Qualifications for Executive-Level Service and Support Management

Dynamic, results-driven professional with 20 years of overall management experience, spanning operations, e-commerce, accounting, customer service, and training.  Applies reliable, repeatable best-in-class business practices to consistently deliver superior performance and profitability to shareholders and investors.  Adept in designing, developing, and implementing strategic plans as well as negotiating sales and contracts with Fortune 500 companies, international vendors, and retail partners.  Proven track record of empowering and leading personnel to realize their potential and surpass expectations.  Exhibits outstanding interpersonal, communication, and presentation skills.  Expertise encompasses:

Service Management · Project Management · Risk Management · Start-Ups, Consolidations/Turnarounds

Market Analysis, Research · Public Relations · Corporate Communications · Process Improvement

Budgeting · Client Relations · Customer Service · Training, Development · Consulting, Coaching

Selected Accomplishments

·         Collaborated with global logistics supply chain solutions to develop state-of-the-art depot repair, spare parts warehousing and distribution, and returns programs. Significantly reduced overall support costs, increased customer satisfaction, and introduced 3,500 convenient drop-off locations across the US by partnership agreement.

·         Successfully developed Service Networks in US, Canada, Mexico, Central and South America.

·         Implemented Five Star Service Rating Program for Technology Products, a self-maintained registry of locations managed by Customer Satisfaction Survey Response. Program improved customer satisfaction and confidence.

·         Director for Toshiba America Information Systems Inc.’s service organization.  Participated in direct contact with Fortune 500 accounts and successfully closed sales with C-level executives at enterprise customer accounts.

·         Implemented and managed Service Contract Programs with Service Net and Great American Insurance.

·         Designed and Managed data support networks for the consumer electronics clients of Wood Technologies International Inc./SatisFusion, including Sony, Kenwood, Yamaha, Zenith, RCA, Hitachi, and Toshiba.

Career Track

Executive Blueprints Inc.

President/CEO.......................................................................................................................................................... 2005 to Present

Planned and executed the start-up of www.ExecutiveBlueprints.com, which specializes in developing management and human capital investment.  Oversees the provision of training, business management consulting, and executive coaching services, including seminars/workshops on public speaking, improving human capital ROI, strategic planning, web design, contract negotiation, and public relations.

·         Fueled a twofold increase in web activity and communications each month in the first quarter.

·         Launched www.BizRolodex.com, as a business resource for online discounts, coupons, and promotions from vendors.

·         Was appointed to the advisory committee for Motivation Education, a K-12 education development program sponsored by the National Science Foundation.

Toshiba America Information Systems Inc.

Director of Service Operations................................................................................................................................... 2002 to 2006

Developed Fortune 500 sales service marketing strategy, promotions, and communications.  Designed and implemented a three-year strategic plan based on customer market analysis.  Coordinated support and operations with 600 reseller partners of notebook computers/PCs, servers, projectors, and PDAs.  Implemented service logistics support strategy with UPS Supply Chain Services and UPS Stores.  Developed and implemented new and competitive support options.  Monitored and adjusted business models to control expenses while ensuring customer satisfaction.

·         Collaborated with partner UPS to implement logistics and process improvements that reduced warranty process expenses 33% and boosted customer satisfaction 12%.  Improved efficiencies in channel operations and cut warranty service-related expenses 15%.

·         Worked with EDS to design and implement the industry’s first real-time complete service event tracking system, which featured a customer-specific asset tracking and Advance Alert exception-based reporting tool, used by such corporate accounts as Microsoft, Oracle, Nationwide, P&G, Accenture, InfoSys, American Airlines, Deloitte, and CBS News.

·         Achieved 100% participation in Six Sigma, application service strategy, P&L, forecast, and internal training.

Toshiba Image Sensing Division

International Service / Training Manager.................................................................................................................. 1999 to 2002

Managed service and support for digital camera, CCTV surveillance, medical/industrial imaging, and projection products in the US, Canada, and Latin America regions.  Coordinated training for direct sales, retail sales, and sales managers.  Administered the e-commerce relationship (Toshiba Direct) for B2C sales; duties included PSI, promotions, marketing, sales strategy, and training as well as creating bundled offers, catalogs, images, and descriptions for online sales.  Identified prospective reciprocal marketing and sales relationships for sales and marketing strategy.  Developed and implemented all ISD customer support websites.

·         Produced an additional $1.2 million in revenue by establishing a program for returning environmental products in exchange for credit towards the purchase of an upgrade.

·         Developed an automated spare parts planning tool that improved the fill rate from 50% to 97% while reducing inventory 65% over two years.

Wood Technologies International Inc. / SatisFusion

Operations Manager..................................................................................................................................................... 1998 to 1999

Initiated and cultivated relationships with new clients to capitalize on prospective business opportunities.  Created sales, marketing, and promotional materials based on customer response.  Directed third-party administration and adjudication of insurance programs; implemented claim adjudication business processes for AIG, Zurich, GE Capital, Warrantech, and National Warranty Corp.  Managed technical support and administration warranty claim processing outsource solutions for consumer electronics manufacturers.  Prepared strategic plans, forecasts, and financial/industry trend analyses.

·         Developed a three-year strategic plan for managing business operations and product development, which was utilized to secure funding from venture capital investors.

·         Cut extended service plan contract expenses for clients 70%.

Toshiba America Consumer Products Inc.

Accounting / Call Center Manager.............................................................................................................................. 1995 to 1998

Managed accounts payable/receivable for over 3,000 authorized service locations in the US and Latin America.  Coordinated the implementation of integrated quality management systems for component procurement, manufacturing, sales, and warranty service events.

·         Achieved return on investment and generated savings of more than $1 million in 90 days by consolidating three regions and one vendor into a national customer support center.

·         Designed and programmed the TACP service division website.

Toshiba America Consumer Products Inc.

Warranty / Accounting Manager................................................................................................................................. 1986 to 1995

Directed the programming of software applications for internal operations, web design, claim adjudication, and self-paced technical training.

·         Orchestrated the consolidation of five US regions into centralized headquarters and implemented automated workflow processes to offset the resulting 63% reduction in manpower.

·         Reduced outstanding receivables from 14% to less than 0.05% in six months.

International Coach Federation, Executive Coach & Consultant

Global Leadership Forum-2005

Six Sigma and Management Innovation (DMAIC/DFACE) Training

California Department of Consumer Affairs, Bureau of Electronic and Appliance Repairs Advisory Council

Industry Information Director, National Electronics Service Dealers Association (NESDA)

International Who’s Who of Business Leaders and Sterling Who’s Who Directory-Executive Edition

Certificate of Recognition and Industry Achievement Award Honors, NESDA

USA Certificate of Appreciation, Institute of Service Management

Award of Appreciation, National Professional Service Convention

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