Summary

Meg Pasquerella has over 20 years of experience in the technology field. She has over 11 years of leadership in the software industry. Meg's success in remotely leading diverse teams has earned her a reputation as a manager with integrity.

Work History

Work History
Apr 2008 - Present

Customer Support Director

Cadence Design Systems, Inc.

Remotely managed a group of as many as 19 Customer Support Application Engineers.Met with employees to discuss their progress towards their objectives and define their career plans.Defined the group’s global staffing needs with peer managers.

  • Mentored two new first line managers located in our global center in Noida, India.
  • Led a team reviewing customer’s overall satisfaction with Customer Support.Analyzed transaction survey data and provided recommendations for improving Customer Support processes and Application Engineer effectiveness.
  • Managed a project incorporating lean principles in the Customer Change Request (CCR) process resulting in a 200 percent increase in CCRs characterized in one day or less.
Oct 2001 - Apr 2008

Senior Customer Support Manager

Cadence Design Systems, Inc.

Remotely managed a group of as many as 22 Customer Support Application Engineers.Met with employees to discuss their progress towards their objectives and define their career plans.Worked with peer managers to define our group’s staffing needs.Planned and participated in meetings to educate, motivate and enhance teaming with the SPB Customer Support staff and the Global Customer Support Leadership team.

  • Implemented a new internal training plan for Customer Support and Presales Application Engineers that reduced duplication of effort and costs by combining new feature training into a web-based training.
  • Worked with the R&D leadership to improve quarterly operational reporting from Customer Support to R&D resulting in a streamlined document delivering actionable information.
  • Led the planning for the 2006 and 2007 SPB Technical Conference.Both meetings came in under budget by at least 10% and received high overall satisfaction rating from the attendees.
Oct 2000 - Oct 2001

Customer Support Manager

Cadence Design Systems, Inc.

Remotely managed a group of eight Customer Support Application Engineers.Met with employees to discuss their progress towards their objectives and define their career plans.

  • Led the planning for the first technical conference for the SPB Customer Support group.
  • Initiated the use of an agenda and meeting minutes in the SPB Manager’s Roundtable.
Apr 1998 - Oct 2000

Principal Customer Support Application Engineer

Cadence Design Systems, Inc.

Provided technical support to Printed Circuit Board (PCB) design software customers via a call center.Provided customer input and represented customer’s needs to the R&D team as part of the product planning team for future releases.

  • Lead the Application Engineer Advisory Board to develop a Rotation for Retention program for Customer Support.
  • Co-lead the Processes and Procedures project documenting the necessary information for AEs’ use in their day-to-day job.
  • Developed web-based training classes for the next release of Cadence Performance Engineering Software.
Apr 1997 - Apr 1998

Solutions Engineer

Cadence Design Systems, Inc.

Participated in sales activities as a technical expert.Provided technical support to PCB design software customers via a call center.Delivered numerous product training classes to worldwide customers for the Educational Services organization.Analyzed customer usage of the customer support organization to improve customer service.

Sep 1995 - Apr 1997

Applications Engineer

Cadence Design Systems, Inc.

Participated in sales activities as a technical expert.Worked with the account manager to define the sales strategy.Provided technical support to PCB design software customers via a call center.Delivered numerous product training classes to worldwide customers for the Educational Services organization.

  • Served as the Library Manager for the GI Library Development project.Implemented a new Quality Assurance process for library development resulting in greater customer satisfaction and improved customer relations.
  • Implemented a web-based AE calendar allowing managers to better track their employees’ schedules.
Jul 1991 - Sep 1995

Engineer

Westinghouse Electric Corporation

Performed schematic capture, board layout and simulation of mixed-signal telemetry PCBs.Wrote design requirements specifications, test plans and interface control documents for the telemetry boards.Participated in the development of proposals for government contracts.

Education

Education

Skills

Skills

People Management

Project Management

Customer Service

Team Development