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| Desired Industry: Customer Service/Technical Support |
SpiderID: 18919 |
| Desired Job Location: Sarasota, Florida |
Date Posted: 2/11/2008 |
| Type of Position: Full-Time Permanent |
Availability Date: 2/18/2008 |
| Desired Wage: |
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U.S. Work Authorization: Yes |
| Job Level: Executive (President, VP, CEO) |
Willing to Travel: Yes, 25-50% |
| Highest Degree Attained: Masters |
Willing to Relocate: No |
Objective:
EXECUTIVE MANAGEMENT
Strategic Planning
Customer Service
Call Center Operations
Accomplished Executive with domestic and international experience in operations, customer service and call centers involving both startup and growth organizations. Decisive, results oriented leader with proven success in developing customer service programs and long-term leadership for multimillion-dollar software and franchise organizations. Track record of delighting customers, directing staff, and spearheading operational improvements to increase service, drive productivity and reduce costs. Excel in demanding, dynamic environments while remaining focused and agile.
CORE COMPETENCIES
Visionary Leadership
Organizational Restructuring
Operational Improvements
Strategic Alliances
Delighting Customers
Global View
Staff Development
Key Vendor Relationships
Technology Acquisition
Experience:
PROFESSIONAL EXPERIENCE
Jackson Hewitt Tax Service Inc., Sarasota, Florida 11/2006 - 2/2008
Director – Support Center and Customer Services
Provide executive leadership for a $7 million+ Support and Customer Service infrastructure with in-house operations and two outsourced partners, serving more than 40,000 franchise employees and millions of customers.
Lead operations and strategic direction with full responsibility for bottom line factors, including long range planning, infrastructure improvements and service delivery. Provide cross-functional management, direct 4 Managers, and provide general oversight of 120+ employees. Direct all operations for Technical Support and Customer Service, oversee infrastructure improvement projects, identify and negotiate successful vendor partnerships. Redefine organizational structure and perform financial evaluation of department results.
Key Achievements:
* Reorganized a support organization into a responsive, service-driven, customer focused organization resulting in a more than 90% reduction in customer hold time in one year.
* Substantially improved productivity through the reengineering of processes and the introduction of new technologies.
* Developed and introduced successful partnerships with new vendors to double the capacity of the business.
* Lead efficiency improvements and cost reductions through strategic decisions and efficient restructuring.
CSG Systems, Washington D.C. 10/2000 – 11/2006
USA East Manager, Customer Care, Technical Support Services 2/2001 – 11/2006
Global New Product Introduction Manager, Technical Support Services 11/2001 – 11/2006
Knowledge Evangelist, Software Products Group 10/2000 – 3/2002
Ensure delivery of best in class technical support services to domestic and international telephone and Internet service providers. Provide direction and leadership to an emerging new product delivery discipline speeding the support time to market and ensuring timely, accurate delivery of information. Design and implement Knowledge Management systems and business reengineering to reduce costs and improve products and support.
Directed cross-functional teams to create knowledge management and new product introduction processes and infrastructure. Perform strategic long-range planning and budget analysis. Design multi-division software rollout and adoption programs. Direct all operations for Technical Support and Customer Service for the Eastern United States, Canada, California and Texas providing support for the largest telephone and Internet customers.
Key Achievements:
* Achieved year over year customer satisfaction gains through direction of programs allowing customer care teams to decrease the open inventory of urgent customer requests by 80% in two years, and 90% in three years.
* Increased customer satisfaction and confidence through implementation of a customer outreach program and knowledge management practice throughout the Services organization resulting in a 35% customer satisfaction increase in 2 years.
* Direct a geographically distributed team to provide industry leading customer care, relationship management, and software technical support to enterprise customers over a diverse set of vertical markets.
* Facilitated a paradigm shift towards open and effective knowledge sharing through the introduction of new knowledge management culture, processes, and tools.
e-Biz TranzForm, Inc., Stafford, VA 06/2000 – 10/2000
Vice President – Operations
Direct staff, partners, and vendors to ensure corporate and IT infrastructure resulting in outstanding delivery of consulting, software, and software implementation for customers.
Direct responsibility for corporate bottom line, day-to-day operations and IT infrastructure. Design and implement corporate network and hardware systems. Build strategic partnerships and perform vendor negotiations.
Key Achievements:
* Formed vendor partnerships enabling eBT to perform successful software integrations and hardware rollouts for our customers.
* Provided expert client and project management to client base including: business analysis, process analysis, business plan creation, project planning, RFQ/RFP creation, cost estimation, vendor management, vendor analysis and recommendation, system analysis and design, and contract negotiation.
* Maintained corporate infrastructure directing hardware acquisition, configuration, and maintenance, administration of corporate servers, web servers, software and licensing.
CSG Systems/Lucent Bell Labs/Kenan Systems Corporation 5/1996 – 6/2000
Manager, Customer Services 5/1996 – 6/2000
Product Support Lifecycle Manager 9/1999 – 6/2000
Provide leadership for a multi-location Support and Customer Service infrastructure directing 3 team leaders and overseeing 50 staff to surpass the expectations of leading domestic and international telephony and Internet service providers. Lead operations and set strategic direction for a developing Product Lifecycle practice for the Lucent Bell Labs Software Products Support group.
Lead support and customer service operations with responsibility for bottom line factors, including long range planning, infrastructure improvements and service delivery. Define and successfully execute organizational restructuring to increase service and reduce costs. Create a product lifecycle plan and work with cross-functional teams to implement the plan throughout the organization.
Key Achievements:
* Brought together dozens of products from several vertical markets into a single customer care organization as a member of the team facilitating the merger of KSC into Lucent Technologies and later into CSG Systems.
* Increased quality and improved customer support by initiating the standardization of product launch, customer care, and support practices across the Software Products Group reducing the time to prepare support for new products from 3-6 months down to 30-45 days.
* Successfully developed several employees to management positions.
* Maintained a high departmental profit margin through management of staffing levels and resource utilization.
OTHER EMPLOYMENT AND RELEVANT EXPERIENCE
* SAFECO Insurance Company, Lakewood, CO 1/1995 – 4/1996
Agency Services Representative
* Self-Employed Farrier, Aurora, CO. 3/1994 – 6/1998
* Martin Marietta, Space Launch Systems Company, Denver, CO. 7/1988 – 1993
Aerodynamics and Payload Integration Engineer
* Stafford County, Virginia 2004 – 2007
Technology Advisory Committee Member
Participated actively on a committee of dedicated county residents that advises the County and School Boards on technology direction, decision making, and budgeting for our county school district.
Education:
EDUCATION AND CREDENTIALS
* Master of Science, Applied Mathematics, 1992. University of Colorado, Denver, CO.
* Bachelor of Science, Aerospace Engineering, 1988. Boston University, Boston, MA.
* Farrier Science, 1994. Colorado School of Trade, Lakewood, CO.
* Engineer-in-Training, #21326, April 1988, MA.
* ICSA (International Customer Service Association) Member
Candidate Contact Information:
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