Organizational Alignment Project Management Client Retention Strategic Planning Vendor Management Business Development Contract Negotiations SDLC Mentoring & Training ERP Integrations Outsourcing RFPs Agile Development Methodologies Software Certification Curriculum Design SaaS / Cloud Environments Continuous Process Improvement End User Support Services Payroll, HRIS, Time & Attendance Implementation Management Product Development Leadership Leadership Results Slashed first-year expenses $1.4M with offshore and consolidation strategies that tapped implementation and development resources in Argentina and India. Leader for strategic development of flagship Cloud / SaaS product saving $450K and 7 FTEs. Established a focused implementation team for primary products, increasing MRR 60% over 4 years, and contribution margins by 44%.
TimeCentre, IncDirector of Client Services01/2010 to Current
TimeCentre is a leading provider of integrated software services.
Provide leadership, direction and management for end-to-end Professional Services Operations.
Participate and lead the development, implementation, and improvement of products, business processes / requirements / solutions that align with TimeCentre's strategic and operating priorities.
Define and produce metrics and KPIs that lead to continuous improvement in area's of service and staff efficiency.
Delivered superior customer service excellence with an unsurpassed quality through staff development and mentoring.
Led international service delivery and development teams in the United States, India, and Argentina.
Created and implemented a value-based pricing model which increased custom enhancement services profitability over 50% in one year with a services profit margin approaching 60%.
Drove process improvements to increase customer satisfaction ratings over 25 basis points to an all-time high of 4.56 on a 5-point scale.
Developed and implemented all course curriculums for staff and client certification programs, and implemented remote training programs, reducing training cost by 60% annually.
APS is mid-market payroll service bureau, offering payroll, HRIS, and time & attendance SaaS solutions.
Directed all implementation, support, and training functions pertaining to the workforce management product suite.
Maintained the highest levels of service and quality standards, managed and mentored support teams, leading staff to management roles over four years.
Coordinated and built vendor relationships; restoring and further developing client relationships, resulting in 100% client retention and service satisfaction.
Restructured client support and implementation teams putting new team leads in place to address leadership issues, which resulted in team morale and customer satisfaction improvements, reducing support costs 38% annually.
Delivered consistent, and respected team leadership.
Managed new business development processes for sales teams, and negotiated contracts with all vendors, while developing a VAR program that increased sales by 86% over 4 years.
Participated on core management team to develop and maintain business continuity plans.
TimeCentre, IncClient Services Manager01/2000 to 01/2006
Served as project implementation manager for large scale clients, and managed and developed technical support and services staff.
Designed curriculum and training programs for SaaS / Enterprise SQL-based / ASP / .NET software solution, resulting in reduced project costs year over year.
Accountable for increasing customer satisfaction, improving availability, and providing 24/7/365 operations across 3 US Data Centers.
Managed implementation projects for all large-scale clients, improving processes, reducing delivery time by 30% and costs by 45%.
Developed personalized training programs and curriculum, leading to increased sales by 60%.
Directed product implementations on time, in scope, and under budget consistently over 6 years.
Developed and implemented client certification programs, reducing training cost by 40% annually.
Introduced client needs analysis processes saving the company 42% of project management costs.
Developed and implemented premium support pricing plans to expand support services offerings and increase revenue.
Implemented Service Level Agreements, which better set expectations for both employees and customers, resulting in increased satisfaction.
Reduced training and ramp-up time of new staff to 5 weeks from over 10 weeks by implementing a more formal training process and creating more aggressive schedules and protocols.
Master of Business Administration1 2013Webster UniversityGPA: GPA: 3.88GPA: 3.88
Bachelor of Science:Management1 2010Indiana Wesleyan UniversityManagement
Network Systems Management Certificate1 1999North Seattle Community College
ASP / .NET, APS, budget, business processes, Network Systems, continuous improvement, contracts, client, clients, customer satisfaction, customer service, client support, delivery, direction, HRIS, leadership, team leadership, market, mentoring, needs analysis, Enterprise, new business development, payroll, pricing, processes, profit, project management, protocols, quality, sales, Service Level Agreements, SQL, staff development, strategic, technical support, training programs