Marie Glinka
Westhampton,NY
Summary
Experienced Executive with a track record of success across wide range of industries. Possesses exceptional interpersonal, problem-solving and analytical skills to provide advice and expertise to client organizations improving business performance. Experienced in all aspects of operations and strategy.
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
43
43
years of professional experience
1
1
Certification
Work History
Consultant
Independent
01.2023 - Current
- Analyzed problematic areas to provide recommendations and solutions to business owner as well as management teams.
- Evaluated customer needs and feedback to drive product and service improvements to meet established revenue targets.
- Created and developed work plans to achieve peak seasonal business priorities.
- Liaised with management, office and field team to better understand customer needs and recommend appropriate solutions.
- Implemented practices and procedures to reduce expenditures and increase savings at same time growing business.
- Worked in conjunction with business owner on developing succession plan for their respective business.
Director of Services and Change Management
Tortorella Group
09.2012 - 01.2023
- Participated in high-level change management strategic planning, incorporating input from key stakeholders and external factors.
- Accountable for day to day operations for three of four divisions for Tortorella Group- Service, Heating/Gas and Autochem. Ensured annual revenue targets of $13 million were attained year over year at same time reducing expenses.
- Partner with Company owner and CFO in implementing business strategies on increasing revenue and effectively targeting new markets as identified.
- Led team in identifying new software vendor, designing cross divisional CRM application; captured detailed business requirements, coordinated testing with end users and phased roll out of application to end users.
- Accountable for establishing annual pricing for three divisions, annual communication to clients, review and updating client contracts with appropriate terms and conditions at beginning of each season.
- Continually evaluated business processes with management team to develop and implement improvements to reduce expenses, client retention.
- Responsible for determining annual staffing needs, ensuring managers have trained personnel in place for start of season.
- Partnered with Recruiting and Training on new hire business needs, updating or developing job descriptions as required. Identifying best methods for recruitment.
- Developed and implemented remote plan within two days to support pandemic in 2000. As result were able to keep all three divisions functioning during peak period of our business remaining transparent to clients.
- Lead in creation of development plans with management team on their their career growth as well as high potential employees. Ensuring we were building bench strength for key positions.
Director, Customer Support Serv.&Change Mgmt
Pitney Bowes
04.2008 - 02.2012
- Initiated continuous process improvements to increase customer satisfaction and streamline business processes resulting in attaining annual budget reduction targets.
- Determined roles, responsibilities and skill requirements for new organization structure.
- Managed daily operations while overseeing multiple locations both onshore and off-shore to foster increased productivity.
- Oversaw and completed numerous cross functional enhancements in billing, service and new product offerings.
- Managed business initiatives and process improvements for customer service support business owners along with their operating applications. This includes managing staff, capturing and documenting business requirements, coordinating all aspects of acceptance testing for new or enhanced functionality.
- Identified and implemented streamlined processes that improved customer experience , provided better controls, metrics and reduced transaction time and costs.
- Standardized training materials and formats within customer support centers to ensure consistent level of quality as it relates to process changes or system enhancements. Consulted with training, when required and conducted learning sessions for business owners on any new enhancements.
- Partnered with home office and call center management to right size outsourcing initiatives and leverage best practices.
- Developed strategies to gain alignment between key stakeholders and senior leaders.
- Leveraged key communication messages, materials across all projects to build understanding and buy-in throughout organization.
Director Business Integration
Pitney Bowes
02.2002 - 03.2008
- Re-engineered customer and accounts receivable business processes and translated into SAP systems application requirements.
- Created, executed user acceptance test cases for applicable business processes.
- Guided the creation of step by step work instructions for SAP transactions for end users.
- Oversaw the conversion of over 4.6 million customer accounts and over $100 million account receivable records from legacy applications to SAP.
- Managed the rollout and implementation of new customer and accounts receivable applications to over 1,100 end users.
- Identified key root cause system, operational defects and re-engineered processes for Finance Shared Services business owners for North America.
- Successfully completed a 9 month transition of accounts receivable and lease operations processes with no impact to customer satisfaction or financial business results.
- Ensured a seamless end to end integration with existing applications or acquiring systems for all strategic acquisitions.
- Partnered with SAP executives on developing a leasing prototype for be implemented with our sales and call enter personnel.
National Billing Director
Pitney Bowes
05.2000 - 01.2002
- Directed billing support activities for rental, leasing portfolios valued at $3 billion while maintaining 5% delinquency rate.
- Managed staff of 3 directors, 15 managers and 1100 account reps on shore and off shore.
- Successfully managed migration of strategic and federal government accounts from home office operation to field location with no impact to delinquency.
- Oversaw training of account representatives, management staff to support multi year transition of collection accountabilities.
- Developed annual staffing levels and strategies to meet ongoing budget reductions.
- Promoted career planning process for direct reports and ensured ongoing professional development,
- Reviewed escalated billing issues to ensure closed loop communications with client within established corporate guidelines.
- Mentored, coached staff and management resulting in achieving key business results in portfolio management.
Manager Business Operations
Pitney Bowes
02.1988 - 04.2000
Administrative Manager, Sales & Serv. District
Pitney Bowes
09.1986 - 01.1988
Region Analyst
Pitney Bowes
03.1981 - 08.1986
Education
Bachelor of Arts - Economics
London School of Economics
London EnglandBachelor of Arts - Economics
Marymount College
Tarrytown, NY05.1980
Skills
- Cost Analysis
- Management Coaching
- Process Improvement
- Change Management
- Team Leadership & Development
- Requirements Gathering
- Business Planning
- Operations Analysis
Certification
Six Sigma Yellow Belt Certification
Pitney Bowes Management and HR Training
Project Management for Pitney Bowes
Timeline
Consultant
Independent
01.2023 - Current
Director of Services and Change Management
Tortorella Group
09.2012 - 01.2023
Director, Customer Support Serv.&Change Mgmt
Pitney Bowes
04.2008 - 02.2012
Director Business Integration
Pitney Bowes
02.2002 - 03.2008
National Billing Director
Pitney Bowes
05.2000 - 01.2002
Manager Business Operations
Pitney Bowes
02.1988 - 04.2000
Administrative Manager, Sales & Serv. District
Pitney Bowes
09.1986 - 01.1988
Region Analyst
Pitney Bowes
03.1981 - 08.1986
Bachelor of Arts - Economics
London School of Economics
Bachelor of Arts - Economics
Marymount College