Resume of Vice President of Technology

Title
Vice President of Technology

Primary Skills
Highly effective communicator skilled at leading large multi-continent, cross-functional teams.

Location
US-TX-McKinney

Posted
May-29-07

SUMMARY

OPERATIONS EXECUTIVE

Global Customer Relationship Management / Global Support Operations / Multi-Site Contact Center Management

Confident, visionary leader with strong business savvy marked by deep blend of strategic, operations, technical acumen; 11+ years extensive experience delivering significantly increased performance in senior management capacities for numerous Fortune 500 companies within the financial services, contact center, and support operations industries. Highly effective communicator skilled at leading large multi-continent, cross-functional teams in delivering measurable operational improvement. Easily build rapport on C-level. Equally proficient in both very large and very small organizations. Strong leader with innate ability to recruit, mentor and promote top talent. Passion for global operations excellence. Business & Leadership strengths include:

Specialties:
* Global Team Leadership & Team Building
* Strategic & Operational Consultation
* Organizational Development
* Continuous Process Improvement
* Large-Scale Project Planning & Execution
* Motivator, Coach & Trainer
* Business Intelligence Systems
* Problem Analysis & Resolution
* Engaging Executive Presentations
* Lean Six Sigma, Villanova University, currently pursuing certification


PROFESSIONAL EXPERIENCE

Aspect Software, Inc. (formerly Concerto Software, Inc.), May 2004 - May 2007
Director, Global Customer Support - Richardson, TX

For more than two decades, Aspect Software's contact center expertise and technologies have helped Fortune 500 organizations and growth companies build successful businesses. Aspect Software provides customer interaction management solutions for more than 5,000 businesses globally.

* Direct and manage total systems support and ongoing maintenance operations for more than 500 Aspect EnsemblePro customers and more than 100 Aspect Customer Self Service IVR customers located throughout world. Report to SVP, Global Technical Services. EnsemblePro has been company's premier flagship product offering since merger of Davox Corporation and CellIt Corporation. Within a single system is found an ACD, an IVR with text-to-speech and voice recognition capabilities, a gateway, digital communications processors, a predictive outbound dialer, digital recording management capabilities, multi-tiered relational databases, e-mail, web and chat integration, call monitoring and coaching capabilities, and a robust, customizable reporting package.

* Protect combined annual maintenance revenues of $81 million and growing.

* Lead and manage corporate staff of four senior Technical Support Managers located across four separate offices and 43 first, second and third-level Technical Support Engineers located across seven separate offices in 24x7 operation. Manage annual budget of $3.88 million, consistently under budget.

* Continually direct and lead business using complete set of operational statistics that include customer satisfaction metrics, post-interaction survey metrics, average caseload per support engineer data, and daily and weekly case backlog metrics. Consistently achieved customer satisfaction scores of 4.5 out of 5, an increase of 29%. Drove case backlog down from 805 to 355 cases in one year, a 56% reduction, by designing and implementing highly effective peer-mentoring/assistance programs.

* Built and maintained longstanding customer and partner relationships that resulted in increased revenues and customer satisfaction by proactively traveling to customer sites; took the initiative to better learn their particular businesses, operations and personnel.

* Received multiple letters of praise from senior executive management and customers for personal efforts, contributions, and results achieved and delivered.

* Was invited to interview for Director of Asia/Pacific Support Operations position based in Singapore shortly after CenterForce acquisition. Was formally offered the position after months of interviews with worldwide corporate executive management. Opted instead to move back to Texas.


CenterForce Technologies, Inc., July 1999 n May 2004 (Acquired by Concerto Software, Inc.)
Director, Customer Relations & Professional Services - Bethesda, MD

The CenterForce suite of contact center productivity tools help contact center management to significantly maximize contacts with their customers and allows them to increase their business portfolios while reducing the costs associated with their human resources.

* Reported directly to President/CEO. Responsible for all customer support and consulting operations for over 70 separate major U.S. and Canadian corporations from end of contract negotiations through life of customer relationship. Total responsibility for procuring and configuring correct Sun Microsystems hardware platforms, CenterForce Technologies software installation, customer training and certification, system support, ongoing customer consulting, and operational data analysis.

* Led and managed corporate staff of eight cross-functional individuals comprised of network engineers, support engineers, contact center consultants, and project managers. Managed annual operating budget of $1.3 million.

* Created and led onsite consulting division providing strategic planning and process improvement recommendations to all customers situated within banking, finance, mortgage, student loan, auto loan, installment loan, retail loan, and credit card industries resulting in helping customers recognize tens of millions of dollars in previously missed opportunities, combined.

* Managed 300% customer growth over five years without adding additional staff resulting in hundreds of thousands of dollars of annual savings.

* Significantly improved customer satisfaction and departmental effectiveness by creating and implementing formal processes, project plans and accountability systems.

* Saved company $11,000 in annual maintenance payments to prior CRM vendor by designing and implementing in-house created customer relationship management (CRM) database.


Capital One, April 1997 - July 1999
Senior Systems Manager, Contact Center Technologies - Fort Worth, TX

Started as an independent company in 1994, the company now ranks #115 on the S&P 500 list. It offers demand deposits, money market deposits, NOW accounts, certificates of deposits, home loans, health care finance, auto finance, commercial and consumer loans, commercial credit cards, treasury management services, trust services, and other banking related products such as insurance, brokerage services, merchant services, and investment banking services.

Other Positions Held
Senior Staffing Manager (Simultaneous backfill position)
Systems Manager, Dialers
College Recruiting Team Member, Texas Universities

* Led and managed three Systems Managers and 12 dialer administrators in implementing efficient and strategic operation of eight Mosaix (Avaya) and two Davox (Aspect Unison) dialers and three CenterForce Technologies Optimizer systems geographically dispersed over three separate contact centers in three separate U.S. cities.

* Consistently delivered and maintained delinquency rates 15 - 20% below industry averages due to aggressive collections strategy implementation.

* Designed, created, and maintained a robust database of key collections metrics that integrated payroll, collections, recoveries, schedule adherence, and payment data into a single integrated front-end application. Database became daily de facto reporting tool for over 50 senior managers and corporate vice presidents and enabled near real time input for key strategy decision-making.

* Traveled to Texas universities to interview potential new-hires from within the University of Texas, Rice University, Southern Methodist University, and Baylor University.


Compliance Corporation, January 1996 - April 1997
Manager, Video Teleconferencing Facility - Naval Air Warfare Center, Lakehurst, NJ

Compliance Corporation provides contract personnel to military and governmental installations nationwide in support of numerous assorted technical and operational missions. Headquartered in Lexington Park, MD, the company has in excess of 150 government and military contract professionals placed in management positions across the U.S.

* Managed Lakehurst Naval Video Teleconferencing facility used by Naval Air Warfare Center military and civilian senior management.

* Organized all aspects of daily operation to include supervision of three systems personnel.

* Created formal training curriculum and provided instruction for 19 communications specialists nationwide.

* Held SECRET security clearance.


U.S. Naval Reserve, March 1991 - April 1997
Naval Mobile Construction Battalion 21 (NMCB-21)
First Class Petty Officer - Acting Department Head, Office of Administration - Lakehurst, NJ

The U.S. Naval Reserve exists to augment the active duty U.S. Naval forces both in peacetime and in times of armed conflict. NMCB-21 is a 770-man combat-ready construction battalion.

Other Positions Held
Assistant Legal Officer
Battalion Network/Automated Data Processing Officer

Responsible to the Executive Officer for management of all administrative matters within battalion. Acted as administrative law officer in military judicial matters. Prepared briefs in accordance with Uniform Code of Military Justice (UCMJ) for submission to Commander of Naval Reserve Forces, Washington, DC. Held SECRET security clearance.


U.S. Navy, December 1986 - March 1991
Naval Station Rota, Spain, April 1989 - March 1991
USS La Salle (AGF-3), Bahrain, Persian Gulf, April 1987 - April 1989
Second Class Petty Officer - Acting Administrative Division Officer, Air Operations Department - Rota, Spain

The U.S. Navy is in excess of 600,000 personnel strong.

Other Positions Held
Naval Aviation Water Survival Instructor
Search and Rescue (SAR) Helicopter Crewman
Naval Instructor

Supervised three administrative personnel and all administrative matters within department comprised of 220 pilots, aircrew, air traffic control, ground support, and electronics engineering support personnel. Coordinated and conducted military aviation survival training activities with U.S. and NATO hosts and participants within Western European theater. Conducted emergency water survival training presentations and egress simulation training for pilots and aircrew of all branches of U.S. Armed Forces. Assessed ability levels of pilots and aircrew in collaboration with Naval Flight Surgeon to create and implement lesson plans for training. Held SECRET security clearance.


EDUCATION

Master of Science, Administration (candidate), General Management concentration,
College of Extended Learning, Central Michigan University
24 of required 36 hours complete.

Bachelor of Arts, Political Science and Philosophy (Pre-Law double major, Mathematics minor), Rutgers College, Rutgers University, New Brunswick, NJ.


QUALIFICATIONS

* 19 years direct personnel management experience; a trustworthy and respected leader.
* 19 years experience in creating, implementing and executing against formalized standard operating procedures that create the highest value for organizations.
* 11 years formal project management experience within banking, finance, mortgage, credit card, auto loan, retail loan, installment loan, and student loan operations.
* 11 years operations support experience in highly time-critical, technically complex environments.
* 11 years experience in analyzing and interpreting detailed operations data and MIS in financial services environments.
* 9 years direct operational budget development and management experience.
* Consulted for global organizations including Bank of America, JPMorgan Chase, American Express, GE Capital, Chevron/Texaco, Bear Stearns/EMC Mortgage, PNC Bank, AOL/Time Warner, EDS/GMAC Mortgage, BB&T, CIT Group, MBNA, AT&T Wireless, Royal Bank of Canada, Ameritech, VW Credit, Chrysler Financial, and many others.
* Strong ability to set vision and motivate others to exceed expectations.
* Strong ability to build cohesive and effective cross-functional teams dedicated toward goal achievement.
* Accept personal responsibility when situations don't go according to plan; publicly praise others when they do.
* In-depth knowledge of Chinese culture (raised in Hong Kong)
* Detailed knowledge of Spanish culture (lived three years in Spain)
* Detailed knowledge of Arab culture (lived two years in Bahrain)
* Exceptional personal computing knowledge and skills.

Certifications
See above


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