Executive Practice Leader and Comms Senior Leadership Team member responsible for driving.
account, practice, industry and business operations results.
Responsible for practice management,.
business development, solution development, resource management and operations.
2014 Present North America Leader for Business Intelligence (BI) and Advanced Analytics Managed 150+ person practice focused on big data, predictive analytics and BI programs and driving utilization, career advancement, and recruiting.
Responsible for delivery of most complex engagements including executive negotiations on troubled projects.
2010 2013 Business Analytics & Optimization Leader for Communications Sector Increased practice signings from $7M to $56M in 3 years.
Increased industry sales opportunities by more than 300%.
Led sales and delivery of a multi-national deployment of an enterprise-wide, business intelligence, data warehouse implementation.
Personally contributed more than $30M of signings and delivery including developing two new accounts.
2007 2010 T-Mobile Account Executive Responsible for sales and delivery of all consulting and application management services at T-Mobile USA.
Grew revenues by more than 250% and greater than $50M over a 3-year period.
2008 2010 Comms Sector Delivery Excellence Leader Led the Communications Sector Delivery Excellence practice responsible for oversight of more than 250 engagements and $1B of revenue.
Defined a Delivery Excellence framework to measure and improve the quality of execution and success of client engagements from the sales stage through the delivery phase.
Reduced unprofitable and troubled engagements by 75% while increasing profitability more than 100%.
2002 2007 Comms CRM Partner Defined, implemented and managed the sales strategy for the Comms Contact Center Optimization practice, including defining and measuring sales metrics, setting sales targets, defining services and solutions, target clients and channel and go to market strategies.
Increased quality of opportunities and sales pipeline by more than 180% and increased sales of core consulting engagements by 145% through renewed focus on core competencies and successes, improved packaging of solutions and selective engagement with ISV's.
2005 2006 NiSource CRM client executive for the sale and delivery of a $1.6B business transformation outsourcing program for the client's contact centers consisting of 500+ agents.
Led the transformation efforts including contract and scope definition, pricing, staffing, cost/benefit analysis, and negotiation.
Project included defining customer experience and self-service channel strategy, process and operations improvement, benefits realization.
Results included: $30M+ in annual cost savings, including +20% AHT reduction, ~23% reduction of call volumes, ~17% improvement in first call resolution and increased customer satisfaction 2002 2004 Verizon Led the definition, sale and execution of a sales and service channel transformation program responsible for delivering more than $200M in savings in contact center operation costs.
Managed relationship with Finance VP and Contact Center VP.
Leveraged project into practice area solutions to be sold to other accounts and industries.
Client results included: $100M+ in cost savings through the implementation of self-service (web and IVR) and contact center process and organization improvements, Improved close rates, cross-sell/up-sell rates.
PricewaterhouseCoopers - Partner in Communications Practice.
Admitted to Partner in less than eight (8) years at age 32.
Developed and executed sales strategy including identification of target clients, key service offerings, and business plans to penetrate target markets and increasing revenues from $2M per annum to greater than $20M.
Led recruiting efforts to grow practice from 10 to 50+ staff.
Established a sales track record of $15M-$25M of annual services revenue.
Developed and cultivated multiple new clients including Sprint Communications, Qwest, and MCI.
Sprint eSolutions- Led the implementation of a $40M OSS/BSS for their IP / Internet services group.
Streamlined ordering and provisioning processes and deployed a solution consisting of state of the art off the shelf packages and legacy applications to provide real-time flow-through order provisioning platform.
Developed personal relationship with the Senior Vice President (SVP) and project sponsor.
Sale was attributed to my contribution during orals presentation overcoming concern regarding PwC's ability to execute.
Sprint - Led the sale and implementation of a $15M CRM Strategy, Process Improvement and Systems engagement.
Coordinated with the VP of Finance project sponsor to provide business case, budget planning, benefits and executive updates.
Managed a team of 80 staff during the implementation of a CRM system for Sprint.
Developed relationships with the Finance VP and the President of Customer Management at Sprint/Nextel.
Benefits included: improved campaign response rates between 66% and 300% increased average margin per customer by 20% reduced cost per response by as much as 70% improved customer loyalty and reduced churn by more than 15 percentage points, and improved campaign disposition measurement and tracking.
Rhythms Netconnections Managed relationships with the CFO and President and led 160 staff in the implementation of an Operational Support System (OSS) in four months.
Solution supported Sales, Operations, Provisioning, Billing, Customer Care, and Network organizations to provide quicker time to revenue.
Benefits included a 300% increase in order capacity, automated order flow through and a +90% reduction in backlogged and lost orders.
Worldcom International Led the sale and delivery of multiple projects including: the implementation of a package billing system, the development of a New Product Introduction process, the development of a financial data warehouse, the deployment of the billing system for European operations, and the selection and design of their network mediation platform.
Developed personal relationships with two CIO's, the CFO, and the VP of Sales and VP of Billing.
MCI/Worldcom Led the sale and delivery of a complex conversion of four multi-platform legacy billing systems to the Arbor/BP enterprise client/server billing platform.
Developed project plan and led 15 person project team to deliver data object conversion analysis, system interface renovation and retirement analysis, and integrated test plan.
BT/Concert Led an information systems strategy assessment and developed a strategic information systems plan to address applications, architecture, and organization deficiencies.
Defined the organization's goals, critical success factors and performance measures and developed a strategy to support them through changes to applications, strategic architecture and organization alignment.
Developed relationships with the CIO and VP of Information Systems.
Pacific Bell Led the systems development and implementation of a profitability and performance reporting system based on activity based costing principles.
Improved the visibility of the organization into the performance and led to a change in the incentive programs to drive profit.
Bell Canada Key contributor to the development of a costing and business strategy for an activity based costing (ABC) business unit profitability and cash value added (CVA) reporting system.
Project included the development of an ABC cost hierarchy, activities and cost drivers, and a costing model to assign all costs, including the fixed network costs, to the various business units.
Manager in the IMS division responsible for Billing and Customer Care systems.
Initiated and managed a 30-person cross-functional task force for the development of a tariff services billing system dedicated to collecting, rating and billing more than $1.2 billion in services.
Led the reengineering of the service delivery processes including sales, billing, order management, and provisioning.
Results included: Reduced revenue leakage from a projected $150 million annually to less than $100k Identified and eliminated more than four cost pools responsible for $8M of annual expense Implemented quality programs to increase the reliability of billed data by 70% Architected systems and programs to reduce production cycle times by 90%.
B.S: Computer EngineeringUniversity of Illinois － ChampaignComputer Engineering
Experienced executive with proven capabilities in practice development, business development, project delivery, and business operations. Twenty-five (25) years of experience working with Fortune 100 & mid- market companies. Proven capabilities selling and delivering large, complex, strategy, process improvement, and integrated systems projects. Track record of successfully recruiting, mentoring and developing capabilities of high-performing team members.
a +, ABC, activity based costing, activity based costing, art, Benefits, big data, Billing, billing system, billing systems, BSS, budget planning, business case, business development, BI, Business Intelligence, business operations, business plans, business strategy, client/server, consulting, conversion, costing, CRM, Client, clients, customer satisfaction, Customer Care, data warehouse, Delivery, drivers, driving, Finance, financial, focus, functional, IMS, Information Systems, IVR, Internet services, IP, Leadership, Management Consulting, market strategies, mediation, negotiation, negotiations, enterprise, Network, Optimization, order management, OSS, packaging, pricing, processes, Process Improvement, profit, quality, real-time, recruiting, reengineering, renovation, reporting, Sales, staffing, Strategy, strategic, systems development