategies through meticulous planning and early identification of potential operational challenges, ensuring continuity and minimizing disruptions.
• Created and presented monthly executive dashboards highlighting critical operational metrics, enabling leadership to make informed decisions and monitor performance effectively.

• Managed client relationships in a SAAS product model as the key point of contact, ensuring seamless service delivery and satisfaction throughout the client lifecycle.
• Orchestrated comprehensive support services from initial implementation planning to postimplementation support and resolution of client issues, ensuring continuous service excellence.
• Organized and delivered client training sessions on a diverse portfolio of 20+ cloud-based software products, ensuring clients maximized product utilization and satisfaction.
• Proactively identified new sales opportunities within existing accounts, leveraging insights to enhance client operational performance and drive revenue growth.
• Implemented and managed Net Promoter System (NPS) initiatives to improve client retention rates and prioritize enhancements based on client feedback and satisfaction metrics.

Fort Worth, TX

• Demonstrated proficiency in overseeing complex projects involving telecommunications equipment upgrades, service transitions, and security measures to combat ATM vandalism.
• Led successful implementation of ATM equipment installations, ensuring seamless operational readiness and service deployment.
• Established and managed a rigorous quality control framework, facilitating cross-functional collaboration and ensuring meticulous review and approval processes for high-value projects and operations totally over $1.5M.

• Cultivated strong relationships with strategic clients, leading to higher sales volumes and improved customer loyalty and satisfaction.
• Identified and resolved invoice disputes and penalty issues, resulting in significant cost savings of over $500K through diligent analysis and proactive resolution.
• Implemented a reporting system to monitor service call trends and identify recurring issues, facilitating proactive problem-solving and enhancing service delivery.
• Managed and resolved operational issues promptly and effectively, maintaining smooth operations and customer satisfaction under varying circumstances.
• Successfully led national projects involving critical initiatives such as service transitions, pricing adjustments, and operational expansions, ensuring project success and client satisfaction.

• Championed the interests of national accounts, ensuring seamless service delivery and client satisfaction through effective vendor management.
• Managed and developed a sizable team, optimizing efficiency and performance through structured scheduling, training initiatives, disciplinary measures, and regular performance evaluations.
• Strengthened relationships and satisfaction levels among key clients and service vendors, fostering collaborative partnerships and driving business growth.
• Facilitated effective communication and resolution of escalated issues between service providers and executive leadership, maintaining operational continuity and client satisfaction.
• Maintained high operational uptime of ATMs of 98%, surpassing industry standards and ensuring consistent service availability for customers.