Denise "Nadine" Schwartz Resume Presentaion

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Denise "Nadine" Schwartz Resume Presentaion

  1. 1. Denise Schwartz May 2008
  2. 2. Professional Summary <ul><li>An experienced IT executive with breadth of 15 years of professional experience in the following key areas: </li></ul><ul><li>Contact Center Management </li></ul><ul><li>SaaS (Software as a Service) </li></ul><ul><li>Program Management </li></ul><ul><li>Global Consulting Practice Management </li></ul><ul><li>Business Architecture and Process Management </li></ul><ul><li>Business Development / Account Planning </li></ul><ul><li>Contact Center and Information Risk Mgmt. </li></ul><ul><li>I.T Audit. And Portfolio Management </li></ul><ul><li>Strategic Planning & Sourcing Management  </li></ul><ul><li>Ms Schwartz is a Senior Program Manager with Microsoft Corp. Her areas of expertise include Global Practice Development, Portfolio Management, SaaS Software as a Service, Contact Center Management, Global I.T. Operations, and Risk Management Advisory. Ms Schwartz has held a number of major leadership positions during her career in which she served as a Management Consultant for fortune 100 companies. </li></ul><ul><li>Leadership strengths include ability to develop relationship for large complex technology sales and effectively organize teams and departments for delivery management; Capability to cut across functional and technical boundaries to achieve project goals; lead by example and effectively utilize hands on management style in project delivery; has successfully navigated widely varying company cultures and organizational structures during engagement experiences, utilizing Best Practices and ITIL and MOF compliance to improve efficiency. </li></ul><ul><li>. </li></ul>
  3. 3. <ul><li>Implemented centralize mission critical applications reporting frame work and optimized resolution process with ITIL / MOF implementation. </li></ul><ul><li>Improved NSAT across all Global Contact Centers (from 87% to 95%) </li></ul><ul><li>Improved project delivery for Microsoft Global projects by implementing In-flight check frame work for key (SAAS, CRM and ERP) projects. </li></ul><ul><li>Managed I.T audits for Disaster Recovery clients and managed all projects above margin with highest client satisfaction </li></ul>Professional Accomplishments
  4. 4. <ul><li>Operations management, and contact center management </li></ul><ul><li>Customer engagement management and practice development </li></ul><ul><li>Provided strategic leadership to global contact centers by maintaining high levels of partner satisfaction </li></ul><ul><li>SAAS engagement management </li></ul><ul><li>IT Performance / Risk Measurement, Security policies, procedures analysis & strategy with risk mitigation </li></ul><ul><li>Business Process Re-engineering process advisory </li></ul><ul><li>for Six Sigma / ITIL/ MOF process driven SDLC environment </li></ul>Professional Accomplishments
  5. 5. Professional Engagement Experience <ul><li>Microsoft Corporation </li></ul><ul><li>Washington Mutual </li></ul><ul><li>SonicCare </li></ul>
  6. 6. <ul><li>Engagement Sectors: </li></ul><ul><li>Software Development </li></ul><ul><li>Consulting Services </li></ul><ul><li>eCommerce </li></ul><ul><li>Financial Services / High-tech </li></ul><ul><li>Expertise Domains: </li></ul><ul><li>BPM Business Process Management </li></ul><ul><li>CRM / Contact Center Management Business Continuity Mgmt. </li></ul><ul><li>Business Development and Account Planning / Management </li></ul><ul><li>Information Risk Management and Business Architecture Advisory </li></ul><ul><li>Compliance and ITIL / MOF Process optimization </li></ul><ul><li>Business Continuity Mgmt. (BCM) / Business Continuity Planning (BCP) </li></ul>Engagements Summary & Industry Experience

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