Results-oriented Executive with demonstrated success in driving highly successful customer support, process improvement and quality initiatives to increase revenue, profitability and competitive advantage in US and global environments.
* Facilitated 10-year growth from $150 million to $1.3 billion through realignment of company culture from product to solutions provider, with quality and process improvement as key drivers.
* Developed and led support organizations worldwide. Aligned support strategy and initiatives with business unit financial goals, and achieved $1M in annual cost savings.
* Cut costs $3 million and customer response time 70% by setting up 6 support center operations across Europe and Asia.
* Implemented global call tracking/management system, regional project management and client service initiatives.
Solid leader with track record of increasing efficiency and client satisfaction while bolstering the top and bottom lines.
* Protected $200+ million annual revenue stream through improved global customer support and quick problem resolution.
* Standardized support center processes and introduced new methodologies and tools. Significantly increased efficiency and reduced customer response times.
* Increasing maintenance revenue by $10 million in 1 year; designed and implemented professional services proposals.
* Reduced return cycle time 33% and costs 20% by reengineering warranty center processes and procedures.
Strong team builder with can-do attitude who organizes and manages service-focused groups to get the job done.
* Partnered with key customers and suppliers to understand quality and support issues, and enhanced professional service offerings.
* Implemented customer satisfaction metrics and drove survey results into the organization for continuous improvement. Increased customer loyalty from 61% to 79% in 1 year.
* Recognized with Presidential Excellence Award for achieving ISO 9001-2000 certification in a record 7 months at 3 US and Mexico facilities.
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Experienced in working with Fortune 500 leaders including Wal-Mart, GM, Exxon Mobil, MCI, Kmart, Ford, Telesat Canada, ChevronTexaco, and a host of international organizations and government agencies.
MSEE, New Jersey Institute of Technology, Newark, NJ.
BSEE, University of Delhi, New Delhi, India.
PhD (all but doctoral dissertation), New Jersey Inst. of Technology, Newark, NJ.
Available for relocation. Trained in Six Sigma. Permanent US resident.
PROFESSIONAL EXPERIENCE
Fortune 500 Company 1993 - Present
Providing broadband satellite communications products and services
Senior Director, Operations Quality, '01 - Present
Full responsibility for quality, customer satisfaction, warranty repair, 4 direct/60 indirect reports and $1.5 million budget.
* Restructured process and quality initiatives to facilitate penetration of new markets; led ISO 9001 certification.
* Drove customer feedback from call centers and warranty repair throughout the organization.
* Qualified 3rd-party manufacturers in Mexico and China; leveraged SPC and Six Sigma strategies to enhance quality.
Senior Director, International Customer Support, '98 - '01
Full responsibility for project engineering, network installation and customer support center. 9 direct/30 indirect reports and $3M annual budget.
* Reengineered global customer service infrastructure and introduced standard operating procedures.
* Established in-country support centers in China, India, Thailand, Indonesia, Russia and Italy.
* Implemented global call tracking/management system, regional project management and client service initiatives.
Director, Corporate Quality, '93 - '98
* Revamped companywide engineering, manufacturing, service, sales and business processes to attain ISO certification.
* Tested/qualified new network products, achieving design stability, manufacturing consistency and service readiness prior to shipping.
Fortune 500 company 1985 - 1993
Director, Systems Quality, '87 - '93
* Designed international TQM training program and reliability, availability and serviceability standards.
* Benchmarked quality and serviceability goals; significantly improved customer satisfaction.
Manager, Quality Improvement, '85 - '86
* Led reengineering project at Scotland factory; saved $2.7 million and increased arrival quality 52% and reliability 100%. |
