VisualCV

CUSTOMER CARE EXECUTIVE

Delivering a consistently superior customer experience

A customer advocate that develops organizations that take responsibility for delivering an extraordinary customer experience; one that drives sales and can be marketed as a company differentiator.

Expertise spans all operational functions of a global service organization, with emphasis on continuous improvement with profitability.

Successful careers in product development, program management, technical marketing and customer support provide depth in developing revenue producing products while continuously reducing costs associated with delivery of pre-sales and in-service support.

Recognized by three independent professional associations for delivering best-in-class service operations and practices.

• P&L Management   
• Multi-Industry Service Operations Experience
• Metrics / Informatics Driven
• Off shoring / Outsourcing / Partner Mgmt
• Key Account / In Service Management       
• B2B and B2C
• Reverse Logistics / Supply Chain / Repair Ops     
• Crisis / Problem  / Escalation Management
• Program Management / PMO           
• Continuous Improvement
• Training / eLearning / Education     
• Technical & Field Support, Service Engineering
• Process Development & Integration 
• Regulated Industry Experience (FDA & FAA)

Service Delivery & Modeling

• Expertise spans all functions of a global service business including P&L, business development, service marketing, pre-sales engineering, field & technical services, reverse logistics, industrial engineering, talent management, key account management, CRM implementations, and customer loyalty programs
• Geographical breath includes resource management in the US, Latin & South America, Europe & Asia
• Highly leveraged blended resource models includes in-sourcing & out-sourcing, on-shore & off-shore
• Multi-industry experience spans the high-volume, channel and market diversity of the personal computer business; the complexity, availability and high-touch requirements of data storage; the response and precision requirements of in-flight avionics and the documentation and thoroughness of the medical device industry

Recognition & Business Simplification

• Recognized by Service Strategies, Inc. and Omega Management Group Corp. for significantly increasing customer satisfaction ratings thru Top Box and Net Promoter Score (NPS) methodologies
• Created and launched industry-leading, frequently emulated, online training program allowing company partners and customers to gain product proficiency and lower support costs
• Led development of Professional Services infrastructure including capability definition and strategy, partner selection, pricing, forecasting, and budgeting / P&L management
• Led Quantum to become the first data storage company to include web-based remote diagnostics with BITE (built-in test). Greatly improved customer satisfaction by integrating machine-to-machine (M2M) diagnostic scripting capabilities within CRM application, reducing MTTR and costly no-fault-found activity. Solution also provided revenue growth opportunities in Professional Services offerings

Controlling & Monitoring

• $6.8-million savings in warranty spend due to aggressive management of service delivery practices, strategy redefinition, repair cost reduction, and increased product reliability
• Adopted and adapted Lean Six Sigma principles for managing complexity and variability in Service delivery activities. Frequently coached other high-technology companies on practices
• Introduced the business to true business intelligence / analytics ensuring rapid response to product problems, service delivery defects and operational lapses
• Known for taking aggressive and proactive action in working issues upstream impacting reliability, maintainability and testability

Leading & Directing

• Acted as a field general in resolving demanding product situations requiring a unique combination of content expertise, internal operations knowledge, communication skills and decision making ability
• Developed exceptional management team, moving staff to positions in line with their skill set and adding new talent
• Restructured Program Management to add greater emphasis on customer satisfaction, on-time schedule performance, financial management, risk management and communication effectiveness

Planning & Organizing

• Developed blended on/off-shore, in/out-sourcing support solution spanning 5 global locations, which led to company's receipt of the "Star Award" from Service & Support Professionals Association (now Technology Services Industry Assoc) for "best-in-class" outsourcing practices
• Led a change in program management funding by shifting program management resources from in-direct to direct adding process maturity and accountability to function
• Redefined customer relationship management practices by implementing CRM for airline operations and program management providing decision support to executives, rapid access to backline support staff, shortened escalation timelines, and personalized communication plans
• Developed ability to work with ambiguous requirements, including flexibility to change direction based on early feedback

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