New York, New York, United States
Throughout my career in technology and client services, I’ve enjoyed and excelled at optimizing processes, implementing leading-edge technology and driving organizational change. I've led successful business transformations while increasing operational efficiency and client satisfaction. I've thrived in dynamic organizations, leading strategic change as we grew and the environment shifted. I’ve consistently enabled teams to exceed goals and accelerate growth by aligning PEOPLE, PROCESS and TECHNOLOGY with STRATEGY. My expertise includes: STRATEGY DEVELOPMENT • Align executives on vision and goals • Determine capability enhancements needed • Build operating model for individual and team interactions across the organization PROCESS AND TECHNOLOGY INNOVATION • Define, institute and optimize processes for efficiency at global scale • Identify, design and implement best-in-class technology solutions to enable automation, collaboration and performance measurement • Lead ongoing process improvement and system enhancements ORGANIZATIONAL CHANGE MANAGEMENT • Create and manage strategic programs to prioritize and govern business transformations • Articulate guiding principles of changes to unify the organization • Drive consensus across departments and throughout levels, serving as change agent via collaborative, consultative approach • Form and lead implementation and change management teams to fully integrate new structures, roles, processes and enabling technologies • Monitor, analyze and adapt to ensure benefits realization LEADERSHIP AND TECHNICAL STRENGTHS • Strategic planning • Business transformation • Analytics and modeling • Budgeting and forecasting • Project management • Change management • Relationship management • Operations management • Process optimization • System implementation • ClickUp | JIRA | Smartsheet | Monday | Salesforce | FinancialForce PSA | Cloud Coach | Gainsight | SharePoint | SQL | Excel | Power BI | Domo | Tableau
Partnered with Customer Success and Professional Services leadership to scale the business for accelerated growth through process optimization, technology automation and data analytics.
I drove strategic initiatives to evolve and transform a global client service group of over 400 employees as the company grew and the environment around us changed. Primary focus areas included driving process improvement to achieve efficiency at a global scale, while implementing technology to enable business automation. I also emphasized leading people through lasting organizational change, including goal alignment workshops, new role and process definition, clear cross-team communication, implementation and full adoption of new methodologies.
I had the unique opportunity to launch a new operations leadership role in 2007. In this role, I focused on process improvement and standardization with enhanced cross-department collaboration for a global consulting staff of 150. As a rapidly growing company that transformed from a US-focused organization to a true global enterprise seemingly overnight, we needed updated team structures, clearly defined roles and process automation. My charter was to ensure efficiency and a consistent client experience throughout the organization, leveraging technology to achieve process adherence and optimization. I also facilitated cross-team communication and collaboration within our global team and with other groups including Sales, Marketing, Product, Finance and IT.
During my tenure as Director, Consulting Operations, I also assumed additional responsibilities managing a staff of 25 consultants in New York responsible for product implementations and upgrades, client support and account management for over 120 high-touch investment firms. Our group was responsible for enhancing the methodology and tools used for initiating, defining and executing implementation projects at the company’s most strategic and complex new clients.
I led client engagements for a boutique consultancy specializing in data analytics and custom software development for supply chain optimization. Project highlights included heading an initiative for Fortune 500 consumer products corporation to optimize shipping lanes and renegotiate agreements with North American carriers, as well as providing client training on database design, analysis tools and proprietary software.
After graduating from the intensive “boot camp” in client consulting and data management skills, I staffed engagements for global organizations seeking cost savings and operational efficiencies through strategic sourcing initiatives. Responsibilities included data analysis, vendor RFP's, bid analysis and negotiations support.