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Harry S

Customer Service Director

Occupation:

Customer Service Manager

Location:

Orland Park, IL

Education Level:

Associate

Will Relocate:

No

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Senior management with a successful background in customer service, technical support, field operations and call center management combined with solid skills in new product development and introductions, you will be interested in the experience and accomplishments highlighted in the enclosed r�sum�. With over 20 years� progressive experience in senior management positions with global technology and telecommunications leaders, I feel well equipped to offer my services to your company.

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COMPANY POSITION HELD DATES WORKED

Tellabs (Confidential) 7/1984 - 9/2002
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SCHOOL MAJOR YEAR DEGREE

Devry electrical engineering 1977 Associate Degree
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Highlights:

? Provided strategic recommendations to marketing and engineering regarding product performance and efficiency enhancements, leading to 23-33% reduction in new-product time-to-market duration.? Developed successful training / certification program resulting in significantly increased internal product knowledge and improved product and customer support.? Key figure in companys revenue increase from $1.2 million to $12 million over eight-year period, while reducing controllable expenses by 35%.? Planned and established operations for companys first international technical support offices in Sao Paulo, Brazil and Mexico City, Mexico.? Assumed additional management responsibility of 400 field deployment personnel during period of corporate reorganization.? Successfully spearheaded ISO-9000 certification process.? Decreased response time to customer calls from 15-20 minutes to less than five minutes through implementation of improved training and mentoring programs.? Successfully re-directed failing automation project; planned and implemented appropriate computer-based administrative system that tracked / reported engineering problems and featured help desk and customer requirements functions.

Companies I like:

Any

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I have achieved measurable success as a senior manager. I have demonstrated particular strengths in the areas of P&L leadership, team building, and business planning. In my most recent role as Director of Customer Service supporting the launch and deployment of new products, I was able to influence customer-centered product design based on the strong relationships I built with key customers through technology implementation and problem-solving initiatives. Previously as Sr. Technical Support Manager I was tapped to build technical support offices in Latin America and successfully managed a technical team of over 400. Among the key qualifications I bring to the table: ? Expertise in building international technical support centers, including strategic planning, design, and technology implementation. ? Background in developing and implementing long-range plans. ? Analyzing and controlling all aspects of operations to reduce costs, enhance productivity, and improve profitability. ? Knowledge of the latest technologies to optimize efficiency, enhance customer communication, and reduce costs. ? Strong general management skills, including human resources, budgeting, and staff recruitment and development. ? Organizing and motivating staff to improve individual and group effectiveness.
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