Operations Manager
Growth Strategy ~ Client Management ~ Executive Insight
High-impact Finance Operations Professional possessing strong ability to identify initiatives and facilitate action-driven plans to support corporate growth and objectives. Over 13 years of expertise and a proven record of driving business and strategic operations, identifying and implementing process improvements and sustaining revenue gains while capturing cost reductions. Effective in the management of critical and ongoing projects, with a background in supporting internal and external stakeholders, achieving efficiency using in-depth reporting, streamlining operations and applying industry best practices. Enthusiastic when approaching organization-wide challenges from many angles and utilizing financial expertise to deliver effective solutions through collaborative management and leadership initiatives. Earned reputation for designing tools for greater efficiency and profitability and communicating ideas through cross-functional teams to implement strategies and plans, ensuring adherence to corporate goals and strategy.
Sr. Sales Operations Analyst/ Strategy & Sales Operations Manager2016-Present
Support North America Sales Management and Account Executives through analysis and reporting; including maintaining the weekly sales forecast and sales quota attainment. Create and present sales KPI’s for executive staff members. Provide sales professionals with presentations and reporting needs.
Created SFDC reporting used for validation efforts, resulting in the 8+ hours/week saved
Collaborating to establish customer health, renewal, and churn reporting for Sales
Developed key forecasting accuracy and commit analysis KPI’s for Sales
Established template for Sales QBR’s now used in all territories
MICROSTRATEGY INC., TYSON’S CORNER, VA
FINANCE OPERATIONS MANAGER
Served as primary point of contact for Customer Success Operations reporting and issues: data integrity, system management, revenue management, and Ad-Hoc Requests. Provide financial leadership, business consultation, and analytical and decision support to senior management team from a financial and renewal perspective.
Key Highlights of Position:
Directed renewal reporting in 2 systems for 17,000+ opportunities; total contracts valued at $280MM+/year
Managed team of 6 international renewal analysts and 1 operations analyst
Planned and executed customer retention campaigns to maintain and improve client-business relationships
Reviewed new license deal structures with head of Sales and CFO on a weekly basis
Developed process improvements, enhancing quote generation efficiency
WORLDWIDE MAINTAINENCE OPERATIONS MANAGER
Supervised and increased effectiveness and efficiency of operational technical support renewal processes, policies, and reporting needs. Played critical role in development and support of business requirements for the implementation of Saleforce.com for the newly formed Customer Success team. Planned corporate global strategy, delegating authority to implement new policies and practices while overseeing Customer Success operations. Monitored organizational growth and reported to global management leadership.
Key Highlights of Position:
Created and implemented reporting dashboards in associated with the Director of Maintenance Operations, which was, in turn, used by the Executive and Sales Management teams
Created reporting methodology for “active customer” definitions used for SEC 10k filing
Decreased processing time of year-end bonus calculation by 50%
LEAD & LATAM WORLDWIDE MAINTANANCE ANALYST
Managed Latin American maintenance renewal business, while serving as primary internal liaison for all renewal operational needs. Identified project requirements, analyzed operations and determined and documented results. Maintained systems by researching and resolving problems and maintaining system integrity and security. Utilized statistical analysis to develop practical solutions and advise decision makers on appropriate courses of action.
Key Highlights of Position:
Increased adoption of multi-year commitment program by clients in LATAM
Collaborated with information systems department to develop internal exception opportunity reporting for renewal and field sales employees
Developed annualized renewal ranking report
MAINTANANCE ANALYST/SENIOR MAINTANANCE ANALYST
Developed requirements and metrics for all renewal reporting needs in new internal systems. Worked with payroll and sales operations to process the monthly commission & quarterly bonus payments for renewals for sales managers and executives. Prepared ongoing reporting and maintenance of KPI's, supporting schedules and analyses in support of deliverables.
Key Highlights of Positon:
Developed requirements for implementation of the new maintenance opportunity portal, assisting the VP of worldwide software maintenance and the information systems department
Prepared training materials for worldwide maintenance team members and renewal management team
Wrote and published portal user guides with the manager of software maintenance
Developed maintenance renewal report template with software maintenance manager
NATIONAL MASSAGE THERAPY INSTITUTE, FALLS CHURCH, VA 2007
DIRECTOR OF STUDENT ACCOUNTS/FINANCIAL AID DIRECTOR
Developed account records and reports for all active and prospect students in campus system. Established payment plans and monitored the collection and reconciliation process of all student payments. Developed, implemented and revised policies and procedures to ensure compliance with federal and state laws, regulations and organizational policies related to financial aid and scholarships.
Key Highlights of Position:
Established new payment plan guidelines for active and outstanding student debts
Decreased outstanding A/R by 50% within first month of service
Reestablished ability to offer Title IV and student loans through collaboration with
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