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yyyyyy x. yyyyyy
0000 xxxxxx xxxx , xxxx , xxxxx 00000
telephone: (xxx-xxx-xxxx
e-mail: abc@xyz.com
results-driven leader eager to contribute extensive administrative, business operations, customer relations/service, and team-building skills toward actively supporting the employer in optimizing operational performance.
areas of expertise
service/product management
team & operations leadership
strategy development
packaging & pricing services
relationship-building
process improvements
field services
project management
financial & business analysis
system & applications implementation
professional experience
avaya inc., denver, colorado, 2000 to present
professional services sr. manager, avaya global services, consulting & system integration, 2006 to present
play a lead role in formulating strategies to maximize revenue growth, and support existing and new csi (consulting & system integration) product/services releases.
resourcefully collaborate with sales personnel and customer base to understand market demand and provide education on csi services.
field readiness sr. manager, avaya global services, field services, 2006
applied dynamic leadership talents to supervise, motivate and manage personnel throughout new product introduction, training/certification and repair engineering areas.
consistently monitored and ensured field readiness for all product launches by overseeing technician capability, process, tools, spare parts and repair capability.
strategically coordinated and steered field services to maximize product and service support, playing an instrumental role in driving revenue growth and facilitating quality customer relationships.
captured $2m in savings by expertly driving engineering support for product repair and refurbishment.
spearheaded training and development of 1500+ field personnel nationwide with full accountability for $2.2m budget and certification procedures.
business operations sr. manager, spd product house/gms service house, operations, 2004 to 2006
planned, guided, and supervised design and deployment of business operations structure for start-up endeavor within fortune 500 company.
successfully streamlined oss/bss architecture in collaboration with 3rd party vendors/integrators.
exercised outstanding forecasting and expense tracking expertise to effectively administer $1.5m budget, and championed initiatives to generate $1.1m in recurring revenue over 6-month period.
led business operations team in securing $5.5m in opex deals for 2005.
product / operations manager, crm product house, operations, 2001 to 2004
pivotal player in global business transformation project featuring sap 4.6 and siebel 7.5 upgrades.
exhibited strong interpersonal skills in cooperating with system integrator, it, sales, customer care, services, supply chain, and pricing to determine material design and utilization within siebel and sap.
conducted data analysis to create requirements for new product strategy implementation.
maximized revenue growth and reduced overhead costs by simplifying configuration and pricing structure of crm products.
continued
yyyyyy x. yyyyyy ~ page 2 of 2
professional experience continued
service solutions manager, service business management, contact center services, 2000 to 2001
employed solid organizational strengths to seamlessly orchestrate and oversee global services needs on new and existing software product releases.
penetrated new marketshare by assembling and initiating crm professional services offers within inbound and outbound call center.
thoroughly documented service offer details for internal communication including description, value proposition and pricing.
reinforced operational readiness by working closely with order entry and billing departments.
planned, analyzed and created aggressive product and services strategy with product managers.
lucent technologies, denver, colorado; weiterstadt, germany, 1998 to 2000
management associate, lucent crm professional services (pso), enterprise networks
actively participated on siebel implementation, e-business, and financial architecture teams by analyzing and providing material master and legacy reports, defining financial mapping structure, and providing consulting expertise on system utilization and implications.
minimized overhead and recouped unrecognized revenue by instituting new material (code) master business model for pso.
directly managed evaluation, implementation, and administration of international sap conversion for professional services.
diligently ensured cohesive efforts among developers, offer implementation team, design managers, pricing administration and shops engineers.
represented pso business as international offer manager for crm central and predictive dialer solution; leveraged exceptional analytical abilities to determine feasibility of international service rollout and resource availability/readiness.
expedited business operations within pso by creating and introducing tracking solution which precisely measured team results.
earlier experience:
lucent technologies, weiterstadt, germany; denver, colorado:
assistant to netcare professional services director of emea
marketing analyst, management services organization
project & property management
education
bachelor s degree in communications, moody bible institute, chicago, illinois
business and finance studies, kingston university, kingston, england
awarded distinction (highest honors)
higher national diploma (hnd) in technology and business
practical product management course; working with development course, pragmatic marketing inc.
languages
bilingual c german and english
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