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Work Background
NCR CorporationExecutive Director of Professional Services/DI
Jun. 2015 - Sep. 2024Senior leader with experience in Professional Services delivering enterprise solutions with a proven track record of building best in class professional services and delivery teams with a best-in-class client satisfaction score. Provides successful client implementations delivering projects and initiatives on time with increased margins adding revenue growth. Skilled in strategic planning, team leadership, working across teams and providing executive engagement with clients and internal teams, contributing to an improvement in efficiency, providing the solutions clients and industry needs. Executive Director of Professional Services
• Led global team of 110+ employees, adeptly managing budgets and meeting rigorous schedule and revenue targets, directly contributing to 12% increase in revenue year over year and a 15% reduction in delivery times. This was done by implementing strategic business initiatives such as shorter delivery cycles, improved code reuse, strong team culture, and automation.
• Spearheaded professional services and delivery team, overseeing 250+ active projects, enhancing service delivery quality and efficiency through adoption of best practices and process improvements.
• Cultivated strong client relationships and delivered custom and standard enterprise-wide solutions, leveraging project management and business best practices to support all professional services projects and provide critical status updates to key decision-makers.
• Initiated and led to the creation of consulting services focused on digital transformation efforts guiding clients with NCR Voyix Digital Banking suite of products, increasing client adoption and satisfaction, showcasing ability to drive technological change and user engagement.
• Spearheaded development of comprehensive customer service program, enhancing customer satisfaction and service delivery efficiency, as measured by 25% improvement in customer feedback scores.
Digital InsightManager Professional Services
Feb. 2007 - Jun. 2015Director of Professional Services
• Launched 15 new products, directly contributing to notable increase in market share by 12%, by leading cross-functional teams and executing strategic market entry plans.
• Implemented innovative cost-cutting measures, improving operational efficiency by 10%, by optimizing resource allocation and streamlining service delivery processes.
Led overall implementation program for major Financial Institutions, ensuring timely delivery and adherence to scope, resulting in 40% increase in client satisfaction and service quality.
• Conducted in-depth reviews of clients' Internet Channel business processes, recommending and implementing best practices that enhanced operational efficiency by 10%.
• Championed and directed process improvements across professional services, significantly contributing to organization's strategic goals by elevating service delivery standards.
S1 CorporationDirector, Professional Services
Aug. 2003 - Dec. 2006Director Professional Service • Used Enterprise Architecture concepts and disciplines • Managed multiple client relationships and projects • Managed the professional services project office and technical services teams • Managed and trained project managers, developers and other technical resources
• Worked with and managed offshore resources
S1 CorporationManager, Professional Services
Aug. 2000 - Aug. 2003• Create standard process methodology • Manage / deployed new process methodology • Maintain processes and guidelines for the professional services organization
• Developed and executed training related to methodology
S1 CorporationDevelopment / SCM Manager
Oct. 1997 - Aug. 2000• Establish Custom Software Develoment and SCM groups • Worked with the development teams to build and package software solutions
• Estimate the level of effort needed to perform SCM tasks for all projects
• Manage the relationship between S1 and off-site development team • Establish development processes and guidelines • Manage technical resources across multiple projects
• Manage project schedule and plans for project teams
• Develop, mentor and train technical resources
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