Director Customer Success or Sr. Manager Customer Success or Dir

SUMMARY
Highly motivated solution oriented leader with 15+ years in Support Services Man
agement and Project Management. Highly skilled at vendor, partner and internal r
elationship building at all levels, contract negotiations and cross functional p
roject leadership. Energetic and driven individual, with a passion to identify a
nd resolve issues and improve processes to reduce costs, provide greater efficie
ncy and increase customer satisfaction. Experienced in designing and launching g
lobal support offerings including researching and providing any country specific
requirements.
TECHNICAL SKILLS
Win 95, Win 98, Win 2K, XP, Vista, Win 7, NT 3.51, and 4.0.
Schedule+, Outlook, Exchange 4.0, 5.x and 6x, Visio, MS Office.
Clarify, eBox, Sugar, Crystal Reports, RightNow, FrontPage, Publisher, Quicken,
MS Project and Hyperion.
Aspect, Avaya, Cisco and Transera
EXPERIENCE
Plastic Logic, Mountain View, CA 9/2009 a" 8/2010
Sr. Support Services Manager
Responsible for building Support Service organization from ground up.
a Building and training call center team.
a Hiring and managing CSE team
a Setting business requirements, setting goals
a building processes
a Setting business rules and guidelines
a Training development for support services and partners.
a Social media support development
Project management and system design
a Forward and reverse logistics for all products.
a Design for CRM and Knowledgebase
a Design and install Forums and chat service.
Brought call center online and managed systems design and implementation to prod
uct announcement readiness. Supported Beta and Pilot program releases and design
for FCS.
TiVo, Alviso, CA 12/2007 - 10/2008

Call Center Operations and Technical Manager
Responsible for call center operations and management, management of technical e
ngineering and executive relations support teams, Support department budget, sup
port policy creation, partner relations and vendor management.
Responsible for the creation of 2 new call centers handling more than 100K conta
cts per month and on-going management of the current Contact Centers during tran
sition. In a 6 month period, identified requirements, issued RFP, qualified 2 ne
w partners and launched 2 new call centers.
o Reduced costs by 3-8 cents per minute, improved quality of service and documen
tation and increased FCR rates by more than 20%.
o Managed relationships with call center partners with overall goal to increase
support quality and reduce costs.
o Managed and maintained call routing software and IVR routing and messaging.
o Created one stop call resolution and issue ownership process to increase custo
mer satisfaction and first call resolution.
o Revamped Quality monitoring to provide quantitative results and ensure consist
ent quality service across all agents at all partners.
o Managed Consumer Sales and Retention teams and increased retention save rates
by more than 10% and direct sales close rates by more than 15%, by increasing a
gent knowledge of features, benefits and options for customer needs.
o Improved product quality, customer satisfaction, and process time through coor
dination of communication processes between the call centers, Engineering, Marke
ting and Sales teams. Created regular reports and meetings to identify issues an
d customer concerns and create actionable plans to resolve or improve the items
identified.
a Responsible for Customer Support Budget requirements, usage and guidelines. B
udget areas included cost per contact, training, travel and partner solutions.
o Initiated and managed project to update all knowledge database content both in
ternal and external facing.
o Created Support Intranet to maximize information proliferation and 1 source in
formation updates.
o Responsible for executive level presentations and support requirements justifi
cations.
o Managed all Support Center tools and vendor relationships.
a Created Process to address Partner interactions and escalations.
o Ensured accurate and consistent processes and information across all partners,
resulting in increased joint customer solutions. Created regular information sh
aring meetings and updates to reduce potential customer impact and improve speed
of resolution to arising issues.
a Led 3 person Tiger team creating a process that reduced NTF returns from 97% t
o 68% within 1 quarter.
o Enhanced the troubleshooting process.
o Extended testing to better determine failure causes and reduce the usage of RM
As.
SanDisk, Milpitas, CA
World Wide Support Services Manager 09/2000 to 12/2007
a Responsible for all support services worldwide, including Contact centers with
more than 1M contacts per month, L3 team, global support and distributor traini
ng, tradeshow support and technical projects. Managed Customer Service, Technica
l support, documentation creation, RMA, Training, Usability QA, Executive Relati
ons and rebates. Built and grew the support organization from a team of 9 to a g
lobal team of over 500.
o Launched Support for 34 countries in 27 languages, including localization of a
ll relevant KDB articles and self serve options.
o Managed a budget of $32M for both Customer Support and Technical Services and
reduced service costs per contact year over year.
o Responsible for bidding new call center contracts and negotiations for current
contracts to reduce costs while improving service.
o Engaged CRM with front and backend portals that enabled customers to track the
ir open and closed issues.
o Provided support for internal engineering, marketing and sales teams.
o Streamlined Americaas RMA procedure to reduce process time from greater than 6
weeks to 10 days or less and created a Global RMA process, including satellite
drop sites in 15 countries.
o Enhanced product stability by involving Level 3 and Level 2 in all stages of p
roduct development from product concept creation to pre-launch product testing.
o Reduced support related calls by 80% on packaging and documentation issues pri
or to release, by involving support in final signoff of all documentation and hi
ring L3 to create all technical product documentation for packaging, support, tr
adeshows and promotions.
o Created and launched product specific user forums for all products focusing on
high support volume products.
a Created a Knowledge Base system and instituted training on all the companyas p
roducts.
o Improved response and resolution by 95%
o developed team to handle BBB, ATG and Executive escalations.
o Created How To videos on high volume issues and localized in all relevant lang
uages.
a Created e-store for MP3 players and related products in 21 days, to launch in
time for holiday season.
a Launched User forums for products generating high volumes of contacts. Reduced
contacts by more than 20% with even larger improvements seen over the high holi
day volumes.
a Initiated several charity programs on the companyas behalf and participated in
community service programs organized by the company.
General Systems Research and Development, San Ramon, CA
Customer Service Director 02/2000 TO 5/2000
Responsible for creating and building the call center from the ground up.
a Responsible for final decision on the software and hardware needs of the call
center and the Customer Service Representatives, including Phone switch, call ro
uting software, CRM, Desktop platforms, Phones, PCs, headsets, etc.
a Responsible for defining CSR requirements and business needs of the call cente
r in relation to the clients it would be servicing.
o Drove bidding for new call center contracts and negotiations for current contr
acts.
o Developed requirements for customer service and customer satisfaction levels.
a Worked with the Training department to develop the required training for the s
taff.
o Trained the Trainer on Outlook and worked with her to develop a training class
for the company on it.
Stream Int. (formerly Corporate Software) Canton, MA
Sr. Support Services Manager, Microsoft Client 04/1993 to 08/1998
Responsible for all budgeting, management and P&L for 3 Teams totaling 229 emplo
yees. Teams included 3 Teams of Tier 1 and Tier 2 Support for Microsoft Exchange
, NT and Outlook.
o Regained support contracts from Microsoft for Windows NT and in addition secur
ed support contracts for Outlook, Exchange, Server 2000 and others.
o Created Training program to help agents in other areas develop skills needed t
o be promoted to higher level departments. Program was embraced by entire compan
y to provide career pathing for agents and reduced turnover by more than 50%.
o Created an exchange program between Streamas T2 and Microsoftas T3 teams to en
able a better understanding of each oneas functions.
o Developed requirements for customer and technical service and customer satisfa
ction levels. Setting the standard for all of the clients other partners.
o Reduced call times and agent launch time while increasing revenues by developi
ng and providing improved customized technical training for all teams.
o Managed high level escalations for premier contract customers.
a Initiated several charity programs on the companyas behalf and participated in
community service programs organized by the company.
EDUCATION
WTI, Boston, MA
Boston College, Chestnut Hill, MA

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SUMMARY

TiVo, Alviso, CA 12/2007 - 10/2008

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