Creative, outgoing manager, with "roll up sleeves - get it done attitude." A proven was track record of success Creative, outgoing manager, with "roll up sleeves - get it done attitude." A proven was track record of success
Manager of Customer Service - Inside Sales January 2007 to CurrentDarcoid NorCal Seal － Oakland, CA
is for this International manufacturer-distributor of O-Rings, Gaskets, Seals and Rubber Products.
Established operational protocol and ISO 9008 standards of performance for inside sales and customer service, which include detailed work instructions which impact DNC's internal and external customers.
Improved divisions "on time delivery" performance am from 71.62% Jan-2007, to ongoing monthly average of 98.67%.
Improved profitability of divisions by introducing structured were pricing/customer service programs, which positively impacted DNC's customers worldwide.
Developed Customer Satisfaction Surveys - Web and print which actually disbursed through various distribution channels and provide valuable feedback about division's performance.
LA Custom Coach January 2003 to January 2007San Francisco, CA
General Manager for this domestic/international sales and service has transportation provider.responsible for worldwide customer service/sales and marketing operations.
Established operational protocol and policy, including standards of performance for sales, customer service and marketing. Implemented database for prospect tracking.
Improved vendor/customer relations through utilization of proactive communication tools and establishing protocol for measuring customer/vendor satisfaction.
Established local/international brokers, responsible for marketing LACC's products.
Designed and implemented "strategic account assignment by CSR program", ensuring that LACC's high profile customers received priority customer service.
Established team of customer service - sales are executives, responsible for marketing LACC's products, while ensuring that established customer support policies adhered to.
Director Technical Support January 2000 to January 2003Aduva Incorporated － Palo Alto, California
And Inside Sales Director of Technical Support U.S./International
Linux software developers, sales and technical support organization. Responsible for have building worldwide technical support organization with customer support, technical support and call center representatives.
Developed multi-tiered customer service business plan which served various high profile clients including BMC Software, IBM Global Services, SGI Corporation and Hewlett Packard.
Direct account responsibility for fortune 100-500 clients, ensuring that reported problems responded to in timely fashion and being one of main focal points when tired escalation became necessary.
Responsible for marketing technical support services to existing clients, in addition to new prospects. I personally worked with HP representatives to develop Beta release of Aduva's premiere desktop and enterprise application, which ultimately led to HP issuing robust purchase order for purchase of product jointly developed.
Fiscally responsible. Developed technical support division
Director Customer/Technical Support Operations January 1995 to January 2000Equitrac Corporation － Coral Gables, Florida
Director of Customer/Technical Support for this worldwide legal software developer. Division revenues exceeded $23 million dollars per annum, as result of re-occurring support revenue.
Responsible for worldwide customer/technical support operations, including call center representatives, customer support engineers, regional operations managers, system integration/installation teams and pre-post sales/technical support representatives.
Established customer support call center processes to reach and exceed division goals.
Responsible for marketing division's customer support services. Increased division revenues through direct marketing of Equitrac's professional support services.
Profit and loss accountability and strategic business planner for $25 million contract base.
Designed and implemented "closed incident" - "on demand" customer satisfaction survey system, which provided internal and external customers opportunity to evaluate Equitrac's products and services.
Regional Sales/Operations Manager January 1991 to January 1995Geac Computers － Ontario, California
Regional Operations Manager for worldwide hotel information systems hardware/software organization. Directly responsible for business operations for western half of United States, serving fortune 100 - 500 clients, generating approximately $5 million dollars year in re-occurring support revenue.
Direct responsibility for managing call center representatives, field support engineers, software engineers and pre/post sales integration/installation teams.
Ensured 24x7 customer satisfaction for such high-profile clients including Sheraton Hotel chain, Crown Book Stores, where technology used in both front and back office operations.
Responsible for marketing division's customer support services. Increased revenues through new and existing accounts with professional and remedial support service contracts, with clients including EDS, and Data General Corporations.
Certificate : Business Management Personnel, 1970University of California － Los Angeles, CA, USUniversity of California 1970 Los Angeles Business Management Personnel (Certificate Program)
Information Technology, 1983Control Data Institute － Woodland Hills, California, USControl Data Institute 1983 Woodland Hills, California Information Technology
GED : 1980ABC public schoolGED 1980 ABC public school, California
Business Management Personnel (Certificate Program)
Sales, Satisfaction, Customer Support, Marketing, Customer Service, Receptionist, Retail Sales, Sales And, Operations, Inside Sales, Integration, Integrator, Million, Gaskets, Iso, Pricing, Technical Support, Clients, Direct Marketing, Exceed, Loss Accountability, System Integration, And Marketing, Csr, Customer Relations, Database, For Sales, International Sales, Proactive, Self Motivated, Accounts With, Business Operations, Contracts, Data General, Eds, Existing Accounts, Operations Manager, Regional Sales, Bmc, Business Plan, Enterprise Application, Linux, Premiere, Sgi, Sales Manager, San, Storage Area Network, Business Management