Resume 1

• More than a dozen years in Call Center Manager/Director positions in Computer Hardware, Software and Services companies.
• Successfully built integrated, expandable, self-maintaining, cost-effective support systems for four companies.
• Responsible for annual budgets over 1,000,000. Anticipated expenditures and managed my team within budget every year.
• Managed the RFP Request for Proposal process to define needs, identify likely solutions, evaluate, select, purchase and implement all third-party tools for my departments.
• Negotiated purchase and support contracts for various third party products and services, and managed those relationships over time.
• Developed appropriate metrics to measure performance and provide early indicators of areas to improve. Created processes and procedures aimed at constant improvement in all areas.
• Built teams of greater than 40 employees in multiple locations and time zones.
• Accurately forecasted support needs and proactively staffed and trained to meet future needs.
• Consistently recognized for my outstanding Team Building and Employee Development skills.
• Acted as Implementer and/or System Administrator for several CRM tools, including Seibel, Clarify Clear Support, Magic Solutions, Intellisystems VRU and Kana Email management products.
• A team-player , I try to build consensus among my employees as well as my peers and superiors in my companies before committing to any large changes in tools, processes or procedures. I try to ensure that my solutions and improvements work well for me and do not cause any undue difficulties for my co-workers.
• A hands-on Manager and Director, I keep my technical skills current. I recently attended Solaris System Administrator training, and am learning the basics of Java Programming. My PC skills are also current as both a power-user and as an administrator of most Windows OS es.

Director of Client Services

My role was to define and build a customer and technical support infrastructure. For NetSystems this included Customer Service, Technical Support, QA, Internal and Customer Training, Sales Engineering and Professional Services duties.

• Wrote Service Level Agreements relevant to all anticipated products and services we intended to offer, including System Sales, A.S.P. and various Maintenance contracts.
• Selected and installed/configured various tools to facilitate my job performance. These included a bug tracking system and a new phone system.
• Hired and Trained employees to assist with my various responsibilities.
• Acted as the Customer Advocate throughout the entire product development cycle to ensure all components were focused on the needs of our end-users.
• Participated in all Engineering discussions on how to best implement our product goals.
• Facilitated interdepartmental agreements on services to offer and ways to best serve our customers.
• Fulfilled several roles, including System Administrator, Sales Engineer, Trainer and On-Site Installer in addition to my management duties.

Director of Customer Support

Joined the company to create a support system and team for EasyBuy s newest business group, sMessaging.

My role was to select all necessary tools and products, and build a team capable of meeting a service level that I defined based on corporate goals established in discussion with my superiors.

• Performed a cost analysis of all possible support vectors, including Toll Free and Fee based phone support, email support, web-based customer self-service and Chat as well as service package based approaches. Delivered options based on cost/subscriber for variable contact volumes.
• Selected appropriate tools based on cost and presumed value. Negotiated purchase contracts, purchased tools and spearheaded the implementation processes.
• When we chose Seibel as our CRM tool, I participated on the Implementation Team.
• Determined a multi-level support system and created job descriptions for each level. These included pre-sales, customer service, implementation support, post-sales tech support and Domain Master activities for our group.
• Hired senior and junior level agents to meet anticipated contact volumes for our new business group.
• Using the skills of my team, we created a full set of internal training documents, Policy and Procedure statements, Domain Registration and Transfer processes appropriate to our business, and created all content for the support section of our website FAQ s tutorials, help files, etc .
• Performed as a customer advocate at all times and to all levels of the company.

• Re-built entire department. Examined all aspects of our service delivery systems in order to provide a consistent, cost-effective support system. Created an integrated framework for future department growth.
• Implemented a consistent training program.
• Began and maintained regular call center metrics reports.
• Purchased and implemented a high end call tracking program Clarify s Clear Support .
• Some of the quantifiable results of my efforts with Aqua.Net were:
  • Reduced headcount in my department by 15 while addressing 20 more customer contacts per week Actual productivity per tech rose over 40 .
  • Reduced turnover by 50 as a result of a more stable work environment and procedures.
  • Based on the results of a series of quarterly Customer Surveys, we improved our customer satisfaction rating from under 50 when I joined the company to where over 75 of our users said they had a "Better than expected" experience with my department and "would recommend Aqua.Net to others".

• In the course of 8-1/2 years with KML I was responsible for creating and implementing every aspect of our end-user support system.
• Developed and managed a 1 million dollar plus annual budget.
• As an advocate of using appropriate technology to deliver higher service levels I saved an estimated 200,000 per year by avoiding unnecessary headcount and repeat contacts by our customers.
• Integrated support for all Day-Timer software products after KML formed a joint venture company with Day-Timer, Inc.
• Managed a group of 40+ techs delivering phone, fax, online and email support for multiple product lines Muller, Silicon Sports and Statx hardware and Day-Timer and Chronologic software in multiple locations.
• Helped establish end-of-life-cycle guidelines for Day-Timer software products.
• Worked with Day-Timer product development and QA to ensure that user feedback was respected in future feature and design creation.
• Performed detailed request-for-proposal project to determine a suitable call tracking system for Muller and Day-Timer s future tech support needs.
• Purchased, implemented and customized Intellisystem s interactive voice response system to deal with frequently asked questions.
• Aggressively championed various automated systems to allow us to reduce the cost per contact in all support areas.

• Developed and managed a group of 15 techs delivering phone, fax, online forum and email support for multiple Muller hardware product lines.
• Provided senior level tech support to our customers.
• Created a cost effective hardware repair depot to refurbish damaged products.
• Provided cost justification for a lifetime warranty on certain products.
• Drove the creation of various online support forums AOL, CompuServe, Apple Link and eventually our own website .
• Designed and delivered various training sessions to my techs.
• Negotiated and maintained various Service Level Agreements.
• Participated in the budgeting process and controlled expenditures in my department.

• Cleared backlog of end-user and dealer/distributor product return requests.
• Created separate, consistent return procedures for end-users and dealer/distributor accounts.
• Helped Muller gain an industry-wide reputation for top quality customer support.

College of San Mateo, San Mateo, CA
Management and Computer Science 1993-1997
courses

S.U.N.Y. at Stony Brook Stony Brook, NY
Economics Major 1984-1986

Various Trade Seminars on Management topics such as Contract Negotiations, Training Methods, Effective Telephone Communication, Handling Harassment Claims, Legal Issues involving Managers in California, Support Services Conference and Expo and others.