EverlinkVice President, Client Services and Operations
Jan. 2022 - Feb. 2024As Vice President of Client Services and Operations, I spearhead the IT Security, Production Support, and Client Services teams, fostering excellence in their diverse roles. My leadership is defined by a unifying vision that prioritizes customer rapport, collaboration, and continuous improvement. This approach not only enhances the sustainability of team members but also cultivates a culture of mentorship. By actively developing innovative solutions for immediate challenges, we have successfully launched initiatives that align with our operational objectives and strategic roadmap. Practice Efficiency. I led the overhaul of policies, governance, and practices, significantly boosting departmental efficiency and the quality of content. This initiative provided a clearer view of the operational state and enabled team members to perform tasks with precision, enhancing the overall workflow and reducing redundancy. PCI, SOC2 Compliance. I spearheaded compliance projects that not only met but exceeded PCI and SOC1/2 standards. By streamlining compliance processes and addressing gaps proactively, I shortened the timeline for compliance activities by two months compared to previous efforts, thereby enhancing the organization's compliance posture and operational efficiency. Security Implementation. I directed the comprehensive development of a security framework aligned with CIS and NIST guidelines, encompassing policies, practices, and tools. A key focus was on mentoring staff in robust security practices, significantly bolstering organizational resilience and aligning with both internal standards and compliance requirements. DevOps. I led the transformation of the production support team into a DevOps-centric operation, leveraging the Scrum framework to foster a culture of collaborative problem-solving. This shift not only improved operational efficiency but also encouraged innovative thinking and automation, leading to faster, more reliable delivery cycles.