Summary
Overview
Work History
Education
Skills
Coursework
Languages
Affiliations
Certification
References
Timeline
Generic

Michelle Vitti

Lebanon,NJ

Summary

Dynamic and results-driven executive leader with proven experience in Professional Services known for high productivity and efficient task completion. Possess specialized skills in Project Management, client relationship building , and strategic planning. Excel in leadership, communication and problem-solving to deliver exceptional service and achieve organizational goals.

Overview

34
34
years of professional experience
1
1
Certification

Work History

Director of Professional Services

Genesys
Daly City, CA
01.2014 - Current
  • Effectively leading a team of high-performance Project Managers.
  • Regularly acknowledged by leadership for achieving top Net Promoter Scores.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with Clients, colleagues, and executive leadership.
  • Credited for elevating the professional services revenue by ~20 – 28 % year over year through team collaboration of improved product implementation processes and working closely with all team members to cross-sell/upsell services as well as other opportunities.
  • Recipient of multiple internal awards for outstanding performance and leadership as well as outstanding sales achievement.
  • Exceptional leadership skills, with the ability to manage and inspire a team of diverse Project Managers and team members across multiple regions globally.
  • Strong business acumen, with a data-driven approach to decision making and problem solving.
  • Led the Professional Services team in executing large-scale, complex projects.
  • Oversaw project delivery, ensuring it was completed on time, within budget, and to the highest quality standards.
  • Collaborated with Sales, Customer Success, Product, and Engineering teams to maximize client value from delivery.
  • Ensured team consistently provided timely responses to client needs.
  • Ensured alignment of PS team's goals with overall business objectives through collaboration with leadership.
  • Handled forecasting, budgeting, resource allocation and capacity planning.
  • Ensured team possessed skills and knowledge for exceptional service delivery.
  • Conducted regular performance reviews with direct reports to assess progress against goals and objectives.
  • Created a culture of continuous improvement by encouraging employees to identify opportunities for process optimization.
  • Resolved complex issues that arise during the course of a project while keeping stakeholders informed about progress.
  • Cultivated an environment that fosters collaboration and innovation among team members leading towards higher productivity levels and improved results overall.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.

Senior Regional Manager of Professional Services

Genesys
Daly City, CA
01.2008 - 01.2014
  • Directed the East region team for successful prem customer implementations.
  • Worked with Sales, Customer Success, Product and Engineering to optimize client value from service.
  • Lead, mentored and inspired my team of Project Managers to ensure that we consistently met the customers needs.
  • Played a crucial role in fostering accountability and achieving success.
  • Engaged in global cross-functional communication.
  • Oversaw operational aspects of the professional services team which included billable utilization, resource allocation, forecasting and budgeting.
  • Ensured successful project delivery from pre-sale to post-implementation stages.

Senior Client Services Manager

Symantec Software / Veritas
Mountainview, CA
01.2000 - 01.2008
  • Professional services sales overlay role where I collaborated directly with prospects, clients, direct sales, and partners to develop and sell professional services solutions, statements of work, with a quota.
  • Demonstrated proficiency in understanding client needs, and effectively positioning and promoting Symantec’s range of professional services offerings.
  • Managed accounts throughout project lifecycles, ensuring customer retention.
  • Developed collateral, presentations, and attended seminars and events for lead generation.
  • Exceeded the quota for 2007-2008 for the region. Achieved over 200% on a quota of $5M.
  • Achieved 104% in 2006-2007 on a quota of $4M.
  • Achieved 102% in 2005-2006 on a quota of $3.5M.

Technical Administrator / Delivery Management

Symantec Software / Veritas
Mountainview, CA
01.1999 - 01.2000
  • Oversaw consultant team of 15, tracking skillsets and billable utilization.
  • Ensured timely and on-budget project delivery, contributing to customer retention.
  • Maintained high levels of client satisfaction through effective management.
  • Coordinated service activities with sales, technical team and clients to meet goals.
  • Facilitated collaboration between teams and clients to accomplish and exceed targets.
  • Ensured that we had successful implementations and delighted our customers.

Administrator / Delivery Management

Informix Software
Menlo Park, CA
01.1997 - 01.1999
  • Oversaw client contracts and project scope.
  • Coordinated scheduling and time management.
  • Prepared reports on various projects for management review.
  • Created presentations using Microsoft PowerPoint for senior management team members.
  • Developed spreadsheets to track project progress, budgets and other related data.
  • Facilitated communication between departments to support project completion and goal achievement.

Multiple roles

Siemens Medical Systems
Iselin, NJ
01.1991 - 01.1996
  • I had four different jobs at Siemens. Note that each one was a promotion.
  • Financial Analyst 1995-1996
  • Division Business Administrator 1994 - 1995
  • Traffic Administrator 1993 - 1994
  • Bi-lingual Services Administrative Assistant 1991 - 1993

Education

William Paterson University
Wayne, New Jersey

Brookdale College
Lincroft, New Jersey

Skills

  • Strategic Planning & Execution
  • Team Leadership & Development
  • Cross-functional Collaboration
  • Stakeholder Relations
  • Change Management
  • Operational Efficiency
  • Negotiation & Conflict Resolution
  • P&L Accountability
  • Customer satisfaction
  • Employee coaching and mentoring
  • Teamwork and collaboration

Coursework

  • William Paterson University, Wayne, New Jersey
  • Brookdale College, Lincroft, New Jersey

Languages

German
Professional

Affiliations

  • Volunteer for Special Olympics

Certification

  • Microsoft Suite
  • Zoom / Teams / Webex
  • Google Suite
  • Tableau
  • ADP / Salesforce CRM
  • Confluence / Atlassian
  • Genesys Project
  • Workday

References

References available upon request.

Timeline

Director of Professional Services

Genesys
01.2014 - Current

Senior Regional Manager of Professional Services

Genesys
01.2008 - 01.2014

Senior Client Services Manager

Symantec Software / Veritas
01.2000 - 01.2008

Technical Administrator / Delivery Management

Symantec Software / Veritas
01.1999 - 01.2000

Administrator / Delivery Management

Informix Software
01.1997 - 01.1999

Multiple roles

Siemens Medical Systems
01.1991 - 01.1996

William Paterson University

Brookdale College

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Michelle Vitti