Mary Aleman
Dallas,TX
Summary
Experienced people leader with over 20 years in multi-million-dollar operations, driving client-focused order integrity, fulfillment, and maximizing revenue efficiency. Skilled in building customer trust and loyalty, while empowering and developing high-performing teams through strong soft skills.
Overview
29
29
years of professional experience
Work History
Senior Operations Manager
Trellix LLC (formerly McAfee)
01.2006 - Current
- Develop and distribute comprehensive reporting analysis for revenue and SOX compliance solutions, improving operational efficiency and supporting enhanced risk management and security posture.
- Key contributor to Global SAP project implementations, involvement from initial scope designs and implementation flow to producing in excess of 1500 tested scripts.
- Led team of 100 in supporting initiatives w/ various company changes such as sale from McAfee to Intel Security & then carve out to Trellix.
- Maintained system integrity with virtually no downtime to customer through 3 major company immersions and 20 M&A additions.
- Spearheaded a company-wide order simplification project, streamlining the order process and enabling a 'no-touch' process for the offshore team. This initiative cut order cycle time by 30% and improved accuracy, resulting in a 25% reduction in errors, significantly boosting operational efficiency within six months.
- Develop and deliver key operational reports and dashboards monthly, enabling sales and executive leadership to make data-driven decisions. Successfully highlight metrics and KPIs that have improved performance tracking and supported strategic goals.
Corporate Account Manager
Regus Office Space
01.2003 - 01.2006
- Oversaw $1.2M+ in monthly collections for corporate Top 100 accounts, consistently exceeding recovery targets and reducing outstanding balances.
- Performed cash application, termination process and renewal contract functions.
- "Managed distribution of 100+ monthly sales leads, prepared tailored quotes, and served as liaison between customers, sales teams, vendors, and warehouse to ensure seamless execution of office space solutions."
- Worked directly with small business owners, healthcare administrators, and medical practice managers to present Regus’ corporate workspace solutions; researched and customized office options to meet complex requirements — e.g., securing HIPAA-compliant private offices across multiple Texas cities for a growing network of telehealth providers.
Call Center Manager
Telvista (formerly CompUSA
01.2001 - 01.2003
- Directed a team of 3 supervisors and 60+ employees. Trained 20+ agents on new marketing flyers and products on a weekly basis.
- Monitored call volume trends and optimized staffing schedules, improving service level compliance by 18% and reducing average wait times by 28%.
- Generated daily reports showing productivity, quality of scores, case number stats.
- Led monthly and quarterly meetings with customers and direct reports to align goals, improve communication, and drive team performance.
- Led full-cycle implementation of customer initiatives by defining scope, creating project plans and budgets, aligning cross-functional teams, and ensuring timely, cost-effective execution.
- Collaborated cross functionality to achieve 24x7 call center goals and initiatives.
- Managed all user acceptance testing for system integrations and new hire training, onboarding new employees per month, and developing training materials that resulted in reduced onboarding time by 20% through streamlined training programs.
Call Center Manager
PFSweb INC.
01.1996 - 01.2001
- Directed a team of 5 supervisors with 100+ employees.
- Managed the implementation of cooperates largest accounts consisting of IBM, Textronics, Lancome, American Eagle.
- Measured cost to serve and quality scores, presenting findings to management monthly/quarterly; implemented strategies that resulted in a 15% reduction in service costs and a 25% improvement in customer satisfaction scores.
- Participated in cross-functional sessions to identify and implement strategic customer service improvements, resulting in a 25% increase in customer satisfaction scores and a 20% reduction in service-related complaints.
- Led day-to-day execution of customer orders, tracking, billing, proof of delivery and returns.
Skills
- MS Office Suite
- Salesforce (SFDC)
- CPQ
- Google Mail
- Siebel
- Adobe
- IEX Workforce System
- Workday
- Rockwell
- Kronos
- Clarify
- TCS Workforce System
Timeline
Senior Operations Manager
Trellix LLC (formerly McAfee)
01.2006 - Current
Corporate Account Manager
Regus Office Space
01.2003 - 01.2006
Call Center Manager
Telvista (formerly CompUSA
01.2001 - 01.2003
Call Center Manager
PFSweb INC.
01.1996 - 01.2001
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