GLOBAL SENIOR LEVEL OPERATIONS EXECUTIVE
Recognized for delivering solutions with high standards of quality & customer satisfaction
Forward–thinking, consultative and versatile executive with expertise in transforming under-performing and young companies to economically viable businesses via operations excellence, organizational development and transformation, cost optimization, automation, lean methodologies, project management and process & performance improvements. Extensive experience in the delivery of multi-national, scalable, cost-effective, mission critical, high-performance infrastructures and technology solutions.
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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.
- Business and Automation. Ability to lead operations and technology in multi-national organizations throughout Asia, Europe, and the Americas. Benefit: Depth of experience combined with technical and business acumen provide broad perspective in developing and implementing solutions to universal business issues.
- Sales and Marketing. Ability to drive sales and marketing to produce measureable results. Benefit: Increased market presence and increases revenue.
- 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.
- 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
CONSUMER HEALTH TECHNOLOGIES, Ft. Lauderdale, FL |
2007 - Present |
Provider of hosted solutions focused on Consumer Directed Health Care (CDHC) administration and Health Savings Account administration, servicing TPA’s, healthcare payers, financial institutions and employers with Health Savings Account offering.
Chief Operating Officer
Responsible for strategic direction and tactical execution of sales, marketing, software development, solutions deployment, customer support, professional services, outsourcing and all operational aspects. Responsible for budget with P&L accountability.
- Sales. Built a consultative sales organization from scratch, including outbound calling and consultant sales teams. Defined and managed sales processes and metrics tracking. Defined and managed commission structure and incentive programs. Increased sales activities from zero to a team of fives fulltime salespeople. Made initials sales within three months.
- Marketing. Created marketing plan. Deployed corporate presence on the web and in targeted market. Established company brand.
- Professional Services. Established professional services organization with deployment, integration and support responsibilities. Created delivery strategies to minimize the deployment length and costs while improving customer satisfaction. Established deployment cost model with creative payment structure.
- Strategic business partners. Cultivated strategic business partner to offer seamlessly integrated solutions.
- Product development & management. Built Health Savings Account application from ground-up using multi-using IBM technologies such as WebSphere, DB2 and enterprise level Java technologies. Built and headed product management committee.
- Development centers. Established from scratch US and offshore development centers. Defined and managed operational excellence to output high quality results.
- Datacenter. Created datacenter hosting and servicing SaaS model applications with redundancy, load balancing and regulatory security requirements and achieved 99.99% uptime.
PROFITLINE, San Diego, CA |
2005 - 2007 |
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.
- 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.
- 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.
- 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%.
- 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.
- 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.
- Process improvements. Defined processes and procedures. Planned and executed automation. Defined business continuity and disaster recovery. Management of SAS 70 requirements.
- M&A. Defined strategies to acquire businesses and solutions to improve our marketplace.
DAKOTA IMAGING, Columbia, MD |
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.
- 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.
- 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.
- International expansion. Built and managed from ground-up 250-person operations centers in Latin Americas and Eastern Europe. Built multiple data entry and call centers. Established and managed development centers in various countries. Build a 24/7 operations centers with around the clock support services and effective business continuity.
- 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.
- 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.
- M&A. Instrumental in successful acquisition and transition.
TRIPORT TECHNOLOGIES, Carlsbad, CA |
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.
- 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.
- Revenue growth. Increased revenues by 15% through up-sell & cross-sell. Re-focused marketing strategies to utilize partner channels effectively and expanded internationally. Increased market share through mergers and acquisitions.
- 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.
- International expansion. Built and managed international reseller & partner application hosting infrastructure supporting 2nd tier clients.
- Best practice. Established & managed methodologies to provide effective and efficient customer solutions with high level of customer satisfaction.
DATACAP INC., Tarrytown, NY |
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.
- 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. Developed corporate internet presence.
- 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.
- M&A. Defined strategies and streamlined processes to facilitate planned mergers and acquisitions.
FLEXiINTERNATIONAL SOFTWARE, INC., Shelton, CT |
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.
- Technology, solutions and services. Built development organization. Lead large-scale, high-volume transaction software initiatives from conception to commercialization. Established offshore development centers resulting in cost savings & successful product delivery.
- International offerings. Developed applications for multi-national Fortune 500 companies. Defined and managed world-wide support services.
- Best practices. Improved productivity by 30%. Improved product quality and reliability resulting in increased customer satisfaction.
- M&A. Minimized development cycle by acquiring technology companies. Defined and executed strategies to pave the way to successful IPO.
COMPUTER ASSOCIATES, Islandia, NY/San Diego, CA |
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.
- Global presence Established and managed development centers in Americas, Europe and Asia. Improved productivity by 45%. Improved results by 60%.
- Technology, solutions and services. Established & managed worldwide application development, deployment, support, distribution and training of single source code, multi-platform ERP solutions which accounted for 45% of the total division revenue.
- M&A. Played instrumental role in 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, Six Sigma, CMM, HIPAA |
Healthcare, Retail, Services, Banking, Finance, Insurance, Manufacturing, Telecom, Information Technology, Government |
EDUCATION
Master of Science · Computer Science/Electrical Engineering · Northeastern University, MA