Transformational Change Agent with a proven track record of driving operational and technological improvements that boost competitiveness, efficiency, and customer-centric solutions. Expertise in leading high-impact initiatives across sales, logistics, customer service, IT, and software development to fuel growth and enhance both customer and employee experiences. Strategic problem-solver who proactively identifies challenges and capitalizes on opportunities. Skilled in driving organizational change using Lean startup principles and data insights, ensuring smooth adoption and minimizing risk. Trusted advisor to senior leadership and cross-functional teams, delivering innovative solutions to complex organizational challenges.
Overview
33
33
years of professional experience
1
1
Certification
Work History
Director, Process Transformation
Windstream Holdings, Inc.
Little Rock, AR
01.2016 - Current
Company Overview: Windstream is a leading communications and software provider with $5B annual revenue and 11,000+ employees.
Led transformation initiatives that enhanced operational efficiency and customer experience.
Spearheaded a company-wide innovation program, driving cultural change and advancing technology capabilities, including:
Consolidated multiple network inventory sources into a unified solution, streamlining sales, service delivery, and network support processes. Resulted in 10-20% cost savings and a 45% improvement in quote/order throughput.
Accelerated annual revenue by $1.4M and reduced delivery intervals by 30-60 days by optimizing the Quote-to-Cash process and improving systems integration.
Trialed and launched AI-driven coaching for Customer Service/CARE, resulting in an 18% time savings.
Enhanced SMB Sales quoting throughput by 36% via an optimized 'Quick-Quote' tool and process.
Reduced order fallout exceptions by 27% through LEAN process improvements.
Led the transformation of the Consumer segment, upgrading network speeds from 5MB to 200+MB, improving customer satisfaction and increasing market competitiveness.
Achieved 20% cost savings in equipment by developing a framework for network inventory lifecycle management, adopted across the company.
Led a frontline innovation initiative that contributed to Windstream’s ranking on Newsweek’s 'Top 100 Most Loved Workplaces' in 2021, improving fiber penetration rates by 50%.
Delivered an average $1.87M in annual benefits by leading cross-functional teams in implementing improvements that enhanced quality, reduced intervals, accelerated revenue, and lowered costs.
Windstream is a leading communications and software provider with $5B annual revenue and 11,000+ employees.
Senior Program Manager
Verizon Wireless
Little Rock, AR
01.2013 - 12.2015
Company Overview: Contributing to its growth as the largest U.S. wireless service provider.
Drove innovation in software development and process improvement for VZW’s Customer Service and CARE operations.
Managed the end-to-end process for bi-monthly Call Center Systems software releases, delivering system enhancements that reduced Average Handling Time (AHT) and improved customer experience and profitability.
Streamlined the Software Development Life Cycle (SDLC), increasing delivered functionality by 10-20%, cutting testing costs by 25%, and improving user satisfaction to 83% through automated regression testing.
Contributing to its growth as the largest U.S. wireless service provider.
IT Staff Manager
Verizon Wireless
Little Rock, AR
01.2009 - 12.2013
Key contributor to cross-functional IT reengineering initiatives, supporting executive leadership with strategic IT planning and management consulting.
Developed an enterprise-wide IT architectural 'Systems Blueprint' to align IT initiatives across diverse stakeholders and guide long-term architecture planning.
Led a multi-year initiative to reengineer the business analysis, estimation, and requirements-gathering functions across the 700-person IT organization, integrating Alltel’s best practices into VZW’s IT processes.
Spearheaded a large-scale IT offshoring initiative, saving ~$80M annually through successful RFP execution and business case development.
IT Solution Consultant
Alltel Corporation
Little Rock, AR
01.2004 - 12.2008
Led the translation of business objectives into IT scope and requirements, ensuring seamless alignment between business needs, IT solutions, and costs.
Developed a comprehensive, web-enabled Customer Service/CARE reference application.
Led multiple cross-functional improvement initiatives to optimize processes and enhance service delivery.
Recognized with a ‘Team Award’ in 2005 for contributions to Alltel’s entry into the online B2B market.
Finance / IT Product / Project Manager
Alltel Corporation
Little Rock, AR
01.1992 - 12.2004
Initially hired in finance, then transitioned to IT to lead development and management of Point-of-Sale, Collections, and Commissions functions for a new billing system.
<ul><li>Company Overview: Group Company of PUIG, Spain</li><li>Team Leadership & Process Excellence: Organised the transformation of the Finance & Accounts function, establishing performance-driven goals, and embedding a culture of accountability and continuous improvement. Drove operational efficiency through process redesigns, SOP implementation and optimal resource deployment, leading to measurable improvements in turnaround time and accuracy.</li><li>Strategic Partnering with CXOs: Acted as a key advisor to the CEO, CFO, and other CXOs on business planning, pricing strategies, and business model pivots to support scale-up and profitability. Contributed to investor communications with data-backed insights to enhance stakeholder confidence and secure strategic funding.</li><li>Cross-Functional & Global Stakeholder Management: Functioned as the strategic finance business partner to cross-functional heads and the PUIG global finance team, aligning local execution with global financial strategies and compliance requirements.</li><li>ERP Transformation & System Automation: Led end-to-end ERP reimplementation to address system gaps, enforce role-based controls, and automate core finance processes—resulting in enhanced data accuracy, faster reporting and improved internal controls.</li><li>Costing, Inventory & Profitability Optimization: Designed and implemented plant-level costing models to ensure accurate COGS determination. Improved inventory management across pricing, consumption tracking, and aging analysis—enabling better working capital control and cost efficiency.</li><li>Manufacturing Finance & Statutory Compliance: Supervised end-to-end accounting for manufacturing operations and ensured full statutory compliance.</li><li>Financial Reporting, MIS & Profitability Analytics: Delivered accurate and timely monthly MIS reports, including P&L, Balance Sheet and KPI dashboards with deep-dive variance analysis across stores, business verticals, and geographies. Supported board-level decision-making through insightful presentations on financial health and business performance.</li><li>Budgeting, Forecasting & Business Planning: Led the Annual Operating Plan (AOP) and rolling forecasts, ensuring alignment with strategic objectives and market dynamics. Monitored key financial metrics to enable business decisions and proactive cost management.</li><li>Statutory, Internal & Tax Audit Management: Finalized standalone and consolidated financials under Ind AS and IFRS, ensured timely group reporting and compliance with international standards. Delivered clean and timely closures of statutory, tax, and internal audits in coordination with Big 4 auditors. Strengthened audit readiness through pre-audit diagnostics and rectification of recurring control gaps.</li><li>Regulatory Compliance & Risk Management: Ensured end-to-end compliance which includes ROC, RBI, FEMA, Income Tax, GST, Transfer Pricing, DTAA, and Customs. Reviewed cross-border contracts and transactions to ensure arm’s length pricing, accurate TDS application, and proper documentation under Transfer Pricing regulations.</li><li>Commercial Negotiation & Contract Governance: Led commercial negotiations and structured deals with vendors and franchisees. Reviewed key business contracts to ensure financial viability, risk protection, and compliance with regulatory standards.</li><li>Treasury & External Commercial Borrowing (ECB): Managed fund planning and liquidity management including ECB drawdowns, bank negotiations, and interest optimization. Improved working capital cycles through proactive cash flow forecasting and receivables control.</li><li>Internal Controls & Governance Framework: Led organization-wide reviews of internal control systems, identified process gaps, and redesigned or implemented over 40 SOPs and IFCs. Established a governance structure for financial discipline, risk mitigation, and policy compliance across departments.</li></ul> at Kama Ayurveda Pvt. Ltd. & PUIG India Pvt. Ltd.<ul><li>Company Overview: Group Company of PUIG, Spain</li><li>Team Leadership & Process Excellence: Organised the transformation of the Finance & Accounts function, establishing performance-driven goals, and embedding a culture of accountability and continuous improvement. Drove operational efficiency through process redesigns, SOP implementation and optimal resource deployment, leading to measurable improvements in turnaround time and accuracy.</li><li>Strategic Partnering with CXOs: Acted as a key advisor to the CEO, CFO, and other CXOs on business planning, pricing strategies, and business model pivots to support scale-up and profitability. Contributed to investor communications with data-backed insights to enhance stakeholder confidence and secure strategic funding.</li><li>Cross-Functional & Global Stakeholder Management: Functioned as the strategic finance business partner to cross-functional heads and the PUIG global finance team, aligning local execution with global financial strategies and compliance requirements.</li><li>ERP Transformation & System Automation: Led end-to-end ERP reimplementation to address system gaps, enforce role-based controls, and automate core finance processes—resulting in enhanced data accuracy, faster reporting and improved internal controls.</li><li>Costing, Inventory & Profitability Optimization: Designed and implemented plant-level costing models to ensure accurate COGS determination. Improved inventory management across pricing, consumption tracking, and aging analysis—enabling better working capital control and cost efficiency.</li><li>Manufacturing Finance & Statutory Compliance: Supervised end-to-end accounting for manufacturing operations and ensured full statutory compliance.</li><li>Financial Reporting, MIS & Profitability Analytics: Delivered accurate and timely monthly MIS reports, including P&L, Balance Sheet and KPI dashboards with deep-dive variance analysis across stores, business verticals, and geographies. Supported board-level decision-making through insightful presentations on financial health and business performance.</li><li>Budgeting, Forecasting & Business Planning: Led the Annual Operating Plan (AOP) and rolling forecasts, ensuring alignment with strategic objectives and market dynamics. Monitored key financial metrics to enable business decisions and proactive cost management.</li><li>Statutory, Internal & Tax Audit Management: Finalized standalone and consolidated financials under Ind AS and IFRS, ensured timely group reporting and compliance with international standards. Delivered clean and timely closures of statutory, tax, and internal audits in coordination with Big 4 auditors. Strengthened audit readiness through pre-audit diagnostics and rectification of recurring control gaps.</li><li>Regulatory Compliance & Risk Management: Ensured end-to-end compliance which includes ROC, RBI, FEMA, Income Tax, GST, Transfer Pricing, DTAA, and Customs. Reviewed cross-border contracts and transactions to ensure arm’s length pricing, accurate TDS application, and proper documentation under Transfer Pricing regulations.</li><li>Commercial Negotiation & Contract Governance: Led commercial negotiations and structured deals with vendors and franchisees. Reviewed key business contracts to ensure financial viability, risk protection, and compliance with regulatory standards.</li><li>Treasury & External Commercial Borrowing (ECB): Managed fund planning and liquidity management including ECB drawdowns, bank negotiations, and interest optimization. Improved working capital cycles through proactive cash flow forecasting and receivables control.</li><li>Internal Controls & Governance Framework: Led organization-wide reviews of internal control systems, identified process gaps, and redesigned or implemented over 40 SOPs and IFCs. Established a governance structure for financial discipline, risk mitigation, and policy compliance across departments.</li></ul> at Kama Ayurveda Pvt. Ltd. & PUIG India Pvt. Ltd.
Director - GCC Operations, Transformation & Global Process Excellence at Voestalpine BW TechnologyDirector - GCC Operations, Transformation & Global Process Excellence at Voestalpine BW Technology
Director, Transformation Office – Integration and Business Process Optimization at IconexDirector, Transformation Office – Integration and Business Process Optimization at Iconex