Resume 2

Seeking a full time support and or operations management position within a growth industry providing opportunity to contribute to company expansion, increased market share, customer satisfaction, performance and profitability.

A knowledgeable, success driven Customer Services Business Manager with versatile, proven leadership and management experience involving:

• Interfacing with professionals, senior management and customer liaison.
• Program and business development.
• Proposal and contract negotiations.
• Vendor Relationships.
• Change Management & Team Building.
• Staff supervision, recruiting, selection, evaluation, training and motivation.
• Both centralized and decentralized field service, repair facilities, training, logistics, administration, marketing and telephone based technical assistance operations.
• Creating and implementing policies and procedures.
• Committee and team participation.
• Budgeting combined with Business unit management.
• Customer satisfaction and quality control improvements.
• Conducting industry analysis and benchmarking for continuous competitive advantage.
• Profitable P&L management.
• Help Desk & Call Center operations with CRM.
• Knowledgeable in service marketing and sales channels, direct, distribution, reseller.
• Knowledgeable in Windows 95, 98 & NT, IBM 3270 environments, data communications and LAN/WAN topologies, Lucent and Aspect ACD, CMS & IVR, Internet, Knowledgebase Applications, Customer Relationship Management, Microsoft Office Suite and Workforce Management programs.

Repositioned and restructured a service organization from a "fix the equipment" to a "fix the customer" team approach resulting in increased product sales and top ratings by end users in major industry surveys on customer satisfaction.

Improved productivity, utilization and customer satisfaction levels resulting in significant overhead cost reductions combined with increased sales and expanded market share.

A creative, articulate professional with excellent organizational, analytical and interpersonal skills who uses proactive, strategic planning as the foundation of winning teams and generating new business to ensure company growth along with improved customer service and satisfaction, loyalty, retention and repeat business.

• Managed and directed multiple outsourced Help Desk operations for major pharmaceutical corporation client, supporting over 6000 campus and 800 remote users.
• Established process and productivity improvements and assisted client with implementation of Knowledgebase applications.
• Developed and implemented quantifiable departmental guidelines and procedures.
• Improved recruitment efforts, employee retention and training.
• Performed revisions and monitoring of service level agreements.
• Instituted change management to enhance and improve customer satisfaction levels.
• Resolved daily operational issues associated with help desk operations, people management along with introduction of new strategic client initiatives.
• Developed client and vendor partnership relations.
• Instituted best practices for continuous improvement.

Managed and directed product technical support involving inbound call center operations for direct marketing telecommunications company. Established quantifiable departmental guidelines, improved recruitment, revised service level agreements, performed change management, greatly improved customer satisfaction levels. Established process and productivity improvements, developed customer satisfaction, renewal and retention programs. Performed budgetary and strategic planning to help achieve corporate goals. Assisted in launching Primus Knowledgebase technology to supplement call center operations and allow for end user self help assistance.

• Streamlined and reengineered workflow and processes resulting in support cost reductions of 21 .
• Instituted Customer Relationship Management concepts improving repeat business by 8 .
• Implemented Best Practices philosophy within operations reducing repeat calls by 13 .
• Reduced overall corporation product return rate by 12 .
• Revised technical and operational manuals for end user clarification and ease of use.

Responsible for call center, telephone based, inbound / outbound help desk operations designed to provide 24x7 life cycle technical support and customer service involving applications, pre / post sale support functions for 7000 products and 250 vendors. Short and long term operations, scheduling, planning, project management, system integration, competitive analysis, staffing, budget and customer satisfaction improvements for worldwide direct marketing data communications and networking solutions provider.

• Reengineered departmental organization and operations to focus on core business objectives.
• Maximized manpower planning reducing wait for live answer support time by 120 .
• Developed new product launch strategies and support services for improved profit margins.
• Elevated operation to World Class level industry leader in customer support.

Provided management and strategic direction to quality and customer service organizations. Responsibilities included: Profitable business unit operations, service marketing, receiving and final inspection, quality control and assurance, vendor quality and relationships, depot repair activities, field service operations, international service centers, metrology, technical assistance response centers, installation planning / coordination, systems integration, project scheduling and customer satisfaction improvement programs for leading light measurement instrumentation company.

• Improved service profit margin and dollar revenue by 48 .
• Increased productivity and throughput by 65 .
• Decreased backlog by 100 while improving response time by 375 .

Conceptualized, developed, staffed and directed a customer service division consisting of over 200 technical service professionals responsible for all US pre and post sales activity, short term operations and long term strategies including profitable P&L and finished goods inventory. Responsibilities included technical assistance centers, field service remote offices, depot repair, P&L, training and administration management for data communications / telecommunications manufacturer.

• Initiated innovative service strategies and offerings as competitive advantage for corporate growth.
• Increased maintenance contract penetration by 23 along with a renewal rate of 95 .
• Performed analysis and established criteria resulting in cost reductions of 27 per year.

Managed all aspects of regional field service post sales operations including budget, applications, installation scheduling, software and on-site service support functions.

• Improved productivity and customer satisfaction levels by 33 .
• Repositioned and restructured a service organization to a customer versus equipment focus.
• Achieved top ratings by users in industry surveys along with increased company sales and profitability.

California Coast University; Business Administration
Crosby Quality College; Senior Corporate Quality Education Program
University of Southern California USC ; Service Management Executive Program
University of California, Los Angeles UCLA ; Executive Management Development
Capitol Engineering Institute; Computer Engineering