Summary

Enthusiastic, productive leader with extensive experience managing national technical service teams in multiple contact centers/locations. Excels in planning, developing and implementing strategies that respond to customer and market demands; and solving difficult customer issues while providing the best resolution for the customer and company. Consistently delivers support, software and technical communication/documentation that increases satisfaction and life-long customer loyalty. A committed leader who empowers individuals and teams to make decisions that result in high productivity, morale and customer satisfaction.

KEY ACCOMPLISHMENTS:

¨Increased staff individual productivity by 20% by sharing company vision and empowered employees to make decisions on behalf of the company (Google)

¨Increased customer satisfaction from a 40% level to over 93% (Google)

¨Reduction in response times from over 30 minutes to under eight seconds (Google)

¨Managed in-house customer support technicians for a 24/7 multiple contact centers (dMarc)

¨Reduced abandon call rate by 20% to under 1% abandon rate (Prophet Systems)

¨Increased recurring support revenue from $1.7 million to $3.8 million per year (Prophet Systems)

¨Consistently achieved customer satisfaction ratings that exceed industry standards

Work History

Work History
Nov 2009 - Present

Performance Manager

Arbitron

Responsible for day to day management of 200+ seat out-bound call center.Inspire the team to meet goals with tight timelines.Ability to identify processes and implement improvements for center efficiency.

¨Improved processes which will result in a savings in supervisor time

¨Team training implemented with improvement in center performance

¨Six Sigma training

Feb 2006 - Jun 2009

Manager II, Sales Technical Operations - APAC

Google
Hired and led a new team in Singapore that provided support for all sales channels throughout the Asia Pacific Region. Managing a team that troubleshot and supported ad serving systems and other Internet-based applications. Primary liaison between sales teams, product management and engineering.
Nov 2004 - Feb 2006

Vice President Customer Support

dMarc Broadcasting
(dMarc was purchased by Google in February 2006) Managed Technical Support and Field Service staff of over 30, which included remote staff working from Overland Park, Kansas office and various home office locations throughout the US. Managed production department which built servers and workstations configured with company software and then sent to customers. Managed purchasing and inventory departments. .
Apr 1998 - Nov 2004

Senior Manager, Customer Support

RCS
Managed 32 in-house customer support technicians for a 24/7 contact center, eight field trainers home based throughout the United State, and two customer support associates. Consolidated three different departments to include technical support, customer service and field technical services into one cohesive department. Managed department budget line
Apr 1996 - Apr 1998

Field Installation

RCS
Travel to customer sites and install computer hardware/software and then train customer on operation of software. Sent on assignments to fix customer hardware, networking issues.
Jan 1995 - Oct 1995

Music Director/Promotions Coordinator

KMPS
Worked on air, worked with promotions director on station promotions. Mostly worked with radio representatives and artists and scheduling the stations music and promotions.
Mar 1988 - Nov 1994

Program Director / Mornings

Clear Channel Communications
Program Director - Morning Personality of KYAK Radio Anchorage Alaska

Education

Education

Bachelor of Science

Glendale University

Skills

Skills

MS Office

MS Office Certified