Director/Manager Call Center / Technical Support / Client Services

P&L Responsibility / Customer Retention / Metrics / KPI’s / Customer Service / Coaching Mentoring / Field Operations / Outsource Management / Start-up Operations / National and International Locations / Reporting -- Software and Hardware Products and Services

Fortune 500 clients and Market Leaders: I have been fortunate enough to work or provide services for some of the leaders in this market space, including, General Electric, Honeywell, Kaiser Permanente, Netcom, Pacific Bell and Bank of America. Along with smaller market leaders such as NIKU, ABT, and Data Broadcasting. These opportunities have given me growth through positions as Technical Consultant, Client Support Manager, Product Support Manager, Call Center Manager and VP of Customer Service.

Entrepreneurial Experience / Start – ups / Turnaround Management: For the past 20 years I have been building my management expertise to build organizations that provide highly rated customer service. I have a track recorded of reducing complaints, improving satisfaction ratings, and providing real metrics to measure all the KPI’s necessary for a service organization. I have also had the opportunity to move and start-up a number of call center.

International Experience: My career has given me the opportunity to manage organizations and individuals in international locations. Thus, allowing me to interact with those customers and provide excellent customer relations and customer satisfaction.

Selected Achievements and Skills

• Created new KPI’s and Metrics for Call Center: I was hired to assess the metrics of a large call center and rewrote not only the metrics but the KPI’s for the call center and the individual agents. Result was a true understanding of how the call center really worked and what steps needed to be taken to improve the service levels.
• Customer Negotiations: I was delegated the responsibility to deal with clients who were so dissatisfied with the software product they want it removed and their money returned. Over the course of a year there were 7 major clients, an insurance firm, a greeting card manufacture, software firm, government agency that I worked with to resolve their issues and none of the clients returned the product.
• Skills: Highly personable and capable of working with all levels of management either inside or outside the company. Extremely competent IT and Customer Service professional with a proven track record of identifying problems and discovering solutions to maximize productivity while minimizing cost. Demonstrated ability to successfully form and supervise teams. Able to make tactical decisions within critical time constraints.

Confidential 2008-2009
Contractor – Denver, CO.

Independent contractor doing upgrades on a variety of projects. Project responsible for upgrading QuickStop POS systems. Conversion of 90 QuickStop stores to new Radiant Software and installation of POS scanners. Replacement of exisiting Back Office computer, installation of new scanners, reconfiguration of POS, verification that all were in functioning order, this included stores with 4 to 12 pumps. I trained all employees on the new functions of the POS and use of the scanners.
Next project was upgrades to a number of different mobile devices at Kroger distribution centers. This includes handheld and mobile mounted Windows CE and Windows Mobile devices through out the US.

Professional Experience

Confidential 2007 – 2008
Consultant – Livermore, CA

Directly managed 25 CSR’s over multiple shifts providing support for POS and software support to ACE and TrueValue Hardware stores. I manage the opening shift Tuesday thru Saturday. .Responsible for customer escalations and KPI for my individual CSR’s along with Corporate KPI’s for the call center. I was involved with the transition of the call center from a single Tier support center to a 3 Tier support center with the Tier 1 agents outsourced to Manila. Worked with IT to install new IP phones and update all CSR computers along with CSR training on the new equipment and programs. I was the IT/phone person from 4 Am to 8 AM during the week.

Confidential 2006 –2007
Product Support Specialist – Oakland, CA

Kaiser Permanente as a Technical Response Engineer for Kaisers E-learning effort, a web technology application. Highly rated for my service to clients and my ability to product. I had the highest call volume of any of the TRE’s. I provided reporting to management on successful completions in the SABA Learning System and worked with Educational Development to resolve issues with courses they created and placed on the SABA Learning System. This included remote access to the clients desktop to resolve desktop issues with the learning interface.

Confidential 2005 –2006
Consultant – Oakland, CA.

Consulting job at Kaiser Permanente as a Technical Response Engineer for Kaisers E-learning effort, a web technology application.

Confidential 2003 –2005
Consultant- Roseville, CA

Consulting job at Hewlett-Packard as a Technical Response Engineer for HP E-Learning a web technology application. Complete ITIL Fundamentals course. Response included remote access to the clients computer to resolve issues with the desktops in using the web based learning application.

Confidential. 2001–. 2002 
Product Support Manager – Danville, CA 

Selected to create and manage a group of 5 Product Support Analysts in the support of NIKU’s newest suite of products in the United States, Canada, South America and the Pacific Rim.

Confidential 1999 –. 2001
Manager - Client Support Services – Petaluma, CA 

Promoted to manage a group of Telephone Client Support Analysts along with four Field Engineers and two Support Account Managers in the support of NIKU’s suite of products in the United States, Canada, Europe, South America and the Pacific Rim. Matrix management of the European Support Desk in St. Albans, UK.

Confidential 1996 –1999
Technical Consultant – San Francisco, CA

Hired to supervise installation of Project Management Software on client sites. Completing the highest number of successful installation in the company history. Also, was sent to unsuccessful installations to correct and complete successful installation. Installation included setting up instances in Oracle or SQL.

Confidential 1996 –1996
Consultant – San Ramon, CA 

Chosen to fill various consulting positions for a number of high-profile clients including the following projects:

MIS Operations Manager – Confidential

Selected to manage daily operation of IT department for Internet Service Provider, Sun Servers utilizing Solaris 2.5. Supervised seven Operators and four System Administrators.

Technical Requirements Analysis ( Project Manager) – Pacific Bell

Hired to develop technical requirements to support the reconstruction and upgrade of network infrastructure sustaining over 2,000 users.

System Engineer – Confidential

Hired to monitor and maintain money transfer LAN/WAN network consisting of over 500 nodes with DECNET and TCP/IP interconnections.

Confidential. 1992 - 1996
Network Operations Manager – San Mateo, CA

Selected to manage the conversion from dumb terminals to in-house computer systems and maintained Microsoft for Workstations Ethernet network for a company that broadcasts stock market over FM, Cable TV and Satellite. I also managed the NOC for a 24 hr 6 day a week operation. 10 direct reports to maintain computer systems and monitor NOC.

Confidential 1991 –1992
Technical Account Manager/Application Engineer – Horsham, PA

Hired to manage Western regional pre- and post-sales support for a company that produced protocol analyzers for telecommunications and LAN’s.