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Software Program Operations Business Manager in San Francisco Bay CA Resume Evelyn Axelrad Espinosa

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Software Program Operations Business Manager in San Francisco Bay CA Resume Evelyn Axelrad Espinosa Powered By Docstoc
					EVELYN AXELRAD-ESPINOSA, CSM                                                                     San Jose, CA 95118
                                                                                                Phone: 408-841-9922
                                                                                       evelyn.a.espinosa@gmail.com
                                                                         http://www.linkedin.com/in/evelynaespinosa


                         Business Operations Management, Consultant
     Start-Up – SaaS Implementations – Cross-functional Team Leadership – Certified ScrumMaster

 Over 10 years in Professional Services and Consulting with hands-on experience driving and managing cross-
 functional, rapidly changing, and resource constrained initiatives and SaaS implementations. Skilled facilitator,
 results driven, and passionate about client satisfaction and loyalty.
     Grew company from two to 136 employees in multiple US and SE Asia locations.
     Managed Marketing/Biz Dev, Data Analysts, Client Services, ISP Compliance, HR, and support staff.
     (Span of control 85.)
     Scaled operational infrastructure to track 16 million infringements per month and send 250k automated
     notices per day.
     Trusted first point of contact for six major accounts - Viacom, Paramount, DreamWorks, NBCUni, HBO
     and Turner.
     Managed high risk accounts and identified strategic solutions to reduce customer churn.
     Opened new market in SE Asia and signed six new clients during extended stays in Japan and Singapore.
     Coordinated all aspects of a 100-day client project documenting one Billion views of illegally posted videos
     leading to a highly visible lawsuit and development of new product line.

                                         AREAS OF EXPERTISE
    Business Operations Management       Issue Identification & Resolution   Business & Productivity Tools
    Program & Project Management         Sales, Marketing, Biz Dev           Communication & Interpersonal Skills
    Procedures, Process Analysis &       CRM, CS Management                  Training & Wiki Documentation
    Improvements                         Presentations, Demos                Int’l. & Domestic Travel
                                          PROFESSIONAL NARRATIVE

Business Services Consultant
Double E Consulting  San Jose, CA                                                         2009 –to- Present
Independent consulting providing project management with focus on cost reduction, automation of tasks, and
increase in productivity.
Major Achievements:
    Sourced and implemented web-based system for targeted customer contact; increased repeat sales by
    300%. Sourced and implemented web-based employee scheduling system, trained managers. Reduced
    over/under staffing incidents in high turn-over business.
    Created, implemented and maintained websites. Created social media marketing campaigns.

Chief Operating Officer                                                                                1999 - 2009
Consultant                                                                                             2009 - 2011
Corporate Secretary and Director                                                                       1999 - 2011
BayTSP (acquired by Irdeto)  Los Gatos, CA
Co-Founder for Start-up Company that sold Anti-Piracy and Business Intelligence services to on-line
entertainment and publishing markets world-wide to enable clients to identify where their intellectual property
was illegally distributed.
Major Achievements:
    Incorporated, prioritized client feedback and issues leading to functional enhancements, features, and bug
    fixes.
    Defined and managed cutting-edge program development by consulting on emerging technologies.
    Managed clients' strategic priorities, prepared proposals, monitored implementations, SLAs and adoption.
    Improved productivity and efficiency by defining metrics measuring quality of service delivery; documented
    tasks, refined processes.
    Sourced, modified, and implemented company-wide open source CRM system.
    EVELYN AXELRAD-ESPINOSA                         Phone: 408-841-9922                               Resume, Page 2

      Managed projects which augmented company service offerings and increased sales by 30% for five
      consecutive years.
      Coordinated local Law Enforcement in implementing company’s “KIDS” (Known Image Data System),
      designed to track child pornography distribution on the Internet. Recently resulted in over 20 high profile
      arrests in California.

Prior Experience
As the Computer Manager for the Palo Alto Police Department
    Gained national attention by spearheading development of an optical imaging system in a public-private
    partnership with Hewlett-Packard; increased availability of police reports to 24/7.
    Created report writing applications for laptops; increased officer on-street visibility by 50%.
    Sourced and implemented chain of crime evidence tracking with a bar code identification system.
    Managed seven person Support Services Division staff and two PD dedicated computer techs.
    Received City's prestigious "Light Bulb" award for innovation along with commendations by COP and
    officers for excellence in service.

                              ACADEMIC ACHIEVEMENTS & ADDITIONAL TRAINING

Bachelor of Science: University of San Francisco | Organizational Behavior
Certifications: SCRUM Alliance, Certified ScrumMaster.
Workshops/Seminars: APICS, MRP, QUERY, HP Sys Admin I.
Computer Proficiencies: Microsoft Office, MS Project, Visio, PowerPoint, Constant Contact, ACT!,
DreamWeaver, QuickBooks, Wiki, Bugzilla, V-Tiger CRM, Internet and productivity tools


                                                       OTHER
Native German speaker.
Sustainable Silicon Valley, Santa Clara, CA.
        Volunteer; Biz Dev; coordinate new member company introductions and sign up.
ProMatch, Sunnyvale, CA.
        Volunteer, Networking Team; managed team meetings and events; developed and facilitated
        workshops on "Social Media", new member mentor.
Team Manager for Toyota Atlantic race car team, SCCA and International Grand Prix circuits.



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DOCUMENT INFO
Description: Evelyn Axelrad Espinosa as a business operations management, consultant has over 10 years in professional services and consulting with hands on experience driving and managing cross-functional, rapidly changing, and resource constrained initiatives and SaaS implementations.