Everlaw

Everlaw is promoting justice by illuminating truth. We’re committed to building world-class software for the legal profession, with a company of diverse team members and a shared mission for long-term growth.

In my role as the VP of GTM Enablement, I'm guiding a team of enablement partners and program managers, and coach the enablement people managers to help our GTM org (AE, SDR, CSM, Success) grow as professionals and become more productive.

VP, GTM Enablement

inVest Ventures

Investor

Pavilion

Member

RE:WORK TRAINING

Working with the wonderful folks at Re:Work to help give overlooked talent the opportunity to become confident sales professionals that can make a difference. Our unique approach modernizes hiring processes and increases diversity in tech – giving everyone an equal shot at success.

Mentor

WiSE - Women in Sales Enablement

WiSE brings professional women with common interests together informally to achieve personal and
professional growth in an environment that breeds support and trust. Our goal is to facilitate
authentic connections while improving our sales enablement knowledge and skills.

If you are a sales enablement practitioner or your goal is to become one, message me to join!

San Francisco / Bay Area Chapter Co-lead

Multiplier

Multiplier is a digital platform which empowers growing companies to employ and manage staff with locally compliant contracts, benefits, and payroll distribution to anyone, in any currency, anywhere in the world. We have a vision to rebalance the supply and demand of global employment.

As a Sr Director, I am building out the global learning and revenue enablement team that will empower our BDRs, AEs, CS and support to onboard seamlessly, and grow in their role in order to delight our customers.

Head of Global Revenue Enablement

Chief

I’m excited to join Chief as a member. The #CHIEF mission is to support more women in getting to positions of influence and power and to keeping them there. I can’t wait to see what’s possible for this network going forward.

Nextdoor

Nextdoor is where you go to plug in to the neighborhoods that matter to you. It aims to cultivate a kinder world where everyone has a neighbor to rely on.

As the Director of Revenue Enablement, I'm building and leading global sales learning and development for Nextdoor’s growing team. I'm reporting to the CRO and working with many cross functional partners from product to insights to enable our client partners, account managers and ad ops teams.

This past year we built out the sales enablement function, laid the foundations for our on demand onboarding programs (across 3 different roles), established our GTM training process, built out a coaching program for our managers and ran a successful Learning Summit, focusing purely on skill development.

LinkedIn

I lead a great team of Sales Performance Consultants in EMEA, APAC and NAMER and we focus on enabling our sellers to be better partners for their clients. Some of the programs we work on include: sales competencies, industry training, new hire sales onboarding, among others.

Global Sales Readiness - Sr Manager, LMS

Outside of my day to day, I'm very passionate about and involved with our Diversity, Inclusion and Belonging efforts, and our Employee Resource Groups - I was the Global co-chair for Parents at LinkedIn and helped build global presence for the ERG.

Global Co-Lead - Parents at LinkedIn ERG

Managing a team of talented & awesome Sales Performance Consultants, responsible for account manager, enterprise sales and advertising operations trainings in North America. 
I'm also heading up training for the global online sales organization.

The Marketing Solutions team is helping marketers to target with accuracy to reach high quality audience, publish with purpose in a professional context and extend engagement on and off LinkedIn.

Manager, Sales Effectiveness & Sales Training - North America

I was the interim Global Sales Readiness lead, concentrating on training efforts for the global LinkedIn Marketing Solutions sales team as well personal and professional development for a team of 8 Performance Consultants.

Interim Global Lead, Sales Readiness 

I was in charge of revamping and leading New Hire Sales Onboarding and creating 30-60-90 day Ramp Plans for our AEs and AMs globally. Previously I worked on product training strategy (including running biweekly global trainings, working with sales leadership, marketing, product, PMM and other cross-functional groups in prioritizing trainings, creating eLearnings, developing product training curriculum). 

Programs led:
- New Hire Sales Training (monthly global in person training, 4 days) - products, processes and sales methodology
- North America Account Executive Training - product portfolio and narrative
- APAC All Functions & Account Executive Training - product portfolio and narrative (Singapore and Sydney)
- Reinforcement trainings
- Train the trainer programs 

The Marketing Solutions team is helping marketers to target with accuracy to reach high quality audience, publish with purpose in a professional context and extend engagement on and off LinkedIn.

Sales Effectiveness & Sales Training, Global Learning Strategist

Meltwater Group

- founding member of global sales training and development department - supporting 900+ employees
- reported directly to the CEO and Executive Team
- designed programs to enhance the sales skills of our global sales force by facilitating knowledge share throughout the organization
- partnered with executive and area directors on assessing skill levels and organizational needs
- aided other internal departments (HR, Finance, Legal, Tech, Marketing) with their training needs
- rolled out self paced sales training methodology 
- designed new hire and product training curriculum
- held global webinars with domain experts for every product division within Meltwater Group
- worked cross-functionally with the HR and Executive Management team on Recruitment & Retention efforts, including launching a candidate assessment pilot program, new hire site, etc.
- helped with change management efforts
- worked with the sales teams on revamping Sales Methodology training for both direct sales and customer support groups
- evaluated LMS systems, set up e-learning solution for our global organization

Global Sales Training & Development

I was working with the Executive Director of HR and an international HR team to support Meltwater's operations. 
- HRBP for the global Tech and Finance organization - supporting organizational changes, international transfers, employee relations issues, etc
- Worked directly with Area Directors and supporting sales and client relations teams in the U.S., Argentina and Canada 
- Coached team leaders on employee relations issues and organization effectiveness
- Driven on- and off-boarding, conducting new employee orientation 
- Ensured proper implementation and execution of HR programs and initiatives through the organizations I'm responsible for
- HRIS management and executive reporting - Workday system management
- Benefits management - vendor and broker management, Open Enrollment administration

HR Business Partner

Meltwater News (part of the Meltwater Group) is a global specialist in online media monitoring and market intelligence. We help more than 20,000 of the world's most admired companies and organizations keep track of business critical information published online. Founded in Norway in 2001, we have grown to 50 offices in Europe, North America, Australia, Africa and Asia. Meltwater News is fully owned by its founders and employees.

I was in charge of Managing the Silicon Valley sales office, which in 2010 was the #2 out of 54 global offices. 
Responsibilities included:
- Managing the recruitment cycle
- Coordinating training and orientation for new recruits, sales methodology development and coaching 
- Talent development and management - management coaching, development of new Sales Manager generation
- Overseeing administration of wages, salaries, scheduling, financial planning, budgeting, accounting and office economy, forecasting
- Implementing and tracking performance metrics, generating weekly, monthly and quarterly reviews concerning productivity, revenue and employee development
- Building and strengthening office culture and fun work environment
- Reporting directly to the Area and Executive Director

Managing Director / Inside Sales /

- managing a team of sales consultants
- in charge for own and group's sales, metrics and quotas
- training sales consultants on management skills, sales methodology, consulting methodology
- reporting to upper management
- performing competitive analysis and business intelligence consulting for clients
- account management
- business development

Sales Manager - Global Market and Media Intelligence

- competitive analysis and business intelligence consulting
- media monitoring consulting
- account management
- business development
- responsible for monthly sales quota

Sales Consultant - Business Intelligence/Global Media

I'm passionate about working on things that make a difference - both in my professional work as well as in causes that are important to me. 

My career so far allowed me to try myself in different roles including sales and revenue enablement, learning and development, sales, sales management, and HR, and work cross-functionally on global projects. I trained and developed sales consultants and managers, and helped build a global L&D and Sales Enablement team. Change management, cross functional collaboration and stakeholder engagement has been an important cornerstone in all of my work.

I am a strong supporter of Diversity, Inclusion and Belonging efforts, ERGs as well as supporting and being the voice for Working Parents - it is a tough balancing act, as many of us know!

Who am I according to:
Insights Discovery: Helping Inspirer
StrengthsFinder: Woo, Input, Achiever, Positivity, Responsibility

Timea B.

Unisys

Responsible for overseeing the delivery of contracted outsourced IT services globally for Dyson, acting as the primary point of contact, managing the overall program and day-to-day service delivery operations, ensuring adherence to Service Level Agreements (SLAs), cost-effectiveness, quality, innovation, and continuous improvement. 

Led a team of 7 direct Service Managers (CDE) and ~500 leveraged delivery resources provisioning 24x7 support across 13 technical towers as part of the Global End User Compute (EUC) agreement with Dyson.

Global Client Delivery Executive

IPC Systems, Inc.

Provided the executive strategic direction ensuring operational excellence and efficiency, developing tactics and implementing team goals that aligned with client requirements and company objectives. Led collaborations with other IPC Internal Delivery teams, including Peer Regional GSS teams, Product Engineering, Service Delivery, Recurring Revenue and Sales/Sales Engineering, to ensure consistency in operational processes and procedures.

Notable Achievements

♦ Led a regional level 1 and 2 technical team of 30 FTE based in Singapore, Kuala Lumpur and Hong Kong, achieving all internal SLA, KPI and customer satisfaction targets
♦ Implemented a set of global checklists and procedure reviews that ensured core product trading program handovers to operations were seamless and error-free
♦ Established regular service program reviews with key high-profile clients based in APAC to foster improved trust, collaboration and engagement
♦ Drove employee career technical development plans and staff rotation to improve morale, retention and create internal career advancement opportunities
♦ Provided executive thought leadership guidance on global service and support strategic transformation planning  implementation activities

Vice President Global Service & Support (GSS) - APAC

Directed and motivated a team of Technical Delivery Analysts based in Singapore and Kuala Lumpur, providing global IPC financial client incident, request and escalation support via a 24x7 ‘follow the sun’ shift methodology during the Asian business day. Managed major incidents and led senior executive-level client communications, including critical incident reporting (CIR) and planned service reviews with IPC partners and vendors.

Notable Achievements

♦ Grew team from 10 – 15 FTE in response to increasing business volume
♦ Directed team from onsite work attendance to ‘work from home’ due to COVID-19 BCP planning and subsequently a hybrid attendance schedule with no loss in productivity or resource attrition
♦ Implemented process reviews to gain operational efficiencies and streamline effort and associated cost
♦ Improved client and team employee satisfaction via a culture of enhanced collaboration and proactive support
♦ Promoted from Director to VP in under 2 years

Regional Director APAC, Global Service Operations Centre (GSOC)

General Motors

Undertook a series of roles – End User Engagement: Remodel Services & IT Adoption, Regional IT Service Desk Manager – finishing as Regional Manager Asia Pacific, China, Europe & Middle East.

Led a team of IT delivery professionals positioned strategically across Asia, China, Europe and the Middle East, focusing on IT service desk readiness and feedback incorporating the 'IT Service Centre Live’ experience and ‘Yammer’ (social cast). Ensured a flawless deployment across the environment for major IT technology projects while driving workplace productivity initiatives to improve the effectiveness of IT applications and tools across the business.

Notable Achievements

♦ Established a lean regional innovation organisation increasing FTE from 10 - 30 to support the global vertical model
♦ Implemented local language support for key IT product deployment communications and user training 
♦ Delivered a 30% improvement in workplace productivity post global deployment of MS OS365 collaboration tools across the region by providing training and implementation support across the environment that drove user adoption
♦ Achieved 20%+ MS OneDrive user adoption rate across the region in year 1, exceeding the GMIT global KPI 
♦ Reduced IT request-related service desk interactions by up to 30% driving regional awareness of the self-help portal

Regional Manager Asia Pacific, China, Europe & Middle East

Hewlett Packard Enterprise

Managed the strategic direction and client delivery of all General Motors global IT service desk support. Led, mentored, guided and supported in excess of 550 IT professionals, delivering global IT service support from 6 international locations.

Notable Achievements

♦ Provided a 24x7x365 global IT support desk with over 70,000 contacts per month via phone, email and online chat in 22 languages with a total annual contract value of $50M
♦ Led and managed the transition of IT service desk support, tools, business process artefacts and personnel from 6 HP-operated outsourced locations to 3 new GM facilities in the US, Europe and Latin America
♦ Achieved 93% internal redeployment rate for up to 200 FTE in Malaysia for employees directly impacted by the GM IT insource, saving GM $millions in severance payments and retaining top talent within HP Malaysia

Global Delivery Operations Manager - GM IT Service Desk at HP

♦ Overall management and support of GM Asia Pacific Workplace Services personnel, encompassing 3 operational leaders, 250+ staff based in multiple APAC countries.
♦ Plan, direct & coordinate business relations activities to develop user requirements & implement business systems that meet customer needs as part of the overall client deliverables.
♦ Drive business improvement & efficiency via a culture of continuous improvement.   
♦ Ensure all contractual service levels (KPI) activities are achieved or exceeded on an ongoing basis.
♦ Achieved $15K USD monthly savings by transitioning & transforming Korean Language support to Malaysia from USA.
♦ Accountable for implementing and maintaining globally recognised standards in Service Desk delivery across the landscape.
♦ Implemented a hybrid regional IT delivery support model integrating remote Service Desk personnel and onsite field technicians to reduce overall HP delivery cost, whilst improving both customer satisfaction and IT incident and request resolution rates.

Regional IT Workplace Services Manager - General Motors International Operations 

Electronic Data Systems

Management and support of GM Asia Pacific IT Service Desk personnel, encompassing two operational leaders and over 200 staff based in Cyberjaya (Malaysia) and Bangalore (India).

Notable Achievements

♦	Deliver contracted Service Desk services via phone, email, chat support in 7 languages to General Motors end user's across the APAC region on a 24x7x365 basis
♦	Accountable for implementing & maintaining global standard in service desk delivery
♦	Lead global information technology hub for service strategy, transition and transformation
♦	Ensure all contractual service levels (SLA) key performance indicators (KPI) are achieved or exceeded on an ongoing basis and regional financial targets (P&L) are achieved or surpassed

Regional Service Desk Manager APAC - General Motors Account 

♦ Support the sales & implementation of new business or movement of current Service Desk capability globally in line with EDS 'Best Shore' transformation strategy.
♦ Subject Matter Expert in Service Desk Global Operations dedicated to activities in support of the General Motors client.

Senior IT Business Analyst - GM Client Service Representative

♦ Lead a Level 1 team responsible for providing IT system's support both for Incident & Request fulfillment to GM Holden employees & the Holden Dealer network spanning both Australia & New Zealand 
♦ Responsible for overall team Management, Performance & Delivery of agreed contractual Service Level Agreements (SLA) in line with Key Performance Indicators (KPI)
♦ Coordination of a local team comprised of 25+ Service Desk agents to ensure contracted Client  Service Level support agreements are achieved & Client satisfaction targets (CSAT) are consistently met or exceeded.
♦ Staff Performance reviews & Management, engage with Client, Account & Service Delivery organisation to implement best practice plus continuous improvement across the team
♦ Support & Manage staff training, facilitate team reviews, meetings & report progress to Leadership
♦ Assisting in the planning, transforming and transitioning of new business into the team & implementation of account specific productivity improvement initiatives to support the additional growth
♦ Creation & distribution of weekly, monthly account related performance metrics reporting 
♦Identify & address areas of improvement at individual, team, customer & business levels across the environment

During my tenure in this role, I supported the transition of this team from a status of failing most contractual Service Level Metrics (SLA) to consistently exceeding all Key Performance Indicators (KPI). The General Motors Asia Pacific team, under my charge, was contracted to deliver some of the most challenging KPI within the whole of the EDS Service Desk Delivery Organization Globally.

GM Holden IT Service Desk - Team Leader

Senior Computer Operator - Team Lead

SGIC Insurance

Senior Computer Operator - Contract

ADELAIDE AUTOMART PTY LTD TRADING AS TONSLEY NISSAN

♦ New/Used vehicle stock control
♦ Vehicle registration & Handling general enquires
♦ Coordinating pre delivery work orders for sold vehicles
♦ Finance Company vehicle payouts & bailment’s
♦ Daily business banking & cash flow monitoring
♦ Preparation of monthly staff superannuation returns
♦ Calculation & preparation of Manager’s commission bonuses
♦ Customer complaint follow up & resolution as required

Business Administration Manager

Bendigo and Adelaide Bank

Senior Computer Operator

Service Desk Analyst (Contract)  - GCS Information Systems Unit

Bupa

Senior Computer Operator - Information Services Division

I am an accomplished FinTech VP and service delivery professional with extensive experience leading IT functions, including Strategic Project Delivery, Shared Services and Service Desk Operations for large corporates and independent businesses. One of my key success factors is the ability to build, lead and develop high-performing teams of 550+ and establish actionable solutions, achieve goals and optimise organisational returns.

Critical areas of my experience include developing and implementing a clear vision and executing strategic roadmaps that promote positive organisational change, including outsource/offshore and insource/onshore operations with accountability for full lifecycle execution of contracts of up to $50M USD. 

In my recent position as VP Global Service & Support (GSS) – APAC, I provided the executive strategic direction to the team and the business, ensuring operational excellence and efficiency, developing tactics and implementing team goals that aligned with client requirements and company objectives.

Key expertise includes: 🔹 Delivering Strategic Roadmaps 🔹 Business Transformation 🔹 Service Management 🔹 Operational Excellence 🔹 Customer Service Excellence 🔹 Change Management 🔹Stakeholder Management 🔹 Strategic Project Delivery 🔹 Shared Services 🔹 Risk Management 🔹Acquisition Integration 🔹 FinTech

Some of my successes:

♦ Led a regional level 1 and 2 technical team of 30 FTE based in Singapore, Kuala Lumpur and Hong Kong, achieving all internal SLA, KPI and customer satisfaction targets
♦ Delivered 30% improvement in workplace productivity post global deployment of MS OS365 collaboration tools across the region by providing training and implementation support in the environment that drove user adoption
♦ Reduced IT request-related service desk interactions by up to 30%, which helped to drive regional awareness of the self-help portal 
♦ Provided a 24x7x365 global IT support desk with over 70,000 contacts per month via phone, email and online chat in 22 languages with a total annual contract value of  $50M
♦ Led and managed the transition of IT service desk support, tools, business process artefacts and personnel from 6 HP-operated outsourced locations to 3 new General Motors facilities in the US, Europe and Latin America
♦ Achieved 93% internal redeployment rate for up to 200 FTE in Malaysia for employees directly impacted by the GM IT insource, saving GM  $millions in severance payments and retaining top talent within HP Malaysia

Please feel free to reach out to me directly on rick.uhde@outlook.com

taplio

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Timea B.

Rick U.

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