GLOBAL STRATEGY & EXECUTION PROFESSIONAL

Results-focused and dynamic professional commanding more than 15 years of progre

ssive success aiding companies in developing and executing strategies on interna
tional level. Possess additional experience in facilitating virtual learning pro
grams and courses. Thoroughly and skillfully review business plans and build eff
ective business models. Adaptable manager who thrives in competitive, fast-paced
environments. Work well independently or within team environments. Expertise:
International Business * Change Management * Business Development * Strategic Pl
anning * Performance Management * Training & Development * Contract Negotiations
* Quality Assurance * Customer Service * Procurement * Strategy Execution * Ven
dor Relations * Operations Management Consulting * Project & Program Management
* Merchandising * Outsourcing * Market Analysis * Process Improvement * Virtual
Employee Management
PROFESSIONAL TRACK
Total Systems Services, Inc. (TSYS) * Columbus, Georgia 2003-Present
$1.5B 3rd-party electronic payment processor, with services in 80+ countries and
8,000 employees.
Director, Learning & Development (2007-Present)
Administer all aspects of Learning & Development organization, including control
ling $2.5M budget, supervising 12 direct reports, and overseeing 50 employees in
Scholars Program. Manage corporate TSYS University; program consists of 300+ co
urses supporting 8,000 team members. Direct performance management processes and
systems, which includes talent management, mentoring, and diversity programs.
* Created cutting-edge leadership development program linking management and st
rategy execution, resulting in significant shifts and transformational change; r
equested to present at conferences and to outside groups regarding program metho
ds.
* Developed and launched TSYS University, with focus on increasing efficiency a
nd productivity of employees; result has led to boost in client and team member
surveys.
* Conceptualized new performance management process, linking merit and performa
nce together; directed RFP and contract negotiations to identify and implement e
nterprise technology platform.
* Saved company $80K to $100K annually by creating Scholars Program to fill gap
s in training resources.
Director, Client Advisor Group (2003-2007)
Supervised team of consultants. Managed projects on-site, interacting with clien
t management teams regularly. Controlled several internal concurrent projects ar
ound Six Sigma Green Belt process, including business partnering and consulting
initiative.
* Produced significant revenues for TSYS through directing major components of c
onversion activities on behalf of clients; clients were located across Ireland,
Netherlands, and Connecticut; projects included certification bank testing, issu
e resolution, UA testing, and command center management.
* Generated additional revenue through cross selling of consulting services to c
lients
eSylvan, Inc. * Baltimore, Maryland 2000-2003
Online technology start-up presence for Sylvan Learning Centers.
Director of Operations (2001-2003)
Controlled daily educational services operations and quality assurance functions
 while managing customer and technical support operations and product developmen
t. Oversaw 200+ staff nationwide. Guided technical support managers. Led custome
r on-boarding and orientation processes.
* Reduced costs 46% and expanded capacity by devising virtual model and allowin
g staff across different states to work from home; received Sylvan Corporate Lea
dership Award for project.
* Increased retention and customer value via incentive programs, including rewa
rds and loyalty programs; identified unique ways to support technical issues.
* Bolstered efficiency of technical and customer support by combining roles at
level 1 and reserving highly skilled experts for level 2 roles; created business
case and implemented knowledge management tool for customers to self-help and p
rovide step-by-step guidance for technical support.
* Decreased costs 50% over 2-year period by instituting chat function in websit
e that allowed technical representatives to interact with multiple customers con
currently.
Operations Manager (2000-2001)
Directed facilitation and documentation of business process definition and desig
n prior to company launch. Defined business work processes and policies. Created
and managed quality assurance department to test in-house products. Performed b
eta tests and reviewed results.
* Facilitated decisions and policy discussions to improve business operations;
developed documentation to provide guidance and consistency for all groups prior
to company launch.
* Ensured new proprietary virtual classroom was launched successfully utilizing
VoIP and with limited software defects; ensured equipment was properly sourced
and shipped to realize excellent customer experience and survey results.
KPMG Consulting * McLean, Virginia 1999
Big 5 consulting firm with offices globally; now Bearing Point.
Team Assistant, Global Consulting Solutions
Played key role on $38M knowledge management methodology project; interviewed SM
Es and developed work process to support consistent level of service in engageme
nts. Developed budget and financial models for management of project.
Walt Disney Company (Asia-Pacific Limited), Disney Trading Division * Hong Kong
1995-1998
Asian buying office of Walt Disney Company; factory direct sourcing to bypass im
porters and wholesalers.
Assistant Merchandise Manager, Hardlines Division (1996-1998)
Successfully appointed to manage special initiatives to grow European and Japane
se retail business areas. Worked with hardline buyers worldwide to create produc
t development synergies; Sourced various products across Thailand, Malaysia, Tai
wan, Singapore, Hong Kong, and China.
Senior Merchandiser, Timepieces (1995-1996)
Directed 3 reports in sourcing, developing, and shipping of watch and clock prod
ucts around the world. Evaluated vendors and negotiated pricing and product qual
ity. Collaborated with diverse group of international buyers driving down costs
and increasing revenue; handled products for Disney theme parks, stores, promoti
onal products, catalogs, and collectibles. Created sourcing strategies worldwide
.

Silcon Electronics Company Limited * Hong Kong 1993-1995

Chinese owned watch, clock and electronics manufacturer selling to European and
North American clients
Marketing Manager, Watch Division
Managed product development, sales, and marketing, working with clients worldwid
e. Directed team of 5 individuals, including watch production line prioritizati
on and inventory.
ACADEMIC / COMMUNITY CREDENTIALS
Master of Business Administration: Georgetown University
Bachelor of Arts, International Business/International Politics: St. Andrews Pre
sbyterian College
Development Dimensions International (DDI), Certified Facilitator
Greater Columbus Georgia Young Professionals, Founding Board of Directors
American Cancer Society Leadership Council, Columbus, Georgia Board of Directors
Columbus State University Women's Conference, Planning Committee and Advisory Bo
ard