Experience

Advantiv Solutions

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Director Of Operations

  • Oct 2006 - Present

  • Assist our clients with selection of the proper ERP or other computer system, by managing a Client Consulting team that supports their efforts using our software. Activities include project charter, process review, requirements gathering and analysis, vendor response, etc. • Hire and manage the client consulting team, overseeing training and conducting performance reviews. • Review and update service processes and procedures to ensure continual use of Best Practices. • Oversee the on-boarding and engagement of our clients, and work directly with external consulting partners and C-Level client executives (CEOs, COOs, CIOs, Presidents, VPs, etc.) to manage all stages of the engagement. • Serve as the primary point of contact for high-level project resolution; work with executive management and consulting partners to resolve issues. • Discuss capabilities, and transform goals into a Project Plan document, including specific milestones for all activities throughout the Project Lifecycle. • Lead Project Kick Off meetings, both virtually and/or in person, presenting to large groups of stakeholders. • Lead regular Project update meetings with the consulting team and client contacts to review progress and make adjustments as needed. • Over see the training of software (ERP) vendors on use of our software, ensuring they understand how to use our software, and recommend RFP response strategies. • Work with our clients to design custom analysis reports and then deliver and help analyze the large volumes of data typically associated with these reports (i.e. Stakeholder Survey, FitGap, etc.). • Report directly to the CEO of Advantiv as needed, providing input that helps improve our product, or otherwise impacts strategic decision-making. • Work closely with the CIO to ensure our internal capabilities are allowing us to provide the best service for our clients, and a high level of efficiency for our internal operations. • Attend industry conferences regularly. Show less



Global Database Marketing, Inc.

• United States
• Advertising Services
• 1 - 100 Employee

• Director of Service Operations

  • Jul 1998 - Oct 2006

  • Managed and oversaw the daily operations for the Client Service and Production Departments; including a team of Client Service Representatives and Production Specialists, including hiring and performance evaluation. • Provided new-hires training as well as ongoing training to staff, to ensure the departments understood Best Practices and procedures, and adhered to company policies. • Worked directly with the Supervisory personnel in both the Client Service and Production Departments, assisting them when need be in the day to day operations of the departments, and making final decisions where required. • Wrote and maintained procedures for both Client Service and Production Departments. • Met regularly with ownership to ensure our department practices were aligned with overall company strategy. • Collaborated with CIO to implement changes or improvements (bug fixes, etc.) to help ensure that Client Service and Production Departments continued to operate as efficiently as possible. • Assisted the Marketing Department in the writing of our advertising mail pieces, authoring a number of them directly, as well as providing input to the final artwork being used. Key Accomplishments • Received the Outstanding Achievement Award in 2005 for writing and implementing formal procedures for the Client Service and Product Departments, something that previously did not exist. • Received the Outstanding Sales Award in 2004 for filling in after the departure of the top salesperson. • Received the Above and Beyond Award in 2003 for overseeing the delivery of 500,000 mailers for a major client. • Received the Outstanding Achievement Award in 2001 for helping the company migrate from Filemaker Pro to Microsoft SQL Server, and ensuring that Client Service and Production Departments’ needs were met. • Received the Outstanding Achievement Award in 2000 for researching and implementing the Outlook Task Management System that increased employee productivity by 33%. Show less