S HAUNA R IELY (206) 226-2266 · shauna.riely@gmail.com
S ALES & S ERVICE D ELIVERY L EADER Highly motivated executive with demonstrated history of exceeding operational, financial and sales targets. Proven success in increasing customer and employee satisfaction in diverse business roles. Strong interpersonal skills for influencing extended teams. SKILLS ATTRIBUTES People motivation Outgoing Exceptional organization skills Positive Proven Team Leader Active Listener Strong financial acumen Reliable
P ROFESSIONAL E XPERIENCE & S ELECTED A CHIEVEMENTS
H EWLETT -P ACKARD P ERSONAL S YSTEMS S ENIOR D IRECTOR , 2015 - 2020 Responsible for end-to-end service experience for all Business Personal Systems in the United States and Canada including field delivery, supply chain, contact center and dispatch. 500+ team members in US, Canada and Costa Rica. ▪ Drove 22% annual cost savings through labor transformation. ▪ Established a strategic partner enablement model in order to maintain customer satisfaction targets during transition of field labor from 100% direct to 25% outsourced. ▪ Increased direct field labor productivity from 1.88 to 2.43 cases/day through time/motion engineering, route efficiency analysis, and improvements in case queueing T ECHNICAL S ERVICES D ELIVERY D IRECTOR , 2007 – 2014 Led a team of 350 engineers and twelve support managers providing Technical Service Delivery in eight Northwestern states. ▪ Drove employee programs that resulted in a 16-point annual increase in the national People Advantage Index and a 12- point increase in the Employee Engagement Index. ▪ Exceeded all customer satisfaction targets for the NW Area (99% Loyalty on Critical Services Relationship Survey). ▪ Consistently exceeded quarterly and annual delivery growth targets: lead generation, per event and overall revenue targets (FY08 – 207%; FY09 – 121%; FY10 – 136%; FY11 – 111%; FY12 to 14 - top quartile, no targets defined). ▪ Achieved all operational metrics including response time met, parts per case, end-to-end resolution and single visit miss. ▪ Reduced operating expense through business/organizational realignment and resource consolidation. S ENIOR A CCOUNT E XECUTIVE , 2000 - 2007 ▪ Established and maintained nearly 100% HP penetration within T-Mobile ($100m+ account) across the HP product portfolio. ▪ Received multiple sales and special achievement awards including six years to hp Sales Achiever’s Cl ub. Maintained highest profit margin portfolio in North American Telecom Business unit, 1998, 1999, 2001 – 2006. S ALES S PECIALIST , 1996 - 2000 Sales responsibilities for Emerging Telecom and Service Providers. Established and maintained relationships at CXO levels. Development and implementation of sales strategies for hardware, software, consulting and support business. M ANAGING C ONSULTANT , T ELECOM I NDUSTRY S OLUTION C ENTER , 1994 - 1996 Managed 18 professional consultants responsible for creating, selling and delivering telecom solution packages across the Americas.
T ECHNICAL C ONSULTANT , T ELECOM I NDUSTRY S OLUTION C ENTER , 1993 – 1994
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