Frank R. Pardavila
Washington
Summary
Experienced Engagement Director with a strong background in developing and implementing strategic plans. Known for building lasting relationships, leveraging negotiation skills, fostering team collaboration and driving revenue growth. Demonstrated ability to lead cross-functional teams and manage client portfolios, resulting in improved customer engagement and satisfaction. Have made significant impact through the successful launch of new initiatives and platforms in previous roles.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Engagement Director, Professional Services
Genesys Cloud Services
Washington
01.2021 - Current
- Company Overview: Genesys is a customer experience (CX) and call center technology firm. www.genesys.com
- Define and execute engagement strategies for Genesys Strategic Enterprise Accounts that resulted in a measurable increase of 95% in customer satisfaction and loyalty, fostering long-term partnerships with enterprise clients.
- Coordinated with C-suite executives and key stakeholders to integrate service delivery into overall business strategy. Developed lasting relationships with Genesys' major accounts based on trust and respect.
- Lead new business development efforts, including impactful presentations and workshops, to identify and capitalize on growth opportunities. Most recently, the Genesys account grew by 500% in PS bookings, while exceeding revenue targets by 120%.
- Developed a new delivery model that improved Professional Services delivery time, increased bookings, and exceeded revenue targets. Implemented new reports to track team productivity and ensure each team member provided value-added work to customers.
- Translate complex CX Cloud customer needs into precise technical requirements and strategic roadmaps, ensuring alignment with desired business outcomes.
- Manage budgets and resources for multi-million-dollar client service projects to ensure timely and cost-effective delivery, and maximize profitability. Provide weekly and monthly internal status updates to senior management, while also providing financial and operational status updates during the quarterly Executive Customer Business Reviews.
- Oversee project operational compliance and risk mitigation, resolving complex challenges across diverse sectors.
- Serve as the primary executive liaison for key accounts, building and nurturing strong, long-lasting client relationships. While also managing stakeholder communication and expectation management throughout the project lifecycle, ensuring transparency and accountability.
- Drive services renewal and expansion by consistently aligning customer success with the professional services roadmap.
- Navigate extremely complex and highly dynamic political organizational structures, influencing cross-functional teams and managing competing priorities to secure project buy-in.
- Inspire, recruit, and mentor cross-functional teams, fostering a collaborative culture of excellence and empowering consultants to manage teams of 100 technical onshore and offshore resources.
- Direct and guide project staffing and resource scheduling, enhancing team capabilities through advanced SAFE Agile tools and methodologies.
- Conduct regular performance assessments to measure the impact of engagement strategies on team productivity and client satisfaction.
- Lead new business development efforts, including impactful presentations and workshops, to identify and capitalize on growth opportunities. Most recently, a key strategic Genesys account experienced a 500% growth in PS bookings, while exceeding revenue targets by 120%.
- Created an innovative Time and Material SOW template, aligning with the delivery model.
Managing Partner
FASC Consulting
Maryland
06.2019 - Current
- Company Overview: Management Consulting firm assisting customers with a variety of complex business and technical solutions.
- Successfully led the re-engineering of HR operations for multiple global 500 enterprise accounts, utilizing HRMIS systems such as Workday, PayCor, BambooHR, and Monday.com.
- Spearheaded the design and re-engineering efforts of Accounting operations for several Fortune 100 enterprise accounts, including Accounts Payable, Accounts Receivable, Month, Quarter, and Year-End Close, Procurement, and Supply Chain Management.
- Demonstrated expertise in leveraging ERP systems to reduce manual work, streamline processes, implement internal controls, and restructure operations for maximum efficiency.
- Implemented Oracle and SAP Procurement, AP, and AR modules for three Enterprise Finance Accounts, optimizing financial processes and increasing accuracy.
- Proven ability to identify opportunities for improvement, gather requirements, and lead cross-functional teams to achieve measurable business results.
- Management Consulting firm assisting customers with a variety of complex business and technical solutions.
Managing Partner
Global Management Professional Services, LLC
Florida
06.2017 - 04.2018
- Company Overview: Management Consulting firm assisting customers with a variety of complex business and technical solutions.
- Led internal control assessments and designed preventative and detective measures for IT General internal controls, ensuring compliance with industry standards and minimizing risk.
- Prepared Risk Control Matrices for key operational areas, including IT AppDev, AP, AR, Month, Quarter, and Year End, ensuring effective risk management and compliance with internal policies and regulations.
- Conducted external SOX audits, identified control deficiencies, and delivered actionable recommendations to management, resulting in improved financial reporting accuracy and compliance.
- Collaborated with cross-functional teams, including IT, finance, and operations, to implement and monitor control processes, ensuring consistency and accuracy across the organization.
- Developed and delivered training programs on internal controls and risk management to promote awareness and enhance compliance culture across the organization.
- Management Consulting firm assisting customers with a variety of complex business and technical solutions.
Director, FinTech
FTI Consulting
Florida
10.2015 - 06.2017
- Company Overview: Citrix Systems is a multinational technology company that specializes in providing digital workspace, networking, and cloud solutions.
- Successfully oversaw all accounting, financial planning, and analysis (FP&A) and human resources information systems (HRIS) systems, including new implementations/migrations, upgrades, and the finance service desk.
- Managed a diverse systems portfolio including Oracle, Concur, PeopleSoft HCM, and B2P Jaggaer, ensuring seamless integration and optimal performance.
- Developed and implemented comprehensive transformation strategies that streamlined processes, enhanced financial reporting, and drove operational efficiency, resulting in improved productivity and cost savings.
- Led a high-performing team of 50 systems analysts, architects, engineers, developers, scrum masters, project managers, and product owners, fostering a collaborative and results-driven environment.
- Demonstrated strong leadership skills by providing guidance, mentorship, and support to team members, resulting in increased job satisfaction and retention rates.
- Worked closely with cross-functional teams to identify business needs and provide innovative solutions, resulting in improved business outcomes and increased customer satisfaction.
- Citrix Systems is a multinational technology company that specializes in providing digital workspace, networking, and cloud solutions.
Minority Partner
Global Management Professional Services, LLC
02.2010 - 06.2017
Head of Global CX Transformation
Citrix
02.2014 - 01.2015
Director, Client Services & Delivery
RGP
07.2012 - 02.2014
Executive Director, Strategic IS Implementations
Washington Post
12.2009 - 07.2012
Senior Manager, Operational Excellence and GRC
Advanced Financial Solutions
05.2007 - 12.2009
Executive Director, GRC & Back Office Operations
Cross Country Healthcare
03.2007 - 05.2007
Education
MBA - Business Administration and Information Systems
The Johns Hopkins University
Baltimore05.2000
Bachelor of Arts - Political Science and International Relations
Mount Saint Mary's University
Emmitsburg, MD05.1995
Skills
- Engagement strategy
- Generative and agentic AI
AI technology solutions
Data-driven decision making - Artificial intelligence orchestration
- Contact Center Operations
- SAFe methodology
- Waterfall Delivery
- Customer Success Management
- Growth strategy development
Account cultivation techniques - SOW documentation expertise
- Customer experience
- Business development
- Service delivery
- Budget management
- Client relationship management
- Risk mitigation
- Cross-functional leadership
- Data analysis
Certification
- Certified Agile ScrumMaster and Product Owner, Washington Post, 2012
- ADKAR Certified, Citrix, 201
- Certified Lean Six Sigma Master Black Belt, Accenture, 2007
Personal Information
Title: Vice President of Professional Services
Other Jobs Roles
- Minority Partner, Global Management Professional Services, LLC, 02/2010, 06/2017
- Head of Global CX Transformation, Citrix, 02/2014, 01/2015
- Director, Client Services & Delivery, RGP, 07/2012, 02/2014
- Executive Director, Strategic IS Implementations, Washington Post, 12/2009, 07/2012
- Senior Manager, Operational Excellence and GRC, Advanced Financial Solutions, 05/2007, 12/2009
- Executive Director, GRC & Back Office Operations, Cross Country Healthcare, 03/2007, 05/2007
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
French
Limited
References
References available upon request.
Timeline
Engagement Director, Professional Services
Genesys Cloud Services
01.2021 - Current
Managing Partner
FASC Consulting
06.2019 - Current
Managing Partner
Global Management Professional Services, LLC
06.2017 - 04.2018
Director, FinTech
FTI Consulting
10.2015 - 06.2017
Head of Global CX Transformation
Citrix
02.2014 - 01.2015
Director, Client Services & Delivery
RGP
07.2012 - 02.2014
Minority Partner
Global Management Professional Services, LLC
02.2010 - 06.2017
Executive Director, Strategic IS Implementations
Washington Post
12.2009 - 07.2012
Senior Manager, Operational Excellence and GRC
Advanced Financial Solutions
05.2007 - 12.2009
Executive Director, GRC & Back Office Operations
Cross Country Healthcare
03.2007 - 05.2007
MBA - Business Administration and Information Systems
The Johns Hopkins University
Bachelor of Arts - Political Science and International Relations
Mount Saint Mary's University
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