Qualifications for Support Management

Creative and motivational problem-solver with more than 20 years of experience
in customer support, sales, and call center operations management. Possesses a
track record of developing teams, tools, and cross-functional processes to ensure
business productivity and an effective environment that reduces costs and
produces income. Goal-oriented and results-driven, with a commitment to
excellence and a customer-focused mindset. Areas of expertise include:

Contract Negotiations * Customer Service * Operations/Project Management *
Proposal Preparation *Interviewing/Hiring * Employee Performance Analysis *
Quality Assurance * Presentations * Sales Development * Strategic Planning *
Team Facilitation * Training/Development

— CAREER TRACK —

HEWLETT-PACKARD COMPANY

Highlights:

* Redesigned the technical sales support organization, resulting in the
reduction of field selling costs for comparable services by 70%.

* Strengthened customer loyalty by 65% by establishing a “Raving Fans”
initiative.

* Managed the development of innovative software tools and processes to increase
the effectiveness of the sales support organization, resulting in an increase in
responsiveness to customers by more than 500% and a decrease in associated field
selling costs by 90%.

* Decreased repeat work by 50% through the development of cross-functional
processes between sales, support, and order management.

* Grew a program from 12 engineers supporting North America to more than 200
supporting North and South America, Western Europe, and Asia.

* Developed call center processes, tools, and knowledge systems, reducing caller
wait time to 30 seconds.

Progression:

Software Development Manager 2000 to 2003
Directed eight software engineers and contractors, designing innovative software
knowledge tools to increase the effectiveness of the field sales and support
professionals. Managed and led cross-functional planning between sales, support,
and channel partner organizations. Developed the annual budget and implemented
performance evaluations and career development plans.

* Presented at the Gartner CRM Summit (2001) on lean processes and developing
cross-functional teams.
* Spoke to 1,500 lecture attendees on a ComputerWorld webinar focused on lean
processes and lean manufacturing.

Systems Engineering Manager 1992 to 2000
Created a worldwide support infrastructure to deliver complex technical
consulting. Directed and trained between 12 and 42 direct reports.

Call Center Manager 1990 to 1992
Trained and coached technical support engineers in processes, systems, and
tools, increasing productivity and customer satisfaction. Directed 25 outbound
telemarketers and implemented call center processes and metrics. Created
Automated Call Distribution (ACD) routing schemes and scripts. Devised quality 
assurance processes and metrics to ensure customer satisfaction and quality
deliverables. Created training material for pre-sales engineering.

* Constructed a centralized call center to handle presales support for HP’s
5,000 products.

— EDUCATION —

B.A., Business Administration – Management Information Systems, University of
Hawaii