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Click here or scroll down to respond to this candidateCandidate's Name
Fort Lauderdale, FL PHONE NUMBER AVAILABLElinkedIn.com/ EMAIL AVAILABLESenior Product & Operations LeaderInnovative and dynamic senior business manager and cross-functional leader with broad experience guiding customer centric strategies across Marketing, Operations, and Call Center activities. Keen business intelligence and expertise to ensure quality Product and Program development and delivery. Exceptional communication, interpersonal, presentation, and listening skills to influence key stakeholders and team members. Dedicated to open communication, creativity, integrity, and accountability.Project Lifecycle ManagementBusiness Process ImprovementVendor ManagementData Collection & AnalysisCross Functional LeadershipStrategic Business PlanningKey Stakeholder RelationshipConsumer Behavior AnalysisClient Relationship ManagementCorporate CommunicationsChange ManagementOffshore Resource ManagementPROFESSIONAL EXPERIENCEBENEFITMALL, Miami / Fort Lauderdale, FL Oct 2012 PresentExecutive Director, SaaS Operations March 2014 PresentEstablished key performance indicators to facilitate the tracking of productivity, establish an effective operating rhythm, and manage Payroll Support; leveraging Salesforce.Designated as Chief of Staff for nine leaders, reporting to the Payroll Division President, with an indirect team of 500+.Evaluated and updated proprietary business processes and aligned disparate processes to reduce the implementation cycle from five days to four.Built an offshore team of 50 full time employees to significantly reduce service costs and business costs.Recognized as a key resource across Sales and Operations teams to handle every project lifecycle phase from scoping and planning to execution and delivery of a quality solution.Achieved a 50% Net Promoter Score for new client implementations with a Client Retention rate of ~85% over the twelve trailing months.Accomplished a 16% increase in Sales Year over Year compared to 2018 with a base of 23K clients in a VC backed growth-oriented business.Partnered cross functionally and enterprise-wide to advise Benefits and Payroll Divisions on business outsourcing and resource optimization.Established strategic business requirements and release objectives to meet commercial, financial, market, competitor, and technical challenges.Created a work culture centered in loyalty, open communication, happiness, accountability, and performance across multiple modalities to infuse change and drive inspiration.Partnered with key stakeholders to streamline executive communications including the strategic roadmap, operating model, concise storylines, data visualization and executive leadership forums.Developed strategic initiatives regarding enterprise process improvement and tools integration to enhance both client and employee satisfaction for 500+ employees.Area Director Operations, Oct 2012 March 2014Directed five site operations to implement outsourced payroll, HRIS and HCM solutions for 4000 external clients annually.Delivered accurate payroll on time, administered enrollments, and tracked tax management of collected funds.Led contact center operations and planning including operational site closures, functional consolidations, and restructuring with an Implementation Operations budget of $2M.Honored with the Stevie Award for an innovative customer service segmentation solution.AOL, Dulles, VA March 2005 March 2012Program Director, Oct 2007 March 2012Redesigned the My Account customer experience including a world-class platform to facilitate increases in paid, free and open name accounts. Achieved 1.23M monthly unique site visitors while viewing 7.1M pages.Coordinated a team of outsourced technical writers across for all technical support content via help.aol.com. Adopted a new brand voice and revised 5000+ articles to focus on brand and customer solutions, driving 26M+ page views.Partnered with accounting, legal, regulatory compliance, and business owners to implement and improve the billing recovery process.Reduced issues by 5% and associated costs by 75% while leading and mentoring a team of 15.Created a consistent and intuitive account management web site for paid, free, and open name space accounts.Leveraged customer analysis, market research, user feedback, customer usage, social media, and competitive analysis to identify new commercial opportunities focused on the remaining dial up and broadband user base.Managed emerging technologies and the internal and external CRM platform to support business goals within end-to-end ecommerce, self-service, and marketplace solutions.Senior Manager, Member Services, March 2005 Oct 2007Directed complex enterprise-wide projects involving acquisition, retention, and compliance initiatives to increase member satisfaction, improve sales, and reduce costs to Member Services/Sales and Member Support channels.Managed the Member Services project lifecycle including scope, resource optimization, requirements, priorities, personnel, timelines, roadmaps, and product launch.Leveraged the talents of cross-functional and cross-divisional teams to deliver the Member Services project on time and exceed annual sales goals.Evaluated proprietary business processes and standards, improved efficiencies, boosted productivity, and implemented process improvement and control practices to resolve operational issues and ensure compliance.Drove functionality improvements to the Members Services and Member Support channels. Implemented a new offer strategy dramatically reducing attrition on a base of 3M clients.Implemented the Customer Support Transformation initiative connecting multiple resources and performance improvement projects. Increased support options available to members and surpassed revenue forecasts by $25M.Spearheaded an unprecedented change management strategy to propel a new robust company business model, leverage a free services option and boost revenue via page views.Additional Professional Experience:Senior Marketing Manager, AOL, Dulles, VA.Director, Consumer Card Marketing, American Express, New York, NY.Senior Instructor, Consumer Card Group, American Express, New York, NY.EDUCATION & CREDENTIALSMaster of Science in Business Leadership, Nova Southeastern University, Fort Lauderdale, FLBachelor of Science in Business Management, University of Phoenix, Phoenix, AZWhole Brain Thinking Certification, Herrmann InternationalDISC Facilitator, Impact by Coaching |
