SUMMARY
Experienced Customer Service professional with reputation for practicing high ethical standards and creating a productive, balanced work environment. Proven ability to build and lead loyal teams. Well versed in Technical Support, Call Center and Customer Relationship Management.

PROFESSIONAL EXPERIENCE
EMC2 CORPORATION, Hopkinton MA 2005 - Present
Corporate Customer Solutions Manager, Global Customer Support
• Responsible for driving and resolving high pressure and severe customer technical and business issues for all EMC products and services by coordinating resources such as Engineering, Sales, Marketing and Customer Services departments to drive these issues to resolution in a timely manner.
• Coordinate all aspects of ongoing service issues, technical assistance and direction to customers regarding EMC products.
• Primary Corporate Ambassador to customers during critical high pressure situations. Controls and directs all internal resources in terms of setting time requirements and expectations.
• Interface with EMC senior management on a daily basis to inform of any developments and action plans pertaining to customer issues and concerns.
• Analyze customer technical problems with respect to business, operational and financial areas of customer service and responsible for making decisions relating to these issues.
• Interfaces with customers on behalf of senior management via customer meetings and written communication and act as EMC Customer Support Liaison for customer visits.

CREO AMERICAS INCORPORATED, Billerica MA 2000 - 2005
Technical Support Manager, Customer Support and Solutions
• Currently in the process of transitioning Billerica based technical teams to Vancouver due to reduction in cost of doing business in Canada and improving company revenues.
• Responsible for strategic merger activities of bi-coastal inbound technical support call centers. Including all aspects of consolidating the level one support tier from Billerica to Vancouver
• Managed a team of 25 technical engineers who support mission critical Creo pre-press applications, systems, networking and hardware for end users and field personnel.
• Complete responsibility for all fiscal, operational, human resource and employee development functions.
• Created a positive, focused environment during a difficult downsizing period not losing anyone to voluntary departure.
• Leadership responsibilities for the merging for two corporate cultures.
• Ensure positive customer relations through both proactive and reactive customer correspondence and site visits.
• Improved remote resolution rates from 65% to 75% resulting in fewer dispatches to field engineers while saving $250,000 annually.
• Worldwide call-center representative for global CRM implementation.
• Maintained a flexible, cooperative learning environment, resulting in higher than average employee retention.
• Coordinated annual customer care and team building training for all employees and implemented an on-going Quality Monitoring Program to ensure quality customer interactions.
• Responsible for vendor selection for all customer service technologies including service management systems, call center applications, telecomm devices as well as capital equipment needs.
• Continually contributed to the refinement of policies and procedures to leverage system strengths and improve employee utilization.
• Key contributing member of the Employees Activity Committee. Responsible for coordinating regular company events that are company and non company funded to help improve employee morale and promote a positive team atmosphere.

SCITEX AMERICA CORPORATION, Bedford, MA 1994 - 2000
Senior Manager, Customer Support
• Responsible for all aspects of the call center operation consisting of 53 people responsible for technical support for Scitex hardware, workflow, systems and network as well as all of the administrative support associated with the call center.
• Created a positive, focused environment during a difficult downsizing period not losing anyone to voluntary departure.
• Managed 32 technical engineers who supported Scitex hardware and software including Prepress Applications; Networking/Connectivity; Input Devices (scanners, digital cameras, etc.); Data Management Servers; Proofing Devices and Output Devices (Imagesetters and Computer to plate).
• Managed 12 call center agents answering 850 calls per day, entering service requests in Oracle, request routing, request dispatching to field service engineers and spare parts order administration (approx.$850K/quarter).
• Established, staffed and organized a 7x24 national service team of forty-seven employees in four locations responsible for supporting customers and field engineers.
• Increased department headcount from 12 to 47 employees in six years.
• Effectively doubled employee training from 3% to 7% annually.
• Created a flexible, cooperative learning environment, resulting in a higher average length of employment per employee (from one to five years).
• As member of Vice President’s staff, contributed to the analysis, development and implementation of a wide-range of customer service business offerings.
• Coordinated annual customer care and team building training for all employees and implemented an on-going Quality Monitoring Program to ensure quality customer interactions.
• Developed and implemented all customer support activities for VIO, an Internet based Digital Graphics Network, including installation, training, remote and field support. Seamlessly integrated VIO support within the call center.
• Chaired the Y2K Readiness Task Force for North and South America that managed and documented all legal and operational issues surrounding the millennial transition.
• Successfully managed the implementation of new Oracle Service Management System and ensured proper training for all employees.
• Continually contributed to the refinement of policies and procedures to leverage system strengths and improve employee utilization.
• Responsible for all aspects of customer service marketing initiatives including printed material, web content and trade-show support. Project Manager for annual customer service video.
• Successfully managed logistical and human resource issues involved in the closing of two satellite offices. This included the development of employee relocation and severance packages while maintaining effective customer service levels.
• Created and continued to oversee proactive customer support initiatives. Primarily, the quarterly publication of the customer support newsletter Remote Connections and additional proactive measures such as periodic up-time seminars and e-mail subscription services.
• Implemented an internal service quality metrics system to measure and improve customer service at the individual and team levels.
• Improved customer satisfaction rates from 84% to 92%.
• Improved call center service levels by reducing average wait times from two minutes to less than thirty seconds while reducing abandon rate from 8.5% to 5.5%.
• Increased the average percentage of service calls closed remotely from 76% to 84% while reducing the amount of service calls sent to field engineers by 8%.
• Implemented revenue generating Value Added Service Programs, which provides customers with on-site production support and advanced training.
• Professionally presented the call center to visiting customers, vendors and employees touring the facility.
• Twice attended ‘Winner’s Circle’ award vacations in recognition of outstanding accomplishments in customer service.

SCITEX AMERICA CORPORATION, Bedford MA 1992 - 1994
Remote Support Systems Analyst, Customer Support
• Provided technical telephone support for customers and field engineers.
• Specialized in networking, systems and hardware support including AIX, TCP/IP, AppleTalk and PTOP.

SCITEX AMERICA CORPORATION, Bedford MA 1990 - 1992
Test Engineer, Customer Support
Repaired and tested electro-mechanical devices including PC’s, Macintosh, Scitex proprietary equipment and peripherals including IBM PS/2 (AIX, TCP/IP, Dolev PS), monitors, scanners, tape drives and optical drives.

COMPUTER SKILLS
Windows 2000, XP, Mac OSX, Microsoft Office, Macromedia Dreamweaver MX, Adobe Photoshop, Oracle, SAP

EDUCATION
Success Interviewing, Effective Time Management, 360 Degree Review and Compensation, Moving from an Operational Manager to a Strategic Thinker, Effective Project Management, Initiating and Managing Chance, Revenue Storm, Measuring Support Center Performance, Interaction Skills for Success, Results Through Teamwork and Adapting to Change, Effective Customer Care, Managing a Customer Support Help Desk, SMART Commitments and Development Planning, Staffing for the Call Center, People Styles at Work, Managing for Success, Creating Value through Enhanced Communications, Persuasive Sales, Communicating Effectively, Conducting Effective Separations, Three times attended the Help Desk Institute Annual Conference

Bachelors of Science in Electrical Engineering Technology
Northeastern University, Boston Massachusetts