Passionate, High EnergyManager Customer Services / Services Sales / Operations

Comprehensive management experience inclusive of supporting Fortune 500 clients, providing for Business Development, Services Sales Development, Customer & Account Management, Customer Relationship Management, P&L accountability, Contract negotiations, Growth & Profit, Coach, Mentor, Conflict Resolution, Operations, Demand Resource Forecasting, Turnarounds & Multi-Site, Business Planning, & Strategic Planning

Proven track record of strong leadership. Drove double-digit revenue growth and unprecedented customer satisfaction through superior delivery of Compaq/Hewlett-Packard’s customer services and professional service organizations. Established policies, procedures, and business processes around the operations of professional services engagements and product driving lifecycle delivery and management of support phases into strategic Fortune 500 accounts. Repeatedly selected to improve and/or turnaround district service units performance across the U.S. Consistently identified new service features and expanded services business into accounts, including clients such as Target, Visa, Sprint and Mobil Corporation, MCI/WorldCom, and Kaiser. Managed $38M budget. Delivery management of Greyhound’s ITS application development projects for both the US and Canada. Provided for the business development, service delivery and operations management of Swanson Services South Central Region managing hardware, application software, installation, technical support services, professional services delivery, and sales support including lifecycle delivery and support of product and services into the client base.

* Built professional services sales unit to #1 ranked in North America
* Increased service revenues by 17% as temporary leader of troubled business unit
* Increased Region revenues by 20% year-over-year

B.B.A., Business Administration, 
Electronics Certification,

Selected Accomplishments

* Built professional services/sales unit to #1 ranked in North America. Recruited to turnaround Compaq’s unprofitable Colorado Division. Created customer-focused services, developed innovative marketing publication, and drove division-wide best practices. Achieved 12-15% annual revenue growth, ultimately doubling revenues to $38M. Awarded District top honors during six of eight quarters as District Service Delivery Manager.

* Increased service revenues by 17% as temporary leader of troubled business unit. As District Manager for Compaq’s Western Support/Services District, selected to temporarily direct a second district until a permanent replacement was found. Grew revenue 5-7% quarterly, expertly managed internal expenses, turned around deteriorating employee morale. Drove customer satisfaction ratings from “dissatisfied” to “greatly satisfied.”

* Increased Region revenues by 20% year-over-year while at Swanson Services Corporation. Turned a failing region into a highly profitable region through client-focused business initiatives. Driving top-line revenue growth exceeding 15-20% year-over-year. Driving customer satisfaction ratings from “dissatisfied” to “greatly satisfied.”

Career Summary

Confidential
Manager of Operations, South Central Region
2005 – 2011
Provided for the business development, service delivery and operations management throughout the South Central Region with area coverage including Texas, Louisiana, New Mexico, Oklahoma, Arkansas, Tennessee, Mississippi, and Missouri, with direct P & L responsibility for the Region. Managed a staff of 12 Operations Managers, Technical Resource Managers, and Sales Professionals providing hardware, application software, installation, technical support services, professional services delivery, and sales support engagements of Swanson’s product and services. Responsible for designing and implementing improved process and operational policies. Recommend changes to products and services to fulfill customer needs. Aligned with organizations for product and services lifecycle implementation such as with sales, product development, legal, finance, managed services and analysts to ensure stellar support and delivery of engagements were met. Developed strategic business relationships by working with key business units to ensure successful testing, quality assurance, training, documentation, and implementation of projects were established for implementation into client base. Developed/Managed key performance metrics. Engaged in contract negotiations. Had complete responsibility for human resource functions which included employee development and training, staffing and compliance management. Managed $15M P&L and capital management budget

Confidential., Dallas, TX 
Project Manager, ITS
2003-2004
Managed all project activities relating to the design, development, and implementation of new or existing HP NonStop applications, including the assignment of work to the Project staff. Responsible for management of 6 developers and 2 business analyst including the monitoring, directing and coordination of their efforts in support of the end-user for US and Canadian operations. Also project managed the business development of a $6M Shipping POS application for introduction into Canada.

Confidential

District Manager, Service Delivery, Colorado Springs, CO
2002-2003
Provided for the business development, service delivery and operations management of the District supporting Colorado, Arizona and New Mexico. Managed a staff of 18-20 Customer Service Representatives and Services Sales and Delivery Professionals which provided peerless hardware, software, installation, technical support services, professional services delivery, and sales support for Fortune 500 clients such as DIRECTV, MCI/WorldCom, Intel and Quantum, ensuring that customers were retained, satisfied, and that their needs were fulfilled. Responsible for designing and implementing improved process and operational policies. Recommended changes to products and services to fulfill customer needs. Aligned with organizations for professional services lifecycle implementation such as with sales, product development, legal, finance, training, managed services and analysts to ensure stellar support and delivery of engagements were met. Developed strategic relationships by working with key business units to ensure successful testing, quality assurance, training, documentation, and implementation of projects were established for implementation into client base. Developed/Managed key performance metrics. Provided for Employee development and training, inventory management, Channel Sales/Services relationship management. Budgeting & forecasting.

District / Area Manager, Confidential, Denver, CO
1999-2002
Provided superior leadership for the business development, customer & account management, and the strategic planning for the Midwest Area District including Nevada, Utah, Colorado, Wyoming, Missouri, Minnesota, Oklahoma, Nebraska, Iowa, and Kansas. Directed a staff of up to 40 Professional Services Sales Reps, Technical support Engineers, and Customer Service Management staff for delivery of hardware maintenance, installations, and consulting services to business clients, including Sprint, VISA, MGM Grand, Kaiser, American Express, Intermountain Healthcare, Washington Mutual, West Corporation, Target, First Data Corporation, MasterCard, and John Deere across Colorado and Midwest District. Aligned with organizations for product and professional services lifecycle implementation such as with sales, product development, legal, finance, training, managed services and analysts to ensure stellar support and delivery of engagements were met. Developed strategic business relationships by working with key business units to ensure successful testing, quality assurance, training, documentation, and implementation of projects were completed for client engagement. Successes resulted in additional leadership of Southwest District service delivery team of 18 technical service and services sales professionals. Turned around struggling computer support services business District covering California, Arizona, and New Mexico. Developed and Implemented corporate service programs throughout the Districts. Developed/Managed key performance metrics. Provided for Employee development and training, inventory management, Channel Sales/Services relationship management. Managed $38M P&L and capital management budget.

Customer Support Branch Manager, Dallas, TX
1993-1999
Led team of 18-21 service professionals in delivery of first class, customer-focused services and support for clients within the Southern District including Texas, Oklahoma, Louisiana, and Mississippi including Mobil Corporation, ACS, Bank of America, and Fidelity Investments. Interacted frequently with customers, sales and analysts to ensure stellar support. Developed and Implemented corporate service programs throughout the District. Provided for Employee development and training, inventory management, Channel Sales/Services relationship management. Developed/Managed key performance metrics. Managed $21M P&L and capital management budget. Recruited to manage Midwest District based out of Colorado.

Sr. Support Engineer / District Lead, Dallas, TX
1986-1993
Sr. Support Engineer for Confidential Customer Services Division.