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RssEXPERIENCED MANAGEMENT PROFESSIONAL

Technology management or customer relationship management role.

Operations

Grapevine, TX

About Me

Industry:

 Telecommunications

Occupation:

 Operations
 

Education level:

 Certification

Will Relocate:

 Yes

Location:

 Grapevine, TX

Work Experiences

4/2007 - 7/2008

NEC

Director / VP

  • Directed overall planning and delivery of technical training for entire business unit product portfolio, including day-to-day Training Center operations, budgeting, and administration.

5/2006 - 3/2009

NEC

Director / VP

  • Directed technical support, engineering, and customer service resources to address issues escalated to Customer Advocacy organization. Customer Advocacy responsible for resolution management of chronic customer issues. Developed policies and procedures for new department; responsible for staffing and work assignments.

7/2005 - 5/2006

NEC

Manager

  • Staff management position responsible for process improvement, special projects, executive escalations, and resource planning.

10/2000 - 7/2005

NEC

Manager

  • Often-changing management role with overall responsibility for several departments including: Data Systems Engineering (evaluation, testing, and support for converged products; primarily Windows, CTI/TAPI, and VoIP applications); Convergent Technology Support (Applications, Voice Mail, IP Products); Professional Services (design and implementation services); Customer Support/Dispatch (contact center; dispatching technicians and vendors); Configuration and Deployment Services (pre-staging NEC and 3rd-party equipment to customer specifications). Managed two to three supervisors, each with eight to fourteen direct reports Acted as second (and usually final) level of escalation for customer issues Identified career development requirements for supervisors and engineers, and arranged necessary training Identified process deficiencies and developed corrective actions and resolutions Interfaced with evaluation and development groups Managed Webmaster (for Support and Professional Services) correspondence and call-tracking infrastructure Managed resources for Professional Services Created and reviewed Professional Services Statement of Work contracts Reviewed vendor and OEM contracts for support-related issues and concerns Acted as liaison to engineering, development, and customer service departments of various business units, and to overseas development group

Education

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