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Summary

Operations management professional with a proven record of success improving customer satisfaction and maximizing the efficiency and effectiveness of multiple teams in a fast paced, high stress, metrics driven environment.  Adept at the tactical operations and strategic planning aspects of leading a business unit.  Responsibilities have included staffing, budgeting, coaching, project management and providing excellent client satisfaction. Within these roles, have delivered results through the cross functional collaboration, communication and creating effective feedback loops with all necessary stakeholders.

Skills

Quality Assurance

Reviewed  client satisfaction (CSAT) scores and comments of team and individual performance, implemented processes and provided coaching to direct reports to improve overall CSAT nearly 10%.

Process Optimization

Leveraged lean 6 sigma and project management tools to collect and affinitize improvement opportunities, then lead project based work to implement solutions considering both short term and long term business unit goals.

SLA/KPI Management

Managed the contract of an Information Technology consulting firm to ensure SLA compliance, Negotiated SLA agreements with clients and developed business unit metrics for which I was responsible for achieving on a quarterly and annual basis.

Strategic Planning

Created long term business unit objectives based on client needs, industry trends and business goals, followed by tactical planning on how to achieve long term goals.

Vendor and Contract Management

Managed multiple complex contract's from both the client side and vendor side.

Work experience

Operations Manager

20162017
athenahealth

athenahealth is a medical technology company delivering a cloud based electronic health record application for medical groups and practices in the hospital and ambulatory segments that enables instant access to patient medical records via one of the nation’s largest healthcare networks.

 

  • Manager of a tier-3 complex case resolution team that provides 24/7/365 support between US based and international resources, that requires solid communication, standardization of processes, and transition of active issues to achieve internal SLA goals.
  • Improved business unit performance of case resolution SLA by 8% in 2017. Identified process, training and staffing gaps then implemented process improvements or provided tools to enable the faster resolution of cases.
  • Increased client satisfaction scores over 4% in 2017 through the continued enhancement of an existing QA program including monthly review of CSAT with associates, development of client communication tone guide and improvement in resolutions offered to clients.
  • Created and participated in several cross functional operational group meetings to improve the overall end to end client experience. Through process mapping exercises, determined pain points and bottlenecks that became process improvement initiatives and opened feedback loops across groups to ensure sustainability of group objectives.

Operations Manager

20102016
Itron (Formerly Comverge, Inc)

Comverge is an industry-leading provider of integrated demand response, energy efficiency, and customer engagement solutions that enable electric utilities to ensure grid reliability, lower energy costs, meet regulatory demands, and enhance the customer experience.

 

  • As leader of 24/7/365 Network Operations Center and Information Technology department, managed all functions and technical team of a SaaS and Hosting service provider requiring high availability including crisis management, root cause analysis, capacity planning and project management.
  • Improved operational efficiency resulting in $1.2 million (21%) reduction in SG&A of Information Technology and Operation Center budgets. Realigned organizational structure, redistributed responsibilities, and renegotiated or eliminated unnecessary vendor contracts.
  • Elevated operation effectiveness through an 85% reduction in mistakes and an 80% reduction in risks within Operations Center. Created a culture of continuous improvement, leveraged lean tools, and built a structured employee training and qualification program.
  • Created and negotiated Service Level Agreements and performance metrics with customers, vendors and internal departments resulting in a 20% improved customer service measurement.
  • Developed a strong team culture resulting in 66% reduction in annual staff turnover rate (down to 11.5%) within Operations Center. Kept teammates constantly challenged, provided professional mentoring and public acknowledgement of team member accomplishments.
  • Formed library consisting of over 60 Standard Operating Procedures, Policies and Forms for both the Operations Center and Information Technology Departments, and implemented process of annual review and revision of all documents.
  • Ensured adequate internal controls, and maintained compliance of SaaS/Hosting environment for annual SSAE 16 SOC2 Type II third party attestation.

Director of Monitoring Services

20042010
PowerSecure, Inc.

PowerSecure provides energy technologies and services to electric utilities and their large industrial, commercial, institutional and municipal customers which reduce electricity costs during peak power periods, protect against power losses, avoid costly interruptions and spoilage, minimize energy transmission losses and improve the efficiency of the electric grid.

 

  • Managed a 24/7/365 operations center implementing electrical reductions during forecasted electric usage peak times. During term of employment business unit revenue grew over $1.2 million (2000%)
  • Built and managed an operations team with a lean focus. Supported rapid company growth with a team of developers to define scalable software and hardware requirements for employee and customer remote monitoring dashboards.
  • Demonstrated leadership with sales meeting presentations, performed field work, assisted manufacturing, and supported operators during periods of high activity.

Education