Experience

Foundever

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Global Director of Account Management

  • Apr 2019 - Present

  - Provide account management services for strategic Foundever clients. Oversight of multiple client relationships in multiple verticals yielding $70M+ in annual revenue. - Accountable to ensure Foundever executes client business in a consistent, sustainable and profitable manner that positions Foundever as the #1 preferred partner. - Accountable to develop and maintain strong executive relationships, gain a deep understanding of the client’s business model, strategies and key initiatives… Show more - Provide account management services for strategic Foundever clients. Oversight of multiple client relationships in multiple verticals yielding $70M+ in annual revenue. - Accountable to ensure Foundever executes client business in a consistent, sustainable and profitable manner that positions Foundever as the #1 preferred partner. - Accountable to develop and maintain strong executive relationships, gain a deep understanding of the client’s business model, strategies and key initiatives to identify/quantify opportunities for Foundever to expand our portfolio of services. - Accountable to leverage Foundever’s products and services, global expertise and organization to deliver convincing and cost effective solutions that address the client’s needs and grow our share of the client’s business. - Develop strong relationships across the client organization that enable and sustain appropriate engagement at executive, management & operational/functional levels. Ensure supporting Foundever structure is equally aligned to client organization and relationships at all levels are robust. - Define and execute on regular face to face meeting schedule with key client stakeholders to ensure appropriate visibility and engagement. - Anticipate unique challenges; secure senior executive attention/assistance necessary to maintain client expectations. - Develop, maintain and communicate robust account plans by conducting regular reviews with stakeholders in both client and Foundever organizations. - Accountable to manage new business opportunities (RFI,RFQ, etc) leveraging supporting Foundever resources as required to position Foundever’s proposition to win. Show less



Sutherland

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Sr Account Manager - Service Delivery - Work at Home

  • Jan 2013 - Mar 2019

  Work at Home - Oversight of 15 Direct and 200+ Indirect employees. - Grossed $20 million in annual revenue at program level. - Responsible for working directly with internal leadership and share services to drive program performance and operational excellence, including the overall customer performance and Key Performance Indicator (KPI) attainment, identifying innovative opportunities to drive higher customer satisfaction (CSAT), and internal performance attainment and profitability. - Responsible… Show more - Oversight of 15 Direct and 200+ Indirect employees. - Grossed $20 million in annual revenue at program level. - Responsible for working directly with internal leadership and share services to drive program performance and operational excellence, including the overall customer performance and Key Performance Indicator (KPI) attainment, identifying innovative opportunities to drive higher customer satisfaction (CSAT), and internal performance attainment and profitability. - Responsible for working directly with client manager to deliver measurable results and drive improvement. Responsible for overall performance of organization, delivering weekly, monthly, and quarterly state-of-the-business to internal and client executives - Develop and deploy variable compensation structure to 200+ frontline employees - Responsible for driving and measuring CSAT, through survey results, leveraging Quality Management Team and developing insight to drive a more seamless consumer/customer experience. - P&L – Balance the needs of all stake-holders to maximize revenue and contribution margin. - Staffing/Attrition – Managing and communicating staffing changes and initiating plans to adjust or improve. - Call Capacity – Monitoring all KPI’s within inbound/outbound queues and implementing plans to correct if needed. - Review call volume forecast lock, update staffing plans and enter required staffing requests if needed.- Also responsible for development and improvement of team managers to drive performance in consultants. Drive employee engagement and development, identify opportunities for career advancement and drive identified action plans

• Sr. Account Manager - Financial Analyst

  • Jul 2016 - Jan 2017

  Work at Home - Provide strategic / business support to key operational and functional areas to support business decision making. - Develop clear, actionable forecasts and plans for the business while creating ownership and accountability from the business leaders. - Analyze financial results for P&L optimization, and communicate risks and opportunities to the financial plan and forecast. - Analyze variations from forecasts and prior periods to provide accurate explanations for variances and… Show more - Provide strategic / business support to key operational and functional areas to support business decision making. - Develop clear, actionable forecasts and plans for the business while creating ownership and accountability from the business leaders. - Analyze financial results for P&L optimization, and communicate risks and opportunities to the financial plan and forecast. - Analyze variations from forecasts and prior periods to provide accurate explanations for variances and support organizational managers in determining countermeasures and drive corrective actions. - Engage in regular dialogue with organizational counterparts to gain an understanding of issues/priorities. - Create, track and evaluate key business performance indicators. - Develop supporting analysis and reporting that will improve management’s ability to evaluate key assumptions, trends and changes. - Identify areas to improve the effectiveness of our financial planning activities and strive to streamline processes and improve tools. - Recommend process improvements to continuously improve accounting accuracy and timeliness. - Assist in communicating and monitoring compliance with financial policies. - Timely and accurate delivery of financial results - plans, forecasts and actual results.



Sutherland

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Sr. Team Manager

  • Aug 2010 - Dec 2012

  Rochester, New York Area - Responsible for oversight of team managers, including 10 direct reports and 185 indirect reports. - Responsible for working directly with Account Manager and Director to drive program profitability through sales performance and operational excellence, including the delivery of compensation plans, managing employee time, managing performance improvement and identification of training needs. - Responsible for working directly with client manager to deliver sales results and drive… Show more - Responsible for oversight of team managers, including 10 direct reports and 185 indirect reports. - Responsible for working directly with Account Manager and Director to drive program profitability through sales performance and operational excellence, including the delivery of compensation plans, managing employee time, managing performance improvement and identification of training needs. - Responsible for working directly with client manager to deliver sales results and drive improvement. - Provide weekly, monthly, and quarterly state-of-the-business updates in PowerPoint format. - Responsible for the development and improvement of team managers to drive performance with their direct reports. - Drive employee engagement, identify opportunities for career advancement and develop Career Action Plans with identified potential promotional candidates.

• Team Manager

  • Aug 2006 - Jul 2010

  Rochester, New York Area - Monitor team performance by way of goal planning, process adherence, daily recaps and review the KPI’s. - Establish consultant’s goals and conduct bi-weekly performance appraisals. - Motivate team by developing incentive programs and variable compensation plans. - Ability to recognize and analyze trends that have dramatic impact on performance and customer satisfaction. - Make recommendations for process improvements based on observations, trends and issues. - Ability to… Show more - Monitor team performance by way of goal planning, process adherence, daily recaps and review the KPI’s. - Establish consultant’s goals and conduct bi-weekly performance appraisals. - Motivate team by developing incentive programs and variable compensation plans. - Ability to recognize and analyze trends that have dramatic impact on performance and customer satisfaction. - Make recommendations for process improvements based on observations, trends and issues. - Ability to communicate and provide feedback to all levels of organization. - Develop Consultants by using tactical coaching/feedback and ongoing training. - Conduct team meetings and provide constant communication on product and policy updates. - Create and support programs that encourage employee engagement. - March 2007 – Traveled to Mumbai, India to ramp offshore program.

• Consultant

  • May 2003 - Jul 2006

  Rochester, New York Area - Involved in sales and technical support for Intuit Inc. - Daily tasks included order processing, data entry, technical support and handling multi-line phones. - Project Grasshopper - Coaching sales and process to representatives in Chennai, India. - Outbound sales. - Subject Matter Expert (November 2005- January 2006). - 10 week Team Manager Internship (June 2006- August 2006).