Resume 11

Customer Service/Support Director role that applies customer satisfaction and service-marketing experience to enhance customer loyalty, satisfaction, and competitive advantage.

Customer service professional with 18+ years of progressive customer service experience particularly managing support departments for consumer and business-level client relationships. A-to-Z customer satisfaction expertise with strong, results-oriented functional experience, supported by a solid combination of technical and business background. Effective team builder with excellent customer/ employee/interdepartmental rapport and performance/project management skills. Strong record of exceeding expectations, improving customer satisfaction/product quality, managing cost-effective service/support operations, and increasing service revenues. Experienced with multi-tier support models, e-commerce, ACD phone systems, customer relationship management CRM systems, and contact-center management tools. Simultaneously started a computer consulting company and completed two degrees while growing a full-time career.

• Started a video-tape-to-DVD video conversion/preservation service company from the ground up.
• Created a complete business plan, secured the necessary funding, and executing the marketing plan.
• Streamlined all operations of the service production process, enabling the company to properly position itself and become highly competetive in the market place.
• Created all policies and procedures for pre- and post-sale services.
• Created a niche and orchestrated all advertising and marketing efforts into an emerging market.
• Reduced operational costs to help reach profitability faster.

• Chartered to implement high-level objectives of increasing efficiency and reducing support costs for the market leader of personal video recording PVR service.
• Streamlined operations of high-profile customer service, training, knowledge management, technical support, and program/partner management teams.
• Successfully implemented strategic initiatives to reduced support costs by increasing front-line capability. This increased scalability and customer satisfaction while decreasing level-1 to level-2 call transfer rates by more than 55 .
• Built strong rapport with own team and with other cross-functional groups, establishing credibility and enhancing performance.
• Successfully leveraged a multi-tier call center while reducing support costs by more than 50 .
• Strengthened the team s reputation by dramatically improving the recruitment/training process for new agents and increasing the accuracy of KDB content.
• Helped "raise the bar" for service levels in an emerging industry.

• Created a highly effective inbound/outbound customer service team for one of the top 150 busiest 5 million hits/month e-commerce web sites.
• Increased team s efficiency 75 by successfully implementing the Kana Response e-mail system.
• Boosted sales 30 by providing instant service capability using real-time text chat.
• Created an automated FAQ system for "virtual 24x7" self-help option and implemented proactive-service programs to outreach and assist customers before they needed help.
• Created a career-pathing program that synchronized employees and company s goals.

• Recruited to define the strategic direction for the customer service/support department.
• Increased customer satisfaction ratings by 32 , while reducing costs and generating revenue.
• Reduced customer wait times and RA turnaround times by 70 and 55 respectively.
• Initiated 24x7 self-service diagnostic support system via web and phone.
• Created a profitable priority-access service program highest GM in the dept. within 2 months .
• Increased department accessibility to customers and changed a bad reputation to a positive one.

• Promoted to define the strategic direction for the customer response team.
• Designed and implemented a successful fee-based support program.
• Created multi-tiered call-centers that increased service levels while reducing costs.
• Initiated an automated IVR system to assist customers 24x7.
• Reorganized the daily operations of the technical support group and reduced phone wait times by more than 80 .
• Increased solutions accuracy by implementing a support knowledgebase and a CRM system Clarify .
• Launched a comprehensive fax-blast/retrieval system.

• Recruited to manage the customer support and product management departments.
• Positioned service programs for competitive differentiation.
• Established, launched, and implemented AVR s first Authorized Field Service program and trained technicians throughout Europe.

• Recruited to rebuild the customer service and technical support functions for a peripherals manufacturer Macintosh, PC, and SPARCstation .
• Designed and implemented service policies, procedures, and support plans.
• Initiated and designed RMA policy and customer feedback programs.
• Created and implemented the use of TSBs and databases for front-line staff.

• Promoted to plan and organize all aspects of product support/repair activities, including administrative/technical procedures, technical product training, and managing the QA group after being a technical support representative for 3 years.

• Recognized twice for "above and beyond" performance, EXP.com.
• Received MacUser Magazine s Award twice for Best Technical Support Dept., Radius.
• Cash award and company-wide recognition for a new priority-access call process, Radius.
• Twice recognized as the Employee of the Month, RasterOps.

Golden Gate University, MBA
San Jose State University, BS in Business Administration - Marketing

International Customer Service Institute, American Management Association, Software Support Professionals Association, and the Technical Support Alliance Network TSANet .