STRATEGIC PLANNING AND EXECUTION OF OPERATIONS AND TRANSFORMATIONAL INITIATIVES
Results-driven leader with strong customer focus and expertise in operations management, strategic planning, compliance, program management and re-engineering of operations in dynamic environments. Solid business partnership, business process analysis, and influencing skills with experience interacting at the decision-making executive level. Planned and managed multi-million dollar programs and initiatives aligning business goals with technology solutions to drive process improvements, competitive advantage and bottom-line gains. Highly proficient in developing and leading productive teams, and directing them toward fulfillment of their vision to success.
EXPERTISE
Leadership: Project Life-cycle &Management: Change Management:
•Cross-Functional Teams •Requirements Analysis •Stakeholder Analysis
•Strategy Development •Project Scheduling •Sponsorship Engagement
•Business Planning •Risk Assessment •Impact Assessment
•Resource Allocation •Governance & Lessons Learned •Strategy and Plan
•Motivating to High Performance •Six Sigma Black Belt •Behavioral Changes
WORK EXPERIENCE AND ACCOMPLISHMENTS
CISCO SYSTEMS, INC – Milpitas, CA 2000 to 2013
Business Operations Manager / Cross-Functional Program Manager 2007 to 2013
Managed multi-million dollar program to standardize and improve processes globally. Lead operational and change management activities for the implementation and adoption of policies in the Americas. Directed $26M services incentive program targeting over 250 resellers in Latin America (LatAm).
• Drove the activation and the operational support of over 5,000 direct partners and resellers under the company’s new services program in LatAm. Achieved seamless migration that was transparent to partners under the new services platform with zero escalations and no unscheduled downtime in the transaction of orders.
• Achieved over $29M in savings globally in less than 2 years, and improved global compliance to policy from less than 50% to 93% by managing a 5 year multi-phased project and a $120M global program to address inconsistencies and reduce revenue leakage in service cancellations and associated credits.
• Grew program to incentivize resellers in Latin America by 23% by creating capability to maximize program usage, enable proactive communication and offer partner education and support on program on-boarding requirements, rebates utilization policy, and performance management resources.
• Designed and implemented a strategic policy framework to mitigate risks associated with policy changes including: steering committee, policy assessment, gap closure, approval and communication.
• Reduced labor costs by 46% by leading training efforts to transfer transactional support of service terminations from US to India. Trained Support Agents from the vendor site, managed day-to-day business escalations, and mentored Global Process Manager.
Program Manager 2005 to 2007
Led Product Change Notice (PCN) and Common Language Identifier (CLEI) program for the company in partnership with the Development Organization. Delivered solutions to customer issues associated with the enforcement of Telecommunication Standards impacting Service Providers.
• Improved employee productivity by 30% through automation of activities done manually due to bugs in both customer and company’s systems.
• Developed and implemented customer engagement model to solve PCN / CLEI issues affecting customer productivity.
Internal Audit Program Improvement Program Manager 2003 to 2004
Led company's internal audit improvement program. Prepared the company to achieve, maintain and continuously improve ISO 9001:2000, and ISO 14001 registrations. Served as a subject matter expert for all customers and internal clients on company’s quality management systems.
• Improved auditing skills of more than 143 internal auditors globally by designing and delivering global training, creating process for qualifying auditors, developing an internal auditor quarterly newsletter and implementing a global financial reward system.
• Closed all Corporate TL 9000 gaps prior to the external registration through the formulation of strategies to analyze TL 9000 requirements, identify gaps, and the development of agreed upon solutions to close those gaps cross-functionally.
Global Quality Systems Engineer ...
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