Summary
Overview
Work History
Education
Skills
Work Availability
Quote
Timeline
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Shirley Newton

Oakland,CA

Summary

As a quality-focused professional, I take the time to understand and develop effective solutions to meet clients' needs. A proven track record of guiding teams towards project milestones. Exceptional client relationship building skills have allowed for cultivate lasting partnerships. I am a highly motivated client service advocate with excellent interpersonal communication skills and specific expertise in IT system operations and transactional systems. I am an adaptive self-starter who is well-versed in software and hardware support within a managed service environment. Demonstrated leadership abilities through successfully managing of large portfolio accounts and cross-functional teams on complex operational and project initiatives. As a tireless service delivery manager, I am committed to providing solutions that promote business opportunities and build strong client relationships.

Overview

17
17
years of professional experience

Work History

Ready to Wear Client Advisor

Brunello Cucinelli
San Francisco, CA
05.2022 - Current
  • Elevated sales figures and customer contentment by offering tailored service that catered to individual preferences.
  • Delivered exemplary, professional service and guidance to clients, fostering loyalty, satisfaction, and bolstering sales.
  • Embodied the brand's essence as an ambassador, consistently upholding a high standard of professionalism in communication, attitude, ethics, and collaborative efforts.
  • Managed and maintained a robust clientele database and records through a CRM system.
  • Teamed up with colleagues and management to fortify overall client service standards and optimize store operations.
  • Adapted to market trends and campaigns, proactively evolving business strategies to remain in sync with changing dynamics.
  • Collected data to fuel potential client expansion, resulting in heightened overall sales and exceeding key performance indicators (KPIs).
  • Demonstrated effective clienteling skills to surpass sales goals, nurturing a client base that catered to the business's evolving demands.
  • Accomplished a track record of consistently achieving monthly sales targets.
  • Led CRM initiatives for the San Francisco store, taking charge of effective customer relationship management endeavors.

Principal Consultant

ALIVIA SIMONE
Oakland, CA
01.2013 - Current
  • In the role of Principal, my core responsibilities revolved around assessing a wide range of organizational systems to pinpoint challenges in workflow, communication, and resource utilization.
  • My efforts resulted in the national retailing of apparel through renowned establishments such as Nordstrom and Barneys New York, and our work was recognized through features in Italian Vogue Bambini and Essence magazine.
  • I spearheaded the development of a brand vision for the website and the seamless integration of e-commerce platforms catering to both B2B and B2C segments. This involved crafting compelling website and product marketing strategies to enhance brand visibility and drive user traffic. I also oversaw the integration of EDI systems and social media platforms, enhancing overall brand engagement.
  • Additionally, I orchestrated an effective marketing strategy and promotions, including active participation in the New York Kids fashion week, fostering significant brand exposure and engagement opportunities.

Director, IT Infrastructure

CIBC
Toronto, ON
04.2007 - 07.2012
  • Acting as the primary point of contact for infrastructure within World Markets, Sales and Trading, I reported directly to the Senior Director of World Market Technology.
  • In close collaboration with the VP of World Markets, Sales and Trading for portfolios encompassing Canadian Equities, Foreign Exchange, and Fixed Income, I played a crucial role in delivering cutting-edge technology solutions. This included providing technology support for pre-trading analysis, facilitating trading execution for clients, and overseeing post-trade activities such as risk management, allocations, reporting, and system connectivity.
  • I skillfully managed a team of 5 direct reports, offering guidance in the development of technology solutions while establishing a bi-directional intake pipeline in conjunction with Technology and Operations.
  • My contributions extended to shaping operational business strategies, ensuring the optimal utilization of CIBC's technology and resources to achieve objectives.
  • Serving as the singular point of contact for technology infrastructure service integrity and service level management, I maintained a cohesive approach to service delivery.
  • By carefully assessing priorities and aligning them with the needs of both Technology & Operations and our business partners, I set forth long-term objectives that served as a foundation for our endeavors.
  • I expertly orchestrated the integration of requirements from new business partners into our overarching plans, effectively preparing for their inclusion in our long-term strategies.

Sr. Service Delivery Manager

CIBC
Toronto, ON
05.2006 - 04.2007
  • In my role as a Senior Manager within the Infrastructure Prime team at CIBC for Mortgage, Lending, and Insurance, my main responsibility encompassed end-to-end delivery of Infrastructure services. I leveraged the capabilities of CIBC's Technology Infrastructure to provide solutions that were flexible, accountable, and cost-effective, resulting in improved service delivery times.
  • Collaborating closely with the line of business, I took the initiative to develop a single point of contact for technology Infrastructure service integrity and management delivery. This allowed for streamlined communication and enhanced service level management.
  • By assessing the needs of both Technology & Operations and our business partners, I determined priorities and established long-term objectives. I successfully integrated the requirements of new business partners into our overarching strategy, operational processes, and procedures.
  • To ensure optimal coordination across business lines and to avoid redundancy, I adopted a comprehensive approach to strategic coordination. This approach minimizes duplication of efforts and promotes efficiency.
  • Actively identifying opportunities where technology could add value to the business, I proactively communicated these prospects to the IT and business communities. This helped to bridge the gap between technology and business objectives.
  • I maintained a strong awareness of enterprise business initiatives, various lines of business, and technological trends. Leveraging the capabilities of Technology Infrastructure, I facilitated the delivery of tangible business value to our partners in the line of business.
  • Through effective project management, I successfully oversaw major initiatives and deliverables for the Line of Business. This involved negotiating service level agreements with vendors and service providers and diligently monitoring performance against these agreements.
  • My role extended to developing, implementing, and monitoring new projects and services. This required careful management to ensure on-time delivery within budget constraints, all while keeping stakeholders informed about progress.
  • Delegating appropriate responsibilities and authority, I held overall accountability for the team. To support capacity planning, I evaluated personnel workloads and oversaw onboarding processes, providing educational resources on service delivery policies.
  • Promoting the exchange of information and ideas, I established and maintained a robust communication network with Technology & Operations and business partners.
  • I meticulously defined, documented, measured, and reviewed operational processes and procedures. This ongoing evaluation aimed to identify opportunities for cost improvements.
  • Demonstrating a commitment to security and safety, I upheld a high level of physical security for technology and processing environments.
  • Driving Change Management principles and processes, I facilitated incident management and notification. Additionally, I managed the transition of incident management to Global Operations.
  • Championing stabilization efforts, I identified gaps and recommended corrective solutions to enhance the quality of service and processes within Mortgage technology, operations, and infrastructure.
  • I successfully delivered a scorecard for infrastructure project requirements, adhering to the defined IT Intake process and ensuring engagement as needed. Notably, all milestones were achieved within an aggressive implementation schedule, without any disruption to existing services.
  • In recognition of my accomplishments, I received the Individual Achiever Award in Q1 of 2007.

Education

Certificate in Programming - Computer Programming

Seneca College
Toronto, Canada

Some College (No Degree) - Computer Science

Bournville College
Bournville, Birmingham, UK

Skills

● Service Level Agreement (SLA) Management
● Incident and Problem Resolution
● Continuous Service Improvement
● Team Leadership and Development
● Process and Procedure Optimization
● Stakeholder Communication and Engagement
● Vendor Management
● Change Management
● Quality Assurance and Control
● Performance Metrics Analysis
● Root Cause Analysis
● Cross-Functional Collaboration

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

“Advice is like snow; the softer it falls, the longer it dwells upon, and the deeper it sinks into the mind.”

Timeline

Ready to Wear Client Advisor

Brunello Cucinelli
05.2022 - Current

Principal Consultant

ALIVIA SIMONE
01.2013 - Current

Director, IT Infrastructure

CIBC
04.2007 - 07.2012

Sr. Service Delivery Manager

CIBC
05.2006 - 04.2007

Certificate in Programming - Computer Programming

Seneca College

Some College (No Degree) - Computer Science

Bournville College
Shirley Newton