Accomplished Director offering 20 years of experience in combining cross-functional competencies in operations, sales, project management, and customer relationship management. Successful in creating and executing standard operating policies and process improvements to positively impact organizational goals. Dependable leader with skills to develop, coach and motivate staff while interfacing with executives on all levels. Customer-focused in managing accounts and maintaining strong business relationships.
Commissioned by Executive Management to join the Project Management team with my initiative and agility to tackle any business need. In this role I analyzed processes within service delivery to define a sustainable delivery and maintenance model on new and existing platforms minimizing errors and improving consistency in project tracking and reporting. Reviewed and managed support agreements to ensure proper utilization of services which established ongoing communication and a higherrenewal rate. Navigated various vendor partners and established relationships to ensure proper access, documentation, support, and contacts for quick resolution and escalation points.
Directed daily operations working cross-functionally with Sales, Project Management, and the Professional Services team heightening communication and utilization for professional services, early and on-time renewals for sales, and clear project transition. Improved the sales operations process to maximize the efficiency and quality of supported technology platforms and lines of business with improved reporting, communications, and planning. Accountable for operational day-to-day and ownership of CRM.
Instrumental team member in refining operational processes and tracking systems which enhanced reporting, improved historical data and improved repeat business. Rolled over and maintained a new CRM system, optimized reporting structure for improved executive summary and pipeline reports. Supervised product acquisition creating a tracking system; identifying outdated products in need of service which resulted in additional revenue. Gained trust with clients and vendors with active communication and follow through, resulting in improved relationships, referrals and leads. Negotiated special pricing and additional margin with vendor partners and distributors resulting in increased profit between 5 – 10%.
Assist sales personnel with outside sales. Consistently achieve 100% of annual quota, met quota 9 years strong while surpassing annual quota 2 times. Manage product licensing for large enterprise, commercial and government accounts. Identify product up sell and upgrade opportunities. Communicate with management at all levels and work in conjunction with various departments to facilitate service, product and customer licensing issues. Process new account set up: Initiate process with the accounting departments to establish new account relationships. Develop loyal customer base and increase sales volume through personal attention to customers; maintain strong relationship with customer during and after purchases to facilitate return business. Continually meet deadlines with accuracy and quality.
Managed relationship with UBS Corporate Services and Contracts Department. Instrumental in implementing MtM services, such as on-site residents, rollouts, migrations, and integration as well as product procurement. Coordinated purchasing, delivery and installation of $500k - $1 million per month. Analyzed and delivered hardware and service cost estimate for various technology projects.
Assessed performance of all hardware and solutions implemented in collaboration with on-site technical staff. Supported the team by organizing and coordinating meetings between MTM resources and PaineWebber contacts.
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