Margaret J Kappel
240-344-9529
margiekappel@gmail.com
Global Business Operations Leader
Highly accomplished, results-driven senior executive with progressive experience in operations, analytics and client relationship management from start-ups to large, multinational organizations. Easily flexes between operating at the strategic and execution levels. Demonstrated ability to structure and streamline business operations to drive profitable growth. Deep understanding of Business Analytics and its application to inform strategic planning and the identification of best practices that deliver desired results. Business Process Optimization expert specializing in outsourcing and right-shoring . Proven track record for developing associates and building cross-functional multicultural teams to achieve business objectives. Customer focused with a strong work ethic and unwavering commitment to professionalism.
Core Qualifications
c Strategic Planning & Analysis
c Business Analytics
c Global Operational Efficiency
c Client Relationship Management
c Business Process Optimization
c People Management
c Change Management
c Call Center Management
c Digital Content Creation
PROFESSIONAL EXPERIENCE
GARTNER (NYSE: IT), Stamford, CT 2007-2017
$11.7 market capitalization, Gartner, Inc. - world's leading information technology, marketing and supply chain research and advisory company.
Group and Managing Vice-Presidents, Global Business Operations, Executive Programs
As part of the senior leadership team for Gartner's $500m Executive Programs Business Unit, which provides products and services to CIOs and equivalents, established and executed on the global strategy and associated programs to drive improved client retention and consistent 15%+ annual revenue growth. Led Global Business Operations covering a variety of functional disciplines including client relationship management, business analytics, service delivery, process enablement and CIO events. During my tenure, the business grew from $170m in 2007 to $500m in 2016.
c Ran annual Strategic Planning projects associated with improving client retention. Using analytics, discovered retention risk factors and developed programs to mitigate risk including an ideal client engagement model. Retention increased from 76% to 80% resulting in $20m increase in revenue.
c Led global Client Relationship Management team, a client retention focused organization of 120 associates located across the globe. Drove adoption of client retention programs resulting in 4% increase in retention and built process enablement tools that increased associate client support utilization from 85% to 90%, reducing servicing costs by $500k+
c Accelerated analytics capacity and capabilities by setting up an analytics team in India, doubling the capacity of the team for 20% of the cost to do the same in the US.
c Drove process enablement projects including building and evolution of a CRM system and creation of actionable analytics Dashboards that supported service delivery associates in driving the type of client engagement that drives higher client retention
c Headed up the Service Delivery Excellence team which identified and trained associates on the best client servicing practices associated with driving high client retention
c Led the CIO client Events team that developed and delivered CIO focused events including Gartners annual Symposia series. Through innovation, delivered events that drove record breaking attendance year over year with client satisfaction ratings consistently at 4.5+ on a 1-5 point scale.
GEORGESON SHAREHOLDER ANALYTICS (GSA), Rockville, MD 2004 2006
GSA was a division of Computershare Ltd. (ASX:CPU) a $7.5B market cap global leader in share registry, transfer agency and investor related services. GSA was a global leader in share ownership intelligence and analytical services to the corporate and institutional equities markets. GSA was sold to Thomson Financial (now Thomson Reuters) in July 2006.
Managing Director Global Content and Production
Global responsibility for GSAs value-added content including strategy and execution:
" Developed and executed on a content strategy for creating high quality share ownership, related buy-side & sell-side contacts information and organizational profile content while minimizing costs.
" Spearheaded an internal cost reduction project which reduced spend by 20% in 1 year. This was largely achieved by successfully executing BPO projects that moved processes to Manila.
" Built content into a formidable enough competitor to Thomson, resulting in its acquisition of GSA
BEYOND DATA LLC, Frederick, MD 2003 2004
Co-Founder & Executive Vice President Content Strategy and Research Operations
One of three founders of a pre-seed venture established to build a product, Connect, which identified and illustrated relationship networks of notable people. Connect, a who knows whom relationship intelligence product, was designed to strengthen business development activities and major donor fundraising for the investment banking, not-for-profit and asset management sectors.
Thomson Financial (now Thomson Reuters (NYSE: TRI), Rockville, MD 1985 - 2003
$30B market capitalization - world leader in providing intelligent information for businesses and professionals
Senior Vice President- Global Research Operations 2000 - 2003
Global responsibility for Thomsons value-added content including collection, analysis, and quality control.
" Directed four regional vice presidents, who managed content operations in the US, Europe, India and Asia. Accountable for 1,500 people spread globally amongst 10 major production locations with an annual budget of $50 million.
" Saved $40m by developing and executing a BPO strategy that transferred operations (50+ projects) from the US/Europe to Asia/India, while improving content quality and global coverage.
" Created a distributed global production strategy that leveraged lower cost Philippines and India operations and enabled a follow the sun , around the clock workflow.
" Integrated Primark and Thomson content organizations, reducing the number of data collection centers and eliminating duplicative content production activities.
" Established KPIs and associated bonus plans.
" Served on the Board of Directors of Thomsons India based subsidiary.
Tenure at Thomas Financial reflects a series of acquisitions including Bechtel SEC Express, Disclosure, and Primark, during which time I held positons of increasing responsibility culminating in the Senior Vice President position.
Education
MS, Business Management, Johns Hopkins University, Baltimore MD
BSBA, Finance & International Business, American University, Washington DC |
