team lead director resume example with 20+ years of experience
Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Professional Summary
Transformative team leader looking to apply a wealth of experience managing innovation, growth, cost savings and sustainable organizational change including organizational design. Eager to leverage my consultative background to work across business, finance and technical organizations to drive tangible and sustainable value. Roles of interest would include strategy formulation, business readiness, continuous improvement, change management, financial benefits, and systems implementation efforts.
Skills
Certified Agile SAFeĀ® 4 Agilist
Certificate, Lean Six Sigma
Certified Siebel 7.5 Technical Consultant
Education
University of Texas at AustinAustin, TXExpected in ā āMaster of Business Administration: - GPA:
University of FloridaGainesville, FLExpected in ā āB.S:Industrial & Systems Engineering - GPA:
Website, Portfolio, Profiles
https://www.linkedin.com/in/mClaire/
Work History
PriceWaterhouseCoopers - Team Lead ā Director City, STATE, 07/2007 - Current
As a team leader I am responsible for the execution of client project engagements ranging from post M&A integration, to process improvement as well as cost reduction, while leading the generation of new relationships and associated pursuits for new business.
Salient roles are:.
Designed and executed a business readiness program for the customerās client-facing āfront officeā function in advance of the divestiture of a state and local Business Process Services (BPS) business unit.
Established a global Operating and OD&S model to stand-up three global IT P&L practices at a Top 10 services provider for higher market velocity while identifying $76M of optimization cost savings.
Led the design and deployment of IP methodology modernization projects while deploying a digital executive dashboard to manage 75+ concurrent projects to help better manage and allocate strategic investment.
Developed framework and evaluated an entire IT Services product portfolio for market competitiveness targeted at developing transforming product offerings to be more competitive with a shorter time-to-market.
Led the execution a business readiness and integration strategy for a Fortune 10 company and identified operational differences and CX impacts across four interaction/distribution channels from a $48B acquisition.
Headed the analysis of a Top 10 Telcoās Asset Registry and helped identify $600M of opportunities for accelerated retirement of QTE and Fiber assets stemming from changes to Tax code rules.
Designed a Fortune 50 clientās new operating model focused on sustained product innovation, value monetization and delivery of high-quality services across the mobile value chain.
Managed the design and deployment of a unified time reporting tool for a Top 10 Telco that resulted in increased transparency around cost-to-serve and the profitability of enterprise deals.
Directed the design of a global, multi-brand, sales and service call center toolset for a Top 3 online travel platform that resulted in $10m+ of efficiency gains via (20+ bps) sales conversion increase on its first year while also reducing leakage and stronger revenue assurance controls as the Business lead.
Ran an in-depth analysis to identify value-based cost reduction opportunities for a Top 10 Telco IT organization through an activity-based analysis resulting $30M+ savings opportunities.
Oversaw the development and deployment of Time Entry and Resource Management compliance reporting capabilities using Business Objects, inclusive of metrics and KPI definition.
Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
NTT America / Verio Inc - Functional and Technical Developer City, STATE, 06/2005 - 05/2007
Performed Siebel administration tasks required for ongoing projects, executing these in tandem with monthly
releases; this voluntary effort resulted in a 20% reduction in deployment cycle time.
Developed and implemented administration and configuration responsibilities for a CRM system for the supporting
the sales, campaign management and service ticketing capabilities.
Supported business analysts in the prioritization of requirements to maximize the use of resources; thus,
improving the utilization of both personnel and CRM capabilities in place.
Designed, deployed and managed marketing campaigns for sales teams and provided appropriate lead-
management functionality to speed routing, monitoring and processing of sales leads
Successful Bilingual Professional with Extensive Strategy & Operations.
IBM Consulting Services - Customer Relationship Management Consultant City, STATE, 10/2003 - 05/2005
Reviewed customer's client support strategies and benchmarked against industry best practices; therefore,
improving customer service levels across multiple client engagement channels.
Analyzed client's process capabilities for providing assistance across channels; developed maturity model to help
determine how the client's self-service adoption and abandonment tactics affected customer interactions.
Developed recommendations to reflect client's key opportunities for: operational efficiency, cost reduction, and
providing excellent customer support.
Performed Siebel code and workflow changes while interfacing and negotiating with users during joint application
design and demo sessions to establish requirements; thus ensuring scope and project requirements were met.
Communicated feedback with business analysts about progress of ongoing Siebel efforts; coordinated support
during releases and compiled and transformed user requirements into technical modifications.
Researched, assembled information, and organized healthcare materials focused on transaction cost reduction,
self-service channel adoption strategies, healthcare market innovation, and outsourcing tactics.
Accenture - Functional Process and Test Consultant City, STATE, 02/2000 - 09/2003
Led planning, creation and execution of Mercury Interactive testing scripts to ensure performance standards in the
production system following each release; therefore, generating significant performance improvements across the
CRM application.
Produced semi-automated scripts using Mercury Interactive tools to test changes in monthly Siebel releases for
BellSouth's Sales Automation Workforce; thus, ensured conformity with released deployment notes.
Developed performance testing process in accord with changing business needs, expectations, and service level
agreements, as identified in collaboration between user and customer groups.
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