GLOBAL SENIOR LEVEL OPERATIONS EXECUTIVE
Recognized for delivering solutions with high
standards of quality & customer satisfaction
Forward–thinking and versatile executive with
extensive hands-on experience in the delivery of multi-national scalable, cost-effective,
mission critical, high-performance infrastructures and technology solutions and
services. Expertise in transforming under-performing companies to economically
viable businesses via operations excellence,
organizational development and transformation, cost optimization, automation, lean
methodologies, project management and process & performance improvements.
|
·
Strategic & tactical planning
& execution ·
Development, deployment, integration solutions ·
Organization building & process re-engineering ·
Matrix management and metrics driven ·
BPO, ASP, SaaS, MSP and installed Solutions ·
Management of customers & solutions providers ·
Deployment of lean and effective teams |
·
Business and technology automation ·
Activity based cost modeling ·
Budget, P&L, ROI & cost control ·
On-time/on-budget complex project delivery ·
M&A leadership ·
Scalable global solutions centers ·
Six Sigma, CMM, HIPAA, SAS 70 |
Unique Value Proposition
·
Well-Rounded Operations
Executive. Solid background in both
large corporate and small entrepreneurial organizations across diverse
industries. Experienced in overseeing all aspects of operations, including BPO,
ASP/SaaS, service delivery, data entry, call center,
professional services and technology. Benefit: Consistently
successful in reducing operating costs and improving gross margin through automation,
innovation, creativity and strategic organizational leadership.
·
Seasoned Technology Executive.
Provide
all aspects of enterprise-level software solutions from technology vision to
commercialization in various industries for use in BPO, SaaS
and customer installed. Benefit:
Consistently deliver high-quality
solutions on-time and on-budget.
·
Business and Automation. Ability to lead operations
and technology in multi-national organizations throughout Asia, Europe, and the
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Quality Specialist. Drive performance and quality improvements
through definition and implementation of best practices such as Six Sigma
across the organization. Benefit: Deliver consistent, reliable, dependable
results to both internal and external
customers.
·
Efficiencies and Performance. Ability to deliver most cost effective solutions through automation and
the use of optimal
selection of geographical locations of resources. Benefit: Deliver viable
and economical services.
·
High-Powered Leader. Provide strategic
direction for process improvement and operational efficiency, build and
motivate teams focused on delivering quality, and create customer-centric
organizational culture. Benefit: Bring sense of urgency to drive positive
internal change to turnaround/revitalize a company’s core organizational
infrastructure and measurement systems to increase operational efficiency and
expand revenues.
PROFESSIONAL
EXPERIENCE
|
PROFITLINE, |
2005 - Present |
Premier provider of
outsourced Telecom Expense Management services - and first in the industry to
guarantee operational excellence through Service Level Agreements (SLAs).
Chief
Operating Officer and Executive Vice President
Responsible for strategic
direction and tactical execution of call center, service delivery, invoice
processing, provisioning, client account management, on-boarding, deployment,
outsourcing/offshoring, technology solutions, and
operational excellence. Accountable for creating and managing viable and
economical delivery services model. P&L accountability.
o
Organizational culture shift. Assessed and revamped
operations functions. Transitioning from reactionary approach to proactive
model resulting in high performance team and customer satisfaction improvement.
Turned under-performing and unmotivated organization into results producing
team with go-getter attitude.
o
Established disciplined
internal controls. Implemented Six Sigma practices, audits, systematic metrics
measurement of expected vs. actual and results with plans for continual
improvement. Defined and managed stringent minimum and target operating SLAs. Defined and achieved industry-wide leading operating
metrics unmatched by competitors.
o
Operating excellence. Established training
programs, certification requirements, mentoring, management hierarchy and
accountability. Implemented intelligent automation. Reduced service disconnects
by 78%. Reduced payment late fees by 42%. Reduced processing cycle time by 32%.
Improved data entry accuracy from 86% to 99.8%. Improved team productivity by
42%. Improved system up-time from 90% to 99.9%.
o
Improved operating costs. Reduced operating costs
55% through automation and use of new technologies. Defined and managed the EDI
program and converted 32% of invoices to EDI. Doubled staff to handle
quadrupled sales at lower costs, while reducing resource cost by 30% and
increasing productivity and quality. Established scalable offshore development
and operations centers with distributed operations.
o
Call center. Built and managed a 24/7
call center providing provisioning, order fulfillment and support services for
mobile devices to Fortune 1,000
clients with over 200,000 devices. Defined KPI metrics with industry
competitive results for customer satisfaction, call answer, cost per call,
agent utilization and SLAs.
o
Process improvements. Defined processes and
procedures. Planned and executed automation. Defined business continuity and
disaster recovery. Management of SAS 70 requirements.
o
M&A. Defined strategies to
acquire businesses and solutions to improve our marketplace.
|
DAKOTA
IMAGING, |
2001 to 2005 |
Provider of turnkey systems,
claims processing automation, and BPO solutions for the healthcare industry.
Senior
Vice President of Operations
Responsible for the development
of large-scale mission critical software applications, data entry and call
center operations. Built and implemented products for commercial production and
internal BPO operations. Managed delivery of solutions, customer
services and BPO operations. P&L responsibility.
o
Operations. Established company
operations, including product development, professional services, client
support, training and network infrastructure. Defined metrics to measure
productivity, quality, unit cost and profitability, Defined strategic centers
word-wide resulting in 60%+ cost savings. Automated claims processing with
99.7% accuracy, meeting government regulatory expectations. Meeting and
exceeding HIPAA requirements.
o
Revenue and growth. Instrumental in growing
revenues by 200% with anticipated growth to 500% by extending product offerings
from LAN-based solutions to BPO/ASP model. Increased market penetration by
developing new solutions and revising existing products. Grew staff from 100 to
400+ located in five countries.
o
International
expansion. Built and managed from
ground-up 250-person operations centers in Latin Americas and
o
Audit and internal controls. Implemented Six Sigma
practices, metrics measurement of expected vs. actual results with plans for
continual improvement. Defined and managed to SLAs.
o
Best practice. Established & managed
methodologies to efficiently and effectively deploy customer solutions with
emphasis on SDLC, resource utilization, on-time/on-budget deliveries, resulting
in more reliability & cost savings. Streamlined deployments, resulting in
higher customer satisfaction, lower operating costs, increased revenue and
improved ROI.
o
M&A. Instrumental in successful
acquisition and transition.
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TRIPORT
TECHNOLOGIES, |
2000 to 2001 |
Provider of e-commerce
software and services to the graphic arts industry.
Vice
President of Operations
Lead product deployment,
professional services and customer support including management of applications
and ASP operations. Deployed and supported B2B portals for 1,200+ clients. Managed consulting services, delivering backend integration, custom
eCommerce solutions and localization.
o
Operations. Built operations
organization from ground-up. Streamlined building of portals resulting in
higher productivity, quality & 55% cost reduction. Built comprehensive
disaster recovery and business continuity procedures for corporate and ASP
infrastructures. Improved reliability, quality and uptime of production
infrastructure.
o Revenue growth. Increased revenues by 15% through up-sell & cross-sell. Re-focused marketing strategies to utilize partner channels effectively and expand internationally. Increased market share through mergers and acquisitions.
o
Technology, solutions and services. Deployed custom solutions
- eCRM, Order Management, RFQ, SCM and ERP with
tutorials. Developed middleware to facilitate integration of ASP applications
& clients’ back-end systems. Built $2.1 million state-of-the-art corporate
IDC and achieved 99.99% uptime.
o
International expansion. Built and managed
international reseller & partner application hosting infrastructure
supporting 2nd tier clients.
o
Best practice. Established & managed
methodologies to provide effective and efficient customer solutions with high
level of customer satisfaction.
|
DATACAP
INC., |
1998 to 2000 |
Provider of software &
service solutions in data capture & management for healthcare industry.
Vice
President of Software Development and Operations
Managed software
development, support and professional services, and hardware solutions. Developed health claims,
data warehousing and web-based applications.
o
Technology and services. Built web applications -
document management, eCRM, Sales Automation &
Order Management. Developed middleware applications to integrate front-end
applications with back-end systems. Built corporate Internet, Intranet and
Extranet applications.
o
Operations. Defined processes and
procedures. Created development centers in US and offshore. Reduced development
costs by 40% using improved processes and offshore resources. Defined and
managed professional services and client support services.
o
M&A. Defined strategies and
streamlined processes to facilitate planned mergers and acquisitions.
|
FLEXiINTERNATIONAL SOFTWARE,
INC., |
1995 to 1997 |
Provider of multi-platform
Client/Server and eBusiness ERP software
applications.
Vice
President of Software Engineering
Lead engineering and
professional services function including development, solutions architecture,
deployment, support services, and localization. Developed and deployed
enterprise-level ERP, supply chain, and data warehousing applications for
multi-national clients. Managed customer and vendor
relations.
o
Technology, solutions and
services. Build development
organization. Lead large-scale, high-volume software initiatives from
conception to commercialization. Established offshore development centers
resulting in cost savings & successful product delivery.
o
Best practices. Improved productivity by
30% by developing processes/procedures and automation. Improved product quality
and reliability resulting in increased customer satisfaction.
o
International offerings. Developed applications for
multi-national Fortune 500
companies. Defined and managed
world-wide support services.
o
M&A. Minimized development
cycle by acquiring technology companies. Defined and executed strategies to pave
the way to successful IPO.
|
COMPUTER
ASSOCIATES, |
1980 to 1995 |
Provider of Client/Server business
applications.
Assistant
Vice President of Research and Development
Built and delivered
multi-platform Client/Server enterprise-level solutions for multi-national
clients. Developed and
deployed financial, distribution, payroll and supply chain applications. Managed all aspects of SDLC and product support.
o
Technology, solutions and
services. Established & managed
worldwide application development, deployment, support, packaging, distribution
and training of single source code, multi-platform accounting, distribution,
& payroll applications which accounted for 45% of the total division sales.
o
Global presence
Established and managed development
centers in
o
M&A. Played
an instrumental role in numerous acquisitions, integrations and expanded
marketplace 5 fold.
TECHNOLOGIES,
SOLUTIONS & INDUSTRIES
|
Windows, Unix/Linux, Java, .NET, C++, Internet, OS/400,
MVS/VM, RDBMS, RAD, JAD, Waterfall, eXtreme, PMO, SDLC, OCR, EDI |
ERP, CRM, DAM, POS, SAF, WMS, SCM, Call Center, Health
Claims Processing, Telecom Expense Management, Data Warehousing, Wireless and
Wireline Provisioning |
Healthcare, Retail, Services, Banking, Finance,
Insurance, Manufacturing, Telecom, Information Technology, Government |
EDUCATION
Master of Science · Computer
Science/Electrical Engineering · Northeastern University, MA
Bachelor of Arts · Computer and Mathematics, "Cum
Laude" ·