Resume: Services & Operations Executive

Learn – Lead – Build – Restore

High performance Services and Operations executive with extensive Management, Change Leadership and Operations expertise gained through 14 years with large consultancies, start-up technology companies and multi-national software conglomerates.  Through multiple acquisitions led the integration of companies toward a more customer focused cross-functional standard across the Customer Support, Product Development, Product Management and Professional Services organizations.  Experienced across energy/utility environments including independent power producers, wholesale and retail energy marketers and regulated utilities.    Demonstrable  history of achievement as a leader in software and services delivery.

 

KEY AREAS OF EXPERTISE

  • Merger/Acquisition Integrations
  • Team Building and Leadership Development
  • Infrastructure and Operations Build Out & Management
  • Process Improvement and Best Practices
  • Global Customer Support Infrastructure
  • Financial Planning and Budgeting
  • Customer Escalation and Conflict Resolution
  • Proactive Customer Relationship Management
  • Strategy Development and Execution

EMPLOYMENT HISTORY

Ventyx, an ABB Company
Houston, TX

Senior Director – Customer Support
December 2010- December 2011

  • Directed Customer Support activity in nine Ventyx Centers of Excellence (COEs) for all products in the world’s broadest suite of utility-specific software systems, including:
    • more than 400,000 Asset Management users in more than 40 countries
    • more than 400 SCADA and power applications control room installations worldwide
    • more than 100,000 licensed mobile workforce management users worldwide
    • the largest market share of worldwide energy analytics solutions users
  • Oversaw 120 staff across six cities within US, Australia and Canada with indirect responsibility for customers and staff in Europe.
  • Responsible for supporting and retaining $100M+ maintenance portfolio servicing over 600 customers, including:
    • Asset Management & Equipment Reliability
    • Customer Management
    • Energy Portfolio Management
    • Mobile Workforce Management
    • Network Management
    • Business Intelligence
    • Custom Solutions
  • Critical point of contact in resolution of escalated issues with key customers.
  • Aggressive agent of change in a series of reorganizations and restructuring initiatives, integrating legacy company support organizations and leading the reverse integration of ABB Network Management into the Ventyx software support model.

Director – Customer Support, Energy Portfolio Management
August 2009 – December 2010

  • Led the integration of three acquired companies support organizations into a single, cohesive operational structure with common processes, tools and customer experience.
  • Directed customer support activities for the Energy Portfolio Management product suite, including functional and technical troubleshooting, issue resolution and executive escalation.
  • Developed, implemented and managed client support processes in order to efficiently deliver exceptional service to achieve maximum client retention.
  • Performed trend analysis to identify service opportunities for existing clients and drove the solicitation and collection of regular client feedback through surveys, user groups and personal interaction.
  • Managed client satisfaction, service level and performance target reporting and developed/refined internal processes to maximize productivity, accuracy, and timeliness.
  • Worked with other department leads to organize, coordinate and facilitate customer contact including customer support issues, software implementation schedules, client training, new software features and new products.

 

The Structure Group
Houston, TX

Senior Manager – Customer Support, nMarket Suite
January 2008 – August 2009

  • Directed all customer support activities for the nMarket product suite, an integrated, bid-to-bill solution supporting regional energy markets (ISOs/RTOs) for every operational North American power market.
  • Supported functional and technical troubleshooting, issue resolution and executive escalation.
  • Coordinated with nMarket and customer executives to develop, implement and manage client support processes in order to efficiently deliver exceptional service to achieve maximum client retention.

Consulting Manager
April 1999 –  December 2007

  • Customer, Project & Staff Management – ensured on-time deliverables within budget
  • Delivered systems, business process & training solutions to client satisfaction
  • Ensured delivery according to company initiatives, processes and methodology
  • Conducted presentations and delivered materials to project stakeholders and executives

Andersen Consulting (Accenture)
Atlanta, GA

Analyst                                                                                                                               January 1998 – April 1999

 

EDUCATION

Bachelors of Business Administration – Mississippi State University

Cum Laude

 

PROFESSIONAL DEVELOPMENT, CERTIFICATIONS & AWARDS

 

  • Pragmatic Marketing Certified
  • Ventyx Sales University
  • SalesFX Solution Selling
  • American Management Association – Developing Executive Leadership
  • The Leaders Institute – Fearless Presentations
  • SkillPath – Total Customer Service
  • SkillPath – Sparking Innovation and Creativity
  • SkillPath – Conflict Resolution and Confrontation Management
  • Oxford Princeton Energy Programme, Energy Risk Management

    

    

  • Structure Impact Player Award
  • Structure Core Values Stewardship Award