CRMpeople.com

Presents

Resume 811.

Client-focused contact center, technical support and professional services executive with a successful history of new business development, on-time and on-budget deliverables, and client satisfaction. Expertise in designing efficient national and global service and support operations including technical support, customer service, telemarketing and network operations centers. Leader of cross-functional teams with special depth in workforce management, technical support/call tracking/relationship management applications and systems, databases, management reporting software and IVR/VRU/ACD applications. Fluent in Spanish with experience living in Central America and assignments in South America.

MICROSOFT, INC. – Dallas, Texas 2003 – Present

Manage the cross-site workforce scheduling and KPI metrics analysis of 197 person SQL Server technical support staff.

ACCENTURE, INC. – Dallas, Texas 2000 – 2002

Managed, designed, rebuilt or consolidated customer service organizations and call centers.

• Achieved a 27% reduction in average call handle time in 8 weeks through the formation of a cross-functional call center crisis management team.
• Successfully negotiated call center workflow and organizational changes with client management and union reps to achieve a 20 percent increase in number of calls handled per agent per day
• Achieved an estimated annual $1.2 million savings in a global customer service operation through implementation of new systems, continuous process improvement and Six Sigma and TQM fundamentals.
• As a call center subject matter expert, helped win a multi-year $12 million contract through innovative problem solving, training and organization planning approaches.
• Designed, launched and managed a network operations center (NOC), customer service group and a technical support group for an Internet startup company in 3 months.

• Designed and translated into Spanish a reporting dashboard that helped to win sales to two major Chilean banks and a large retailer.

McAfee Support Manager (1998 – 1999)

Managed a 150+ person $6M/year retail software technical support operation of a $250M division of Network Associates.

• Reorganized the operation and achieved:

• A reduction of 22 incoming telephone and email queues down to five.
• Increased Service Level adherence from 43% to 88%.
• Support plan sales increase of 22 percent.

Help Desk Senior Consultant/Project Manager (1997 – 1998)

Worked with sales staff, consultants and clients in the qualification and sales of call tracking and database systems.

• Helped increase sales to allow growth of the group from eight to over 50.

• Developed standard methodologies for sales qualification, project control, implementation and system customization.

COMPUTER TASK GROUP, INC. – Austin, Texas 1995 – 1997

Provided installation, configuration and integration technical support to IBM’s corporate customers for OS/2 network software.

• Selected to serve on the OS/2 Warp Server Engineer (WSE) Certification Test development board.
• Worked around-the-clock as part of a specialized team to resolve a crisis for one of IBM’s largest corporate customers.

Provided PC training and support for a 75-person department.

• Developed training documents and user manuals for in-house software programs that were adopted Department-wide.

Advanced from US Army 2^nd Lieutenant to Captain while stationed in the US, Germany and Central America. Positions held included Battalion staff officer, Company Commander and Corps Staff Section Chief.

• Organized and led a team of analysts assisting in a DoD counter-narcotics operation along the US-Mexico border.
• Selected to brief the US Vice President during his visit to Panama following the US invasion.

Master of Business Administration (in progress)

St. Edward’s University – Austin, TX

Master of Science – Strategic Intelligence

Defense Intelligence College – Washington, DC

Bachelor of Arts – Behavioral Science

San Jose University – San Jose, CA

Project Management Institute methodology (certificate number 116086).

Accenture (formerly Andersen Consulting) Business/Project Management methodology.

TS-SCI.