CATHERINE F DELGUIDICE 1340 Beaver Dam Road cd1190150@westpost.

net Chesapeake, VA 23322 757-646-2106 _____________________________________________________________________________ Forward thinking with a proven record of analyzing operations, delivering a winn ing customer service experience, developing talent, creating the future roadmap and implementing solutions in a collaborative manner for continuous improvement Skills Transition Planning Project Management Process Analysis Microsoft Proficiency Operations Efficiency Analytical Ability Customer Service Collaboration Service Delivery Teamwork Cost Accountability Trend identification Data Management/Analysis Personnel Management Professional Experience Director, Client Support Services: CEGEDIM - Chesapeake, VA (January 2004 - Octo ber 2010) Cegedim provides comprehensive software and hardware support to pharmaceutical r epresentatives globally * Created a positive and evolving work environment for a staff that grew over 30 0% to support incremental revenue Initial staff total of 100 grew to a staff of 375 against client growth * Align resources through reduction as well, staff is currently at 260 against e conomic pressures of 2010 * Developed talent and built a positive engaged staff resulting in attrition rat es well below industry norms * Delivered high customer satisfaction exceeding all goals and producing custome r ratings over 95% * Positive customer interactions resulting in repeated customer contract renewal s exceeding $25 million annually. * Managed P&L of a $30 million revenue support center against a $15 million cost base target to achieve 50% margin or greater, consistently surpassed targets fo r revenue, margin and cost controls * Deployed new technology throughout tenure: automated quality assurance, implem ented workforce management, elearning, IVR, chat and self service for internal a nd external application * Growth supported by creating RFP responses, developing customer pricing propos als and ultimately, successful execution of client onboarding to the Customer Su pport Center * Drove the transition from an undocumented environment to an automated ISO cert ified operation through development and documenting of all support process, orga nization design and ongoing process improvement * Achieved initial ISO 9000:2001 certification through the comprehensive creatio n of established and documented SOPs to ensure consistent service delivery to ou r customers * Created functional business continuity plan that was repeatedly activation tes ted. * Developed change management and readiness strategies and monitored for executi on to plan * Achieved repeated success at over 98% for over 120 contractual service level o bjectives

Central Data Maintenance Manager: THE GREAT ATLANTIC & PACIFIC TEA COMPANY (A&P) - Montvale, NJ (June 2002 - January 2004) A&P is a retail grocery chain located in the Northeast US and Canada * Shaped unstructured go-live activities into stable production environment Cre ated documented processes and procedures to support successful operations creati ng environment of accuracy and timeliness in delivering end product for A&P inve ntory and vendor interactions * Defined department structure and successfully coordinated repatriation of A&P staff from project status to long term department positions * Assessed resources and created operation processes within 3 months moving from an environment initiated in chaos to stable process with continuous improvement strategy * Consistently exceeded financial goals for a $3 million annual budget by provid ing department expense forecasting and extensive analysis * Created positive customer relationships with all A&P users of item creation pr ocess Enabled communication with all areas to establish positive interaction fo r mutual success in a varied and unwelcoming environment to enable repeated succ essful initiatives impacting multiple areas of A&P Global Customer Service Technology Manager: GLOBAL CROSSING - Madison, NJ (Decem ber 2000 - June 2002) Telecommunications provider through a global fiber optic communication network * Designed customer contact flows for global environment for "from scratch" cont act centers creating consistency in service delivery to all customers * Identified and documented specifications for new and existing system applicati ons to integrate with "best in class" customer operation technologies creating s ervice delivery optimization * Delivered training and process documentation effectively to all operations and customer support staff displayed through ongoing skills testing and quality rev iew results * Developed and managed Global Customer Care Center project timelines for multip le global projects on time and within budget * Identified alternative solutions to existing processes to create service excel lence delivery capability * Integrated new technology solutions into customer operations providing process , training and support to enhance effectiveness Client Operations Manager: ELECTRONIC DATA SYSTEMS - Rochelle Park, NJ (July 199 2 - August 2000) Consumer Network Services division providing support of ecommerce activity * Managed staff of 100+ operating a 24x7 help desk responsible for first line mo nitoring of 16,000 ATMs, network interfaces, POS processing, system operations a nd fraud detection Client Operations Supervisor (July 1992 - April 1995) * Directly supervised staff of 20 involved in all operational aspects of the cal l center help desk group described Identified, developed and delivered training for personal unit and full staff group * Prior experience - over 8 years in banking customer service Education BA, Mathematics, Dunbarton College, Washington, DC Affiliated Positions and community involvement Lead Hampton Roads, Class of 2010 Women's Council Advisory Group at TCC, Norfolk - Board Member YWCA of South Hampton Roads - Board Partner

Chesapeake Care Free Clinic Volunteer Hampton Roads Call Center Networking group leader North Jersey Association for Female Executives (NJAFE) - Treasurer Infoswitch User Association Board - Previous Membership Director Technology All MS Suite applications: MS Office, Outlook, Word, Excel, PowerPoint, Visio Six Sigma Methodologies ISO Call Management Systems: CentreVu, CMS, Quality assurance (QA), work force manag ement (WFM), elearning, IVR, chat and self service