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Customer Service Executive Resume
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| Desired Industry: Customer Service/Technical Support |
SpiderID: 29327 |
| Desired Job Location: Denver, Colorado |
Date Posted: 10/27/2009 |
| Type of Position: Full-Time Permanent |
Availability Date: 12/01/09 |
| Desired Wage: 200,00.00 |
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U.S. Work Authorization: Yes |
| Job Level: Executive (President, VP, CEO) |
Willing to Travel: Yes, Less Than 25% |
| Highest Degree Attained: Bachelors |
Willing to Relocate: No |
Objective:
To Whom It May Concern:
I am a seasoned Customer Service and Sales Executive in the high tech industries.
As you will see from my resume I have a unique background of over 20 years of Sales and Customer Services experience along with being an extremely successful entrepreneur for the last two years.
All of which has given me the ability to understand the customer requirements and needs from both a presales and post sales perspective. This has allowed me to develop a much deeper relationship with my customers and an unfair advantage over the competition.
During the last two years I started my own business in the Personal Development industry. This has been an extremely satisfying experience that has further honed my Customer skills, my Sales skills and my Team Building skills. My first full year in the business I won the rising star award and have been recognized many times for how well I have grown this business. I have now turned this business over to my wife and am looking forward with great anticipation to get back into the corporate world where I can further utilize all of my skills and talents.
Best Regards,
Rob Swanson
rswan78100@msn.com
Home 303-955-5718
Cell 303-565-0030
Experience:
ROBERT J. SWANSON
22096 E Hoover Dr
Aurora, CO 80016
Cell: 303-565-0030
Email: rswan78100@msn.com
EXPERTISE:
Seasoned professional with expertise in both Sales and Customer Service.
High-energy manager with excellent verbal and written communication skills.
Strong leadership skills with talent for mentoring and developing team members.
Proven success in strategic planning, C level negotiations, and securing long term multi-million Dollar contracts
Successful Entrepreneur
EXPERIENCE
Self Employed Entrepreneur
Polaris Media Corporation
September 2007 to Present
Successfully started my own business in the Personal Development Industry. As an independent distributor for Polaris Media I had to very quickly learn new Marketing skills and how to run an internet based business. This business has further refined my customer skills, my sales skills and my Leadership skills. I have now turned this business over to my wife and am looking forward with great anticipation to get back into the corporate world where I can further utilize all of my skills and talents.
Accomplishments:
Won the Rising Star Award for 2008 First full year doing the business
Developed enormously successful teams
Became expert worldwide internet marketer
Having to make daily sales calls, support and mentor my teams I have developed even stronger communication and leadership skills
Solectron Corporation Milpitas, CA
Vice President Americas Sales Global Services
August 2004 to September 2007
Responsible for managing Americas Service Sales team to develop new customers and grow existing customer revenues for outsourcing of reverse logistics, fulfillment and repair services.
Set Goals and strategic direction for sales team and insure that they are met or exceeded.
Maintained and developed strong customer relationships.
Generated new business opportunities by developing service sales strategies and solutions while minimizing conflict and maximizing revenue.
Accomplishments:
Grew sales pipeline from $60 million to over $700 million
Grew revenues year over year by 30%
Successfully negotiated major contracts and closed over $100 million in new business:
o Won new contract with Sprint Wireless that grew the annual revenue by an additional $22 million. Total revenue went from $60 million to $82 million
o Won new business from Motorola Wireless for $47 million per year
o Won outsourcing contact with Cingular wireless to staff and operate walk-in and drop off repair stores - $9.5 million per year
o Won repair contract with Intel for $35 million per year
Major customers include Motorola, Sprint Wireless, Verifone, Microsoft, AT&T/Cingular Wireless, Sanyo, Sony Ericsson and Intel Corporation
Pinnacle Systems Mountain View, CA
Vice President, Global Services Mar 2003 to August 2004
Pinnacle recruited me to pull together several independent support groups acquired through 13 different acquisitions and make them into one cohesive global services organization. The goal was to institute a service minded culture throughout the company and to run service as a business with full profit and loss responsibility. These groups functionally consisted of: Professional Services, Training, S/W and applications support, H/W support, Logistics and Business Administration functions.
Managed a Global team of people with support offices in the U.S., Germany, England, France, China, Singapore and Japan.
Brought the support groups together as an integrated team and the feedback from the customers was excellent.
Service revenues exceeded $20 million per year.
Managed large complex professional services contracts with customers such as CNN, GTN - Canada, AZMedia - Germany, SABC - South Africa.
Developed contractor relationships to allow us to quickly expand and reduce the Professional Services organization as business dictates.
Revamped all service offerings and pricing to make them more competitive in the market place and also to make them consistent across all product lines.
Changed training organization into a focused group that provided a much higher level of value and service to both internal and external customers.
Rolled out new Dealer and Channel certification programs to insure that the partners were providing the highest levels of support to the end user customers.
AT&T, Denver, CO
SR Client Business Manager Sales
Mar 2002 Mar 2003
I was responsible for managing and growing revenues for 10 of the largest AT&T customers in Denver Metro area.
Managed a team of three people and in one year we successfully grew the revenues by 15% in a down turn economy.
Ability to quickly build trusting relationships with my customers was key to success
Utilized excellent communication skills to navigate inside of AT&T to obtain the best deals and installation times for my customers
ADVANCED DIGITAL INFORMATION COMPANY (ADIC), Englewood, CO
EMASS (acquired by ADIC in 1998)
Vice President, Worldwide Customer Service July 1994 Mar 2002
Managed Global organization of over 200 employees, servicing over 70,000 tape automation and software products. Built the customer service organization, including on-site service, help desk and tech support, call dispatch, business services, logistics and spare parts processes. Managed conversion of customer service database to Oracle, which integrated sales, service, and marketing into one CRM system.
Transformed the service business; increasing revenues from $6.1 M with a negative margin of $1M in 1994 to annual earnings in excess of $35M with an operating margin of over 30%. Major clients included Microsoft, Goldman Sachs, Arthur Anderson, Shell Oil, Schlumberger, and Deutsche Bank.
Successfully incorporated EMASS service organization into ADIC corporate structure, transitioning new products into processes for customer service by working closely with sales and marketing. This efficient transition significantly increased sales revenues.
Grew Service organization by designing and building a two-tier support model for customers. Developed the infrastructure for call center and help desks, creating a worldwide database for all customer queries and call histories.
Implemented a worldwide logistics system that utilized Strategic Stocking Locations, keeping costs to a minimum while providing 99% on time delivery of spare parts.
Utilized call centers in Europe and US, and 3rd party service partners with the centralized customer database, to provide 24/7 support in the most remote areas of the world.
Education:
EDUCATION
Business Administration
Dallas Baptist University, Dallas, TX
Electronics
Northwestern Electronics Institute, Minneapolis, MN
Professional Development Courses:
Statistical Process Control
Total Quality Management,
Road Map to Problem-Solving
How to be an effective manager
Candidate Contact Information:
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