MAURO DEL GRECO

***** ** ******, ********, ** H*E 3R5 438-***-**** adjdjs@r.postjobfree.com

Technical Services professional with over 20 years of solid management experience, customer service and team management. 11 years experience in Customer Success Manager role (CSM). Create value through quality initiatives to improve the success of products, services and pre-sales processes. Leads internal leadership initiatives for employee development, and maintain involvement in all change management programs to provide timely communications.

Best known for my passion, teamwork, leadership, dedication and results oriented approach. Languages: English, French and Italian.

PROFESSIONNAL EXPERIENCE

Director Customer Service & Office Operations 2019 – 2021 Belocum – Healthcare Relief (Montreal, Quebec)

Mandate: As director I reported directly to the owners and was responsible for both our Client Services team and all office operations

-Director of Services – lead our client service team and client satisfaction

-Director of Office Operations – responsible for facility, employee safety, office procedures and equipment

oDirector Client Services

•Reported directly to company CEO and owners

•Managed and responsible for Client Services team

•Assigned team leads and teams their weekly tasks and special projects

•Drove team projects such as assistance to marketing team for the release of new user guides due to new application features, creating knowledge base for department and assistance to sales for client prospection

•Accountable for team’s assistance to sales. Creating new sales opportunities with existing clients during calls and prospecting new clients using various social media platforms

•Reviewed department revenue monthly in order to forecast our quarterly and annual revenue

•Managed department costs, this included office equipment and employee hours and overtime

•Responsible for day and evening shift employees

•Responsible for employee training, schedules and vacations

•Team leads reported to me

•Client satisfaction and retention

•Employee retention

•Drafted and delivered mid-year and annual employee performance evaluations

•Met regularly with Dev Project Manager to discuss application enhancement features, issues and bugs encountered by the team

•Met and assisted marketing team with various projects. Updates to user guides, datasheets and publishing available contracts through various social media platforms

oDirector Office Operations

•Managed, supervised, delegated and responsible for all office facility projects

•Drove and implemented employee safety protocols and Covid-19 office procedures and best practices

•Responsible for delegating or purchasing office supplies and equipment. Ensuring the proper functioning of office equipment

•Planned with owners the move from our old Jean-Talon location to the new offices in Mile End

•Managed parts of the remodelling of our new office. Met with building owner and lead contractor. Received updates from electricians, plumbers, painters and IT team for network installation. Kept schedule on progress and delivery times.

•Headed project for office network and VoIP. Engaged various suppliers, requested quotes, negotiated deliverables and contracts. Oversaw installation of services, documentation and training of staff.

•Worked closely with accounting for office expenses, client revenue trend and staff salaries and expenses.

•Projects worked on this year included the privacy glass frosting of all conference room and closed offices, VoIP implementation, network installation and optimization, possibility of outsourcing some of our sales functions to a third party, reduction of operating costs, office and PC tools, productivity and tracking tools for working from home staff and the move to our new offices.

Service Segment Manager, GSD AMS Supporting Functions 2015 – 2018

Hewlett Packard Enterprise (Montreal, Quebec)

Mandate: Responsible for 2 major programs for Canada and team lead for Canadian Operations Team

-Canada GSD Warranty program. Accountable for reviewing and managing the warranty labour budget, monthly and quarterly forecasts and closely working with BU. Responsible for reviewing all required reports and analysis.

-Delivery Readiness Assessment (DRA) program for Canada, assess and mitigate risks of custom deals.

-Operations Team Lead. Drive programs within team to ensure the leadership position on cost and efficiency is maintained. Focus on operations metrics, manage costs, balance investments with return and ensure employee work life balance.

oWarranty Program

•Implemented and managed new Canadian Warranty program for Canada

•Present findings to Canada Directors and AMS Business Units (BU)

•Generated $1.2 Million in warranty services revenue for Canada

•Successful FY16 & FY17 Warranty Forecasting, accuracy within 2% (FY16 100.7%, FY17 98.4% labour dollar accuracy)

•Achieved 7 Consecutive quarters of strong and accurate forecasting

•Scheduled training with District Managers and customer engineers on proper case closure and coding for proper cost recovery

oDelivery Readiness Assessment (DRA) Program

•Identified assumptions and delivered risk assessments for over 110 custom sales and services opportunities in FY17

•Led successful implementation for 3 top tier customers for new Canadian rate cards and delivery packages to improve speed of sales cycle and enhanced customer experience

•Collaborated in developing a successful solution for Home Depot for their Network and Server migration. Included delivery through HPE delivery team and not through partners as in all other countries, this increased profitability & CE utilization

•Major contributor on a $105 million dollar deal won at one of our retail customers

•Successful in part due to having built an extensive network of contacts and key resources within HPE Americas (management, sales / pursuit SAs. Finance and business unit contacts)

oCanadian Operations Team Lead

•Project management – Responsible for project planning, developing project schedules, identifying internal and external roles and formulating corrective plans.

•Managed Project for the Canadian implementation of new metrics score card for break fix delivery division

•Managed project for HPE Career Path Program for Canada – alignment of people skill set with career opportunities path

•Assisted team to a successful delivery tools transformation. Increased CE productivity and reduced logistics (parts) spend

•Identified operational issues by meeting with various delivery teams and analyzing data results

•Coached and lead operations team, ensured delivery metrics goals were set and attained

•Mentored and trained new customer engineers and junior operations staff on administrative and operational tasks

Eastern Canada Team Lead / Operations Team Lead / Service - Sales liaison 2011 – 2015

Hewlett-Packard (Montreal, Quebec)

Mandate: Responsible for assisting Area Director with area team and staff management. Assist Area Director with area strategies. Single point of contact for service and delivery managers. Establish and/or create processes, procedures, and standards; reporting, metrics and process improvement.

oEastern Canada GSD Team Lead / Operations Team Lead

•Team Lead for Eastern Delivery Director, led 16 team members. Collaborated on area strategies, evaluating and recommending changes that benefitted the organization

•Implemented changes such as using Canadian HPE CE’s to install and maintain Aruba switches and Access Points as opposed to the rest of Americas sub-contracting the work. This increased CE utilization and increased profits. Also collaborated in identifying and implementing additional logistic hubs in Montreal for Mission Critical accounts, this improved overall team productivity and customer experience

•Collaborated with District Managers (DMs) and Canadian operational team in identifying issues and crafting solutions for issues with operational metric goals & accuracy

•Organized team building activities. For instance, informative yet relaxed quarterly meetings with Area director to staff over pizza, organized team outings, participated in having employee milestones and employee successes published quarterly through Meet your Co-Workers. These motivated and inspired team, improved team morale, made for a strong and enthusiastic team

oServices Liaison to Sales

•Worked closely with sales in engaging Global Service Delivery (GSD) teams

•Collaborated with Sales and Solution Architects in order to position our Mission Critical services and solutions

•Consulted with sales team concerning special deal requirements required for service delivery

•Coordinated training requirements for delivery service teams depending on sales and product direction

HP Mission Critical Customer Success Manager (CSM) / Account Support Manager (ASM) 2006 – 2011

Hewlett-Packard (Montreal, Quebec)

Mandate: Responsible for overall Account management and Project management. Responsible for providing onsite support to our corporate clients. Provide process and service support based on customer needs for server, networking, and storage environments. Responsible for leading the assigned Account Team ensuring all contractual obligations are met to create an industry leading Total Customer Experience. Aligning the service delivery to the Customers Business and IT objectives.

•As ASM, responsible for leading the account team and delivering an overall service experience to our customers

•I was responsible for all customer issues, escalations, growth, project planning, developing project schedules, identifying internal and external roles and formulating corrective plans

•Developed and maintained strong relationships with assigned customers. Accounts included Future Electronics, Royal Bank of Canada, National Bank, Rogers Mobility, Bell Mobility and Teleglobe

•Focusing on customer relationships, utilized Value Based Delivery methodology in delivering contractual obligations and communicating service value

•Managed service delivery to meet contractual obligations ensuring the highest levels of customer satisfaction and loyalty, achieved outstanding customer satisfaction scores quarter over quarter

•Promoted HPE Services by contributing customer knowledge to support revenue growth, profitability and account retention

•Continued success assured by strong problem solving, active listening, ability to adjust message to audience level, good knowledge level of HPE products and service offerings

PRIOR ROLES

Hewlett-Packard

Pursuit Mission Critical Solution Architect 2005 – 2006

NonStop Customer Success Manager 2001 – 2005

Compaq

NonStop Customer Success Manager 1998 – 2001

Tandem Computers

Senior Customer Support Specialist II 1994 – 1998

Customer Engineer 1988 – 1994

House of Semiconductors

Store Manager 1987 - 1988

Computer Technician 1986 – 1987

EDUCATION & TRAINING

Computer Technology, Control Data Institute, 1985

Major in Psychology, Dawson College, 1984

Tandem Computers NonStop ASE Certification, 2002

HOBBIES & INTERESTS:

Mentoring high school students, Hockey, Gym, Broadway musicals

Contact this candidate