Accomplished professional with a diverse background in operations management, busi- ness consulting, and project management. Experience includes direct management of teams, vendors, and project life cycles from concept through implementation. Manage- ment of master contracts, statement of work, and service level agreements for both corpo- rate and legal environments. AREAS OF TALENT: P&L responsibility | Revenue and profitability for site performance Cost analysis | Budgeting | Financial management Contract management | Client relationship development Project management | Competitive analysis | Technology implementations Research and analysis | Business development | Client presentations Human resources | Training and development | Performance management
Area Operations Manager March 2013 to CurrentIST Management Services, Inc - Washington, DC
National organization, privately held, 1,600 employees, business services Overall ownership of multiple client contracts in the MD, DC, and Northern VA area Develops & maintains relationships with key C-level executives Responsible for service level effectiveness of on-site operations & off-site vendors Manage existing & grow new revenue streams for account portfolio & control expenses for company/clients Delivers monthly performance reporting | quarterly operations reviews Develops strategy and implementation of company | customer objectives Recruitment | hiring | & placement of on-site talent to include compensation Training | development | rewards programs | & performance management New business development | local & national program expansions.
Account Manager III June 2006 to March 2013Williams Lea, Inc - Washington, DC
Global subsidiary, privately held, 10,000 employees, business services Developed and mentored exempt level managers on administrative, operational, and employee engagement responsibilities Appointed by regional VP to stabilize 7 underperforming business units with 55 direct reports Identified 600k in annual cost savings via print migration assessment and presented findings to the client Project manager for equipment installs, asset life cycle management, and asset turnover Senior sponsor for new site start-ups, including interviewing, hiring, and training all personnel to ensure operational readiness Regional trainer, auditor, and program facilitator for organizational development initia- tives Managed financial targets, analyzed key performance indicators, and created best prac- tices to improve SLA performance Maintained high client satisfaction levels resulting in early | non RFP contract renewals Prepared and presented quarterly business reports to key executive stakeholders.
Customer Operations Manager March 1996 to June 2006Pitney Bowes Management Services - Sparks, MD
Global subsidiary, publicly held, 3,000 employees, business services Site manager accountable for the financial/operational performance of several fortune 500 companies Supervised 25 direct reports responsible for centralized mail, reprographics, conve- nience fleet, letter fulfillment, and office services supporting over 1.2k end users Responsible for replenishment, utilization, and reporting on client's 900k postage / 700k overnight courier shipping accounts, annually Renegotiated overnight service contracts with preferred courier resulting in yearly sav- ings of over 100k Reduced client's postage budget by 15% annually via the introduction of Presort mail services (commingled) Redesigned client's internal mail delivery system improving accuracy, sort and delivery times; and increasing accountability Negotiated new service and equipment contracts, to include maintenance and supplies Awarded multiple contract renewals resulting from high client satisfaction levels, and maintained executive level relationships Developed multiple master agreements for equipment and services within existing cus- tomer facilities, and new site startups Prepared monthly client activity reports to include; cost savings, process improvements, performance trends, and operational recommendations Selected by senior management to audit multiple large Fortune 500 and pharmaceutical accounts within the Southeast region.
August 1987 to February 1995United States Navy
Military, Top Secret Clearance, Highest Rank - E-5) Completed recruit basic training as senior recruit petty officer Top secret clearance Served in operation desert storm | desert shield Received multiple letters of recognition from senior commissioned officers Honorably discharged after completing service 7.7 years of service Distinguished good conduct medal recipient.
MS : Business Human Resource Management, August 2011University of Maryland University College - Adelphi, MDBusiness Human Resource Management
BS : Business Management, December 2004University of Phoenix - Maryland Campus - Timonium, MDBusiness Management
Pitney Bowes, Inc.
Six Sigma: Yellow Belt Certification : June 1999
Toastmasters International "certified competent communicator." June 2008
- Society for Human Resource Management (SHRM)