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From: Steve Dufour - Large IT and HR Outsourcing account management experience
Date: Thursday, February 10, 2005
Time: 04:16 PM
Steven M. Dufour 2006 Westridge Court ∙ Buffalo, MN 55313 ∙ Home (763) 684-4814 ∙ Steve.Dufour@charter.net Results-oriented Executive with 23 years experience in general, sales and technical management, strategic & tactical large account planning and management in the Information Technology and Human Resource business process outsourcing market space. Skilled in organizational and behavioral transformation with demonstrated results in client & employee satisfaction, problem account turnarounds, profit improvement, organic growth and key account retention. Strategist with a solid combination of business and technical acumen. Designed and implemented a new HR Outsourcing client centric model that revitalized the existing client portfolio and core processes, produced $3m in organic growth, increased renewal win rate by 25%, reduced DSO and improved overall account profitability by 5% in just one year Executed 5 large-scale IT and 2 HR Outsourcing organizational turnarounds that required a transformation of the existing service delivery model, reestablished key client relationships, regained account profitability and each led to multi-year contract renewals Exceptional business development and negotiations experience. Successfully negotiated and implemented 7 large scale IT and HR outsourcing contracts Spearheaded large scale mega-deal pursuit that led to a multi-year IT outsourcing agreement with a fortune 10 company Adept client relationship manager with a keen market sense, proven ability to delight clients in the most complex matrixed delivery models while always ensuring overall client success. Managed large national and global accounts that led to $550m in renewals and organic growth Successfully managed “C” level client relationships in the manufacturing, healthcare, apparel, consumer packaged goods, gaming, and aviation industries Professional Experience Aon Corporation- HR Outsourcing. An emerging leader in the HR Outsourcing arena, 2004 – 2005 Senior Vice President & Client Delivery Officer – North American Operations Provided executive oversight for 500+ US HR Outsourcing client relationships and account operations with full P&L responsibility. Responsible for the development and execution of all account segmentation, organic growth, account retention and existing client profit improvement strategies. • Heavily recruited to manage current US client account operations and architect the development of all new client care strategies within the firm’s North American Operations. • Developed and introduced a new client centric delivery model that led to a 5% improvement in account profitability, $3m in organic growth, $25m pipeline and $9m in renewals in the first year. • Developed and introduced new core processes in large account planning, organic growth, account renewal, contract management, new business analysis, deal review and new contract start-up and account portfolio segmentation Electronic Data Systems. A global leader in IT & BPO Outsourcing, 1996 – 2004 Vice President & Enterprise Client Delivery Executive – Altria, New York City, NY ‘03-‘04 Information Technology and relationship executive within the consumer packaged goods industry with full P&L, client, account planning and IT operations responsibility for a $440m strategic account • Selected by the Altria CIO to be Chief Operations Officer for TECWorks LLC, a wholly-owned subsidiary of Altria providing IT services to Kraft, Phillip Morris and the other operating companies • Operating member of the Global CIO steering committee and lead IT transformation executive • Established new IT service delivery model focused on reducing cost and demonstrating drastic improvements in system availability and end-user satisfaction Professional Experience - Continued Electronic Data Systems. A global leader in IT & BPO Outsourcing, 1996 – 2004 - Continued Vice President & Client Delivery Executive – Express Scripts Inc. Minneapolis, MN ‘01–‘03 Information Technology and relationship executive within the health care industry with full P&L, client relationship, account planning, and responsibility for IT operations for a $300m ITO account. • Developed and executed account turnaround strategy that resulted in a 3 year contract renewal • Managed large scale IT outsourcing agreement with over 100 service level agreements • Reengineered IT delivery model that resulted in a 25% improvement in account profitability and grew service revenue by $14m over 2 years Vice President & Client Delivery Executive - AAF - McQuay, Minneapolis, MN ‘ 00 – ‘01 Information technology and relationship executive within the manufacturing industry with full P&L, client, account planning and responsibility for IT account operations for a $150m ITO account. • Developed and executed account turnaround strategy that resulted in a 3 year ITO contract • Managed large scale IT outsourcing agreement and ERP implementation • Improved account profitability by 15% while drastically improving overall client satisfaction Vice President & Client Delivery Executive - Kellwood Company, St. Louis, MO ‘99 – ‘00 Information technology and relationship executive within the apparel industry with full P&L, client, account planning and responsibility for IT operations for a $150m ITO account. • Developed and executed account turnaround strategy that resulted in a 3 year ITO contract • Managed large scale IT outsourcing agreement and ERP implementation • Developed strategic performance measures that articulated the value of ITO services Vice President & Client Delivery Executive – American Axle, Detroit, MI ‘98 – ‘99 Information technology and relationship executive within the manufacturing industry with P&L, client, account planning and leadership responsibility for IT operations for a $90m ITO account. • Managed large scale IT outsourcing agreement and ERP implementation • Developed & implemented IT delivery model that increased client satisfaction, account profitability, organic growth and improved client profitability and operations. • Led pursuit team that resulted in a 3 year, profitable ITO contract Account Manager - Bethlehem Steel, Bethlehem, PA ’96 – 98’ Information technology, relationship and operations manager within the manufacturing industry with P&L, client, account planning and responsibility for IT operations for a $150m ITO account. • Developed IT delivery model that gained ISO certification and was nationally recognized for results • Demonstrated measurable results in client satisfaction, profitability and employee satisfaction • Became certified ISO lead auditor and TQM implementation leader Advanced Technology Services. A leader in Manufacturing IT Services 1989 – 1996 North East Regional Sales and Operations Manager, Peoria, IL. Executive level responsibility for business development and account operations on a regional basis. • Developed and executed complex IT solutions and delivery strategies • Led all contract negotiations and business pursuits in NE region • Managed strategic relationships with key fortune 50 clients Previous experience includes various technical and managerial positions 1982 – 1989 • Defense contractor supporting mission critical military systems with Naval Intelligence Command • US Army Information Security Command – Augsburg, Germany supporting mission critical military systems with the National Security Agency • Obtained high-level security clearance supporting some of the worlds most critical IT systems
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