Results-focused Technology Executive eager to contribute expertise in Business Development, Client Relationship Management, Call Center / Administrative Operations, and Team Building / Training
toward collaborating with a progressive organization to maximize bottom-line performance.
Top performer who offers proven experience in large-scale business design and development with strong technical qualifications to establish operations responsive to short- / long-range goals to achieve continued growth and profits.
Integral leader who formulates dynamic strategies for program and process analysis, structuring, and implementation.
Excellent communicator who excels at interfacing among C-level executives, international business teams, and clientele.
Ambitious self-starter who contributes superior attention-to-detail and solid follow-through abilities while successfully planning, prioritizing, and managing individual and group project tasks within high-pressure, deadline-driven situations.
Spearheaded the presentation and delivery of a new service resulting in a 5-year contract with an existing client, including communicating with global service locations to create an enhanced team environment and more efficient service delivery.
Interfaced among top staff to develop internal / external team rooms and bi-directional automated ordering systems, along with emphasizing employee proactive methods and empowerment which reduced escalations and increased productivity.
Stabilized distressed accounts by strengthening teams and managing compliance efforts to remain stable with zero penalties.
Successfully rebuilt relationships between company and clients to achieve the signing of a new contract with $1.5 million in annual revenue, along with signing a year extension for $3.6 million within short periods of account ownership.
Reduced queue volume 25% by effectively analyzing queue operations and targeted essential improvement strategies.
Achieved 95% of goal functionality of all programs at log-in during implementation of an Argentinean call center.
Global Delivery Manager (2010 C Present)
Utilize broad scope of industry knowledge to manage distressed accounts within the Americas specifically the United States, Mexico, Brazil, and Canada, along with directing service alignment of the Americas with European-based PMOs.
Review and implement chain of support per contract specifications, including enforcing process adherence and supply chain accountability, as well as capturing process failures, initiating process improvements, and improving client relationships.
National Service Delivery Manager Network Operations Command / Data Center Command (2008 C Present)
Apply dynamic leadership talents toward reviewing and revising processes designed to maximize bottom-line results by driving decommissioning projects and account implementations, developing delivery strategies, and initiating best practices.
Interface among operations teams, clientele, management, and peers to resolve performance issues, including monitoring customer satisfaction ratings, analyzing low survey results, and enhancing queue and single-ticket escalation practices.
Ensure operating / labor costs are within acceptable ranges, and track down and reduce unnecessary / wasteful expenses, along with managing revenue, identifying and researching new profit opportunities, and monitoring multifaceted pricing.
Manage PMO expectation of service desk deliverables, and maintain appropriate levels of communication with teams.
Handle client migration, rollouts, and change planning and strategies, as well as overseeing improvement initiatives, identifying opportunities to increase quality and value-added services, and delivering details of action plans to clients.
Global Parts, Logistics & Service Delivery Manager (2008 C 2010)
Strategically steered comprehensive global parts, logistics, and service delivery activities, including planning and executing end-to-end shipping and delivery of parts to worldwide customers, as well as facilitating importer of records agreements.
Drove business growth by recruiting, training, and managing a top-performing team of Global Certified Engineers.
Set up new locations with local agreement contracts, and coordinated new warehouse operations.
Account Service Delivery Manager (2007 C 2009)
Contributed strong multitasking abilities toward managing service commands and driving deliverables, including handling core financials, reporting, PMO coordination, and support groups to ensures seamless business processes at all times.
North America Data Center Manager / Watch Officer (2006 C 2007)
Planned and prioritized quality assurance and security staff schedules to maximize use of resources and meet key goals, including coordinating and evaluating team work in computer operations, data control, and operations support functions.
Oversaw problem / change management as related to computer operation procedures and control mechanisms, along with advising senior-level management to address diverse challenges and collaborate with other units to initiate changes.
Monitored and implemented change request tracking, as well as handling emergency change requests and CAB functions.
Facilitated services restoration by coordinating bridge calls between technicians, service delivery managers, and clients.
Help Desk / Quality Assurance Analyst (2005 C 2006)
Strategically steered a Molex project launch while concurrently establishing Quality Assurance processes from inception.
Used current data warehousing applications to build daily reports to track project Service Level Agreements, root cause issues, and agent coaching, including meeting all project SLAs and capturing customer satisfaction within first month.
Established a QA monitoring / coaching processes by liaising among project management teams to refine current and / or develop new troubleshooting processes, and perform side-by-side agent monitoring and coaching to achieve success.
Implemented reports generation via Peregrine which was instrumental in developing an FCF action plan, and supported team training and back-up support efforts as necessary to guarantee optimal project results.
International / Dell SME Buenos Aires, Argentina (2003 C 2004)
Launched a new call center for Dell computers located in Buenos Aries, Argentina, including efficiently instructing new hire classes regarding call center policies and procedures and addressing cultural differences via valuable Q&A sessions.
Employed Six Sigma standards of process analysis and resolution, trained supervisors in developing a solutions-focused team, organized staff support groups, and worked with client to initiate lines of communication to improve productivity.
Monitored regular matrices for floor-, Dell-, or customer-based trends which would directly impact numbers.
Developed and implemented a resourceful transfer tracking process for pilot programs.
Microsoft Specialist / MSN Level III Supervisor (2003)
Supervised 30 details-driven agents in handling wide-ranging IT issues, including providing coaching, reporting, and monitoring of call queue and technical mentoring activities while attaining and maintaining high-level key metrics goals.
Microsoft Specialist / MSN Level III Executive Team (2003)
Mentored T-3 agents and provided specialized support for sensitive accounts, along with overseeing DSL connections and narrow band connections, performing software installations, and monitoring and / or adjusting accounts as required.
Microsoft Specialist / MSN Level III Support (2002 C 2003)
Supported DSL connections and narrow band connections, software installations, OS support, and system recoveries.
Microsoft Specialist / MSN Level I Support (2002)
Assisted in the installation of MSN software and narrow band connections, along with providing integral OS support.
Presented adult-level instruction in MS Office, advanced computers / maintenance, MS Windows 98SE, and internet applications by employing effective teaching methodologies designed to achieve improvements in student performance.
Public Relations / National Demo Center Manager (2000 C 2001)
Direct all aspects of NEC demo centers, including controlling approximately $1.5 million in products, testing and configuring pre-release products, maintaining large-scale warehouse inventories, and enforcing loss prevention measures.
Level III Mentor Specialist (1998 C 2000)
Demonstrated solid communication skills toward providing nationwide telephone support and mentoring for service centers and floor technicians servicing NEC products and specializing in laptop / handheld technologies, including resolving issues pertaining to network connectivity, OS / application installation, and hardware on a component level.
Liaised among hardware / software engineers and vendors to promptly address and resolve various IT challenges.
Level II Support Specialist (1997 C 1998)
Instructed floor technicians on laptop / handheld unit technologies and assisted with commercial product line support.
Supported ISO certification / audits by writing documents to serve as companywide standards.
Microsoft Certified Professional (MCP)
Computer Learning Center
Microsoft Certified Systems Engineer (MCSE)
Computer Learning Center
Comp TIA A+ PC / Network Technician
Impact Learning Systems International
Six Sigma Lean White Belt • Records Management • Export Compliance • Customer Relationship Management
Lotus Domino 6 Server • Lotus Notes 6 Client • Data Mining • Profit Networks • Framing the Problem
Electronic Customer Relationship Management • Profiting from Customer Relationship Management
Foundations of Effective Thinking • Business Etiquette & Professionalism • Effective Management
Developing Customer Satisfaction Surveys • Customer Satisfaction: Analysis & Implementation
Time Priority Management • Zenger-Miller Front-Line Leadership Training • Public Speaking
Employee Relations Motivation Strategies• Disciplinary Techniques • Presentations
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