VICE PRESIDENT, CUSTOMER CARE
EXECUTIVE SUMMARY
Customer experience innovator and change agent with extensive experience leading geographically dispersed field operations, technical support and call center groups in telecommunications. Technology oriented executive and master communicator with a proven track record of developing and implementing fiscally responsible global service operational strategies, processes and technologies that creatively enhance the total customer experience.
Specialized in initiating cross-functional teams to leverage corporate resources and emerging technology to improve operational efficiency, increase customer satisfaction levels, motivate employees and create new revenue streams
Creator of innovative operational support strategies based on customer feedback, KPIs and intuitive practices
Detailed metric and statistical analyst proficient at translating data into actionable and successful results
Skilled collaborator adept at forging solid, interdepartmental relationships to enhance the customer experience
Seasoned leader and creator of talented, regional management teams who deliver consistent, top quality results
SELECTED ACHIEVEMENTS
Revenue: Transitioned customer care operations from cost center to $2.25 million revenue generating P&L center
Cost Control: Slashed 30% from operating costs by improving call center training, processes and technologies
Customer Relations: Orchestrated a $1.5M account rescue by applying skilled problem resolution techniques
Quality Assurance: Saved $500k in repair expenses through new product fault isolation and field modification efforts
AREAS OF EXPERTISE
Customer Service Business Transformation Relationship Management Strategic Planning Technical Support
Quality Assurance Process Engineering Change Management Establishing/Tracking Metrics NPS
VOC Cost Control Analysis & Problem Resolution Financial Management QA Social Media P&L
Cultural Alignment Staff Training & Scheduling Project Management Sales & Marketing Support SFDC - SalesForce
PROFESSIONAL EXPERIENCE
PRESIDENT / OWNER 2001-2004 & 2009-Present
Boutique consulting firm specialized in enhancing the customer experience for service and support oriented businesses.
Provide process, technology, training, and operational expertise for clients across multiple industries, ensuring employees at all levels focus on service-driven, customer-centric growth. Work with clients to determine needs, assess challenges and develop customized solutions to quickly transform performance for all key metrics. Assist companies of varying sizes, cultures, and products in different stages of evolution. Sample engagements include:
Telecom mfg.: Functioned as interim Director of Global Customer Operations for this $500 million network manufacturer. Directed the rescue, evolution and strategic reorganization of an international customer service and support team.
Increased customer satisfaction 25% by maximizing existing technology and reengineering support capabilities.
Raised revenue $10,000 monthly through the reorganization of custo er contact center and field support group.
Business Services software co.: Charged with improving financial performance and customer experience through process analysis and improvement recommendations for the companys 1,500-seat inbound/outbound call center.
Increased monthly sales $150,000 by evaluating and redesigning call center processes and call flow designs.
Salon and Day Spa: Retained by a startup company to evaluate all customer service and business development processes and programs and to determine methods for facilitating new market penetration and geographic dominance.
Generated 10% monthly new business growth with innovative, multi-channel marketing and advertising plans.
Retained more than 75% of new clients through continuous process monitoring and improvement application.
VICE PRESIDENT CUSTOMER OPERATIONS 2004-2009
A $50 million developer and manufacturer of golf course control systems that integrate GPS, Wi-Fi, and software.
Directed all aspects of customer service and support in 2 international contact centers while leading large-scale initiatives to reduce costs, improve responsiveness, and enhance product support. Scope included training, documentation, installation, field operations, RMA repair, sales support, warehouse, logistics, ancillary manufacturing, and contract sales. Held executive accountability for a $2 million operating budget and delivering $2.5 million in revenue generation. Supervised 8 directors and managers overseeing the performance of 50 direct and 400 indirect service personnel.
Launched national support center that transitioned customer care into a profit center generating $2.25 million annually. Designed tiered service contracts for field service/repair, service sales, installation, and training.
Increased customer satisfaction to 97% and reduced operating expenses 30% by identifying, tracking and improving customer metrics and key performance indicators critical to the optimal customer experience.
Reduced installation time 30% and on-site support costs 60% by championing customer cares role in the product development process. Provided customer input and suggestions for the UI specs of third-generation product.
Saved $200,000 annually by completing 2 full-scale relocations of support with zero downtime or customer impact.
DIRECTOR, GLOBAL CUSTOMER SERVICE AND SUPPORT 2000-2001
Startup software developer and SaaS provider in the electronic publishing and delivery space generating $20M annually.
Recruited to launch and manage international customer service/support function that required multiple language coverage. Filled an expanding role in this startup software company assisting with; product development, product sales, marketing, advertising and international partner negotiations. Developed and continually improved key business processes while managing new product launch. Supervised 3 directors and managed $500k operational budget.
Established 24x7 international customer service/support center, completing project 4 weeks ahead of schedule and 30% under budget. Created operating plans, specified resources, developed all required processes and procedures.
Increased uptake 40% and revenue $15,000 monthly by collecting and applying targeted customer data in marketing.
Developed dynamic, multi-lingual, web-based support service based on RightNow technology used in 9 countries significantly reducing customer cancellations, enhancing partner sales and creating a favorable customer experience.
Slashed 25% from product development time with implementation of a new customer-driven development process.
DIRECTOR, GLOBAL TECHNICAL OPERATIONS 1996-2000
A $300 million global designer, manufacturer, and marketer of video based telecommunications systems.
Supervised 5 managers with accountability for 85 employees; providing daily contact, motivation, and training to ensure unprecedented performance and uninterrupted customer service through periods of significant internal change.
Increased customer satisfaction from 8.2 to 9.5 in just 6 months and reduced operating expenses 15% by pioneering the use of a virtual technical support technique that paired call-center support with field service engineers.
Generated $250,000 in new service revenue by expanding international support operations into Latin America.
Unified sales and service operations after merger of 3 diverse companies. Eliminated barriers and improved efficiency through better communication, employee education, and adoption of a strong corporate culture.
Saved $100,000 annually and trained more than 400 remote service technicians by conceptualizing, designing, and implementing a revolutionary self-paced, web-based training program for third-party service providers and partners.
EDUCATION
Bachelor of Science in Business Administration University of Phoenix
Associate of Applied Science in Radio Communication Technology Community College of the Air Force |
