Professional Services Client Manager Resumes in US-California-Oakland/East Bay: N

Professional Services Client Manager Resume

Contact Candidate

Name:

Location:

US-California-Oakland/East Bay

Experience:

Most Recent Job Title:

Professional Services Client Manager

Objective:

Contribution of extensive experience in managing 24x7 Support Teams, mentoring, training, cost savings and increasing customer satisfaction to create ROI for a company concerned about customer service.

Resume Text:

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Results oriented management with over 15 years experience managing technical support centers, customer relationships, cross functional teams, process re-engineering and projects. Adept business analyst, with demonstrated record of success in strategic planning, relationship building, metric analysis and project management. Comfortable presenting strategies, information and training to diverse audiences and communicating with a broad range of cultures, businesses and management.

CAREER HIGHLIGHTS

* Awarded for Best Performance company wide cost to revenue savings in Customer Support Center.

* Saved over $70M in business from escalated customer issues.

* Created cost savings Self Service Knowledge Base for 10% reduction in calls.

* Retention of staff average above 90%.

* Customer Satisfaction Survey rating constantly averaged 9.32 out of 10.

* Created life cycle development process and phase checklist reviews.

PROFESSIONAL EXPERIENCE

Professional Services Client Manager – Voxify, Alameda, Ca, Custom voice recognition software development 9/2007 -present

• Manage cross-functional teams and customer relationship.

• Lead engineering development and design teams in development of custom product, installation and change order development and delivery.

• On-going analysis of metrics to improve product performance.

• Customer support and NOC support.

Strategic Project Manager – Agile Software, San Jose, Ca, PLM software 10/2006 – 9/2007

• Lead Support, Sales, Services, Engineering and Product managers to set clear, realistic expectations and deliverables through development and execution of strategic account plans.

• Created response to escalated issues to ensure customer's systems were restored, support cases solved or patches delivered.

• Responsible for ensuring customer satisfaction and references.

Consultant, San Francisco, Ca area 2003 – 2006

Project Manager – College Track, Oakland, Ca, Non-profit 3/2006 – 10/2006

• Planning with Business Analyst and Developer on Salesforce.com implementation of Donor Database for non-profit business generating scholarships for college bound students.

Project Manager – Kaiser Permanente, Alameda, Ca, Health Care 8/2005 – 10/2006

• Planning for HR/PeopleSoft implementation of Authoria knowledgebase and content for Human Resources Call Center.

• Improved efficiency of tool vendor and IT bug fixes and product escalations by 25%.

• Created change management tool and process.

Supervisor, Call Center - TriNet, Inc., San Leandro, Ca, PEO 12/2004 - 8/2005

• Managed HR Benefits & Payroll Analysts Call Center advising over 13,000 customer employees on Benefits, Policy, Payroll and HR using PeopleSoft system.

• Improved call efficiency 15% by documenting upgrade needs and implementing call scripts.

• Reprogrammed and documented ACD system and call flow for 10% efficiency increase.

Manager, Customer Support – Premier Retail Networks, S.F., Ca, Multi-media 8/2004 - 12/2004

• Managed over 25 consultants and staff, reporting to the VP of Services, delivering installations for multi-media hardware and software projects and maintained SLA adherence.

• Scheduled coverage on 8 ACD queues of technical assistance for customers and field services.

• Coordinated training to maintain service levels, developed root cause analysis, reported metrics and stats.

Manager, Support – Global Logistics Village, San Ramon, Ca, Supply Chain ASP 5/2004 – 7/2004

• Managed customer support team, reporting to VP of Sales & Operations, reported metrics.

• Developed test cases for software, created change orders, tested patches and updates.

• Lead user-training on SCM application for suppliers, carriers and customers.

Project Manager – Leapfrog, Emeryville, Ca, Electronics & Educational Toys 2/2003 – 5/2003

• Drove, tracked and requirements gathering for Agile Document Control system.

• Developed workflow documentation and communication to cross-functional departments to resolve gaps, change process and close reporting loopholes creating greater ROI for Agile.

• Created proposal for on-line global training via web seminars and tutorials for Hong Kong.

• Technical support management for Agile application, interfacing with IT and Consultant.

• Managed Agile software license distribution and license contract compliance

Manager, Technical Support – Sendmail, Inc., Emeryville, Ca, Email, hosting 3/1999 – 10/2002

• Won company award for maintaining best cost to revenue ratio in my department.

• Built and managed Technical Support Team, reporting to VP of Engineering.

• Resource allocation and workload leveling for global, multi-lingual staff on call 24x7.

• Developed Executive Reporting Call Metrics, Product Performance, and Customer Satisfaction Survey.

• Drove cross-departmental resolution team to correct customer issues and communicated plans.

• Tracked product issues and created feedback reporting for engineering to improve products.

• Developed and organized technical training for internal personnel and customers.

• Negotiated Partner Support Programs (SLA with Compaq/HP, Intel, Trend, Dell, IBM)

• Managed process, communication and outsourced support to Dell, Trend and Compaq.

• Authored agreements for Business Development negotiating partner technical solutions.

• Planned and implemented Knowledge Base and Call Tracking Systems.

• Developed and re-engineered support offerings in response to market analysis and customer requests.

Sybase, Inc., Emeryville, Ca, Relational Database software 8/1994 – 3/1999

Program Manager, Global Customer Support 4/1998 – 3/1999

Manager, Customer Support Call Center 10/1997 – 4/1998

Manager, Customer Support Escalation Center 2/1996 – 10/1997

Manager, Call Coordination 8/1994 – 1/1996

• Life Cycle Management and product support readiness for Technical Support Worldwide.

• Planned, documented and communicated new product Training.

• Drove End of Life requirements gathering, implementation and customer communication.

• Member of Product Marketing Team throughout Life Cycle.

• Presented status of Technical Support at Life Cycle Phase Reviews for Executives.

• Managed Support Engineers working on five product lines, within US center of 250.

• Exceeded technical support departmental metrics and goals by 10%.

• Responsible for ISO 9000 Quality Program departmental documentation, process and reviews.

• Created, designed, documented and led staff in communication total solution recovery plans.

• Resolved crucial system failures for Fortune 500 companies by building strong relationships and communications with Integrators and 3rd Party software and hardware vendors.

• Conducted post-mortems, analyzed cause and system failures. Delivered analysis to engineering and developed corrective action plans.

Ingres/ASK Computer Group, Inc., Alameda, Ca, Relational Database software 12/1986 – 6/1994

Manager, Customer Support 4/1994 – 6/1994

Manager, Professional Service Contracts Administration 5/1988 – 3/1994

Supervisor, Accounts Payable 12/1986 – 4/1988

• Managed Customer Help Desk staff of seven and six Engineers on a 24 hour pager service.

• Directed project management group designing pro-active customer communication network.

• Authored contracts for customer site reviews and custom systems.

• Tracked projects, billable time and expenses to submit with project reports and billing.

• Liaison to Legal to ensure Statements of Work met company standards and requirements.

• Closed $8M per month through G/L posting.

EDUCATION

Bachelor of Arts - cum laude, San Francisco State University

Programming Certificate, Computer Learning Center, COBOL, Assembler, RPG II, JCL

Mastering Modern Project Management (pmbok)

MS Project

Project Management Certificate Program, UC Berkeley Extension

Project Management, Project Planning and Control, Project Risk Management

TECHNICAL EXPERIENCE

Project management of product development life cycles from concept through end of life, Lotus Notes, Eudora, Elm, Netscape, Outlook and Sendmail, filters, anti-virus, calendaring and wireless access protocol (WAP), ACD phone system programming and call flowcharting, Clarify, Remedy, PeopleSoft and Pivotal CRM systems, Authoria HR Knowledge Base System, Agile Document Control & Supply Chain Management and databases Ingres, Sybase and Access2000. MS Word, Excel, PowerPoint, MS Project and Visio to communicate plans and presentations.

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