Resume 7

CUSTOMER SERVICE, SUPPORT OPERATIONS, AND CALL CENTER MANAGEMENT

A self-motivated, competitive, trustworthy, and customer-oriented executive with a passion for success and "can-do" attitude. Creator of an international support and services operation for a start-up company. Instrumental in developing essential business service offerings and building customer/partner relationships to accelerate growth. Provides critical strategic planning with significant focus on the areas of support operations, business development, service administration, and call center management. Highly proficient in navigating cross-functional teams, directing process improvement, creating empowered work environments, exceeding operational goals, removing barriers to achieve success, and providing the highest level of customer satisfaction.

• Customer Service Strategy Development
• Team Leadership and Collaboration
• Alliance and Partner Relationships
• Coaching and Personnel Management
• Budgeting and P&L Accountability
• Quality, ISO, and Process Improvement Leadership
• Support System Innovations
• Professional Services Development
• Revenue Generation and Cost Control
• Call Center and Help Desk Management
• Training and Course Development
• Project and Program Management
• International Business Development and Sales
• Customer Relations and Solutions
• Contract and Proposal Development
• Facility and Office Management
• Customer and Employee Survey Programs
• Data and Telecomm Technical Support
• Internet Site Development and Business Utilization

• Leader of multiple call center operations with 160 people and 8 direct managers.
• Established service strategy plan with quarterly operational performance objectives. Displayed and communicated ongoing results with updates posted weekly.
• Improved customer satisfaction index gap 51 ...from 3.5 to 1.7.
• Reduced problem resolution times from 28 days to 15...a 46 improvement.
• Reduced case backlogs from 1840 to 768...a 58 improvement.
• Succeeded in meeting revenue and expense control targets for 6 of 7 quarters.
• Coordinated termination of outsourcing support contract and the merge of 220 customers, providing a 10-month ROI of 1.4 million...and still growing.
• Directed global Enhanced Services program that netted 1.25 million in 1.5 years.
• Developed quality assurance team that evaluated and modified business processes, established best practices, maintained ISO-9001 certification, implemented LEAN program that eliminated waste, and empowered personnel to generate improvement activity using Kaizen approach.
• Established agreements with training alliances, indirect channels, and resellers to enhance support capabilities. Worked in partnership with these same groups to resolve customer issues.
• Negotiated win-win billing and contract solutions with customers and finance team.
• Developed employee satisfaction survey. Utilized quarterly and instantaneous customer survey metrics.
• Assisted in successful implementation of ACD system enabling delivery of 7x24 global support.
• Assisted in development of professional service offerings including go-live support, data archiving, system performance evaluations, customizations, data rebuild, standby support, and migrations.
• Worked with Support Innovations team to incorporate network enhancements, system modifications, and support operations infrastructure.
• Implemented quality program of visual management where teams posted charts and graphics in work areas displaying operational metrics, team achievements and progress towards strategic goals.
• Assisted in development of global service marketing collateral i.e. - brochures, presentations, etc .
• Leader of local Training and Human Capital Development team. Assisted in implementing technical and soft skills training, employee skills database, career development program, and leadership training.
• Created lead generation and rewards program to stimulate opportunities for revenue.
• Directed all facility changes and strategically planned for resource utilization and business growth. Negotiated vendor contracts and resolved all facility-based issues including security, lighting, cleaning, equipment, snack and beverage vendors, and supplies.

• Contracted to project manage implementation of OS/2-to-NT conversion for the IVR system.
• Negotiated and finalized Service Level Agreements, monitored order process and scheduling of equipment, customized and coordinated training program, and directed all activity relating to development, testing, installation, production, and support phases of IVR implementation.
• Successfully completed conversion project "ON TIME" and 369,780 "UNDER" budget.

DIRECTOR OF CUSTOMER SUPPORT
CHIEF CUSTOMER SATISFACTION OFFICER
MANAGING DIRECTOR OF SALES - ASIA PACIFIC

• Created and directed global support operations for start-up telecommunications equipment company.
• Established global support teams consisting of 24 contracted support entities, 2 subsidiary companies, and 6 direct managers based in the US, UK, Canada, Latin America, Mexico, and Asia Pacific.
• Negotiated and developed Service Level Agreements, technology transfer agreements, and business relationship contracts with global repair facilities, OEM s, Distributors, and 3rd party support vendors.
• Defined vision, mission, and goals for global service, training, quality, and export management teams.
• Directed technical personnel to provide day-to-day telecom support in pre-sales activity, network design, application development, customer launch support, on-site product installs and de-installs, resolution of product design issues, remote diagnostics, on-site system troubleshooting, inventory control, and training as required.
• Developed and implemented organizational policies, maintenance processes, product warranties, strategic operational objectives and goals, and personnel assignments and evaluations.
• Directed call center and help desk management operations for domestic support and inside sales.
• Developed customer satisfaction surveys to discover team strengths and weaknesses.
• Assessed and responded to business proposals, product tenders, and pricing requests RFP s, RFQ s .
• Constructed first "live" ADSL presentation system for trade shows and training seminars. Negotiated with Hollywood film companies for rights to show movie trailers.
• Established global export management team responsible for sales order processing, inventory control, timely shipments, billing, logistics, resolution of sales order problems, and order status communications via the Internet. Developed all working policies and procedures in adherence to federal regulations.
• Successfully project-managed LAN implementation, design and construction of interactive product demo and training room, selection and installation of CTI system with ACD and IVR structures, software downloads, web-site design with interactive solutions, and on-line incident tracking system.
• Established revenue-producing training organization including seminars, train-the-trainer program, course development, product presentations, and Distributor, sales, end-user, and customer training.
• Established quality programs including process improvement management with Key Performance Indicators KPI , ISO 9001 certification, and TQM initiatives.
• Maintained global budget for Customer Service, Technical Support, Quality Improvement, Inside and Direct Sales, Export Management, Logistics, and Training with P&L accountability over 3 million.
• Successful business and market development of advanced local access transmission systems and technologies DSL and Telco Access Products in Asia Pacific, Mexico, Central/Latin/South America.
• Achieved major contract win of 7.2 million for the first exclusive fiber-loop backup system in Korea.
• Achieved highest quarterly product sales revenue in the Asia Pacific region.
• Member of SouthEast Officer and Leadership team.

• Directed 7x24 call center operations in a union environment with a revenue base of over 4 million.
• Managed support operations of troubleshooting digital data products, customer site preparation, system planning and design, installation coordination, account management, proactive networks monitoring, remote diagnostics, personnel assignments, coaching, and performance planning.
• Developed and implemented organizational policies and maintenance processes relating to training requirements, operational objectives and goals, and manpower utilization models.
• Developed maintenance philosophy on company support products and provided direction on support requirements. Advised company on technical decisions needed to bring new products to market.
• Established quality programs including process improvement management, TQM initiatives, customer satisfaction metrics, ISO 9000 documentation and audit training. Developed quality and technical escalation programs to resolve support and product design issues.
• Reviewed completeness and quality of material released to Field organizations such as Field Service Bulletins, Technical Tips, Engineering Change Orders, and Technical Modifications.
• Assisted in ACD selection, installation and options programming. Certified in Northern Telecom ACD AC-2 Management.
• Directed technical development and product support release plan for the first T1 multiplexer product line released from Parametric. Established cost factors for supporting all products affecting P&L.
• Project-managed staging and installation of turnkey systems, multiple field retrofit programs, and Technical Support Lab implementation.
• Developed employee satisfaction survey to discover managerial and operational strengths and weaknesses.
• Three time winner of AT&T Parametric Customer Service Excellence award.
• Received Service Sales award for contributions towards customer satisfaction, quality management results, and departmental revenue growth.

SUPERVISOR, NATIONAL INSTALLATION COORDINATION
RETROFIT PROJECT MANAGER

• Managed Installation Coordination team ensuring sales order accuracy, technical compliance, timely product shipments, error-free installations, and expeditious repairs. Directed all aspects of installation planning such as site inspections, pre- and post-sale meetings, site inventories, and training.
• Developed and implemented organizational policies and maintenance processes relating to operations, established strategic objectives and goals, and defined manpower utilization models. Created and improved working documentation, daily communication logs, and operational processes to increase installation coordination productivity and efficiency.
• Project-managed all aspects of LINK/1 product retrofit program for entire customer base. Activity included communications, documentation, customer relations, training, logistics, project planning, scheduling, personnel assignments, installation, testing, and management updates.
• Provided expertise level training on all aspects of T1 data/voice communication equipment, data concentrators, voice multiplexers, statistical multiplexers, and network management systems NMS . Created customized courses, flowcharts, diagrams, and lab exercises for internal and external training.
• Created Customer Site Preparation manual and Site Survey document that was primarily designed to ensure proper site preparation and error-free Telecom product installations.

• BS degree in Business Management
  Nova Southeastern University, Ft. Lauderdale, FL
  Graduated Magna cum Laude - April, 1994 GPA = 3.8
• Customer Satisfaction Seminars
• Cross-Functional Teaming Seminar
• Northern Telecom ACD AC-2 Management
• Continuous Improvement Management Certification
• ABCIT Course in Continuous Improvement
• Customer Service Strategies Conferences
• Dale Carnegie Course in Human Relations
• Covey Leadership Training
• ISO Manager and Documentation Training
• Statistical Quality Control Troubleshooter

• Managed electronics maintenance crew for an anti-submarine helicopter squadron.
• Ensured maximum utilization of personnel and facilities in accomplishment of all assigned work.
• Achieved role of Quality Insurance Inspector ensuring aircraft was safe and flight-worthy.
• Ensured Maintenance Department training program was properly supported within work center.
• Maintained Secret security clearance handling cryptographic equipment and messages.

Environments: CLEC, ILEC, LAN/WAN, TCP/IP, DSL, Ethernet, ATM, Frame Relay, SNA, X.25, 10BaseT, ACD, PBX, IVR, CTI, Call Centers, Internet utilization, Voice and T1/E1 Networks.

Hardware: Disk and Tape Drives, Concentrators, Multiplexors, Routers, Encryptors, Desktop/Laptop PC s, Modems, and CSU s.

Software: MS-Office suite, MS-Project, Visio, Lotus Notes, MS-Outlook, and Outlook Express.

Operating Systems: DOS, Windows NT, Windows 3.1, Windows 95, and UNIX.

-- Willing to Relocate --
-- References Available upon Request --