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Process, Leadership and Organizational Management

Delivery professional with broad experience in implementing a variety of programs and processes that contributed to improved client and delivery team satisfaction, improved resource efficiency and reduced costs.  Exceptional communications, interpersonal, client facing and team leadership skills.  Proven track record demonstrated by multiple consecutive years of IBM’s highest evaluation ratings.  Key skills include:

  • Process Development / Implementation
  • Program Implementation / Management
  • Customer Relationship TeamBuilding
  • Strategic IT Outsourcing
  • Client / Team Satisfaction and Stability
  • Process Governance
  • Project Management
  • Global Resource Management
  • Business Competencies

    Leadership and Organizational Management

    Single point of contact for Fortune 500 companies. Led team of 25 remote customer account resources. Mentored and assigned members.

    • Consistently receive Client Satisfaction Assessment Program score of 9 out of 10.
    • Managed services for largest financial global client account.
    • 35% reduction in service requests by shifting team workload and shortening learning curve. Resolved team delivery issues by authoring Documents of Understanding (DOU) that incorporated processes and standards of service delivery across dispersed teams. DOUs became templates for client accounts and served as tool to shorten learning curve of newly assigned global resources, improved service delivery and source of client communication and agreement.
    • 0% Team attrition was virtually over 2 years tenure. Reviewed candidate resumes, performed interviews and identified contractor hires to work remotely. Mentored remote team members, addressed their concerns, areas requiring improved management support and training needs.
    • 20% reduction in procedural approval process.
    • All projects completed within schedule and budget. Assembled teams of global subject matter experts. Created and aligned project plans to contractual deliverables.
    • Built and nurtured on site and remote client and team relationships.
    • Bravo award recipient.

    Process Improvement, Governance

    Continuous improvement focus through utilization of lessons learned from issue analysis, development and implementation of stakeholder accepted processes and procedures. Facilitated Customer Satisfaction Stability Management Program of 9 teams requiring customer satisfaction rating improvement. Designed new process model and coordinated implementation with Service Delivery Managers across multiple delivery areas.

    • 33% improvement of customer satisfaction ratings within the first 3 months.  Identified remote team member frustrations and client service delivery issues.  Defined, developed and implemented new change and reporting processes and employed team training seminars.  Improved delivery teams communication through improved meeting agendas, identification of relevant meeting participants, service issues and initialized tracking action plan resulting in improved meeting participation with client, increased task completion, all resulting in improved client satisfaction ratings.
    • Reduced utilization hours through improved tracking and accountability of action items of dispersed team by designing a database that facilitated sharing the management of multiple accounts across team members.
    • Achieved zero conflicts with environment change efforts through the design and implementation of these supplier and client aligned processes. Developed and implemented standard processes. Nurtured a solid partnership with internal team and Wellpoint client. Engaged stakeholders in implementing the new processes for use by both IBM and client teams.
    • Zero change issues or failures within first month of program implementation. Developed and implemented processes and plan used to schedule changes in an environment of 5,000 servers.
    • 50% reduction in team reporting and scheduling effort by designing a scheduling and reporting database.
    • Authored and attained stakeholder agreement on process and procedures, documents of understanding and Process Interface Manuals.

    Professional Profile

    CGI Technologies, Montreal, Quebec  
    2013 - Present

    Senior Client Consultant

    2013 to Present  
    IBM, Armonk, N.Y.  
    1999 to 2013

    Process Governance
    Cient Consultant
    Advisory Project Manager
    Client Account Team Lead
    Technical Specialist

    2012 to 2013
    2011 to 2012
    2007 to 2011
    2005 to 2007
    1999 to 2005


    M.S. in Telecommunications and Network Management at Syracuse University
    Postgraduate certificate in Information Systems and Telecommunications Management at Syracuse University
    B.S. in Speech Communication at Syracuse University
    A.S. in Administration of Justice at Onondaga Community College


    Project Management Institute, Project Management Professional (PMP®)
    ITIL v3 Foundations Certification (align Services with Business Needs)

    COMMUNITY VOLUNTEER SERVICE, not-for-profit, career development community, Charleston, S.C.
    Helping transitioning military veterans and the unemployed
    April 2015 Conference Co-coordinator
    Group Leader of Community Group

    Empower Federal Credit Union, Syracuse, N.Y.
    Policy Committee 2007
    Finance Committee 2007-2014

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