Experience

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  IBM

  • WFM

    • Dec 2005 - Present

  • Workforce Management

    • Feb 2005 - Present

    • Managed WFM teams at three different suppliers spanning 11 centers • Coordinated efforts at sites to resolve customer issues • Developed reporting cadence to help deliver financial performance• Managed financially impacting contract deliverables• Provided performance improvement recommendations to center directors and WFM teams• Tracked progress of the call centers and communicate results to customer• Evaluated and track daily, weekly and monthly performance by call type and center location• Performed analysis on staffing and intra-day trends, providing recommendations to improve efficiency• Acted as liaison between vendor and customer in providing daily status reports on service levels • Monitored real-time performance of call centers to provide service level updates to management• Conducted meetings of daily operations with customer and vendors• Openeded new center in Tucson, hired and trained WFM team• Developed staffing forecast used to price new centers• Assisted in writing contract language for renegotiations• Developed DOU for internal WFM support

  • Sr. Financial Analyst

    • Jul 1998 - Feb 2005

    Industry Financial Consolidation (Promotion) Feb 2003 – Feb 2005• Coordinated the work of 9 financial analysts• Consolidated financial results of 9 out-sourcing contracts with annual revenue of over 500M• Established operating budgets for contracts in industry• Tracked cost reduction activities across industry• Presented monthly financial forecasts to Vice President of industry• Conducted contract financial reviews on monthly basis• Managed expense budget for new contract opportunitiesSr. Financial Analyst (Promotion) October 2001 – January 2003• Coordinated the work of 5 financial analysts, making a new precedent in IBM’s financial reporting model• Oversaw the financial results of 40 IT outsourcing contracts• Assisted small team of financial analysts in resolving business issues • Trained newly hired analysts on IBM’s processes and procedures• Managed the College Co-Op Program for FinanceFinancial Analyst July 1998 – October 2001• Developed annual operating plans for outsourcing contracts• Reviewed and reconciled ledgers on a monthly basis• Created accurate forecasts of addenda revenue and billing processing• Monitored monthly cost and revenue forecasts with management and executive groups• Worked with customers on invoicing and A/R issues • Assisted Project Executive in making financial decisions that impacted the contract• Delegated pricing contracts up to 10M as IBM Certified Pricer