Lead a team of 34 QC analysts and scientists overseeing critical functions such as In-Process testing, Release-to-Fill testing, and Final Kit customer release testing for manufactured products. Spearheaded Continuous Improvement initiatives, driving operational efficiencies, process enhancements, and notable improvements in key performance indicators (KPIs). Managed an annual budget exceeding $4 million

• Lead cross-functional teams for improvement projects, overseeing team assembly, facilitating meetings, establishing and managing milestones and timelines, and delivering regular reports and updates to Management.• Collaborate with quality assurance and quality systems managers, along with other functional managers, to implement systems aimed to improve product quality, reduce costs and improve process efficiency.• Serve as a primary interface between site and corporate process improvement teams to develop quality process improvement plans, schedules, milestones, and reporting.• Project manage quality and regulatory process improvement initiatives, engage with site and corporate IT, facilities, engineering, Quality Assurance, and other groups to ensure successful results.• Develop and implement Quality metrics and processes to monitor the productivity and effectiveness of quality processes, systems, and outcomes.• Monitor metrics of quality processes and systems and develop improvement and countermeasure strategies to meet requirements and improve process efficiency and effectiveness.

Lead team of quality managers spearheading and overseeing global quality initiatives within the organization, establishing a uniform set of processes and metrics. Instrumental in driving performance enhancements through the implementation of lean practices and the governance of root cause analysis.• Developed and implemented services quality priorities, leading to improved service delivery performance, reduced costs of delivery, and improving customer satisfaction.• Collaborated with service delivery leaders to develop and execute improvement plans to improve keys areas flagged by Key Performance Indicators (KPIs) for attention and correction.• Managed services transactional customer survey program, managed the gathering of customer perception of performance and ensuring improvement plans were developed and executed to address underperforming areas.• Designed methodology for reporting service delivery at lower level, allowing better understanding of where organization was over- or underperforming. Worked directly with delivery leaders, developing corrective actions for below standard areas, while rightsizing resources and updating CRM tool to correctly reflect deliverable priorities for overperforming departments.• Successfully managed TL9000 service category certifications, ensuring alignment with company QMS standards and meeting customer requirements.

Supported Global Service Delivery Organization Program focused on cost reduction and operations efficiencies improvement. Led Global virtual teams to successfully drive programs and projects to completion resulting in over $1million USD savings.• Reduced regional operating cost $1M by implementing Global CRM tool within North America and driving globalized process.• Decreased transactional costs and improved customer satisfaction by introducing interactive voice response and recording tools into Welcome Center operations, delivering consistent process improvement. • Developed outage reporting functionality within call tracking tool, capturing accurate data for internal and TL9000 reporting.• Implemented management escalation / notification process in North America and drove implementation into global community. Process provided early warning to Leadership of potentially damaging reducing the risk to negative impact to customer satisfaction. • Managed escalations involving Service Process issues. Quickly assess the issue and impacts, identify key resources required to resolve he issue or escalation. Manage team until resolution was achieved.

Reported to Vice President of Service Operations, responsible for development and management of business improvement solutions within Alcatel North America Service organization. Responsible initial management of Technical Services team consisting of 53 engineers and 3 managers. In addition, directed the North American Customer Contact Center with a team of 20 call agents and 1 manager.  Directed relocation and operations of North America Technical Customer Service Operations, saving $18M in operating costs.  Generated $2M annual revenue by marketing technical services support into Latin America Region.  Developed Alcatel North America technical services description and price model offering a methodology to obtain revenue from customers not currently supported by a Service Level Agreement and an opportunity to upsell our services. This model resulted in ~$100K additional monthly revenue in North America.  Managed all aspects of construction and operations of North America Customer Contact Center, including planning, coordinating with multiple internal departments, project management, hiring, budgeting, floor planning and developing phased cost reduction plan. Newly relocated Contact Center was up and running 2 weeks ahead of schedule

- Managed Technical Services Support team servicing Strategic Customers who accounted for 80% of all Services revenues.- Developed and implemented billing process for non-contracted customers resulting in the generation of $1.2M new revenue.- Managed Out-sourcing and In-sourcing of Technical Support Organization.- Managed $6M Budget.- Developed and implemented departmental ISO 9000/9001 procedures and process.- Managed TL9000 Metric and adherence.- Developed requirements and Implemented Auto Notification process utilizing Siebel Call Tracking tool driving tiered notifications and escalations for Critical customer incidents.