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Fred T

Senior Level Management Professional

Occupation:

Customer Service Manager

Location:

Shepherd, TX

Education Level:

Specialist

Will Relocate:

YES

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Goal-oriented and dedicated professional with an extensive background in leading operations, finances, and teams as well as executive customer relationships. Possesses a proven track record of increasing operational efficiencies and overall profitability by building/developing high-performance teams, implementing process improvements, and establishing key programs/initiatives.

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COMPANY POSITION HELD DATES WORKED

EMC Corporation (Confidential) 1/2003 - 4/2007
EMC Corporation (Confidential) 3/1999 - 1/2003
IBM Corporation (Confidential) 11/1989 - 3/1999
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SCHOOL MAJOR YEAR DEGREE

EMC Executive Program Business Management 2006 Specialist Degree
IBM Management Program Business Management 1999 Specialist Degree
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Highlights:

Established, managed, and maintained strategic customer relationships at the senior and executive levels to consistently exceed a customer satisfaction goal of 95%. Directed the successful turnaround of the customer service and global education functions at EMC Corporation by designing, structuring, and instituting a global technical training plan to align technical training with customer service requirements. Led a 90-employee region to its first financial goal achievement, including a 10% reduction in first quarter expenses. Built and chaired a Technical Training Steering Committee consisting of global service directors, who drove financial accountability as well as direction for corporate technical education and requirements. Developed executive management key performance indicators/metrics to provide visibility of training expense, skill levels, and technical readiness. Executed numerous maintenance sales activities to support revenue growth in assigned territory while supporting peer management in the achievement of their financial goals. Recognized for achieving #1 IBM Area in DASD and Tape performance. Recieved highest IBM honor "IBM Means Service" award for Managerial performance in finances and customer satisfaction.

Companies I like:

IBM, EMC, HP, Network Appliance, Pillar, Cisco, HDS, Honeywell, CSX, Fidelity, Johnson and Johnson

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Promoted to administer program management and turnaround, addressing training and development issues for Global Customer Service Operations along with partner organizations. Directed a $30M annual training budget. Instituted multiple process and procedural improvements to drive global financial performance, technical competence, and service delivery for field and call center personnel. Led the program management staff that supported 4,000 employees worldwide. Developed a global technical training plan as well as metrics to monitor workforce performance. Created and chaired the Technical Training Steering Committee.
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