Nancy Stephens
Business Operations Manager
Granbury,TX
Summary
Reliable business professional with experience in project management, process improvement and financial analysis. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency.
Overview
19
19
years of professional experience
Work History
Business Operations Manager
NCR Corporation
02.2016 - 04.2024
- Oversaw Business Operations of Global Hospitality Professional Services generating $50M revenue per year
- Managed monthly financial forecasting as well as assisted in annual operating budget and plans for 120+ employees and 100 concurrent projects
- Deep-dive analysis of profitability, realized revenue rates, utilization/productivity/absorption metrics
- Subject matter expert for Professional Services Automation tool (PSA) in addition to driving improved practices
- Responsible for project initiation governance
- Served as liaison to field with any system updates, additions, practices, or problems
- Mitigated risks through meticulous planning and proactive identification of potential issues in operations.
- Created monthly dashboard for execute leadership to communicate metrics
- Addressed and improve process gaps and inefficiencies.
- Directed resource allocation, ensuring optimal utilization of personnel, equipment, and facilities in alignment with business goals.
- Assisted managers and staff with purchasing and corporate expense processing.
Account Manager
NCR Corporation
02.2013 - 02.2016
- Acted as single point of contact for client interactions and delivery of service components during the life cycle of the client
- Ensured delivery of support from implementation planning to post-implementation support and issue resolution
- Trained and/or coordinated training for all clients on suite of 20+ cloud-based software products
- Resolved issues across all functional and product areas
- Served as the liaison between the product and support teams
- Provided post Implementation consulting, support, and account reviews
- Set client expectations about policies, procedures, and ongoing updates
- Identified new sales opportunities within existing accounts to help clients achieve superior operational performance
- Maintained client retention by adopting the Net Promoter Management System that also helped to prioritize improvements.
Project Manager / Control Log
Pendum, Inc
01.2011 - 01.2012
- Managed large projects that included telecom equipment conversions, on-boarding/off-boarding services, & ATM vandalism
- Executed ATM equipment installations & bring lives
- Developed quality control process as the single point of contact for Sales, Operations, & Billing to review/approve any new orders for projects, equipment bring lives and sales, ATM locks and miscellaneous parts, and out of scope work totaling over $2M.
Relationship Manager
Pendum, Inc
01.2006 - 01.2009
- Developed relationships with top customers, leading to increased sales and trust in our products
- Analyzed customer invoice disputes and penalty reports resulting in saving the company $500K
- Initiated monthly customer reports to track service call history, determine chronic problems, and analyze trends
- Resolved issues with the cash loads, cash orders, frequency changes, or emergency cash request
- Managed large national projects including on-boarding/off-boarding services, surcharge increases, & decal additions
- System of record for customer ATM inventory.
Service Delivery Manager
Cardtronics, Inc
01.2005 - 01.2006
- Advocated on behalf of a portfolio of national accounts serviced by one of our three service vendors
- Managed a large team, including scheduling, training, discipline, & creating quarterly reviews for each
- Improved customer relations and satisfaction with key customers as well as service vendors
- Mediated escalations between service providers and upper management
- Maintained ATMs operational at a 98% uptime.
Education
Bachelor of Science in Agricultural Leadership & Development -
Texas A&M University
Skills
Strategic Planning
Project Management
Budgeting and forecasting
Infrastructure costs monitoring
Contract Administration
Accounting Principles
Presentation Skills
Conflict Mediation
Client Service
Data Analytics
Technology Business Skills
- 15+ years Client Facing Experience in ATM & Hospitality Operations
- Effective in Time Management, Delegation, Dispute Resolution, Revenue Analytics, & Inventory Control
- Managed Large Teams
- Able to excel individually, as a team member, or as a leader
Timeline
Business Operations Manager
NCR Corporation
02.2016 - 04.2024
Account Manager
NCR Corporation
02.2013 - 02.2016
Project Manager / Control Log
Pendum, Inc
01.2011 - 01.2012
Relationship Manager
Pendum, Inc
01.2006 - 01.2009
Service Delivery Manager
Cardtronics, Inc
01.2005 - 01.2006
Bachelor of Science in Agricultural Leadership & Development -
Texas A&M University