CAREER PROFILE
A Proven Executive Combining Technical and Business Expertise to Drive Growth in Revenue and Profitability
• Over 16 years of software industry experience leading Software Development, Support, and Services teams and related projects to provide solutions to the Financial Services sector.
• Global management experience building and motivating domestic and international teams of varying cultures.
• Well-versed in customer support processes and metrics driving teams to meet or exceed Service Level Agreements (SLAs) for clients.
• Proven success in organizational alignment and process re-engineering activities to drive higher staff utilization leading to increased revenue and profitability.
• Highly focused on continued business process and organizational improvement to contribute to corporate growth goals.
EMPLOYMENT
Director, Client Services and Support
Reported to the CEO & CFO/COO with P&L and management responsibilities for the Maintenance & Support organization as well as the Software Enhancement Services organization.
• Managed global staff of 60+ individuals on teams in the US, Australia, Singapore, UK, and India that provided customer support and consulting services to customers using the company's core products
• Developed corporate strategies and business plans as part of the senior management team.
• Managed $25M budget including forecasting, planning, and recommendations for operating & capital expenditures.
• Participated on core management team to develop and maintain business continuity plans.
• Managed all aspects of the software development life cycle including project management for customer projects and software releases.
• Increased maintenance profit margin in the Americas from 75% to 84% over a 3 year period through reduced call volume initiatives and organizational changes. Global maintenance margin increased from 74% to 82%.
• 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%.
• Implemented improved processes to increase developer utilization to 87% from below 75%.
• Drove training initiatives and process improvements to increase customer satisfaction ratings for product support over 25 basis points to an all-time high of 4.56 on a 5-point scale.
• Expanded global support, development, and services presence through building a new team in Bangalore, India.
• Successfully organized and served as project manager for the company’s annual customer conference in June 2009 with only 90 days notice when conference planning typically spans 6 to 9 months. While attendance was down 60% I reduced conference expenditures by over $50K to accomplish a break-even objective for the event.
• Selected, acquired, and implemented a new support case management & CRM system contributing to a 35% decrease in overall case backlog and a 15 percent increase in SLA achievement.
• Received First Runner-Up award in the category of “Best Use of Leveraging Technology for Efficiency and Automation” at the 2009 IQPC Call Center Excellence Awards.
Manager, Client Support
Managed the Client Support team responsible for providing product support.
• Restructured Client Support teams putting new team leads in place to address leadership issues which resulted in team morale and customer satisfaction improvements.
• Developed and implemented premium support pricing plans to expand support services offerings and increase revenue.
• Implemented the concept of Service Level Agreements (SLAs) which better set expectations for both employees and customers, resulting in increased satisfaction.
• Reduced support call volumes over 50% by leading a corporate knowledge database initiative and through driving product development changes to reduce customer call volumes.
• 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 training schedules.
Support Analyst, Client Support
Provided front-line support for the company’s core software product.
• Performed Account Coordination duties for some of the company’s largest customers (CIT, US Bank, CitiCapital) by managing their outstanding support issues and coordinating enhancement services activities.
• Advised and mentored an inexperienced team lead and manager using my previous management experience to help her manage people and problem situations.
Global Manager, Version Control & Distribution
Worked as part of the core management team to integrate global processes and tools following the company’s acquisition by a public UK company.
• Drove and managed projects to apply consistent processes and tools across multiple product lines to create efficiencies and improvements.
Manager, Systems Software Group
Managed a team of BASIC developers responsible for developing, maintaining, and supporting programming on the IBM UniData RDBMS to maintain operability of the product across multiple UNIX and Windows operating system versions.
• Led a team of programmers and engineering initiatives for source code control and distribution processes as part of a new product launch to the market.
• Maintained numerous development environments and internally developed tool sets for multiple product lines.
• Participated on core team to plan and prepare for Y2K events including developing, implementing, and executing a corporate business continuity plan.
Programmer, Systems Software Group
Designed, programmed, and supported software in the BASIC programming language on the IBM UniData RDBMS.
• Self-initiated several projects leading to improvements which reduced maintenance time, increased customer satisfaction due to product and performance improvements, and increased revenue potential. Examples are:
o Re-engineered and implemented a new license enforcement process resulting in multi-million dollar increases in maintenance and upgrade revenue.
o Re-engineered product installation and upgrade processes to improve maintainability and rewrote all installation documentation to be accurate and user-friendly.
o Re-engineered tape archiving process to reduce run-time from several hours to a few seconds.
EDUCATION
B.S. in Computer Engineering
University of Minnesota
Finance and Accounting for the Nonfinancial Executive Program
Stanford University Graduate School of Business, 2007 |
