Houston, Texas, United States
Senior-level executive in the outsourcing industry. Results oriented in the strategy, pursuit, transition, delivery, project management, transformation and growth of client engagements, with a focus on continuous improvement and change management. Proven record of transforming business eco systems by improving the people, processes, and technology that drive growth by focusing on business outcomes. Effective communicator with a relationship-focused leadership style and ability to build trust among team members in order to drive successful results. Management experience includes sales, account management, centralized and decentralized operations, projects, transitions, transformations, P&L (full and cost center), and direct client and vendor relationships, at both executive and operational levels.
Led a direct team of 20 operations staff focused on the delivery of projects, warehouse operations, field service delivery, and service support desk capable of carrying out internal and client requirements Focused on Strategic Planning and developed corresponding service and delivery strategies to maximize efficiencies in support of the company strategy and objectives and advised the Owner/CEO Drove communications, support objectives, standards, built dashboards and fulfilled all requirements within budgetary constraints Recommended sales strategies for improvement and participated in the sales and business development process Managed the Company’s Mexico operation
Led a team of 19 Sales and Account Management staff focused on securing new logo business, farming existing accounts, and maintaining the base accounts by driving commercial, obligation, and strategic governance. Utilized Salesforce.com to manage and measure overall performance of the team Drove more than $15M in new service engagements (annuity and projects) and renewed 98% of the service engagements that were up for renewal. Successfully restructured team of account managers to operate more efficiently and identified areas of improvement that led to value creation across the existing client base and reduced OPEX by >$800K. Responsible for recruiting and onboarding new sales and account management staff to improve sales pipeline and increase overall growth.
Built Project Management Practice and Framework that combined standards including PMI, Prince2, ITIL, and Six Sigma that improved Project Management and Transition delivery to both new and existing clients. Consistently drove billable utilization >90% on an aggressive plan of 80% covering as many as 200 simultaneous projects worth $40M. Instituted governance process that consisted of structured tollgate reviews as well as a formalized project closure process to drive out defects that has yielded an average CSAT rating of >4 on scale of 1 to 5. Oversaw 150 project professionals delivering a wide range of project management activities, including Service Desk, Field Service (Campus and Dispatch), Service Catalog, Service Asset Configuration Management (SACM), Change Management, Network Management, Depot/Advanced Exchange Supply Chain Management. Built scalable PMO by centralizing resources from geographically dispersed units, including off and near shore. Recovered 40% of stranded cost by consolidating resources, recognizing underutilized resources and staff, and eliminating redundancies.
Responsible for oversight of all 1100 associates (direct and indirect reports) in four diverse business units. Direct oversight of operational units: Human Resources, Recruiting, Training, Facilities, and IT. Collaborated with U.S.-based functional leaders of each organization to understand the business requirements to drive consistent delivery. Used coaching practices to galvanize functional team efforts; facilitated highest level of client satisfaction. Performed demographic study to identify cause of high employee attrition rates; used data to develop and implement facility relocation plan (completed Dec. 2016); attrition rates dropped from annualized 38% to 17%. Stabilized operations and made CompuCom one of the Top Companies to work for in Mexico by realigning pay-to-performance metrics, designing employee career paths, and creating leadership training programs. Provided oversight to two very large IP Telephony projects in the financial and retail markets; projects involved the scheduling, staging, configuration and shipping, and installation of the new system. Oversaw on-time installation services (including rip/replace) of 100K+ IP phones, including back office support, disposal services, including handling of secure items and maintaining chain of custody. Used continuous improvement initiatives to achieve CSAT results of 4.6 of 5 and managed project budgets that were 20% under project costs.