Independent Consultant Resume Example GLG Consulting

INDEPENDENT CONSULTANT

Executive Profile

Over 10 years as an accomplished management professional with a successful track record as an individual contributor to executive leader in areas of IT/Hosted Operations, Business Systems, Professional Services, and Customer Services. Faces challenges as an opportunity for progressive and scalable improvements throughout the organization. Pragmatic individual with a focus on listening and fully understanding problem statements, then executing on solution plans with organizational buy in. Data driven leader with a strong focus on P & L management, as well as successful cross company implementations. A servant leader with a passion to grow teams and individuals to their utmost capabilities through guidance and the fullest support possible.

Core Accomplishments

Nearly 10 years of managing services organizations at the leading SaaS provider for government.
Leading the largest organization in the company accounting for nearly 50 employees.
Built a 24/7 customer service and technical support organization from the ground up. Sustained an average of 97% ticket satisfaction and 98% customer retention.
Redeveloped the Professional Services organization to improve from 17% revenue growth to 25% year over year. Improved project satisfaction from 70% to 90%.
Migrated hosted operations from colo datacenter model to managed hosting model. Quadrupled workforce while sustaining headcount cost to improve uptime to 99.99%.
Led efforts in integrating key business systems including SalesForce, NetSuite, Jira, MindTouch knowledge base, as well as 8x8 IVR/VCC system to improve cross departmental organization.
Defined processes for Sales Operations to focus efforts on closing and preparing implementations earlier in the sales cycle. Improved professional service time to deliver by 25%.

Skill Highlights

Process development & management
24/7 technical support and customer service
NPS service measurement and bench marking
SaaS infrastructure design & implementation

Revenue, hosted infrastructure, and P&L budget forecasting and planning
Business systems development and integrations
Sales operations development

Software and Technical Experience

Professional Experience

Independent Consultant 06/2015 to Current GLG Consulting San Francisco, CA

GLG Consulting is the world's largest membership network for one-on-one professional learning, comprising more than 425,000 thought leaders and practitioners, including business leaders, scientists, academics, former public sector leaders and the foremost subject matter specialists.

Providing consulting expertise centered around past management, technology, and industry experience.
Assisting customers such as venture capitalist, and private equities to evaluate markets such as the government space for future investments.
Educating start ups in technology in areas of services and customer advocacy.
Helping company's build proper processes and systems to ensure proper growth and customer retention.
Mentor new leadership in the technology space and provide knowledge needed to build businesses to the highest caliber.

VP, Operations 11/2011 to 06/2015 Granicus Inc. (Acquired by K1 Capital Investment) San Francisco, CA

Granicus, Inc. is the leading software as a service provider managing the largest legislative content network for government agencies ranging from local municipalities to federal government agencies.

Leading entire services organization covering all customer focused departments including corporate and hosted IT.
Annual P&L forecast and budget creation for professional services, customer services, and IT.
KPI creations for all departments focusing on business and strategic goals.
Business systems planning and development for entire organization including marketing, sales and product development.
Providing regular board meeting presentations detailing health of services organization and revenue growth.
Onsite customer engagements to assess "customer breadth" and act as an executive sponsor for enterprise implementations.
Mentorship for all management and leadership within the services organization.

Director of Customer Services 12/2010 to 10/2011 Granicus, Inc. San Francisco, CA

Leading strategic planning, development, staffing, management, and retention performance for the customer service organization.
Training, directing and motivating a team of 2 managers and 15 technical support engineers overseeing and supporting 1000 government clients with over 2500 contacts in a 24/7 support model.
Implemented a tiered support structure geared at organizing and implementing premium support at the higher tier, while providing an escalation path for the lower tier.
Automated CRM, bug tracking system, ticketing system and knowledge base system to allow customers direct access to portal information for ticket visibility and efficiency.
Led the migration effort for Hosted Operations to a managed infrastructure as well as built a regionalized disaster recovery datacenter.
Implemented call center system with an integrated IVR, and VCC allowing for intelligent call based phone routing.
Created customer data focusing on metrics such average handle time, speed of answer, and first call resolution.
Integrated knowledge base system with Salesforce CRM to improve customer self service usage.
Increased knowledge base viewership by 45% the first year of implementation.
Developed "Eyes on our clients" (case monitoring) system for faster reaction time reducing escalations by 30%.

Customer Service Manager 07/2008 to 12/2010 Granicus, Inc. San Francisco, CA

Managing the day to day operations of our customer service and technical support organization.
Grew the customer service team from a team of 2 to 15 engineers while implementing a follow the sun support model.
Implemented processes for on call support to ensure 24/7 support sustainability.
Led technical efforts and training for large implementation projects such of the US House of Representatives and the US Senate.
Defined standard dashboards and metrics for customer response and satisfaction.
Rolled out NPS for customer surveys in order to standardize further benchmarks for our organization.
Improved customer satisfaction from 90 to 97%.

Technical Support Team Lead 04/2007 to 07/2008 Granicus, Inc. San Francisco, CA

Leading technical team with a focus on ticket management and distributing team workload.
Point of escalation for all critical and most technical issues reported by customers.
Conduct regular trainings centered around product offering and technologies needed to deliver company solutions.
Act as a liaison to Professional Services team and provide consulting for larger enterprises and more technical customer projects.
Evaluate team ticket performance and assess strategy improvements with management.

Technical Support Engineer 04/2006 to 04/2007 Granicus, Inc San Francisco, CA

Provide both customer, and technical services to government client base throughout the US, and Canada.
Resolve technical issues and provide necessary usability training to clientele.
Led team each month throughout tenure with most tickets resolved.
Led team each month with highest ticket satisfaction.
Promoted to leadership role in less than a year of position.

Development QA Engineer 01/2005 to 03/2006 Electronic Arts Redwood City, CA

Individual contributor focusing on white box development testing.
Gaming development focusing on user interface and layout programming.
Promoted within one month from black box QA to white box development testing.
Reviewed .NET code with dedicated engineer to resolve bugs within PC, and console games.
Received recognition award for fasted code fix turnaround among shortest tenured employees.
Worked on notable games such as The Godfather, Battlefield 2, and James Bond.

Education

Bachelor of Science: Computer Engineering 2004 DeVry University Fremont, CA

Certifications

AMA Certification, Executive Leadership Program, 2011

Volunteer Work

Food Shelter Assistance, St. Anthony Foundation

San Francisco, February 2016-Present

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Independent Consultant Resume Example

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