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Skills

  • Budgeting
  • Program oversight
  • Supervision
  • Problem resolution
  • Recruiting and Hiring
  • Operational improvement
  • Financial administration
  • First Aid/CPR
  • Organization
  • Stakeholder engagement

Work Experiences

  • Cut costs by overhauling and streamlining contract bidding and procurement processes to ensure that materials and services were purchased at the best possible price.
  • Collaborated with finance and operations.
  • Collaborated with global departments.
  • Improved efficiency by analyzing data and maximizing opportunities for increased productivity in a variety of areas.
  • Identified and resolved issues with production, workforce, and material sourcing to achieve business objectives.
  • Championed cross-regional collaboration.
  • Boosted annual revenue by $7.
  • Led a 15-person operational team in the development, rollout, and management of new product lines, including highly successful process platforms and billing systems that increased revenue by $17 in a single year.
  • Collaborated closely with CTO, overseeing the seamless implementation of SAP across 3 countries, increasing product penetration by 49%.
  • Achieved 13 in revenue growth within the first year.

Summaries

  • 17 years of experience as a successful Vice President, Global Services as a versatile business leader.
  • Executive with experience supporting corporate initiatives, attending tradeshows, and meeting with clients.
  • Friendly and outgoing, with a natural ability to forge important bonds through communication, customer service, and negotiation.
  • Expert at defining financial capabilities using forecasting, projections, volume, operational functions, and RFP processes.
  • Strengths in vendor management and team leadership backed up by Miscellaneous training.
  • Offering a strong work ethic as well as a track record of developing long-term customer relationships.
  • Operations, financial administration, and key program areas are all areas where she excels.
  • With more than 3 years of experience, a talented Vice President with excellent employee development, customer service, and analytics skills.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Sales Engineer with 10 years of experience in the method industry, specializing in pre-sale engineering and design.

Accomplishments

  • Developed and executed global service strategy across 14 divisions, resulting in a 67% improvement in overall service delivery times.
  • Developed a global Service Level Agreement (SLA) framework that improved compliance rates by 64% while lowering support ticket closure times.
  • Led a global team in designing and executing a targeted expansion plan for Jira in emerging markets, achieving 4% growth in market share.
  • Documented and resolved category which led to standard.
  • Piloted an innovative resource allocation framework within the Global Services division, reducing unplanned downtime by 35%.
  • Designed and launched training programs for global service teams, raising employee performance by 56% and reducing onboarding time by 5 months.
  • Integrated multilingual support services across 6 regions, enabling faster resolution of customer issues and improving first-call resolution rates by 39%.
  • Championed the implementation of ServiceNow, improving service response times by 45% and enhancing customer satisfaction scores by 41% points.
  • Collaborated with team of 14 in the development of system.
  • Reduced operational costs by 75% by implementing an outsourcing initiative with partners in Raleigh, maintaining high-quality SLAs.

Affiliations

  • Council of Supply Chain Management Professionals (CSCMP)
  • International Coaching Federation (ICF) – Focus on executive coaching
  • Association for Talent Development (ATD) – with emphasis on international training programs
  • Society for Customer Care Professionals (SCCP)
  • McKinsey Global Institute (MGI)
  • International Association for Contract and Commercial Management (IACCM)
  • World Trade Organization (WTO) – Trade in professional services focus
  • Association for Computing Machinery
  • Global IT Service Management Community (itSMF International)
  • Lions Club

Certifications

  • Certified Information Technology Manager (CITM)
  • Certified Business Relationship Manager (CBRM)
  • CompTIA Network+
  • Certified Global Business Professional (CGBP)
  • CompTIA Security+
  • Certified in IT Service Management (CITSM)
  • ServSafe
  • SHRM Certified Professional (SHRM-CP)
  • Certified Success Plan Development Professional – Beacon Labs
  • Harvard Business School Executive Education – Strategy Execution Certification

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