Business process development and improvement • Results-oriented senior customer operations director with over 15 years of experience driving systems and applications support and performance improvement initiatives for global leaders in telecom and healthcare industries • Dedicated project manager and technical leader with ability to influence, negotiate, and build strong relationships with staff and work groups at all levels, skillfully balancing a highly technical background with a strong business acumen • Resourceful and strategic business partner with track record of success initiating new programs and implementing process improvements resulting in company savings of over $1.5MM • Passionate team leader, mentor, and coach fully invested in employee engagement and career development successfully guiding and training up to 20 employees leading to over 10 promotions, three to associate director level