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Skills

  • KPI and metric reporting
  • Service Delivery Standardization
  • Revenue Objective Achievement
  • Change Management
  • Team Mentorship and Coaching
  • Project Capacity Scaling
  • Cross-functional team leadership
  • Global Collaboration and Expansion
  • Increasing Pipeline Opportunities
  • Client Satisfaction Improvement

Work Experiences

  • Conducted root cause analysis.
  • Built long-term relationships.
  • Aligned contracts with service needs.
  • Achieved a 63% repeat business rate.
  • Provided support and technical expertise for day-to-day operations.
  • Conducted quarterly reviews.
  • Created detailed service roadmaps and quarterly reviews that led to a 46% improvement in client satisfaction scores.
  • Contributed an additional $7 to annual professional services revenue.
  • Developed and implemented strategic initiatives that increased client retention by 16% across a portfolio of enterprise clients.
  • Achieved Employee of the Year in 2019.

Summaries

  • Accomplished professional with a history of reducing service delivery costs.
  • Achieved high client satisfaction.
  • Delivered 46% growth.
  • Demonstrated ability to scale professional services teams.
  • Accomplished this over 4 years.
  • Demonstrated ability to scale professional services teams, increasing project output capacity and achieving a 4-fold improvement in service delivery over 13 years.
  • Accomplished Director specialized in operational excellence.
  • Achieved 17% increase in client acquisition annually.
  • Delivered exceptional service experiences.
  • Collaborative Director of Professional Services with a track record of increasing pipeline opportunities by 62% through cross-department teamwork and proactive engagement.

Accomplishments

  • Partnered with the sales team to design service offerings that closed pipeline deals worth more than 3, growing the portfolio by 4%.
  • Helmed the professional services team to surpass the quarterly revenue goal by 63% while maintaining an operational budget under projected costs.
  • Collaborated on the development of a service-oriented pricing strategy that enhanced profitability per project by 4 without compromising service excellence.
  • Exceeded billable hours target by 47% through effective project management, contributing to the division’s overall profitability.
  • Authored and delivered client success playbooks, creating a streamlined approach that improved client onboarding experiences and retention rates by 46%.
  • Redesigned the client feedback loop process, leading to actionable insights that increased customer engagement by 41% and service satisfaction scores by 15 points.
  • Created and executed a forecasting model that improved budget accuracy by 52%, optimizing resource allocation across multiple, large-scale projects.
  • Optimized department performance by identifying and addressing process inefficiencies, improving project delivery timelines by 45%.
  • Oversaw a portfolio of over 6 in active client projects, ensuring all deliverables were completed ahead of schedule and under budget by 84%.
  • Significantly enhanced client satisfaction by implementing tailored solutions that reduced client operational costs by 15 over a one year period.

Affiliations

  • Member of the Society for Human Resource Management (SHRM), ensuring professional services teams adhere to top HR standards and practices for talent management.
  • Active participant in the Institute of Management Consultants USA (IMC USA) since 2020, instrumental in promoting best practices in client-focused consulting.
  • Board member for the Global Association for Professional Services Excellence (PSAE) contributing insights on global service delivery standardization.
  • Member of the Harvard Alumni Professional Services Association, networking with industry leaders to drive innovation in service consultancy.
  • Active participant in the Business Transformation & Operational Excellence World Summit (BTOES), deepening expertise in transforming underperforming departments.
  • Member of the Project Management Institute (PMI) since 2019, maintaining Project Management Professional (PMP) certification.
  • Certified in Lean Six Sigma OSHA, continually optimizing service processes to drive cost reductions for professional services organizations.
  • Certified in TOGAF Lean from The Open Group, enabling the design of robust enterprise architecture frameworks for professional services operations.
  • Member of the Strategic Account Management Association (SAMA), driving value-based strategies to increase upsell opportunities and client retention.
  • Nominated as a mentor for the Women in Consulting Leadership Program hosted by Harbor & Co., guiding future leaders in professional services.

Certifications

  • Certified DevOps Leader (DOL) - DevOps Institute
  • Lean Six Sigma Black Belt - Summit Group
  • Certified Technology Specialist (CTS) – AVIXA
  • Certified in the Governance of Enterprise IT (CGEIT) - ISACA
  • Certified Professional Services Marketer (CPSM) - Society for Marketing Professional Services
  • TOGAF® 9 Certification - The Open Group
  • Certified Risk Management Professional (CRMP) - Risk Management Society
  • Certified Customer Success Manager (CCSM) - SuccessHACKER
  • Salesforce Certified Consultant – category
  • Certified Enterprise Architect – Vantage

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