Director Resume

Title
Director

Primary Skills
To find a job in the customer service/call center industry. I am an experienced senior manager with 16 years of manag...

Location
US-CA-South San Francisco (will consider relocating)

Posted
Jan-22-09

Qualifications for Senior-Level Management

Dynamic, results-oriented professional with many years of progressively responsible experience in world-class consulting services delivery, technical support services, and key account management. Strong background in managing technical support operations internationally. Adept in leveraging existing resources as well as orchestrating change to reduce expenses, drive significant improvements in revenue, and achieve targeted margin goals. Prepares and implements action plans to meet service delivery performance contract levels, ensuring customer satisfaction and delivering sizable contributions to the bottom line. Guides diverse teams in devising solutions to complex business process problems. Articulate communicator; excels in developing presentations for services and strategic sales staff. Expertise encompasses:

International Business
Account Management & Retention
Expense Reduction
Telecommunications
Start-Up Operations
Professional & Security Services
Training & Development
Mail Hosting
P&L Responsibility
Business Development & Marketing
Quality Management/SLAs
Team Leadership & Mentoring

HIGHLIGHTS

Established an open systems consulting and services business, including developing and implementing a service strategy and business plan, which generated $50M in annual revenue in 18 months. Pioneered open system services market research for fee-based products and services, which produced customer services revenue.
Spearheaded business development efforts, including: transitioning a services business from free-based to fee-based, generating $180M; creating a multi-vendor service delivery offering that added $200M to the bottom line; and establishing strategic alliances with Qwest, Savvis, and others to provide enterprisewide solutions and Tier 3 support.
Expanded customer education business from $7M to $10M, increasing revenue 30% in one year.
Executed processes that transformed a field services region from $150K over budget to $150K in revenue with each delivery.
Directed the delivery of professional services in the eastern US and grew business from $500K to $2.2M in two years.
Initiated a strategic Internet/intranet Tier 1 ISP relationship with Qwest to facilitate the managed hosting of mission-critical applications on a worldwide, 24/7 basis.
Deployed networked-based DDoS Mitigation Services for Savvis Communications at the core router level to minimize downtime, reduce bandwidth spikes, keep security cost manageable, and allow legitimate transactions to be processed.
Successfully orchestrated the ISO 9001 certification process for a worldwide services organization.
Consulted with sales and marketing to execute initiatives that expanded revenue within selected strategic accounts and vertical markets. Facilitated strategy sessions for strategic initiatives in selected accounts and vertical markets, including telco, financial, aerospace, government, and media/entertainment.
Managed a data center with eleven hundred servers and enterprise software supporting business mail for enterprise companies.

CAREER TRACK

INTERMEDIA, INC........................................................................................................................................2007 TO PRESENT

DIRECTOR OF OPERATIONS
MANAGED THE OPERATIONS OF AN EMAIL HOSTING COMPANY (SAAS) WITH A NET INCREASE OF 6200 EMAIL ACCOUNTS PER MONTH. THIS INCLUDED:
DATA CENTER HARDWARE AND SOFTWARE UPGRADES, AND MAINTENANCE
MANAGED CUSTOMER SUPPORT OPERATIONS
RESPONSIBLE FOR ENSURING EFFICENT OPERATIONS OF THE CALL CENTER BY MANAGING THE SCHEDULING, FORCASTING AND REALTIME MANAGEMENT
WORK WITH THE SALES TEAM AND BUSINESS PARTNERS TO FORCAST STAFFING.
REDUCED CUSTOMER HOLD TIME IN THE SUPPORT CENTER BY 70% AND INCREASED CUSTOMER SATISFATION
DEVELOP AND IMPLEMENT TRAINING FOR BOTH THE SUPPORT TEAM AND CUSTOMER OFFERINGS
DEVELOPED SUPPORT METRICS
DEVELOP PROCESSES TO REDUCE CUSTOMER CHURN AND TO PROVIDE PRODUCT FAILURE INFORMATION TO DEVELOPMENT
IMPLEMENTED A CHANGE CONTROL PROCESS
DROVE THE CAPACITY PLANNING PROCESS

LUCENT TECHNOLOGIES 1999 TO 2007

Managing Vice President of the Technical Assistance Center
Oversaw the operations of a technical assistance center providing T1, T2, and T3 hardware and software customer support. Served as a liaison to international support personnel and provided T3 support internationally. Defined service level agreements (SLAs) between product disciplines and regional technical support units.
C. ALFRED MOSS
650-583-1392 * cm119cd4@westpost.net Page 2 of 3

Planned and directed the construction of international data support centers in Beijing, China and Sao Paulo, Brazil, including hiring staff and building support labs.
Fueled a 50% increase in maintenance entitlements in one year; instituted escalation procedures.

Developed service delivery strategies and processes for Multi-vendor services delivery.
Developed training for multi-vendor services delivery.
Responsible for the development and implementation of the RMA process.
Manager escalation point for development and test teams to resolve issues.
Managed the field support repair center.
Headed a services organization's transition to Y2K in North America.
Boosted employee satisfaction by 2.5 points, achieving a support organization's highest level worldwide.

Director, Critical Account/Quality Improvement
Managed critical accounts program worldwide, including resolving critical support and product development issues for such customers as China Unicom, China Telecom, MCI, Telmex, and British Telecom. Coordinated cross-functional department efforts to develop solutions and resolve customer issues. Analyzed changes in business and current support needs and recommended changes to customer support models. The main focus of this program was customer retention by reducing churn.
Developed an account assessment process to identify and rectify customer shortfalls.
Increased customer contract renewals by 30%.
Improved customer satisfaction by three points and maintained a rating of 9.2 (on a scale of 1-10).
Teamed with product development and services to improve product and service quality by developing sound metrics.
Improved customer retention by 90% with over $200M in revenue.
Works primarily with Support colleagues and immediate Partners, in addition to cross-functional contacts on critical issues to develop resolution.
Developed SLAs and metrics for service deliveries and services outsourcing.

Director, Business Development
Developed new service offerings with new direction. Led the development and delivery of professional services. . Developed four new services in the area of hierarchical storage management. Consulted with customers to understand and convert their requirements into product/service solutions that could be packaged and offered to other customers; any delivery after the first delivery would increase the margin for that solution.
Drove the development and delivery of new services that generated 10% of a company's revenue.
Prototyped, in the field, all new services and designed a feedback system to improve overall service offerings.
Packaged new services offering that turned a profit the first year, with $100M in revenue.
Developed a "free-to-fee" support program to convert current customers from free service to fee-based service, which yielded $350M over three years.
Managed $10M channel relationships with Solunet and Dynavar, sellers of solutions and T1 and T3 services.

AMDAHL/FUJITSU PRIOR TO 1999

Field Manager, Regional Operations Manager, Quality Improvement Manager, Worldwide Delivery Manager
Managed all aspects of regional operations, to include budgeting, customer satisfaction, and operational metrics.
Achieved a 20% increase in revenue and a 10% reduction in expenses.
Enhanced relationships between technical support and field support, which increased productivity.

Customer Education Manager
Monitored revenue and expenses for a $100M customer education business. Managed a department that initiated, administered, and project managed curriculum development for customer education software worldwide. Headed the development and delivery of internal and customer education for UTS/mainframe, UNIX, and mainframe operating systems worldwide. Prepared and presented project management curriculum at the University of California, Santa Cruz.
Oversaw the daily functions of customer education business for six education centers worldwide.
Led the creation of manuals for delivering consulting services and training X Terminals, Windows, and Mac clients.

Professional Services (PS)
Developed PS business that produced $10M the first year.
Manage the scoping, contracting, and technical implementation of professional services
Created a service guide process that provided a method for consistently producing high-quality services with good margins.
Teamed with sales and marketing to lead sales with consulting services.
C. ALFRED MOSS
650-583-1392 * cm119cd4@westpost.net Page 3 of 3


Partnered with marketing to develop business solution that assisted customers in achieving business objectives.
Managed an enterprise PS organization that delivered $80M in revenue.
Collaborated with product marketing teams that delivered mainframe UNIX/UTS application software solutions, including $800K in consulting services, to existing and new customers.
Developed services in the area of hierarchical storage management that produced $50K-100K per delivery.

Senior Manager, Quality Improvement
Administered quality systems processes critical to ISO 9001/TickIT quality management system certification. Functioned as the lead auditor on internal continuous assessment audits at headquarters, field services, and manufacturing locations.

Coordinated ISO 9001 registration for a North American and European service organization.
Minimized outstanding corrective action requests by developing a non-conformity tracking and resolution system.
Streamlined the process for documenting ISO procedures by utilizing flowcharts in the process section, which improved productivity, quality, and compliance.


Developed and delivered an internal auditor's workshop for field service and headquarters personnel.


Previously employed by IBM Corp. as a Customer Engineer: Maintained large-scale mainframe computers and I/O devices; installed computers; implemented PC services, including transparent back-up of all Windows/Macintosh clients and servers; and applied hierarchical storage management via implementation of STK's (start-up) tape/optical silo. CalComp (start-up) Field Services and Education.

EDUCATION

San Francisco International University
M.B.A., International Business Strategy * B.A., Business Management

Certified Philip Crosby Quality Improvement Instructor.
Completed AMA Block Management Courses, Amdahl Corporation's Management and Sales Training, and Xerox Sales Training Courses, to include PSS and SPIN.

Professional and Community Organizations

Alpha Phi Alpha Fraternity, Board of Director Bay Area Community Development, Trustee Grace Cathedral

Certifications
See above


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