Senior Vice President | Executive Vice President | Chief Operating Off
Senior Vice President | Executive Vice President | Chief Operating Off
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Senior Vice President | Executive Vice President | Chief Operating Officer Resume

Desired Industry: Information Technology SpiderID: 81889
Desired Job Location: Schwenksville, Pennsylvania Date Posted: 3/15/2019
Type of Position: Full-Time Permanent Availability Date:
Desired Wage: 145000
U.S. Work Authorization: Yes
Job Level: Executive (President, VP, CEO) Willing to Travel: Yes, Less Than 25%
Highest Degree Attained: Masters Willing to Relocate: No

Seasoned, innovative, and results driven professional with high business acumen. Skilled executive with extensive experience leading sales, business operations, and client facing support teams within technology and consultative services industries. Recognized as a Six Sigma strategist with a record of improving operating efficiency, increasing company productivity, and providing quantifiable profitability growth. Expert at developing corporate culture focused on associate engagement, operational excellence, and client satisfaction. Equipped with high emotional quotient, interpersonal and relationship building skills. Polished communicator and keynote speaker.


Executive Vice President | Chief Client Officer |Senior Vice President 2016–Present

Oversee the strategic mission and implementation of five times revenue growth through organic sales and mergers and acquisitions

Take full charge of profit and loss (P&L) and all functional areas, which involve leading 7 direct reports, 250 indirect reports, 55 onshore and offshore business process outsourcing (BPO) full-time employees (FTE)

Lead client operations teams responsible for the delivery of services, problem resolution and lifecycle support of the Client experience

Key Highlights:

Steered corporate operating efforts and produced record earnings before interest, tax, depreciation, and amortization (EBITDA) results, while growing annualized revenue from $60M in 2016 to $130M in 2018

Headed international M&A activity and closed acquisitions within targeted EU regions with prime growth trajectory in the Compute, unified communications as a service (UCaaS), and contact center as a service (CCaaS) market place

Served as executive project owner of global enterprise resource planning (ERP) integrations, launching artificial intelligence (AI) and automation-based workflow to significantly increase productivity

Played a pivotal role in exceeding objectives in 2018 which include 153% to corporate installation plan for monthly recurring revenue (MRR) and 174% to corporate installation plan for non-recurring revenue (NRR)

Utilized AI-based interactive voice response (IVR) upsell solution with flow through activation, which provided $2.5M in monthly recurring charge (MRC) growth

Launched customer relationship management (CRM) based customer experience (CX) program with machine learning analytics, developing key insights, which resulted in a 27% decrease in churn

Created a line of sight (LoS) metric practice, by clearly aligning associate level performance with functional area attainments that are designed to drive corporate-level success (BP Patent Pending– USPTO)

Executive Vice President of Global Operations | Head of Customer Experience

Held responsibility in providing a world-class customer experience for more than $650M client base

Managed P&L and led 8 vice presidents and 850 employees, as well as to 250 offshore BPO FTE internationally

Efficiently handled business and client operations team, including service delivery, client support and call centers, network operations center (NOC), and field operations

Key Highlight:

Served as the acting integration officer (AIO), led the integration strategy involving several large acquisitions, exceeded forecasted synergy plan, and unified entities under a single Brand

Led discovery, planning and implementation of large-scale international BPO programs. The efforts brought scale, process improvements, increased CSAT while providing significant cost savings

Designed Information Technology Infrastructure Library (ITIL)-based workflow management systems, providing associates with task driven installation and problem resolution workload, while delivering leadership with real-time (dashboard) performance management

Acted as Six Sigma project champion by introducing nine waves of cross-functional process efficiency and system enhancements, developing EBITDA contributions of $20M over 2.5 years

Business Education Certificate in Executive Leadership

Mendoza School of Business, University of Notre Dame, Notre Dame, IN

Master’s Certificate in Organizational Leadership

Villanova University, Villanova, PA

Associate of Applied Science in Electrical Engineering

Penn Technical Institute, Bristol, PA

Organizational Leadership | Client Experience Owner| Collaborator and Consensus Builder Culture Advocate | Profit and Loss Ownership | AI and Automation | Merger and Acquisitions Analytics and Metrics | Continuous Process Improvement | Key Performance Indicators Cost-Savings Strategies | Onshore & Offshore Business Process Outsourcing Implementation

Additional Information:

Lean Six Sigma Master Black Belt – Villanova University

Six Sigma Master Black Belt – Eckes & Associates (EAI)

Strategic Transformation - University of Notre Dame

Risk Management – University of Notre Dame

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