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Work Background
MercuryGate InternationalDirector of Customer Success
Jul. 2023
IT Services Director Project Management
Nov. 2020 - Jul. 2023
Mode TransportationSenior Director Operational Excellence & Program Management
Mar. 2018 - Nov. 2020Strategic solutions architect focusing on new business implementation and continuous improvement initiatives.
Mode TransportationDirector of Program Management
Oct. 2005 - Mar. 2018New Business Implementations Process Improvement DMAIC project management
Operation Process Improvements
Product Development and Solutions Design enhancements.
Database Development - CMS, Account Clearance, Solutions Design Opportunity
Exel TransportationStrategic Project Manager
Oct. 2005 - Mar. 2009Key program facilitator of a continuous improvement culture within Exel Transportation, actively seeking ways to improve productivity, customer service and profitability through the improvement of existing processes, technology enhancements, and design and implementation of business development strategic plans. Developed and implemented Exel Transportation's RFP response support process. Developed the Solution Design processes, templates and Opportunity database that is the cornerstone of Network Solutions and Services offering to their internal and external customers. Improved RFP response cycle time and opportunity volumes while significantly improving the RFP win ratio by 30%.
Developed critical corporate databases and process to allow support organizations to manage key internal processes and support numerous network users
Project managed new customer business implementations, process improvement projects, operational redesign, and business integration and reorganization initiatives. Facilitated strategic planning development sessions for Executive leadership teams. Program Managed strategic initiatives that resulted from those sessions to include:
Corporate Managed Operations Billing Improvement Initiative- achieving more than $1MM in cost savings Identified >$3MM in margin improvements within organizations freight network. Implemented actions to realize improvements with more than 90 network offices across US. Redesigned recruiting process, defined and implemented marketing materials, recruiting administrative processes and an online recruiting pipeline management tool. Improved recruiting results for new offices within network with highest volume of new offices >20 in company in more than 10 years. This resulted in >$10MM in new revenue in the year of recruitment with a projected annualized return of more than $60MM.
ExelDirector of Program Management
Jan. 2005 - Apr. 2011Manage New Cutomer implementations, process improvement projects, and system development projects.
Exel TransportationDirector of Program Management
Jan. 2005 - Apr. 2011
Plano Sports AuthorityCoach
Jan. 2003 - Jan. 2006
Select Basketballparent
Jan. 2000 - Jan. 2011
AlcatelCustomer Service Manager
Jan. 2000 - Jan. 2001Recruited, trained and managed team of 17 employees for Order Entry daily operations.
Evaluated Customer Service's processes to develop and implement process improvements. Reduce cycle time and service errors. Improved team morale through specialized training, simplified processes and team involvement in the improvement process. Increased team order accuracy, and order input volume and reduced absenteeism.
Addressed customer issues and emergencies and reduce customer complaints as well as helped team to achieve numerous recognition awards for service. Reduced order in queue delays by up to 4 days and cycle time delays by up to 5 days, by designing automated order entry web page for Customer Service order request.
Developed and designed Field Service Access database and procedures to meet TL9000 standards, resulting in successful audit with no adverse findings.
Installation Design and Process Improvement Engineer
AlcatelProgram Project Manager
Jun. 1998 - Apr. 2005Customer Service Management Installations Services team
Project Managed key business improvement projects
Mergers and Divestitures
Business Continuity Program
Oracle 11i Implementation, Oracle 10.7 Implementation
Developed and implemented Alcatel's project management methodology framework Services Third Party Access VPN Gateway
Facilitated Supply Chain Business Improvement Team Maintained the project portfolio, standardized metrics and reports, and implemented tool enhancements for Supply Chain, which improved OTI metrics by 30%.
AlcatelProgram/Project Manager
Jun. 1998 - Apr. 2005Performed company improvement projects working with numerous internal and external customers at all levels (users to executive management level) to achieve process enhancements, new business development, company mergers and divestitures, system enhancements and external customer partnerships.
Project Managed key business improvement projects. Developed and implemented Alcatel's project management methodology framework. Established a NA Project Management Office. Worked with R&D organization to improve software development processes and achieve CMM levels. Acted as Project Manager and customer interface for the development of a new system to support external customer service repair through a VPN gateway. Project was recognized as an area where Alcatel could pursue additional revenue streams.
Facilitated team business requirements development sessions. Acted as the chief customer liaison to IT for the Customer Service organization to ensure business requirements and customer concerns were addressed. Developed data conversion plans, performed Backlog validation process to for Oracle 11i implementation, and created reports for Oracle 11i conversion, as well as new procedures and process maps for Order Management group.
Facilitated Supply Chain Business Improvement Team working with the VP's of 3 operations groups to achieve standardized processes between their organizations. Project managed those initiatives and mentored other PM. Maintained the project portfolio, standardized metrics and reports, and implemented tool enhancements for Supply Chain, which improved OTI metrics by 30%. Familiar with iPayments and iStore Oracle modules.
Developed and administered Oracle 11i Order management training. Trained 120 people on OM and AR system, receiving Alcatel achievement award for exceptional performance. Evaluated and implemented Order Management processes to reduce cycle times and errors, increasing throughput by 50%.
Westinghouse Savannah River CompanyRadiological Control Inspector/Trainer
Jan. 1990 - Jan. 1996Provided radiological surveillance of facilities and personnel. Trained new inspectors and maintained training documentation for trainees. Familiarized with OSHA, DOE, and NRC regulations and orders.
Trained as emergency response team coordinator. Recognized as leader in ERT exercises.
Developed and compiled Contamination Control Plans for Defense Waste Processing Facility Startup.
Du PontRadiological Control Inspector
Jan. 1989 - Jan. 1996
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