KIMBERLY CALANDRA, MBA

10401 South Menard, #105

Oak Lawn, Illinois 60453
614-323-7434
kc103ce48@westpost.net
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OPERATIONS/VENDOR MANAGEMENT
Engagement management professional with a track record providing strategic plann
ing and tactical execution for operational directives, process development, vend
or management, CRM, and performance improvement.
Skilled in creating operating environments-domestic and international-that meet
clients' needs, provide robust customer-facing solutions, and operate with effic
iency and effectiveness. Avid monitor of performance metrics, quick to identify
trends requiring intervention and corrective actions to ensure achievement of cl
ient goals and objectives. History of cutting costs, increasing quality, capturi
ng revenue, and delivering quality service to the client and consumer. Forge str
ong and sustainable relationships at all levels of an organization.
Proven performance in the areas of:
* Outsourcing and off-shoring key operational functions and managing SLA complia
nce and performance.
* Coordinating project and process stakeholders to reflect engagement contracts
and clients' needs.
* Fueling contract development and negotiations to secure highly competitive rat
es and terms.
* Conducting internal investigations to identify and eradicate fraudulent activi
ties.
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PROFESSIONAL EXPERIENCE & ACHIEVEMENTS
IBM, Armonk, New York, 2004-2005 & 2006-present
Senior Consultant (2006-present); Project Manager (2004-2005)
Serve as the point person for all client-company interactions related to vendor
compliance, steering project management functions throughout the lifecycle from
establishment of the project office to execution of internal audits and document
ation of SLAs and compliance metrics. Designated as the U.S. Deputy Project Exec
utive, playing a key role in managing the relationship between IBM and the clien
t, driving full adherence to performance targets for a healthcare organization s
erviced from IBM's India-based call center. Prepare and produce performance metr
ic and financial tracking reports and submit timesheets and expense reports in a
timely manner. Excelled in prior projects with key global clients, working on a
large data administration and validation project, and a data analysis initiativ
e fueling resolution of an $8M contract dispute.
* Provided the data and detailed analysis used to resolve a vendor contract disp
ute, resulting in the capture of $8M+ in past due performance penalties to IBM;
secured $100K+ through implementation of 50+ client change requests, and $190K+
by auditing invoicing for contractual compliance and accuracy.
* Drove optimal profitability and revenue capture through implementation of cont
ract amendment and billing reconciliation processes, ensuring change requests we
re billed and vendor invoices were accurate.
* Increased Customer Executive Relationship Survey results from 7 to 9 points on
a 10-point scale, by providing high-quality support and proactively communicati
ng with client to overcome issues.
* Traveled internationally to review, assess, and document operational processes
, implementing corrective action plans and ensuring all documents and processes
were aligned with client requirements.
* Uncovered process improvement opportunities through review of existing practic
es and the identification of gaps; deployed processes and controls to mitigate p
erformance-impacting risks.
* Developed a productive schedule of meetings to review SLAs and SLOs with team
members, identify missed metrics, and proactively communicate corrective actions
to client.
UNITED ASSET COVERAGE INC., Naperville, Illinois, 2005-2006
Vendor Manager
Secured strategic partnerships with industry leading service providers to delive
r high quality and cost-effective telecom and data networking maintenance soluti
ons to clients. Identified potential partners, evaluated service offerings, and
negotiated the most competitive rates and terms with each vendor. Provided leade
rship and coaching to a team of 15 charged with processing and analyzing vendor
invoices to ensure accurate billing to the appropriate responsible party.
* Expanded the vendor network by 350% in fewer than 5 months-from 100 to 350+ ve
ndors-and secured 2 "Elite" partners, bolstering coverage for customers and stre
ngthening the UAC footprint.
* Collaborated with technology resources to develop an enhanced vendor search en
gine which provided for in-depth vendor analysis and the alignment of vendors wi
th specific customer needs.
SPRINT, Illinois & Kansas, 1997-2004
Compliance Manager (2003-2004)
Tasked with a special assignment to investigate and identify the root causes of
internal fraud within a call center with 1,100+ associates. Assessed risk factor
s, conducted informational interviews and interrogations, and worked 1:1 with 49
employees suspected of fraudulent activities.
* Identified $245K+ in fraudulent activity while auditing 680 noncompliant trans
actions; resulted in 109 employee fraud cases, 32 fraud-based terminations, 9 ex
onerations, and 8 corrective actions.
* Completed a 3-day seminar on interviewing and interrogation techniques through
John Reid and Associates, learning techniques in behavior symptom analysis and
the nine steps of interrogation.
Channel Manager (2000-2003)
Charged with hitting sales, market penetration, and revenue generation targets t
hrough the management of vendor telemarketing sales centers in Arizona and Flori
da. Grew 2 small sites with 50 employees into full-service call centers with 300
+ associates able to handle complex inquiries including billing and technical is
sues.
* Surpassed quota by 5%-capturing $13M in sales-increasing revenue 15% through t
he implementation of new marketing programs and training associates to effective
ly sell products and services.
* Selected to manage a third call center during a 3-month period while senior le
adership sought to recruit the talent to lead the call center permanently.
Customer Care Manager (1999-2000)
Hired, trained, and oversaw the performance of a 6-person team of analysts, work
ing in concert to execute operational changes to reduce costs, increase quality,
and improve performance. Held dotted-line accountability to 50 team members, fo
cusing in the areas of process improvement and change management.
* Thwarted overpayment of short-term disability and leave of absence benefits-cu
tting expenses $25K in 6 months-through development of a database which streamli
ned employee tracking processes.
* Cut hiring expenses and improved the quality of new team members by migrating
staffing functions from a vendor-driven to an in-house effort, increasing the ab
ility to influence processes and heighten controls.
Vendor Manager (1999); Project Manager (1997-1999)
As Vendor Manager, oversaw the administration of a $5M contract for the largest
Sprint PCS call center vendor handling 40% of all customer care volume. Negotiat
ed volume discounts, bundling capacities to reduce costs and optimize support pr
ovided by vendor sites in Utah and Ohio. Recruited, trained, and coached managem
ent staff to provide the leadership necessary to meet contractual goals and obje
ctives. As Project Manager, directed the expansion of a Utah-based customer care
call center to include a sales function.
* Identified noncompliance and enforced penalties when goals were missed, saving
Sprint thousands of dollars each month and providing the operational transparen
cy to fuel performance improvements.
* Played an integral role in expanding an inbound customer care program from 50
agents to a full-service center with 630 agents supporting consumer, business, a
nd data customers' sales and service needs.
* Supported pilot programs by providing critical feedback on program sustainabil
ity, effectiveness, and potential profitability.
Foundational experience gained as an Account Executive and Account Manager with
Utilicorp United, Inc.-an energy company operating electricity and natural gas d
istribution networks across the U.S., Canada, and U.K.-managing 4 vendor telemar
keting sales call centers and playing a significant role in vendor analysis and
management. (1995-1997)
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EDUCATION
SAINT XAVIER UNIVERSITY, Chicago, Illinois, 2010
MBA: Major in Business, Minor in Project Management
THE OHIO STATE UNIVERSITY, Columbus, Ohio, 1994
BS: Major in Environmental Communications