Customer Service Manager

Sergey Kashper

**** ****** *** ? San Jose, CA *5129 ? Phone: 408-***-**** ? e-mail:

*********@*******.***

LinkedIn profile: http://www.linkedin.com//pub/sergey-kashper/18/149/b97

More references available upon request.

Seeking position in...

PRODUCT SERVICE MANAGEMENT

Service Delivery Manager / Technical Product Manager/ Solution Architect

Sales Management / Customer Service and Support / Quality Control /

Reporting

"Proactive Leader and Problem Solver"

Over fourteen years experience in diverse aspects of mobile network and VAS

system design and troubleshooting, customer management and solution

deliveries.

AREAS OF EXPERTISE

. Strategic Planning, Leadership Skills

. Product, Performance, Market optimization

. Elaborated customer care and management

. Team Building, Motivation, and Performance

. Work with multiple cross-functional teams

. Quality procedures

. Hands-on with Unix/Linux, TCP/IP networks

. Mobile VAS products, solutions and interfaces

. Communication protocols and analyzers

. system view, managing multiple/large projects

. Tier-1 mobile operators environment

. Organization, analytical, presentation skills

KEY CAREER ACCOMPLISHMENTS

PRODUCT PRESALE & SOLUTIONS

. Developed expertise in mobile messaging (SMS, MMS, LBS), signaling

protocols (GSM, SIP, W/CDMA, SMPP, Diameter, Radius), mobile IP

network elements (VLR, HLR, STP, ITP, MSC, MGW, GGSN, SGSN)

. Defined product technical and market specification/requirements (CRS,

PRDs, MRDs) to provide the best customer solution; Organized and

conducted in-company and customer product training

. Performed company product sales support and presentation, managed

RFI/Q/P process for USA and Latin America markets

SERVICE DELIVERY & TEAM MANAGEMENT

. Planned and launched product deliveries over numerous accounts,

customers ranging from the small (~$500k yearly sales) to large (>$10m

yearly sales); Presented status to senior level executives

. Successfully implemented large scale Sprint, Metro PCS, Rogers,

America Movil, Millicom projects within time and budget constraints,

resulted in few millions savings and in new POs

. Efficiently managed international on-call, TAC and deployment teams

consist of highly trained professionals

(up to 12 international experts), become a mentor.

CUSTOMER SERVICE & SUPPORT

. Managed customer service over strategic Tier-1 accounts ensuring

99.999 HA within SLA

. Built and supervised carrier-class 24x7x365 network/product service

support via call center in crisis and in high pressure situations,

served as a Secondary on-call for technical escalations

. Wrote operating manuals, guides, methods and procedures (MOP/SOW)

resulted in high KPI and customer satisfaction; Developed and

implemented a Quality Improvement Process

CAREER HISTORY

Sr. System engineer, Operations Manager MiNO Wireless ( Santa Clara

CA, USA) 2010-today

Product Support, Delivery Service Manager Comverse, Americas Division

(Miami FL, USA) 2003-2009

Sr. System engineer, R&D Manager Quasar Ltd. (Rehovot, Israel)

2002-2003

Sr. software engineer, team leader Radvision Ltd. (Tel-Aviv,

Israel) 2000-2002

Software engineer Telrad Telecommunications Ltd.

(Lod, Israel) 1996-2000

EDUCATION

M.S. studies, Electrical Engineering - Technion, Haifa, Israel

B.S. studies, Radiotechnics, Institute of Radioelectronics - Kharkov,

Ukraine

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