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Work Background
OracleManager, Business Analysis and Process Improvement, Global Contract Operations
May. 2017Responsible for managing a team of Sr. Business Analysts for Global Contracting Process Operations Organization. Responsible for design, documentation and support of global quoting and contracting process including process optimization, technical process documentation, project management and across-Line of Business project support. Key business partner for Regional Contract Divisional Process Owners, Policy Owners, Legal and Tax teams, and System Operations across Consulting, Cloud Professional Services, Sales Operations, and Project teams. Performs Monthly & Quarterly review of organization’s KPI numbers to identify process improvement areas and self services opportunities. Uses data analysis to understand efficiency gaps and propose process improvements (builds the “why and why not” data story). Facilitates organization-wide training of process improvement methodologies, holds feedback sessions quarterly to collaborate on lessons learned and cross-team successes.
OracleBusiness Analyst - Global Consulting, Functional Expert
Dec. 2015 - Apr. 2017San Antonio, Texas AreaConsulting & Professional Services Deal Management Strategy & Operations; Responsible for the standardization of business process, working with key groups across Oracle to ensure clearly documented, repeatable, consistent process globally. Using strategic, forward looking focus, identify gaps and propose solutions to improve business practices, process, systems, and policy. Partnering with Global Consulting Sales Operations to lead automation and integration initiatives, streamlining order-to-cash, and increasing KPI-based metrics, prioritizing and driving projects that add global Oracle value, end-to-end. Acts as key stakeholder for Consulting Deal Management, and often as representative for Global Services Deal Management, driving process and system improvements, identifying process and policy gaps, and partnering collaboratively with Global Business Practices, Sales Operations, Finance, Project Accounting, OAL Development, and System Module owners. Investigates, compiles, and reports out on Consulting and Professional Services manual and SKU metrics, on a quarterly basis, demonstrating data analysis comprehension lending to project strategy and value-focused decision-making.
OracleDeal Management, North America Consulting
Aug. 2014 - Nov. 2015Oracle’s Deal Management Organization creates and reviews contract documents for our sales organizations, partners, and end customers. Supporting the Oracle sales organization to win compliant business, focus remains on mitigating commercial risk for Oracle, by enforcing internal controls and adhering to corporate business practice and policies. Part of the Global Finance Operations Team, deal managers are responsible for the revenue quote-to-commission process flow across all lines of business (License, Systems, Cloud, Support and Professional Services) within Oracle.
Kforce Technical RecruitingTechnical Recruiter
Aug. 2013 - Jul. 2014South TXKforce is a national provider of technology resource solutions for Fortune 500 and premier companies.
Rackspace HostingSales Functional Lead, Enterprise Sales Operations
Jan. 2011 - Jun. 2013San Antonio, Texas AreaResponsible for project management activities related to driving operational excellence across processes, policies, and workflow that impact sales or other departments as a result of sales activities. - Subject matter expert for Contract Management and Salesforce CRM administrator. - Supported 600+ internal sales and support customers. - Provided SalesForce training to all incoming sales and support team members - Responsible for process improvement and contract kickback mitigation across the sales organization that provided financial impact to sales revenue in excess of $200k+ recovered quarterly. - Worked within an Agile environment to single-handedly gather sales and support development requirements from 800+ team members, and deliver to a 4-man development team (customized SCRUM methodology). - Was named the "Secret Sauce of Sales Enablement" recipient for H12013. - Provided 150+ new hires with Order Management and Sales Rules of Engagement Onboarding, in addition to monthly one-on-one field sales system training.
Rackspace HostingEnterprise Account Manager
May. 2009 - Jan. 2011Responsible for taking ownership of the relationship held with each customer and to serve as an interface between the customer and the rest of Rackspace Support. Acting as a single point of escalation on all support issues that cannot be resolved by Support Technicians to ensure a timely and Fanatical customer experience. Client base includes Rackspace's largest, highest priority customers, requiring excellent interpersonal, written and verbal communication skills, experience in handling multiple tasks, and the ability to prioritize highly varied work levels in order to maintain required productivity levels. Tasked with extensive reporting and auditing with special attention to: credit memo data, inventory, churn, monthly revenue, and customer satisfaction survey results; delivered to the Enterprise Management Team. Additional Experience: Implementation of a Rackspace Sharepoint site for Enterprise level customers and Rackspace support teams. Final editing process for the CSCOPE Second Grade Science Learning Notebook
Rackspace HostingEnterprise Support Specialist
Feb. 2009 - Jun. 2009Monitored customer request tickets assigned to your team, and allocate resources in an appropriate manner. Coordinated customer support issues that must be routed through internal Rackspace department (billing, sales, provisions, etc.). Handled overflow of customer support phone calls/requests. Worked as a team with system administrators, shared services team members, and operational support teams to most effectively and efficiently resolve customer issues.
Rackspace HostingNetwork Security Team Account Coordinator
Feb. 2008 - Feb. 2009Created and maintained Implementation documents for new customers, ensuring the highest level of security appropriate for each customer, as well as coordinating appropriate allocation of resources to each new contract. Maintained file management for SaS70 compliance requirements Identified and resolved broken processes within the Network Security overall structure Maintained consistent communication between the network security teams and the rest of Rackspace support and datacenters, to ensure timely and accurate delivery of customer orders.
Saks Fifth AvenueArmani Sales Consultant
Nov. 2007 - Feb. 2008Sales forecasting for luxury retail; front-line sales
Texas Culinary AcademyAdmissions Representative - Outside Sales & Recruiting
Jan. 2007 - Nov. 2007Austin, Texas AreaExcelled in an academic recruiting role, responsible for admitting applicants for a private culinary education, overcoming unique objections and maintaining a mentoring, professional demeanor. • Maintained and developed communications with each potential and existing student; • Provided step-by-step guidance during students’ application process, and provided a source for information throughout their career at the culinary academy; • Worked closely under multiple accrediting agencies to attain complete documentation and submitted to meet financial deadlines; • Received specialized training in emotional intelligence, business ethics, sales and negotiations techniques, interpersonal communication, and problem-solving.
Starbucks Coffee CompanyTraining and Customer Experience
Nov. 2001 - Jan. 2007Being a Barista or “Partner” means emphasis on their company mission of Connecting with each other, with customers, and the nearby communities. Went above and beyond with each individual interaction to make sure that my making that person’s customized beverage garnered a great start or finish to their day.
Jordan-Sitter AssociatesOffice Manager
Jan. 2000 - Dec. 2005
Ballet San AntonioBallet Company Member/ Workshop Faculty
Aug. 1998 - Jul. 2004Ballet member, faculty member, summer workshop instructor
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