I offer a strong background developing and managing remote support for client software and hardware and IT sales efforts. This includes directing the QA processes for software updates. Creating and managing SLA and client retention. Over the last 15 years I have managed many teams involved in client installations, QA software releases, and remote client support. For Micros Systems, I led teams with more than 60 members in total. I managed and trained the support representatives for a 24/7 support facility. Part of the challenge of the position was managing interdependencies among the four primary departments: Customer Service Support Call Center, Software Services, Hardware Services, and Training Services. This required the development of operating standards relating all four together. Recently at ABM Hospitality, I was leading the creation of a customer support center for a start up company. I manage the staff and liaise between sales and development. In this role I am suggest upgrades and product enhancements and direct product training and installation. Through the years I have created new employee training programs, developed standardized processes and procedures, and proactively supported Sales efforts. I thrive in environments where I can build a team, share various area of expertise, and maintain the highest levels of satisfaction. I build highly effective relationships with management and staff and create organizational structures which allow me to drive complex projects to successful completion.

COMPANY	POSITION HELD	DATES WORKED
Micros Systems, Inc.	(Confidential)	3/2003 - 3/2008

SCHOOL	MAJOR	YEAR	DEGREE
Johnson and Wales	Hospitality Management	1982	Bachelor Degree

Highlights:

Companies I like:

computer

P&L responsibilities
Presentation
Ecommerce Strategy and digital marketing channels optimization - SEO, SEM, email, affiliates - for high-profile accounts.
Technology Solutions
Sales Support
Software Implementation
Requirements Analysis & Specification
Leadership
Mentoring

• Manager of Customer Service
• Account Manager

Develop operating standards as they relate to the interdependencies of four primary departments: Customer Support Center, E-Commerce, Hardware Services, and Training Services. Managing details and setting priorities as relating to major accounts. · Document and maintain services descriptions and service level agreements for inclusion in yearly contracts that result in more then $20M annual revenue. · Manage and coach a qualified team of department managers whose combined teams exceed 60 permanent and temporary employees. · More than 14 years’ successful experience in customer service and support with recognized strengths in account maintenance, problem-solving and trouble-shooting, sales staff support, and planning/implementing proactive procedures and systems to avoid problems in the first place. · Lowered ASA and response time while increasing customer satisfaction by gathering and analyzing data and setting standards. · Conducted weekly scheduled account performance reviews to address challenges, software enhancements and service remedies. · Reinforced measures aimed at increasing sales opportunities