Alicia Dakin

About Alicia Dakin

Professional SummaryTechnology-centric business leader with 20+ years of experience driving profitable growth through digital transformation, strategic alliances, and enterprise technology solutions. Proven success in building high-value client relationships, optimizing complex IT ecosystems, and delivering multi-million-dollar infrastructure, cloud, and CX projects.Core Competencies• Business Transformation: C-Level Relationship Building, Complex Contract Negotiation, ROI/TCO/CapEx/Opex Financial Modeling• Enterprise Technology: AI, Cloud/Hybrid Infrastructure, SASE, 5G FWA, UC/CX Global VARs, OEM Channels• Project Management: SI Design & Implementation, Lifecycle Engineering, Vendor Management, Capacity & Resiliency Planning

Experience

1. Ccs Pmo Kaiser Permanente

   HCLTech

   Nov 2023 — Present · Sacramento, CA, US

   Kaiser Contact Center Service Managed Vendor Service (KP PMO) Manage Northern Calif AACC, Pharmacy contact centers, physicians, tele-health, Nurses, TSR\'s, Kaiser Washington State MSCC, AACC, physicians tele-health, Nurses, TSR\'s and Pharmacy agents and on-line platform for auto ship of pharmaceuticalsManage special projects for NICE and Genesys product design and roll-out and day 2 support Overall CCS support includes;Outline business plan for deployment with Business buyoffSet formal timeline for implementation with business and vendor approvalsMaintain high level of communication with business and vendors on status, issues and any identified or projected obstaclesThe Kaiser CCS platform consists of Kaiser’s 12.5 million members, 40 hospitals, 600 medial offices, 25k physicians, 74K nurses, and any of the employees who speak with patients daily. Day to Day operation of;Design, deploy, manage 34 independent integrated applications supported in a multi-vendor hybrid network comprised of private and public data centers, ISP vendors, voice & video, security, hardwareProcess over a 1 mil calls/day during normal business and support increase traffic during open enrollment spike to 1.5 mil calls/day. Maintain Service availability at

Education

• California Polytechnic State University-San Luis Obispo

  Ag-Business Management

  1975 — 1978

Skills

• Process Improvement
• Team Building
• Management
• Networking
• Call Centers
• Direct Sales
• Contract Negotiation
• Selling
• Start-Ups
• Product Marketing
• Vendor Relationship Management
• Telecommunications
• Product Development
• Analysis
• Vendor Management
• Managed Services
• Product Management
• Negotiation
• Wireless
• Sales
• Public Speaking
• Cloud Computing
• Solution Selling
• Problem Solving
• Business Planning
• Budgeting
• Account Management
• Retail
• B2b
• Customer Relations
• Outsourcing
• Leadership
• New Business Development
• Strategic Planning
• Enterprise Software
• Profit/Loss Responsibility
• Planning
• Customer Service
• Sales Management
• Contract Negotiations