Customer Service Process Improvement

JOHN DIERKER

**** ********* ***** ****: 815-***-****

Crystal Lake, Illinois 60012 ********@*********.***

SENIOR MANAGERIAL LEADERSHIP -- CUSTOMER SERVICE AND SUPPORT

Recognized for leading people and programs to deliver outstanding service

and support to improve customer experience and resulting customer loyalty.

Results-oriented professional with over 15 years Senior Management

experience leading and developing organizations to deliver world-class

service and support to Business Partners and Customer Accounts. Strong

track record of developing people, process and programs to achieve industry

leading service while supporting revenue and profitability goals through:

. Organizational Leadership -- defining culture of accountability and

service excellence while developing a strong, motivated team to

execute business strategies, maintain highest levels of customer

satisfaction, and build management bench strength.

. Planning and Strategy -- analyzing trends to identify customer needs,

best practices, and emerging technologies; developing plans and

strategies to achieve business goals; defining new product/service

offerings.

. Business Relationships -- representing senior management to strategic

business partners (IBM, Motorola Solutions, etc and key customer

accounts. Collaborating with Sales to achieve revenue and customer

satisfaction, working with Product Management to ensure new products

meet customer needs and improve customer experience; negotiating

contracts and managing Sub-contracted Service Provider performance.

. Process Improvement -- Combining Six Sigma and Lean enterprise

principles with a passion for service excellence and customer advocacy

to deliver industry leading service and support while improving

operational performance; developing policies and procedures to achieve

business objectives, driving continuous process improvement

initiatives to increase availability, improve response times, reduce

cycle times and lower costs; leveraging technology to increase

productivity.

. Financial and Operational Metrics - demonstrating strong business

acumen, analytical thinking and data driven decision approach to

solving business challenges; reporting on revenue, margins, call

center metrics, cycle times, and customer satisfaction metrics to

drive performance improvement.

. Customer Advocacy -- directing programs to identify changing needs,

improving customer loyalty, managing global escalation.

PROFESSIONAL EXPERIENCE

ZEBRA TECHNOLOGIES CORPORATION, Chicago IL 2008 to 2012

Zebra Technologies LLC, Global technology solution provider with annual

sales of $1 billion serving various industries including retail,

manufacturing, healthcare, automotive, and government through specialized

printing technology and automatic identification and data capture (AIDC)

solutions.

Director Technical Services (2008 - 2012)

Senior management position with responsibility for delivering service and

support to North America distributors, channel partners, and customer

accounts. Responsible for 100+ member Customer Support Centers and Service

Partner management for software and hardware technology solutions in the

Americas and global escalation.

. Developed culture of service excellence and customer advocacy that

drove 25% improvement in customer satisfaction and related Net

Promoter scores.

. Achieved $29 million service revenue through new contracts and

renewals.

. Integrated multiple contact center operations into unified service and

support organization to ensure consistent delivery and quality of

service.

. Developed segmented support strategy to drive improved service levels

while reducing operating spend by over $600k on budget of $7.2M.

. Directed cross functional team to successfully migrate Order-to-Cash

related processes and business functions from legacy Baan applications

to Siebel/Oracle platforms.

. Led continuous process improvement effort that reduced service cycle

times by 20%

. Directed the design, development and implementation of web portal for

global technical support and online ordering reducing cost-to-serve.

. Developed "Voice of the Customer" program to identify emerging needs

and improvement initiatives.

FOLLETT CORPORATION, Chicago IL 1987 to 2008

Follett Software Company, Privately held Technology solution provider

serving information management needs of US and International educational

institutions.

Vice President, Strategy and Business Development (2004 - 2008)

Responsible for developing business strategy and associated plans to

achieve sustained revenue growth and expansion.

. Developed strategy to expand business from $40 million to $90 million

through business acquisition and new product development.

. Directed market research that identified market trends, market sizing,

revenue projections, budget, and requirements for new product

offerings resulting in $8 million investment.

. Identified and evaluated target companies resulting in $25 million

investment in business acquisitions.

. Provided leadership for due diligence and integration of acquired

technology company to gain entry into new market space.

. Directed PMO of strategic initiatives to ensure successful execution

in support of strategic plan.

. Developed Balanced Scorecard to measure, track and report on company

performance against strategic plan.

Sr. Director Service and Support (1996 - 2004)

Member of senior management team with overall responsibility for customer

service and support related functions. Managed 180-member staff, and 75

independent contractors to deliver industry leading, global service and

support to schools, districts and educational institutions.

. Directed business process improvement efforts resulting in 25%

productivity gain and improved SLA performance across North America.

. Directed cross functional effort to migrate business process and

functions from legacy ERP applications to Oracle platform. Proficient

in Business Process Improvement and Business Process Management

practices.

. Developed and implemented strategy to outsource 50% of call center

volume resulting in 20% improvement in response and resolution time.

. Developed and implemented strategy that outsourced data conversion

activity resulting in 70% reduction of production lead time and 30%

reduction in cost.

. Developed and executed plan that supported launch of major new product

platforms and successfully migrated customer base to new products.

. Developed functional operating plans with budgets in excess of $12

million supporting $20 million in service and support related revenue.

Director Customer Support (1992 - 1996)

Provided strategic and operational leadership for customer service and

technical support operations in North America.

. Increased productivity and customer satisfaction through programs and

plans that improved performance and staff development.

. Directed selection and implementation of new systems to provide case

management, call management, analysis and reporting.

. Developed program to identify customer value drivers and related

improvement initiatives resulting in increase in customer

satisfaction.

. Developed staff to take on more responsibility and deliver consistent

operational performance.

EDUCATION

M.B.A., Lake Forest Graduate School of Management, Lake Forest, Illinois

B.S., Business, Bradley University, Peoria, Illinois.

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