CareerBuilder, Sr Manager, Product Development
January 2011 - September 2012, Atlanta, GA, United States
Utilize adeptness and experience in executing agile product development methodologies and in leading team toward design, development, and implementation of product lifecycle for e-commerce and B2B solutions. Display excellent leadership capabilities in managing multiple projects producing tangible results toward faster business growth.
§ Chosen to oversee $20M four-month trial contract for the Department of Defense, delivering technical platforms, specialized service, and business consultation.
§ Played a leadership role in directing a team of product managers, software engineers, and agile program manager while overseeing 23 experimental products aligning project road-maps between teams and driving technical requirements to support the business generating $11.3M in start-up revenue.
§ Substantially minimized cost and department expenses by implementing supplier scorecard, managing vendor contracts as a value-added reseller of learning content and career services platforms, and spearheading software development life cycle of the Scrum process.
CareerBuilder, Sr Manager, North America Operations
July 2008 - January 2011, Atlanta, GA, United States
Directly managed a team of 19 employees and 1 performance leader supporting 200 recruiting business units and 35 Canada enterprise operations in delivering key performance indicators, training, and performance reviews for 4,813 accounts. Performed well in managing finances, business processes, and vendor relationships for 23 products as a value added reseller developing and designing platform as a service which include balanced scorecard, business intelligence initiatives, client segmentation with service differentiation, and social media management. Conceptualized client segmentation strategy, platinum program, and customer satisfaction surveys relating strategic objectives with long-term targets and annual budgets.
§ Established a reputation for effectively managing team that supported sales reaching $147M revenue target through ongoing training and client support while reducing account spoilage of $5M by designing sales demonstration process.
Successfully maximized customer satisfaction Net Promoter Score by 33.52% in 6 months to 91.3% NPS.
§ Drastically boosted productivity by 38% and created internal and client performance dashboard portals with key performance indicators by revamping manual customer reporting and building automated subscription process.
§ Decreased cost center expenses by $50K year-over-year through strategic scheduling and reduced overtime.
Delta Air Lines, Division Manager, Performance Management and Measurement
January 2006 - June 2008, Atlanta, Georgia, United States
Optimized productivity to achieve the highest score for Delta Air Lines – ranking 2nd place with J.D. Powers & Associates – by leading a brand management customer service event for more than 16,800 personnel, which supported customer service efficiency through correlating performance metrics and integrated service monitoring. Supervised 859 managers in delivering key performance indicators, employee scorecards, and dashboard reports for 20,000 suppliers and 16,000 staff. Capitalized on global customer service operations by leading performance oversight and quality assurance for 209 franchise operations.
§ Substantially reduced expenses $2.1M year-over-year through strategic negotiations of 2 separate brand uniform contracts for 24,000 cross-divisional staff.
§ Achieved and exceeded revenue of $3M and decreased contract costs by $1M within 6 months of rolling out Delta’s first pay-for-performance SLAs with 92 contractors and 29 vendors.
§ Effectively restructured corporate efficiency while maximizing both accountability and productivity by planning, establishing business case for, and earning executive support of policy changes projected to generate $27.1 M per year.