Experience

Calabrio, Inc.

• United States
• Software Development
• 400 - 500 Employee

• Product Manager - Partner Integration

  • Apr 2022 - Present

  Partnership Strategy: Define Calabrio go forward CcaaS partner integration strategy and product roadmap by assessing market value of partnership based upon: partner cloud product offering, market share, customer and industry segmentation and competitors position partnership resulting resource investment focusing revenue and margin improvements initiatives New Product Offering: Created a new go to market product strategy for an existing product under development for 2 years with minimum viable product features. Through partnership with cloud partner brought robust and market leading product offering within 4 months while achieving a 60% margin. Partner Relationship Management: Strengthen partner product management relationship through alignment of product roadmaps, weekly/monthly updates and quarterly business reviews resulting proactive planning and executing key product initiatives. New Product Offering: Developed new integration connector subscription product offering for customers that required third party application integrations into Calabrio product to capture enhanced value data processing by Calabrio and additional support cost. Revenue $12 M annually. Show less



MoneyGram International

• United States
• Financial Services
• 700 & Above Employee

• Head of Revenue Infrastructure | Operations, Customer Experience, Digital Transformation, Technology

  • 2015 - 2021

  Leader of 6 departments reporting directly to the COO for this global financial services corporation: Global Technical Servicing, Global Platform Support, Supply Chain, Global Store Marketing and Merchandising, Financial Account Servicing, Check Processing & Banking Settlement. Responsible for an annual budget of $40 MM and a global workforce of 225 FTE’s.INTERNATIONAL CONTACT CENTER TRANSFORMATION: Achieved $.5MM cost savings by establishing a new customer focused culture, with key performance KPI’s and leveraged state of the art technology. Reduced call volume by 35% while increasing FCR by 10%, CSAT by 12% and representative utilization by 10%. Reduced ASA by 5% and AHT by 7%. OPERATIONS EFFECIENCY: Streamlined check processing by implementing BOT/AI, significantly increased check processing efficiency for more than 10MM checks monthly with a financial settlement value of $11B, while reducing financial loss to under .005% and staffing 10%.DIGITAL CUSTOMER EXPERIENCE / OPERATIONAL EFFICIENCY: Pioneered the transformation to an omni channel customer support model. Implemented global chat product in 13 languages, supporting 200 countries resulting in a significantly improved customer experience and CSAT, decrease per contact cost by 25% and increased adoption of new channel by 35%. PRODUCT TRANSFORMATION: Created and transformed the CVS kiosk operation support model, by redefining technology solutions, eliminating dependencies on vendors and simplifying team member responsibilities, resulting in increased customer sales by 20% and reducing operational cost by $3MM. LEADERSHIP: Created various programs for direct reports skill and career development, including “The Effortless Customer Experience”, Innovation mentorship program, options and recommendations, BOT/AI opportunities, and employee job share program. Resulting in the highest promotion rate of employees at MoneyGram International. Show less

• Senior Director, Global Merchant Account Servicing and Supply Chain

  • Jun 2009 - Mar 2015

  Identified and led strategic initiatives to improve overall operational efficiency and effectiveness, improve both customer and business applications that elevated the end user experience, while developing high performance teams.GLOBAL OPERATIONS MANAGEMENT: Managed staff of 80 employees in 5 departments servicing 100,000+ customer accounts in 200 countries with an annual budget of $35MM+. Responsible for departments and staff in Denver, Minneapolis, Italy, and Spain.PRODUCT LINE PROFITABILITY: Shifted organization’s view of Merchant Account Servicing and Supply Chain departments to a key business function by improving customer satisfaction, reducing business risk, compliance and increasing product line profitability.GLOBAL SUPPLY CHAIN: Optimized multi-site outsourced global supply chain to distribute and track point-of-sale hardware and supplies, compliance and regulatory documents, and marketing materials to over 200,000 locations in 200 countries shipping 500,000+ packages annually. Resulting in $2MM savings.CUSTOMER EXPERIENCE: First leader to implemented global CSAT program via SalesForce.com, resulting in the identification of strategies to enhance account servicing, products, and brand satisfaction.DIGITAL TRANSFORMATION: Conceptualized and implemented enhancements to global point-of-sale transactional applications, resulting in increased customer satisfaction, platform usability and product line profitability. Show less

• Senior Director, Procurement Services and Accounts Payable

  • Jun 2003 - May 2009

  Developed and implemented global procurement, accounts payable, materials management, and back-office operation strategies.ENTERPRISE SOURCING AND PROCUREMENT POLICIES AND CONTROLS: Defined and created processes and policies to manage spend and contract commitments. PROCUREMENT EXCELLENCE: Led the formulation and execution of procurement strategies for all major spend categories including: sourcing, contract negotiation, implementation and contract management. Achieved consistent spend strategies savings of $10-15MM annually. Show less



ING

• Netherlands
• Banking
• 700 & Above Employee

• Strategic Sourcing Manager - Indirect Spend

  • Sep 2001 - Jun 2003

  ORGANIZATION DESIGN: Create new organization, roles and responsibilities, commodity strategies and department KPI's and team performance metrics. SOURCING AND PROCUREMENT STRATEGIES: Designed, developed, implemented and managed key business processes and sourcing strategies for $300MM for indirect spend areas: statement, notices and marketing printing programs, supplies ordering websites and fulfillment programs, call center, real estate services, shipping, travel and meeting management. Show less



Deluxe

• United States
• Financial Services
• 700 & Above Employee

• Deluxe Corporation Roles: E-Commerce, Operations Excellence and Technology

  • Aug 1987 - Jun 2000

  Plaidmoon - Chief Merchandising and Operations Director (E-Commerce Start Up) (1999 – 2000) Director of Product Engineering and Systems (1997 – 1999) Manager of Product Engineering and Systems & Vendor Manager (1991 – 1997) Production Plant Department Manager- Pre-Press, Printing Press, and Bindery (1987 – 1991) Plaidmoon - Chief Merchandising and Operations Director (E-Commerce Start Up) (1999 – 2000) Director of Product Engineering and Systems (1997 – 1999) Manager of Product Engineering and Systems & Vendor Manager (1991 – 1997) Production Plant Department Manager- Pre-Press, Printing Press, and Bindery (1987 – 1991)