Sr Director of Revenue Operations

• Aug 2022 - Present

Director of Business Transformation

• May 2022 - Aug 2022

Director Of Operations

• May 2021 - Aug 2022

I spearhead initiatives to improve efficiency, conduct more comprehensive recruiting, and streamline the business process from delivery hand-off through the service life-cycle. I lead a team of operating analysts and administrators and collaborate with c-suite. In just a short time, I championed strategies and tactics that boosted operating efficiency by analyzing and reengineering operations management for service staff assignment processing times, adhering to an aggressive project… Show more I spearhead initiatives to improve efficiency, conduct more comprehensive recruiting, and streamline the business process from delivery hand-off through the service life-cycle. I lead a team of operating analysts and administrators and collaborate with c-suite. In just a short time, I championed strategies and tactics that boosted operating efficiency by analyzing and reengineering operations management for service staff assignment processing times, adhering to an aggressive project timeline and approach. I championed an enormous reduction in the time from job application to billable delivery by implementing a new assessment process and online, self-guided employee training. As the leader of the company-wide customer journey mapping initiative as selected by the CEO, I transformed sales to service hand-off strategies and service delivery processes with improvements to client onboarding and lifecycle communication processes. Paving the way for continued strong corporate performance, I improved product pricing and hiring planning strategies by introducing an operational reporting KPI suite that included labor efficiency measures and billable delivery targets.

Managing Director/COO

• Nov 2020 - May 2021

In this position, I piloted the senior management team to conceptualize and execute annual operating plans, strategic objectives, and attainment of KPIs. Collaborating with the business development director, we launched major new revenue-driving initiatives in sales and forged partnerships to expand multi-national and multi-platform service capabilities. Directing a multimillion-dollar annual budget, I maximized the customer experience to foster long-term relationships with client partners… Show more In this position, I piloted the senior management team to conceptualize and execute annual operating plans, strategic objectives, and attainment of KPIs. Collaborating with the business development director, we launched major new revenue-driving initiatives in sales and forged partnerships to expand multi-national and multi-platform service capabilities. Directing a multimillion-dollar annual budget, I maximized the customer experience to foster long-term relationships with client partners. We generated an enormous increase in monthly revenue and doubled direct labor efficiency by transforming the service delivery staff from contractors to employees and setting billable target guidelines. Likewise, we delivered an excellent YOY revenue increase and grew the company by millions in annual revenue after completing an organizational transformation and improving customer satisfaction ratings and client time-to-value. We achieved the industry margin standard by transforming the prior low-performing consulting business model and introducing operational reporting and data-driven management, including adjusting billable hour rates, contract minimums, and labor efficiency ratios.

Director of Delivery

• Aug 2018 - Nov 2020

I consulted directly with c-level contacts via solution sales, live product demos, sale-focused gap analysis, and escalated account management for key accounts, leading a team of employees and contractors. I seized business process optimization opportunities for our clients by leveraging workforce management software and related IT initiatives. We captured millions in revenue per vertical by expanding the client portfolio in the healthcare and manufacturing sectors and maintaining high… Show more I consulted directly with c-level contacts via solution sales, live product demos, sale-focused gap analysis, and escalated account management for key accounts, leading a team of employees and contractors. I seized business process optimization opportunities for our clients by leveraging workforce management software and related IT initiatives. We captured millions in revenue per vertical by expanding the client portfolio in the healthcare and manufacturing sectors and maintaining high retention through targeted content generation, referrals, and improved customer experience mapping. By leading consultative initiatives at the client c-suite level to maximize post-sale follow-up with enterprise-sized accounts, I secured multiple large business deals. We earned a vastly improved net profit margin gain by increasing average hourly billable rates and reducing fixed costs, non-billable expenses, and administrative overhead through management restructuring and increasing customer satisfaction and referrals. I enabled a boost in labor efficiency after completing a business model transformation, moving from an independent contractor model to a full-time employee model. By spearheading client retention and account management upgrades, I reached or exceeded all account upsell targets.

Delivery Manager | Workforce Management Consultant

• May 2014 - Aug 2018

I prepared capital budgets to support future-state application improvements, and managed budgets for application projects. I delivered consultative strategic insights through stakeholder presentations, fit-gap reports, and financial forecasting for multiple audiences, including c-level client leadership, while leading a team of employees and contractors. Knowledge is power. I facilitated an increase in a major name brand client by adopting a new workforce management system that… Show more I prepared capital budgets to support future-state application improvements, and managed budgets for application projects. I delivered consultative strategic insights through stakeholder presentations, fit-gap reports, and financial forecasting for multiple audiences, including c-level client leadership, while leading a team of employees and contractors. Knowledge is power. I facilitated an increase in a major name brand client by adopting a new workforce management system that identified existing workflow inefficiencies brought to light during the facilitation of cross-functional focus groups. I secured potent average client lifetime contract values in multi-year future-state infrastructure funding by leading requirements-gathering meetings composed of cross-functional teams to gather and understand business needs.

Research Associate - Education and Employment Research

• Nov 2013 - Aug 2017

I conducted and collaborated on policy evaluation studies to support data-driven, best practice recommendations for public sector stakeholders participating in US Department of Labor grant programs. I authored and presented research reports, white papers, briefs, and case studies to local and federal education and employment stakeholders. I conducted focus groups, and structured interviews with educators, employers, and students. I provided a knowledge base of employer/workforce… Show more I conducted and collaborated on policy evaluation studies to support data-driven, best practice recommendations for public sector stakeholders participating in US Department of Labor grant programs. I authored and presented research reports, white papers, briefs, and case studies to local and federal education and employment stakeholders. I conducted focus groups, and structured interviews with educators, employers, and students. I provided a knowledge base of employer/workforce relationships best practices by co-authoring reports for the Department of Labor, including designing qualitative data collection and analysis techniques, interview instruments, survey questionnaire designs, dataset plans, and NVivo codebook development. Show less I conducted and collaborated on policy evaluation studies to support data-driven, best practice recommendations for public sector stakeholders participating in US Department of Labor grant programs. I authored and presented research reports, white papers, briefs, and case studies to local and federal education and employment stakeholders. I conducted focus groups, and structured interviews with educators, employers, and students. I provided a knowledge base of employer/workforce… Show more I conducted and collaborated on policy evaluation studies to support data-driven, best practice recommendations for public sector stakeholders participating in US Department of Labor grant programs. I authored and presented research reports, white papers, briefs, and case studies to local and federal education and employment stakeholders. I conducted focus groups, and structured interviews with educators, employers, and students. I provided a knowledge base of employer/workforce relationships best practices by co-authoring reports for the Department of Labor, including designing qualitative data collection and analysis techniques, interview instruments, survey questionnaire designs, dataset plans, and NVivo codebook development. Show less

Independent Teaching Assistant

• Aug 2009 - Jun 2014

Data Analyst

• Jan 2011 - Jan 2012

Interpreted and applied complex coding instructions to derive quantitative data from multi-media sources. Interpreted and applied complex coding instructions to derive quantitative data from multi-media sources.