Telecommunications Software Support Expert Consultant Resume

Providing expertise in customer service management, telecommunications marketing assessment, customer support operations, software support, and related expertise to a wide variety of clients.

Major consulting roles included: customer experience assessment for a major provider of pharmacy hardware and applications. The project was an assessment of support center operations for this client, comparing its operations to that of its competitors. Project segments included observation of personnel that interfaced directly with the customer. This included customer service, technical support, sales, account management, professional services, interview of key personnel (employees, partners, and vendors), review of process documentation that directly relates to the customer experience and if/where process documentation was lacking or out-of-date discuss process with subject-matter-expert(s). Additionally, the project required customer interviews, in-depth review of metrics for each functional area impacting the customer experience determining the standards and measures of performance vs. the levels of performance. The project resulted in itemized list of recommendations with a clear description and objective for each. These included people / structure -- skills, incentives, empowerment, leadership, behaviors, standards and measures of performance (metrics to live by) to ensure a long-term customer focus. Additional recommendations were provided in the areas of product -- stability, ease of use, responsiveness to problem reports and enhancements and overall value from the customer's perspective. The results covered process cross-functional integration, streamlining, presenting a single-face to the customer, expectations setting, approach to demonstrating value, managing the overall relationship, as well as customer satisfaction and performance-related metrics. Technology was emphasized as an enabler automating effective business practices vs. an obstacle.

A global phone / marketing assessment was conducted to ascertain the nature, type, volume and scope of inbound activities for each call center or location worldwide, with an eye towards opportunities for improvement. Responsibilities included development of an all-inclusive global list of inbound contacts (web search, SAP internal lists, email distribution lists), and phone interviews with all contacts associated with inbound, focusing on both statistical data gathering as well identifying opportunities for improvement. Visited major call centers in person to observe and gather additional details. Assessed data and follow-up as needed. Based on Customer Centricity experiences summarized and presented findings and recommendations.

Was responsible for all partner service operations for North America, including authorized service providers, service enable VAR's, and service managed VAR's. Was charged with turning around a struggling partner program that had unacceptable customer satisfaction ratings and internally was an embarrassment to EMC Customer Service. Program turnaround was a team effort. In less than one year, the program was completely turned around, improving Customer Satisfaction Ratings from 88% to 96%+. Success was the result of working closely with other consultants to establish partner performance metrics, scorecards, and dashboard that are still in use. The project included the nationwide implementation of a program re-launch, massive relationship building across the country involving managers from all departments, development of entirely new, more effective and efficient processes, and a certification program for field technicians. The success of this program is being mirrored internationally.

Was responsible for all customer service operations in the southeast that included a staff of 180+ service personnel and managers. The southeast region was among the top performers in every metric for this period, especially, customer satisfaction and employee morale. Was strategically and tactically responsible for entire Southeastern Operations of Customer Service.

Organized and managed the S.E. region software support group, which included 30+ Regional Software Support Specialists. Developed the entire Strategy for this support organization and implemented the program nationwide.

Managed Customer Service operations in North and South Carolina

Managed Customer Service for the S.E. Region -- (full P & L responsibility).

Opened first remote office and was responsible for sales and CS operations for the southeast.