• Develop DWS (Digital Workplace Solutions) business operations processes across functional owners and business segments including business updates, KPI tracking, reporting, and Business Management System (BMS)• Liaise with members of the DWS and Geo support teams to ensure successful delivery of DWS reporting requirements, YoY benchmarking and ad hoc analysis• Support end-to-end annual strategic planning cycle including communication of business priorities, revenue modeling, investment allocation, and tracking of sales pipeline• Analyze product performance, identify opportunities to increase revenue & profitability and drive these opportunities to closure• Understand key performance drivers and gaps including, but not limited to, product content, competitiveness, pricing, merchandizing, promotions, SPIF/compensation, contests, training, marketing, sales programs, and operations• Create plans to drive product growth and the formulation of an annual performance plan for the products, broken down quarterly, including actionable items to drive product performance• Assist in the definition of new sales motions, pricing/costing analysis, sales enablement materials and launch plans for any new products and sustaining• Assist building business cases to secure investment for new initiatives• Provide regular product reviews of performance & action plans and lead product line reviews as needed• Create bundling strategies as appropriate to increase sales, optimize price and increase ease of sale• Provide product attach/performance analysis in support of exec queries & presentations

Provided accurate reporting and governance of all revenue, cost, and contract renewal activities as founding member of newly formed Avaya Operations Services business unit. • Analyzed and transformed large, complex data sets into manageable, cohesive reports. • Promoted efficiency throughout department by developing and assuring adherence to operational processes and procedures. This reduced data collection time by 21%.• Established revenue projections and developed results-tracking reports by collaborating with finance and engagement management teams in the orchestration of data collection efforts. • Documented and communicated system scope, objectives and requirements, leveraging extensive IT and industry knowledge. • Drove contract renewal process across all managed service accounts, increasing the renewal rate by 11% and reducing the cycle time by 14% year over year.• Lowered monthly data processing time 40% by consolidating separate managed services revenue/cost forecasting databases into singular, centralized platform. • Improved accuracy of monthly revenue forecasting from 90.1% to 99.5% and quarterly revenue forecasting from 87.6% to 99.1%.• Reduced processing and lag time from 30 days to 7 days, developing processes and data collection methodology that produced actual spend by vendor.• Enabled business to more efficiently manage costs and analyze profitable offer models by utilizing consolidated cost/revenue database in the development of new reporting and analytic tools.

Direct the pre-sales and post-sales service processes for large Managed Services clients. Oversight of contract compliance and all financial responsibilities associated with Managed Services contracts. Lead and coordinates all client retention and upsell activities for various products/services for assigned client base. Own account P&L, revenue and expense forecasting, management of liability account or loan portfolios, and manage equipment/asset inventory utilization. Responsible for aligning service plans and revenue with objectives, market trends, and in displacement of competitive service offerings. Act independently and with organizational cross management to assess customer requirements, make client presentations at all levels, and create and facilitate strategic client account reviews to strengthen Avaya’s position as a strategic partner..Key Accomplishments: 95% retentions of all supported accounts. 100% on-time contract renewal 100% revenue target achievement 10% increase in incremental revenue with Managed Services and true-ups

Directed development and implementation of global custom billing and vendor payment tools. • Gathered and assessed global client contract billing requirements to conceptualize tailored billing strategies and system data configuration models. • Preserved key channels of communication, assuring identification of key business processes, systems, and product requirements as the senior liaison between customer and technical teams. • Interfaced and partnered with software development teams regarding system changes, development, and testing.• Decreased processing time 80% and improved invoice payment time by an average of 30 days by constructing a contract change notice billing reconciliation tool that automated calculation of financial impacts of CCN activity on revenue.• Uncovered $2.5M in revenue opportunity by producing in-depth analysis of customer contract obligations against third-party vendor costs. • Maximized efficiency and data accuracy by administering detailed workflow analysis for contracts, supported by internal order management system. • Reduced costs by 19% by collaborating with software development teams in the collection, definition, and upgrade implementation for proprietary software.

Implementation oversight of overall billing solution for custom managed services contracts in addition to administering billing tool design and configuration recommendations. Gathered billing requirements by evaluating custom managed service contracts and provided recommendations influential in key decision-making processes regarding tools, processes, and personnel. Supported service delivery organization regarding custom contracts by providing expert billing and system-related insight. Served as primary software requirements analyst, liaising between managed services organization and global customer care unit. Key Accomplishments: Optimized order processing time, driving 25% reduction by implementing new features and enhancements as managed services SPOC for multiple successful dot releases of proprietary service delivery software.  Onboarded 150 customers, streamlining billing configuration processes for each individual case. Effort resulted in accurate custom invoicing and reporting aligned with specific customer needs.