BETTY SUGIMOTO

betty.sugimoto@comcast.net
PROGRAM, PARTNER and GROUP MANAGEMENT PROFESSIONAL
Service, Support and Relationship Management
SUMMARY
Program management professional experienced in driving key organizational initia
tives; expertise in working with customers and internal stakeholders from cross
functional organizations. Results oriented, energetic self-starter with excellen
t negotiations and interpersonal skills. Collaborative, proactive, team player,
resourceful with exceptional communication skills. Leadership and decision makin
g experience. Problems solver who is flexible, resilient, organized and diplomat
ic.

• People Management

• Staff Development
• Relationship Management
• Process Management
• Project Management
• Quality Management
• Service Management
• Contract Negotiations
PROFESSIONAL EXPERIENCE
YAHOO!, Sunnyvale, CA 2006-2008
Senior Program Manager, IT Service Management 2007-2008
Successfully oversaw the ITIL program initiative; insured adoption that resulted
in a proactive service and process management culture.
• Led weekly program meetings with stakeholder and process owners to oversee program
progress.
• Insured regular reports on service performance and quality reports were delivered
to senior management,
• Communicated program status, expectations and accomplishments to all stakeholders.
• Presented and organized quarterly quality management reviews; negotiated and docum
ented changes.
• Assisted in creating a program website; worked with developer to insure design and
appropriate content.
• Organized brown bag training sessions to educate organization on various component
s of the program.
• Created and maintained the engagement and delivery model for collaborating with in
ternal suppliers.
• Promoted global service delivery processes; documented changes and recommended imp
rovements.
• Developed service offerings for the business; ensured processes and structure in p
lace to achieve goals.
• Initiated and oversaw any actions required using best practices to improve or main
tain services.
• Managed technical and business escalations in an efficient manner.
• Selected by HR to participate in division Rewards and Recognition program and corp
orate Ethics training pilot.
Manager, IT Applications Quality Service 2006-2007
Managed a staff of five responsible for the planning, support and maintenance of
desktop applications to Yahoo employees.
• Led, coached and challenged direct reports with various projects and job assignmen
ts.
• Motivated team to work together efficiently; worked with HR to justify and retain
key employees.
• Insured employee career and personal development; held regular meetings, documente
d accomplishments, plans and goals.
• Managed staff resources, time, tasks and quarterly deliverables.
• Managed vendor relationships by overseeing software acquisitions, maintenance and
support contracts.
• Created, maintained and updated monthly operations metrics.
VISA, INC. Foster City, CA 2005-2006
Senior Program Manager, Production Support
Regional liaison and advocate to technical support teams. Responsible for follow
-up of service requests, inquiries and issues from international team members.
• Led and participated in daily and weekly regional technical support status meeting
s. Resolved conflicts to ensure customers success and satisfaction.
• Supported senior management by leading the weekly Operations meeting; provided met
rics reports and analysis for specific customers or situations.
• Implemented process improvements to raise the confidence level from customers and
worldwide regions; designed and performed trend analysis to determine areas of o
pportunity.
• Maintained and documented processes; gained consensus on proposed improvements to
ensure they are properly implemented across multiple organizations.
• Researched specific escalations and risks; drove issues resolution across a variet
y of stakeholders from various geographies. Tracked progress, documented issues
and decisions.
SUN MICROSYSTEMS, Inc., Santa Clara, CA 1995-2004
Senior Program Manager, Market Development Engineering 2003-2004
Implemented and led the Voice of the Independent Software Vendor operational imp
rovement program.
• Single point of contact; drove process and accountability for program objectives;
monitored progress of product teams in the performance of tasks and compliance w
ith schedules.
• Delivered program training to software product teams; maintained and updated proce
ss documentation.
• Facilitated bi-weekly meetings with team members; produced agendas, assigned, moni
tored and tracked action items.
• Verified partners product enhancement requests were reviewed insuring guaranteed u
pdates. Tracked and monitored product group progress via dashboards; communicat
ed status to senior management.
Business Development Program Manager, Market Development 1998-2003
Program expert; managed the end-to-end definition of delivery of service to ensu
re customer satisfaction and experience. Established and maintained relationship
s with customers and partners using Sun software and technical support services.
• Partnered with Engineering Technical Support, Sales, Legal and Marketing team to i
mprove program design and made recommendations to insure necessary steps were ta
ken for program improvements.
• Delivered program training; developed program content containing features and serv
ice offerings, support models, engagement process, pricing and part numbers. Doc
umented program policies and procedures.
• Supported sales team during critical opportunities providing assistance with infor
mation on account activity to ensure customer needs and business retention goals
were met.
• Reviewed customer activities, concerns, goals and future requirements. Advised c
ustomer of any upcoming product and service changes and assisted in working out
applicable plans.
• Forecasted service revenue opportunities; produced monthly reports to management i
dentifying new and up-sell revenue opportunities and results, responsible for re
newals; insured all existing contracts were closed in a timely manner.
• Negotiated contracts, pricing terms and non-standard agreements. Lead cross-functi
onal team members insuring all aspects of the program were approved, implemented
and serviced based on the established agreements.
• Generated new revenue opportunities by participating in partner events, trade and
division road shows.
• Promoted, prospected and qualified new service opportunities; gathered leads and r
eferrals.
Program Manager in various organizations SunService, SunSoft, Javasoft 1998-200
3
EDUCATION
B.A., Social Science San Jose State University
CERTIFICATIONS
Certificate, Human Resource Management, UCSC
Certificate, ITIL Foundation
Certificate, ISO 9000 Internal Auditor, Lloyds Register for Quality Assurance
Certificate, Quality Management Systems, British Standards Institute
Certificate, Total Quality and Process Management Leadership Training, British T
elecom