Vice President Resume
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Resume:
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Senior IT executive with + years’ expertise in:
Turnaround Management, Process Improvement, P & L, Budget Management, Retail Planning, Staff Management, Strategic Planning, Change Management, Vendor Relations, Technical Knowledge
Leading development of large-scale software solutions through extensive management expertise and strong technical knowledge, ensuring positive corporate growth and customer satisfaction.
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HIGHLIGHT OF ACCOMPLISHMENTS
Division Management: Directed billing that generated $.B in annual revenue. Processed million usage records per day and generated , bills per night. (Qwest/U S WEST)
Project Management: Led $M project to replace DTMF Interactive Voice Response (IVR) with speech response IVR on account management. Ensured seamless transition for million customers. (T-Mobile)
P & L: Reduced postage expenditure by millions of dollars by bringing % of residential bills to one ounce or less. Implemented change across states in just ten months. (Qwest/U S WEST)
Process Improvement: Brought division from % to % projects delivered on time with quality in just four years. (T-Mobile)
Retail Planning: Implemented payment kiosks in busiest retail stores allowing customer self-directed on-site bill pay freeing retail associates to achieve increased sales. (T-Mobile)
Technical Knowledge: Led $M web development and web redesign for TMobile.com and MyTMobile.com (T-Mobile)
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EMPLOYMENT SUMMARY
T-Mobile USA
Bellevue, WA
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Promoted through senior management positions for U.S. division of $B international telecommunications provider Deutsche Telekom.
Vice-President,
Software Development –
Lead software development for U.S. division with million customers and , staff. Implement software solutions for billing and retail sales systems, activations, and points of sale. Direct software architecture. Manage $M budget. Manage staff and contractors. Provide activation services for all corporate sales. Develop and maintain close vendor relations for hardware, software and staff augmentation. Directed an average of ongoing, large-scale projects.
* Directed $M project to implement new web-based point of sale system.
* Achieved significant % improvement in completed self-directed service calls by customers with implementation of new speech IVR system.
* Controlled billing release times and improved software development processes by implementing release bundling and implementations.
* Managed changes and installations for retail stores. Maintained strong ties to retail field.
* Improved competitiveness with other leading wireless providers with website redesign. Increased ecommerce participation from % to % in self-directed online sales and pre-sales activities.
Director,Software Development –
Managed software development and implementation of retail sales systems for U.S. division with million clients. Responsible for retail commissions and all statistical reporting systems, including point of sale, retail customer account management, and activations. Developed and maintained vendor relations for hardware, software and staff augmentation. Managed development team of .
* Implemented customer account management system in all major retail store locations, including Target and Wal-Mart. Allowed limited access to client data at point of sale.
* Achieved significant savings by decreasing dependency on contract employment firms and restaffing organization with full-time staff. Ensured continuity on projects and increased efficiency.
* Analyzed and met needs of retail sites through participatory design and documentation of requirements on functional and technical specifications.
* Developed strong knowledge of retail processes. Earned retail certification. Participated in quarterly store visits to observe retail systems and learn new products.
* Achieved significant improvement in software development and retail sales system implementation.
* Identified as one of the top ten leaders at T-Mobile Management Challenge. Determined solutions to increase wireless use and decrease use of land lines.
Qwest/U S WEST
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Promoted through positions of increasing responsibility over career with
U S WEST and Qwest. Qwest, a $B telecommunications carrier, acquired U S WEST in .
Senior Director/Vice-President, Bellevue, WA
Billing Information Technology –
Led billing information technology. Led + staff. Led software development for five independent billing systems for end users, resellers, and wholesalers. Provided bill inquiry capability for , corporate users and clients. Led effort to make all billing systems YK compliant.
* Led $M contract negotiations to build a new billing system for U S WEST.
* Brought organization to Capability Maturity Model (CMM) level in just one year.
* Delivered an average of , hours of system change annually.
* Won highest performance-based honor at US WEST, President’s Club, two consecutive years.
* Achieved dramatic increase in efficiency with cross-trained streamline team to speed processing of short projects. Won Andersen Consulting QVS Leadership Award.
Senior Director, Bellevue, WA
Accounts Processing –
Managed all computing systems and databases to support accounts side of billing systems. Ensured accurate and complete billing for million customers.
* Saved $M by offshoring work of FTEs requiring use of outdated computer languages.
* Achieved three-day turnaround on all billing for million customers. Achieved complete turnaround from having bills as much as six days late to meeting all billing date goals.
* Led and implemented project to change from letter-sized bill to landscape, front and back bill. Created proprietary code to query page length and change fonts and spaces accordingly.
* Changed , lines of code in three months for federal information availability requirements.
* Averted significant compromise of client data with immediate action to reclaim misprinted bills.
Director, Bellevue, WA
Western Billing –
Led billing for Western Region of U.S., five million customers. Managed eight managers and staff. Developed partnership with vendors providing staff augmentation, hardware and software. Delivered new software releases every eight weeks.
* Saved $M by reducing staff by FTEs while maintaining high quality and service level agreements. Found new positions for all staff.
* Managed nation’s first area code split impacting two million customers. Located all customers within area code, determined geographical location, and changed accounts accordingly.
* Modified application software and changed databases to allow calls to be recognized with either old or new area codes for first four months. Migrated those accounts to new area code after four months.
Senior Operations Manager Denver, CO
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Directed turnaround of operations for Denver location. Worked closely with management team to resolve issues. Achieved repeatable processes for all operations division functions. Implemented checklist system to create accountability.
* Achieved complete turnaround of operations division. Went from seven missed commitments daily to meeting all commitments.
* Improved all service levels. Achieved significant improvement in morale with incentive program.
Senior Manager, Denver, CO
Usage Software Development –
Led transition for usage software development group from Old Mountain Bell to U S WEST. Managed staff. Ensured strong change management. Implemented weekly staff meetings to review projects and create accountability.
* Saved one million lost messages. Located and duplicated backup tape used for billing.
* Brought group from hours of work per release to , hours of work per release.
Senior Manager Bellevue, WA
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Formed project management study group. Developed three teams of twelve project managers.
* Developed cross-IT project management group that became corporate standard.
* Improved software quality and eliminated duplication of effort with project management groups.
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PROFESSIONAL TRAINING
Dale Carnegie
Large Team Management Training
CMM Training
Staff Management Training
Project Management Training
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