Shila Roohi

About Shila Roohi

ENHANCING PRODUCTIVITY AND STREAMLINING OPERATIONS TO DELIVER PROFITABLE RESULTS s••••••••@gmail.com As a highly energetic global executive and operations leader, I am passionate about building world-class, operations that create and deliver quality technology services and products with the customer experience in mind. A pragmatic yet forward-thinking leader, I assemble top talent, top performing teams while infusing organizations with a mindset of continuous improvement, innovation, collaboration, adaptable and Lean to drive outstanding results. I am extremely successful at instituting the processes, systems and disciplines that create market leaders and transform high-tech organizations into highly efficient customer-driven entities that grow both the top- and bottom-line. Henry Ford once said “quality is doing it right when no one is looking.” I have incorporated this mindset in every aspect of my professional career and am dedicated to motivating, mentoring and aligning people and companies to together focus on continuously ensuring that the highest levels of customer-driven quality are attained at every touchpoint of the customer experience. Notable contributions: TRANSFORMATIONAL LEADERSHIP: Possess multi-segment global expertise in strategic planning, operations leadership and customer retention to enable efficient software development lifecycle and support services delivery across the Americas, APAC and EMEA. REVENUE GENERATION: Delivered ~$64 in revenue for product family through development of flagship Ulticom products and services, servicing 60+ customers with deployments worldwide. Value Added Support Service: Implemented Customer Service global programs operations generating $20+M annual maintenance and support revenue with over 80% profit margins Streamlining Expertise: Led adoption of Lean, Agile and DevOps principles and practices to increase efficiency, improve time to market and deliver quality customer-focus solutions & services

Experience

1. Vice President, Global Engineering and Customer Services Experience, Ulticom Products

   Mitel

   Mar 2011 — Present · Mt. Laurel, NJ, US

   Lead 120-member telecommunications software solutions provider, including Global Engineering and Customer Support, Training, and Quality Departments after successfully leading previous role. Drove cross-functional goals during Ulticom’s post-acquisition and restructuring by Platinum Equity (PE). Aligned programs with five-year strategic revenue plan and managed global development, deployment and maintenance initiatives for all product lines. Led Ulticom subsidiary’s post-acquisition integration by Mavenir System in 2015. Managed multimiilion-dollar Engineering and Customer Service operating budget, with annual generated multimillion-dollar revenues by products and services.• Implemented worldwide cost reduction strategy, reducing annual OPEX by 49% in 2011• Re-aligned organizational infrastructure, sponsored technology partnerships, and implemented business strategies, improving time-to-market for new products and solutions by 15%+• Maintained Service Level Agreement (SLA) performance of 90% and exceptional overall customer satisfaction rating above 94%, despite 46% staff reduction• Operations Excellence: Re-aligned organizational infrastructure, sponsored technology partnerships, expanded Lean and Agile practices to adopt DevOps principles and practices • Led Quality Management Initiatives to maintain TL certification by instituting a matrix Quality management team

Education

• Florida Atlantic University

  Bachelor of Science (B.S.)