Description
ACCOMPLISHMENTS Helped grow customer acquisition and retention for NCR Secure Payments and Cloud Services business driving a 100% revenue increase by redefining key performance indicators, renegotiating service level agreements, and applying new technologies and processes to meet or exceed expectations. Created new revenue streams for NCR Secure Payments and Cloud Services by introducing big data and enable customers' access to business information to support their decision making process. Gained competitive advantage for the NCR Secure Payments and Cloud Services division. Outsourced service desk and levels 1 and 2 support, which reduced operational expenses and focused on uniqueness of the business. Reduced operational costs 30% for NCR Secure Payments and Cloud Services division. Structured ROI analysis on each product proposal and global positioning. Designed new system to accurately track expenditures and profitability. Increased IT performance worldwide for St. Jude Medical. Lead effort to develop cloud-based globally distributed deployment strategy for services. Enhanced reliability, resiliency, availability, total up-time and flexibility. Reduced St. Jude Medical CRM Division operating expenses 40% the first year and 68% the second year by developing and implementing cloud strategies, modifying assets assignment strategy and streamlining processes. Negotiated service level agreements (SLAs) with critical customers for St. Jude Medical. Defined key performance indicators (KPIs), service level compliance and metrics. Increased efficiency for St. Jude Medical CRM Division. Segmented customer base and created distinct levels of product and service offers to meet business needs while reducing company footprint. Incubated R&D efforts to support large-scale business operations and leveraged cloud technologies to enable digital transformation balancing time to market and functionality with security and compliance in regulated medical and healthcare industries. Builder and Mentor of high performing teams, developing a positive working culture and exciting and highly diversified working environment with different levels of stakeholders leveraging the communication process to reach common understanding.
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