Jessica McCormick
Oklahoma City,OK
Summary
Forward-thinking Senior Manager skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of successfully leading cross-functional teams to accomplish challenging objectives. Pursuing new professional opportunities with a growth-oriented company.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Global Services Senior Manager
Avaya Telecommunications
01.2018 - Current
- Responsible for 10 direct reports that support for technician dispatch and material orders, field processes, payroll, and administrative responsibilities in NAR
- Owned 18-month transformation from legacy dispatch tools to Salesforce Field Services application
- Led testing for integration with SAP, Siebel, eProject, ServiceNow, Control Tower, and Mavenlink.
- Presented project updates to executive leadership on behalf of Global Services
- Serve as a liaison with IT counterparts to facilitate process improvement
- One of two US-based managers selected for Talent Exchange Program
- Spent 5 months in Galway, Ireland collaborating with IT and Product Development teams
- Nominated for exclusive Women’s Leadership Development Program
- Created cross-functional global team of senior leaders from Backbone, CAP, Service Desk, and Managed Services to improve customer experience
- Recommended and implemented successful strategies to reduce field expenses.
- Designated business continuity lead for US field operations.
- Led improvement initiatives to advance operational efficiencies and increase revenue.
Operations Manager
Avaya Telecommunications
01.2015 - 01.2018
- Led organization of 24 employees for US and Canada that supports entire North American region of 350+ field technicians
- Collaborate with multiple business unit leaders globally, including backbone, service desk, field, IT, and parts logistics teams
- Responsible for analyzing field and dispatch KPIs and adjusting areas of focus as needed
- Oversee all operations of call center including performance management, payroll, customer support, workforce reorganization, and labor relations.
- Introduced new methods, practices, and systems to reduce turnaround time.
Inside Service Manager
Avaya Telecommunications
01.2008 - 01.2015
- Provide region support for 150+ field technicians and service coordinators while maximizing efficiencies in technician and material dispatch to customer sites
- Led 18 direct reports in unionized environment, responsible for: employee performance, monthly reviews, performance improvement plans, grievance process, terminations, payroll submission and audits
- Streamlined processes in preparation for ISO 9000 and Sarbanes Oxley audits
- Fostered employee development as lead for Alliance program by consulting with external trainers to develop customized courses specific to organizational needs and employee skill set
- Created and improved dispatch processes for more efficient workflows, then trained and implemented processes with 30+ employees
- Taught new employee orientation and training for represented employees and managers.
Logistics Manager
Saddle Creek Corporation
01.2008 - 08.2008
- Rotational manager for warehousing and transportation
- Worked with major accounts such as Phillip Morris, Sams Club, and Gallo
- Observed operations and gained better understanding of 3PL warehousing processes and inventory control
- Gathered data to determine transportation costs and provide recommendations to transportation director.
Management Intern
Avaya Telecommunications
05.2004 - 08.2004
- Gained exposure to unionized environment from management perspective
- Audited company records to ensure compliance with Sarbanes Oxley
- Gathered and tracked data inputs to improve scheduling system from 32% to 58% accuracy in four months.
Education
Master of Business Administration -
University of Oklahoma
Oklahoma City, OK07.2016
Bachelor of Business Administration - Management
University of Oklahoma
Norman, OK12.2007
Diploma of Professional Studies -
University of Central England
Birmingham, England01.2007
Skills
- Good Judgment
- Managing Operations and Efficiency
- Cross-functional Team Coordination
- Logistics support services
- Process Improvement
- Teamwork and Collaboration
- Operations Management
- Interpersonal Relations
- Change Management
- Documentation And Reporting
Certification
Green Belt in Lean/Six Sigma, University of Oklahoma, Norman, OK, 10/2007
Other Activities Interests
- Board Serve – United Way
- Junior League OKC
- Delta Sigma Pi – Business Fraternity
- Areawide Aging Agency: Board Member
References
References available upon request.
Timeline
Global Services Senior Manager
Avaya Telecommunications
01.2018 - Current
Operations Manager
Avaya Telecommunications
01.2015 - 01.2018
Logistics Manager
Saddle Creek Corporation
01.2008 - 08.2008
Inside Service Manager
Avaya Telecommunications
01.2008 - 01.2015
Management Intern
Avaya Telecommunications
05.2004 - 08.2004
Master of Business Administration -
University of Oklahoma
Bachelor of Business Administration - Management
University of Oklahoma
Diploma of Professional Studies -
University of Central England