Dec 2020 – Jun 2022 · 1 yr 6 mos · Dallas-Fort Worth Metroplex, Remote

Jan 2017 – Jan 2020 · 3 yrs

• Led Development and Database teams
• Established secondary Development team in India
• Supported PCI audit and GDPR effort
• Reduced Sev2 and Sev3 defects in 2019 by 43% and 33% respectively
• Executive sponsor on migration to new JIRA platform with integration to SalesForce.com (SFDC)
• Manage customer escalations
• Top 2 box score on employee satisfaction survey
• Creates high performance and collaborative work teams 4.2 on scale of 5
• Security supported PCI audit and GDPR compliance

Jan 2015 – Jan 2017 · 2 yrs

• Responsible for global product support
• Centers in United States, Uruguay, Poland, and Philippines
• Led a global site manager team and our service delivery for our reseller program
• Developed and managed annual $10m+ operating budget
• Key stakeholder in planning and execution of reorganization resulting in $1.8m annual savings
• Executive sponsor in the selection and conversion from Foglight to UserReply (customer experience
• analytics software solutions)
• Worked with leadership team to create and then measure against KPI’s
• Participated in contract deal reviews as service delivery stakeholder
• Customer Satisfaction score 94.4% rating in top 2 box rating
• Employee Satisfaction scores
• Employees feel they have the opportunity to improve their skills 82% which is 17% above company
• average of 68%
• Manager inspires high performance through their leadership 92% which is 23% above company
• average of 69%

Jan 2012 – Jan 2015 · 3 yrs

• Managed 20+ global site managers located in Australia, India, England, United States and Uruguay
• Instrumental in shifting the paradox from being a cost center to revenue generating
• Responsible for delivering global implementations and configuration management services
• Supported conversion from Remedy to Salesforce.com CRM tool
• Opened support center in Asia Pacific region to support regional needs and a follow-the-sun global
• support model

Jan 2004 – Jan 2012 · 8 yrs

• Led 30 seat support center supporting on-line booking tool
• Corporate customers and Airline customers
• Managed customer escalations
• Partnership with operations team
• Managed relocation from Irving, TX to Southlake, TX

Jan 1983 – Jan 2004 · 21 yrs

• Manager, Airline Solutions Product Support
• Responsible for 7 X 24 product support desk with a $1.2M operating budget
• Developed 2002, 2003 and 2004 operation and capital budgets
• Managed and developed a staff of 13
• Global customer base of external and internal customers
• Implemented support for US Airways on over 20 applications
• Facilitated 33 seat call center office relocation and migration to new ACD system
• Implemented Seibel CRM solution
• Prepared, staffed and managed Y2K support command center
• Manned Post 9/11 command center with local law enforcement and FBI
• Obtain “Call Center Manager” certification from Call Center 2000 in 2001
• Project Manager, National Account Sales and Service
• Acting Manager, National Accounts Installations July 1996 - October 1996
• Created and presented 1994, 1995 and 1996 sales plan and operating budgets for department.
• Tracked spending of $30m operating budget; tracked sales against plan
• Managed facilities for team
• Responsible for AgencyDataSystem (ADS) sales, including proposals, presentations/demos, contract
• negotiations and customer service
• Acting Customer Service Manager for seven months
• Responsible for servicing of four national accounts
• Managed and developed 9 Account Executives
• National Account Installation Coordinator Agency DataSystems (ADS) Accounting System
• Instituted National Account program for ADS Operations
• Coordinated initial European ADS installations
• Conducted site surveys and managed equipment shipments
• Developed and implemented ADS system repossession procedures
• Sr. Hardware Support Specialist
• Supported ADS hardware both by phone and on-site
• Responsible for system upgrades, hardware additions and site relocations
• ADS Telephone Support Specialist
• Provided telephone support of ADS software package to travel agencies