Manager of the DSS Global Customer Service department through a period of intense growth (50% increase in revenue). Responsible for more than 35 high level product experts spread out across the US, Argentina, Canada, Germany, India, and Russia. Customer base included major OEMs in Aerospace, Automotive, and manufacturing, including Boeing 787 (24x7), Ford Global Support, Sikorsky Helicopters, JCI Automotive, and Komatsu. Coordinated with various IT teams for product environments, telephone hardware configurations, various 3rd party support agreements, virtualized environments, etc. Guided the development of a metrics package that allowed us to focus our resources on the Boeing 787 project – we went from last to 2nd place in TAT & backlog.
Responsible for creating SOWs and for estimating large support contracts. Participated in sales calls where I presented the help desk service to the desicion makers in the client company.Created a spreadsheet estimation system that allowed us to accurately estimate the predicted call volume, associated FTE requirements, as well as our price based on our margin requirements.
Led the implementation of a cloud based ACD phone system to replace a system that was being retired and found a better and cheaper solution. Responsible for budget planning, education planning, software upgrade coordination, personnel review, contract review, and pricing.