Director Project Management Office
Dallas
As senior strategist, led the rebuilding effort to convert the Enterprise Call Center from a cost center to a profit center. Lead Mainframe Technical Services from noncompliance to Y2K readiness while establishing Project Management discipline as a key component of this outsourcing businesses culture. My leadership in key facets of this business brought visibility, value and profitability. • Created a single virtual call center from seven desperate centers.• Established operational, administrative KPI’s for a multi-platform business.• Focused on closing performance gaps, growth strategies, and identifying core competencies.• Developed Y2K budgets, conversion plans, and resource allocation scenarios.• Responsible for developing tracking and reporting processes that balanced all client requests against Service Level Agreements.• Directed all Project Management activity within seven outsourcing centers.