Led a team supporting 911 emergency call handling for national carriers in the Public Safety sector• Managed a team of Program Managers ensuring project implementations, deliverables and SLA’s were completed on time and on budget. • Accountable for forecast, identification of revenue risks and opportunities, consistently exceeded revenue targets. • Primary escalation point for clients and internal teams for issues and potential compliance or regulatory concerns. • Created and delivered executive status reports in PowerPoint on critical issues and communicated support needs and status to the executive team on a weekly basis.• Collaborated with Legal, Product, Sales, Technology and Operational teams to produce RFP’s, contract renewals and new revenue opportunities.• Prepared Quarterly Business Reviews and Quarterly Operational reviews and RCA’s for issues to clients.• Negotiated with customers and internal teams to prioritize competing project requests, stabilizing resource utilization and risks, and increasing overall customer satisfaction.

Managed global teams of up to 40+ Business Systems Analysts, Developers and Project Managers responsible for the execution of database builds in accordance with the MSA’s, development and ongoing support as well implementations of multiple accounts.Key Accomplishments:• Served as New Grad Program Sponsor (recruited, interviewed, selected and mentored new graduates into Epsilon), developed and led classes for New Grads at all U.S Epsilon locations in the program. • Represented Epsilon at various campus recruiting events and industry panel discussions at local universities. • Drafted Business Continuity Plans and Risk Assessment documents for clients and updated them annually.• Assigned and managed support team resource assignments and allocations for most cost-effective usage. • Coordinated and authorized server upgrades, audits, patching and other maintenance/vulnerability management activities, improving system reliability and decreasing risk to the company.• Worked closely with Executive team concerning the status and issues of delivered products/services and the delivery of renewals and new contracts.

Led a team of Business System’s Analysts for a set of key accounts in the retail vertical. Responsible for the on-time and cost efficient delivery of updates and project work. Key Accomplishments:• Served as lead technology decision making and escalation point for multiple clients (internal and external).• Facilitated, managed and served as primary POC for offshore production work with outside contractors for Epsilon’s retail vertical, responsible for reengineering business processes related to this change.• Implemented the offshore transition of production work from contractors to new Epsilon India location for multiple clients.• Owned the Incident Management and Tracking process and successfully reduced the number of incidents each quarter.• Managed Franklin Covey’s 4DX process improvement team, achieving operational efficiencies and process improvements, meeting or exceeding quarterly business goals for four consecutive years.

Oversight of a team supporting a select group of accounts providing database development, and the delivery of marketing and list processing services. Primary responsibilities included:• Managed SOW process from business requirements gathering through implementation and testing of small to medium/large project work to ensure customer satisfaction.• Ensured rapid resolution of escalated issues with cross functional teams, engaging Tier 2 and 3 support as needed in adherence with customer Service Level Agreements.• Ensured work done was accurate, on-time, and satisfied the client’s business requirements.

• Managed a team of up to 12 Data Analysts and Customer Service Representatives responsible for the accurate and timely execution of database updates and campaigns across 16+ accounts, adherence to SLA’s and MSA’s, responsible for revenue forecasting and billing.