Customer Service Manager
Resume:
Oden M. Rice
Collinsville, IL. *2234
********@*******.***
OBJECTIVE
A senior management position with a growth oriented company involving
operations, business development, customer relationships, and profit &
loss responsibility with the opportunity to contribute significantly
to the success of the business
BACKGROUND
More than 25 years of hands-on successful management experience
encompassing operations, commercial, administration, and new business
development. An accomplished professional, I have a track record of
increasing market share, profitability, customer satisfaction,
customer loyalty, product reliability. My broad business experience
encompasses all aspects of profit and loss management, new business
development, project management, employee development, commercial
contract development/approval, inventory, asset management and program
consultant. Excellent communication skills as highlighted by
successful negotiation, executive presentations, and written
documentation.
BUSINESS CONTRIBUTIONS
TDK Technologies, St. Louis, Missouri
Specializes in diversified Health Care management
IT Project Consultant (Contract) 2008
Developing Strategic Project Solutions: Working on an overall benefits
package for the State of Nebraska that aligns Behavior Health, Medicare and
Child/Family Services into a single vendor strategy.
Dell Computer Corporation, Austin, Texas
Dell Computer Corporation, supplier of Home, Small Business and Enterprise
computing solutions
Senior Program Consultant, Deployment & Field Service 2004 - 2006
Development of End-to-End Support Solutions: Implementation and
management of strategic support guidelines and initiatives in order to
provide superior on-site support for Dell's Imaging products. Primary
duties is to effectively manage the on boarding, training and SLA
requirements for the on-site providers, working in conjunction with
Procurement, IT, training and internal phone support management teams
in order to ensure seamless execution in our end-to-end support model
.
Results: We successfully implemented a strong service model which
catapulted our market shares and strategically position Dell as a key
competitor in the Imaging products space.
Senior Program Consultant, Service Marketing 2002 - 2004
Responsible for Development of Specialized Service Offerings: Worked
with the sales and services teams to plan and develop key service
portfolios that provide Dell with a competitive edge over direct
competition. Managed cross functional Core Teams from concept through
deployment that are responsible for outlining the deliverables and
business case required to build out the key features to the offering.
Responsible for maintaining document integrity, financial focus and
executive overviews.
Launched two critical service offerings in 2003. Both programs
required tremendous efforts from all delivery organization to include
procurement, legal and vendors in order to launch. Results: We
successfully launch on target which produced a high level of
confidence from our sales teams, therefore resulting in good attach
rates and high margins. Currently at $35 million year over year.
Senior Program Consultant, Service Engineering 1999 - 2002
Responsible for Product Readiness and Sustaining for Technical Support
Deliveries: Worked with the enterprise services cross-functional and
WW product group teams to plan and develop the regional
business/technical requirements to provide customer support for the
entire life cycle of a product, i.e. hardware, software and/or
services. Presented regional service readiness to senior management
for Storage Area Network (SAN) Network Attached Storage, RAID,
switches, bridges, tape backup and storage units.
Managed multi-million dollar sustaining programs, i.e. recalls and
retrofits, related to safety and/or data loss potential. Results:
Improve product reliability, profitability and restored customer
confidence by implementing over $25,000,000 in overall cost recovery
through execution requirements back to both PG engineering and the
product vendors.
Lead on project to merge our CFI (Custom Factory Integration) products
to a 3 year warranty offering within Dell technical services. This
strategy was implemented to help increase our CFI attach rate from ~5%
to over 25% of all desktops and portables sold. Results: Since program
was established and implemented, their attach rates on Dell branded
products at 35%.
Senior Technical Support Manager, Customer Service Deliveries 1997 -
1999
Responsible for Technical Phone Support Queue: Managed Dell's Premier
Access support team. PA is a fee based support initiative, allowing
customers obtain advance level support, over our standard support
offerings. Group's primary focus was to provide second level support
for all Tier 1 and Tier 2 service providers, which also included
managing Dell's Certification programs and parts ordering process.
I tasked my team to move all parts ordering from the phone and fax to
a web based solution. This eliminated duplicate orders and errors to
the part order systems. Results: We were able to save the company over
$2,000,000 in administration and logistics cost for the first year of
the release of this program.
FUJITSU ICL SYSTEMS, INC., Houston, Texas, 1990 - 1997
Wholly owned subsidiary of Fujitsu Limited, a leading provider of
Internet-focused information technology solutions for the global
marketplace. The company is a total lifecycle solutions supplier for
North American retailers and financial services providers.
Regional Service Director, On Site Services, 1992 - 1997
Managed the on site computer maintenance and installation service
business with revenues exceeding $25,000,000. Directed over 120
employees throughout a 21 state area, comprising of customer service
engineers, second level technical support personnel, administrators,
financial analysts, logistic planners and district field management.
Excelled in building customer relationships, employee retention, and
improving profitability.
Built and maintained the company's reputation for world-class
installation services. Results: Became a major competitor in the
hardware installations, with revenue targets over $3,000,000.
Customers included: Bank One, Riggs Bank, Bank of California, GE
Credit Unions, Kroger, McCarty Holman, H. E. Butt, Fleming, Home
Depot, Payless Cashways and Hanover.
Significantly improved the "first time fix" rates from 89% to 93% and
reduced the time to complete a customer service call from 15.1 hours
to 9.5 hours. Results: The reductions produced annual cost savings of
over $500,000 and a 20% increase in customer satisfaction survey
results.
ADDITIONAL EXPERIENCE
District Service Manager, Fujitsu ICL Systems, Inc. Houston, Texas
1990-1992
District Service Manager, National Semiconductor, Houston, Texas 1985
- 1990.
Branch Manager, National Semiconductor, Houston, Texas 1983 - 1985.
PROFESSIONAL DEVELOPMENT AND TRAINING
Seminars and Classes - 1983-2004: PMI training, Presentation Skills,
Working with Others, Behavioral Style Analysis, Building a High
Performance Team, Quality College, Quality Work Groups & Education
System, Situational Leadership, Negotiation Skills, Counselor
Relations, Incoming Call Center Management, Coaching and Counseling
Employees, BPI-Power of Improvement.
Applications: Microsoft Windows XP applications, Microsoft Project and
Microsoft Visio
Control Data Institute: 1978-1980: Technical Training.
Lewis & Clark College: 1973-1975
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