Experiences at Source Results

Created & orchestrated enterprise strategies to rationalize & manage technology portfolio and reduce costs, collaborating with and influencing multiple IT organizations worldwide. Managing business operations, business development and technical infrastructure of the USA based collocation and the Joint Venture between the American operation and three pure VoIP international data centers. The venture provided inbound and outbound campaigns as well as back-office, data entry and IT development projects worldwide.
Selected Achievements
* Managed and collaborated on the design and implementation of a new, outsourced infrastructure and hosting solution, including a utility-based shared service model, multiple classes of application and disaster recovery, normalizing and rationalizing servers, data centers, network, and service management. Solution leveraged tiered storage, blade server, virtual machine, grid computing, and other state-of-the-art technologies.
* Directed the management of three offshore centers comprising of 600 agents and software engineers supporting tele-service campaigns and programming projects, exercising a minimum a quarterly case load and productivity increase of 25%, spanning over 18 months.
* Successfully built and implemented a leading international customer support team.
* Defined and executed internal SLA standards for internal SLM teams, spanning 3 international call and data centers.
* Successfully built and managed a world-class team of first and second level sales managers.
* Developed and expanded strategic business relationships working primarily at a "C" level.
* Negotiated multiple private label agreements for the use of teleCRM. The agreement's included:
* Training,
* Post-Sale Support, and
* Annual Maintenance.
* Established national and international relationships with corporations and key individuals consistently increasing sales and quality of service.
* Was the senior architect for the CRM product teleCRM. A horizontal CRM package designed to support the small the medium size sales environment....