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Network Power<100 people
Roles
🔥100%
Startup Founder
👍100%
Sales & BizDev
🧨100%
Consulting
Geos
🇪🇸100%
Spain
Work Background
International Integrators, LLC, Private US CompanyCustomer Service Manager
Jun. 2022 - Jul. 2023Oversaw day-to-day customer service operations, including email, text messages, and chat support. Analyzed customer feedback and implement improvements to enhance the overall customer experience. Collaborated with cross-functional teams to resolve escalated customer issues efficiently. Handled complex or sensitive customer inquiries and complaints effectively.
Key Achievements:
• Implemented a chat support escalation protocol leading to faster resolution of complex issues.
• Achieved a 20% improvement in first-call resolution rate through targeted training programs for customer service representatives.
• Developed and conducted comprehensive customer service training workshops enhancing team efficiency and morale.
• Introduced a rewards program for top-performing customer service representatives, boosting employee engagement and retention.
• Spearheaded cross-departmental collaboration initiatives to address recurring customer issues, resulting in enhanced service delivery.
International Integrators, LLC, Private US CompanyAdvisory Board Member
Aug. 2020 - Jan. 2024Provided oversight and strategic guidance for all IT operations. Executed IT initiatives in alignment with organizational goals. Offered support and mentorship to the IT team. Provided leadership in decision-making processes related to IT. Prepared and reviewed contracts pertaining to IT services. Managed and allocated the IT budget effectively.
• Key Achievements:
• Implemented a new IT infrastructure resulting in a 20% increase in system efficiency.
• Spearheaded the adoption of cutting-edge technologies, enhancing the organization's competitive edge.
• Revamped IT policies and procedures, streamlining workflow and improving operational efficiency.
• Provided leadership during critical IT incidents, ensuring minimal downtime and swift resolution.
David GunzenhauserPartner/Consultant
Aug. 2018 - Feb. 2020Spain · HybridManaged day-to-day operations, including finance, ordering, and administration. Oversaw the production of all baked products sold daily in the bakery. Key Achievements:
• Increased monthly revenue by 25% through strategic pricing adjustments and targeted marketing campaigns.
• Revamped menu offerings to cater to changing customer preferences, resulting in increased sales and customer satisfaction.
• Implemented new accounting software, improving accuracy and efficiency in financial reporting.
• Developed and implemented employee-scheduling procedures to optimize staffing levels and minimize overtime costs.
Tablespoon BakeryOwner
Jan. 2018 - Dec. 2020Inca, Mallorca, EspanaBaker
NovartisGlobal Operations Program Manager - M&A Asset Transfer Team Lead
Sep. 2014 - Jul. 2016Basel Area, SwitzerlandServed as the primary contact and lead all divestiture efforts through Mergers & Acquisitions for EWS within Novartis. Facilitated and managed the working relationship between Novartis and acquiring or divesting entities, coordinating all transactions. Ensured cross-divisional and cross-functional accountability in all operational endeavors.
Key Achievements:
• Pioneered innovative approaches to streamline divestiture processes, optimizing efficiency and reducing redundancies.
• Managed a $4M team and $34M Asset Management budgets, as well as coordinate with an ad-hoc team of up to 11 individuals. Additionally, contribute to a core team of 6 responsible for overseeing an estimated $150M budget.
• Achieved a 15% improvement in cross-functional collaboration by implementing regular communication channels, enhancing project efficiency and delivery.
• Fostered a collaborative culture across divisions, facilitating knowledge sharing and synergy among teams.
• Successfully navigated complex M&A negotiations, ensuring seamless transitions and minimal disruption to operations.
• Established robust communication channels between Novartis and external entities, fostering trust and facilitating smooth transactions.
NovartisGlobal Operations Program Manager
Jul. 2013 - Jun. 2014Basel Area, SwitzerlandManaged and delivered larger-scale EWS Platform Service Programs across all Novartis Divisions, Global Line, and Business Functions. Supported EWS Hosting & Platform Service Managers within the escalation chain for direct project-related concerns. Operated as the Operations Manager of Activity Priority Board (EWS Program Office) ensuring effective management of EWS priorities, inter-dependencies, material Initiatives, and resources. Oversaw the delivery of large Hosting & Platform projects/programs.
Key Achievements:
• Reduced project delivery time by 20% through strategic resource capacity planning and continuous value-added improvements.
• Optimized stakeholder management processes, fostering stronger collaboration and buy-in across diverse project teams.
• Facilitated cross-functional collaboration between EWS, Group Shared Service organization, and Business IT core teams, driving synergies and maximizing project outcomes.
NovartisGlobal Hosting/Platform Portfolio Service Manager
Nov. 2012 - Jun. 2013Basel Area, SwitzerlandServed as the Global Portfolio Manager for EWS Intranet/Internet Hosting & Platform Services across all Novartis Divisions, Global Line and Business functions. Oversaw the delivery of large Hosting & Platform projects including platform upgrades, system or platform migrations, and new system/service implementations. Ensured the EWS project engagement lifecycle and processes are followed, including the ensuring project plans are in place and executing project tollgates.
Key Achievements:
• Orchestrated the seamless migration of multiple systems to upgraded platforms, ensuring minimal disruption to business operations.
• Enhanced operational excellence by implementing change management best practices, resulting in a 40% reduction in system downtime due to unexpected changes.
• Enhanced internal communication channels, fostering better collaboration and knowledge sharing among EWS staff members.
• Facilitated cross-functional collaboration, enabling efficient information sharing and alignment of dependencies across all Hosting & Platform service areas.
NovartisGlobal Application Support Manager- Europe/Middle East/Africa
Nov. 2011 - Oct. 2012Basel Area, SwitzerlandOversaw all application support related activities for EWS, supporting Europe, Middle East, and Asia. Managed and coordinated the application support operations team in Basel. Fostered partnerships with GIS and other Novartis organizations to enhance global EWS customer service.
Key Achievements:
• Revamped application support strategies, resulting in enhanced operational efficiency.
• Cultivated strong collaborations with cross-functional teams to address customer needs promptly.
• Implemented best practices in incident management, ensuring swift resolution and minimal downtime.
NovartisBusiness Service Manager
Sep. 2009 - Sep. 2011Managed Oncology and Marketing customer-driven projects within EWS. Provided oversight of projects, ensuring adherence to timelines and budgets. Coordinated with various internal and external groups for seamless project execution.
Key Achievements:
• Instituted regular project status meetings, facilitating better communication and alignment across teams.
• Successfully reduced project turnaround time by 20% through streamlining communication channels and implementing efficient project management tools.
• Revamped project management processes, enhancing collaboration and boosting team morale.
• Implemented best practices for risk management, resulting in a reduction in project escalations and delays.
NovartisIT Technical Project Manager
Jan. 2007 - Aug. 2009Oversaw day-to-day operations to ensure optimal functionality of all Brand websites. Led the planning, execution, and delivery of IT projects within scope, budget, and timeline constraints. Collaborated with cross-functional teams to define project objectives, scope, and deliverables. Conducted risk assessments and implementing mitigation strategies to minimize project risks.
Key Achievements:
• Successfully reduced website downtime by 30% through proactive maintenance and optimization strategies.
• Implemented a comprehensive website monitoring system to enhance performance and detect issues proactively.
• Established a robust change management process to minimize disruptions during website updates and enhancements.
NovartisIT Project Manager
Jan. 2003 - Jan. 2007Collaborated with cross-functional teams in Sales Operations, Finance, and Marketing to ensure alignment of project goals with business objectives. Provided leadership and guidance to Finance and Marketing teams in executing day-to-day projects. Facilitated communication and coordination between departments to optimize project workflows.
Key Achievements:
• Championed the adoption of agile practices within Sales Operations, improving project adaptability and responsiveness.
• Innovated a streamlined communication framework, reducing project delays and improving stakeholder engagement.
Warner LambertIT Project Leader
Jan. 1997 - Dec. 2000
United States Golf AssociationSr. Web Engineer
Jan. 1997 - Dec. 1997
Nardoni Associates IncDeveloper
Jan. 1993 - Dec. 1997
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