• Manage business process outsourcing for multiple top AMLAW law firm clients, renewing multiple terms with longest tenured client relationship• 21 US practice offices and 1 remote onshore solution center• Pivoted to a remote working environment during pandemic• Accountable for national operation, contract management, service delivery, initiative implementation, rigorous follow-up and communication with teams, continuous review of operational excellence, propose operational investments, P&L ownership, annual budget, long and short-term account planning, cost control, revenue growth, delivering above line GP YOY• Development: Talent building by determining whether to build or buy, building talent pipeline, setting IDPs, provide development through training, mentoring, and coaching and conduct annual and bi-annual performance reviews• Work with COO and other Senior Leaders on corporate strategy for Legal vertical

• Managed business process outsourcing for top AMLAW law firm client: developing high performing teams to deliver superior customer service and experience • 12 US practice offices • Measured, tracked, monitored, and reported performance on KPIs and service level agreements• Project Management: US MFD fleet implementation, QBRs, BCP, Annual Partners meeting, sustainability initiatives• Led national initiative to revamp annual merit cycle process and new hire onboarding for 3800+ employees

• Managed business process outsourcing for top AMLAW law firm client; strategic and tactical planning• 12 US practice offices • Established effective client relationships with key decision makers; CAO, Global Operations, Finance Manager, Director of Administration and Operations Managers• Over 80% domestic travel, to manage and maintain teams and client relationships• Consulted on Client initiatives and projects; Client procured job tracking and chargeback tool, security implementation on contract employees, green initiatives, BCP, operational efficiency

• Built pricing models and business analysis for Senior and Executive Management for new business, renewals, RFPs; including revenue bridge, risk, spend, volume trend and other ad-hoc analyses • Completed analyses comparing proforma pricing to actuals; to identify margin erosion or overrun • Established relationships with vendors to negotiate best and final pricing to present most competitive bid

• Managed and exceeded financial targets; managing to agreement terms, cost recovery, and cost savings measures, working to execute the National Account Director’s account strategy • Analytical reporting to Corporate Finance including annual budget, monthly forecast, spend analysis, volume trend analysis and other ad-hoc analyses• Conducted finance training for business leaders – included P&L, JIT inventory, expense, payroll, supply management• Project managed and led a team of 20+ Auditors for corporate Operational Excellence Audit Program• Project managed a global MFD fleet deal from placing equipment orders to day-of on-site installations• Conducted on-site financial analysis as part of Financial Excellence program• Identified, developed, and implemented strategies, to increase efficiency, ensured best practices were implemented and followed, mitigated risks, resolved issues, and improved gross profit • Conducted operational due diligence on prospective clients

• Conducted operational due diligence on prospective clients• Created project plans for new clients: staffing, equipment, operational build• Performed financial audits on vendor and client contracts; identified erroneous billing from vendor, yielding credits and positioned the Company to leverage stronger contract negotiation during renewal

• Managed RFP database for boilerplate responses, alongside the use of MS Word, PowerPoint, Excel, Visio and Access to produce and respond to RFPs, RFIs, and client presentations • Developed and implemented marketing campaigns • Maintained, updated, verified mailing lists for marketing purposes• Managed collateral, marketing material, promotional giveaways f used during Road shows, Conventions, Start-ups, and events• Telephoned prospects and performed lead generation, researched target markets for potential clients

• Managed and operated Facilities and Document Management operations for Investment Banking and Legal clients; located in San Francisco, Menlo Park, Los Angeles, Houston, Chicago, and Washington D.C.• Managing team of 25+ associates across multiple locations; achieving productivity levels, addressed employee and client issues• Managed account finance; monthly invoicing, P&L and budget management, labor resource management, client chargeback detail• Template and macro trainer for the client pitchbook template used in creating pitchbooks, memorandums, and roadshows in MS PowerPoint and Word formats