High-Performance Service Leader with experience building successful service departments which promote customer and employee satisfaction, team building, and new service revenue opportunities. Focusing on what needs to be done, what is most important, efficiency and department member ownership that builds accomplishment, morale, and results. Understanding the customer and listening to ideas provides swift and positive action and a favorable effect in increasing performance, revenue, and profit margin. 
Career Highlights

• Achieved unprecedented highest quarterly performance rankings in service delivery in the medical device field against major competitors.
• Successfully built a partner network of major equipment manufacturers and dealers to complement a direct service staff and to catapult equipment and service contract sales in the United States.
• Maintained a high level of efficiency and morale in providing exemplary service without adding headcount despite significant equipment growth and complexity through process improvement, morale building and confidence management.

Areas of Expertise

• Service Revenue Growth and Margin
• Technical Service and Support
• Call Center Support
• Strategic Alliances & Partnerships
• Account Management
• Global Distribution Networks
• Revenue Growth & Margin Protection
• Technical Service & Support
• Vendor Service Agreements
• New Product & Service Segment Launch
• Executive Presentations
• Team Building & Team Leadership

Experience and Achievements

Confidential, Wayne, NJ 2001–2012
Executive Vice President service
Established company’s strategic and operating plans with the executive management team. Supported Sales, Marketing, and Finance to maximize customer satisfaction, drive cost efficiency, stimulate partnerships and keep all company teams informed. Led all facets of service delivery in technical call center customer support, field service engineering, parts and logistics, service applications and training, partner management, service business and contracts and project management. Determined sales goals and formulated plans to capture business opportunities, identify, secure and implement strategic alliances and partnerships. Managed staff and budgets.

• Achieved unprecedented highest quarterly performance rankings in MD Buyline for a record 27 quarters in a row and repeatedly Best in Klas. Independent customer surveys by third party showed a 94% customer satisfaction score for service delivery.
• Attained favorable service revenue to budget by promoting a customer focused approach and listening to customer needs and wants then modifying service plans and options. Service profit margin attained 62% exceeding the 53% budgetary goal during the past three years.Service contract generation rose 48% in first year due to partner sales of contracts, annual revenue run rate increased 34% or $8.5 million.
• Remained under budget for internal salaries, overtime and expenses by working with employees, successfully building a team concept that worked, and improved communication and process efficiency.
• Retained a remarkable employee retention rate despite new job complexities and demands created to win against other competitors. In the past three years 2% were dismissed and 0% resigned.
• Drove product development, teaming with OEM partner and internal service support and engineering.
• Negotiated and implemented a long lasting and successful partner network by treating partners fairly, constant communication and mutual respect.
• Successfully implemented new enterprise software and trained entire staff to be proficient.

Confidential, Cranbury, NJ 2000-2001 
VICE PRESIDENT OPERATIONS 
Managed all facets of product, support operations, and personnel. Created a new service department to provide more efficient customer support and a profit center for the company Reengineered the product fulfillment center and structured inventory control. Build a stronger liaison between Sales and Service and the partner network.

• Built a partnering customer support network in Europe focusing in England, France and Italy.
• Reduced overtime costs by improved structured efficiency, supervisor approval and accountability.
• Created new service offerings and improved contract renewal percentage increasing service revenues 150%.
• Created and maintained structured Service/Sales meetings to get both groups informed working together.

Confidential, Naugatuck, CT 1995–2000
DIRECTOR OF FIELD OPERATIONS
Led 150 field service engineers, support personnel, and management to work with customers in the field of data communications. Promoted increased customer attention and routinely visited major accounts to gauge our performance and their needs. Customer satisfaction metrics implemented and improved on quarterly in the areas of response to site, mean time to repair, repair completion percentage and customer satisfaction.

• Created new field management structure to insure closer management of the customers and employees.
• Instituted quarterly employee awards to positively acknowledge accomplishments and hard work.
• Instituted a service contract department to manage contract capture rate, renewal rate, and on time billings. Service contract revenues increased 60% over the five year period going from $10.2 million to $16.4 million annually.

Education

Masters Degree, Computer and Info Science 
Bachelors Degree, Business Administration

Technical Expertise

Computer literate and proficient with a variety of hardware and software packages, including web-based and graphics programs (Adobe Acrobat, Photoshop, Illustrator) and advanced use of entire Microsoft Office suite. Solid understanding of networking and data management. Experience with Lotus, Astea, and PowerPoint presentation skills.