Wade V. Creager

**** *. ****** **** *****, Lehi, Utah 84043

Phone: +1-801-***-****

Email: abmcwv@r.postjobfree.com

* ************* ********** & Customer Support Executive

Proactive, result driven and seasoned professional offering extensive

international experience in customer care & technical support, business

management, global operations, general customer service/contact

centers, 1st, 2nd, & 3rd level technical support centers, client

services/relations, sales, marketing, P&L responsibilities,

outsourcing, client & vendor management, account management,

consulting, business analysis, process improvement, & program

implementation. Leading organizations of 250 to 10,000 people in as

many as 11 global locations.

Highly professional achiever consistently maximizing opportunities and

surpassing expectations. Proven track record in operations and new

business development. Perform well under pressure in fast pace growing

environments while focusing on finding mutually beneficial solutions.

Exceptional strategic planning, action driven, vision instilling,

problem resolution, multi tasking, and follow through skills. Deliver

results through detailed and creative tactical action. Accomplished

communicator, negotiator and rapport builder who is committed to World-

Class support and operations with a customer centered focus. Highly

skilled at organization and team development, providing inspirational

guidance and developing dynamic global management teams, creating an

innovative and motivational atmosphere. Creates an environment where

the organization clearly understands what success looks like and builds

excitement and a positive sense of urgency around required actions and

the desired end state.

Establishes and develops highly successful operations throughout North

America, LATAM, EMEA, and APAC. Organizations and programs

continuously exceed client, customer, and corporate metrics and

expectations. Exceeds corporate fiscal goals, and continuously hold the

highest customer, client, and employee satisfaction levels in

companies. Work collectively with staff, clients, partners or vendors

to further build solid partnerships, jointly establish Best in Class

centers, operations and programs. Leadership rolls have been with

startup organizations as well as large well-established companies,

providing support to consumer, small business and enterprise markets.

Clients include but are not limited to: Cisco, Nortel Networks, Juniper

Networks, Microsoft, IBM, EMC , CA, AT&T, Apple, Netgear, 3-Com, Dell,

Palm, DirecTV, American Express, Cross Land Mortgage, Countrywide,

North American Mortgage, The Associates, Disney, FedEx, Blue Cross Blue

Shield, PacifiCare and Foundation Health.

Areas of Expertise:

International Business Management Customer Satisfaction & KPI Focus

Global Organization Development International Management Team

P&L / Budget Management Development

Strategic Planning / Vision & Goals Motivational Management Style

Training & Development

Tactical Actions / Delivery of Vendor Management (as Client)

Results Client Management (as Vendor)

Analytical / Creative Solutions Contract and Business Negotiations

Startups & Implementation Account Management

Large, Complex, Changing Business Consulting

Environments Client Based Expansion

General non-technical Customer Territory / Region Management

Care/Support, network, VoIP & SAAS Experienced with CEO's to Front Line

products, traditional hardware & Communications & Public Speaking

software products

1st, 2nd, & 3rd Level Technical

Support

Consumer, Sm Business, Enterprise

Support

Recent Career Accomplishments

Reduced Mozy's overall support costs 60% through improved business

model, contracts and gained efficiencies

Increased Mozy's customer satisfaction from 6.4 to 8.5 through improved

processes and efficiencies

Reduced existing vendor costs for Juniper by 18% through renegotiated

contracts

Reduced Juniper support expenses 26% through increased outsourcing

Grew existing account revenue 400% for Convergys through superior

operations and newly awarded business

Exceeded 2000 - 2005 net profit goals at Convergys by 10% - 25%

Reduced account operations expenses for Convergys 22% through improved

processes and efficiencies

Implemented, established & managed business with 10,000+ employees in

No. America, Europe & India

Assisted in the successful securing and negotiating of a $20 million

contract with Microsoft for Convergys

Successfully secured and negotiated a $10 million contract with Nortel

Networks for Convergys

Successfully secured and negotiated a $6 million contract with Juniper

Networks for Convergys

Implemented an on-line training program and robust online information

center for employees and clients

Successfully "turned around" a "red flag" account into a premium

account within four weeks of acquiring

Grew new business revenue of Marketing Ally 300%

Professional Experience

(VP Role) Senior Director, Global Support Services, Mozy/EMC, Pleasant

Grove, UT 2008 - Present

Mozy is a wholly owned company of EMC Corp. (NYSE: EMC). Mozy is a

SAAS, cloud computing industry leader as the world's most trusted

online backup service for consumers and small businesses with more than

one million customers, 50,000 business users and 25 petabytes of

information stored at its multiple data centers around the globe.

Designed, built and direct Mozy's Global Support Services organization,

consisting of Customer Care, 1st, 2nd & 3rd Level Technical Support,

eServices, Automated Support & Ed. Services. In 14 months expanded

Support Services from 1 to 8 strategic locations around the globe in

preparation for 600% customer growth, at the same time improving the

support model resulting in a 60% reduction in support costs and

improving customer satisfaction 24%. Report directly to Mozy's COO.

Lead and direct the Global Support Services organization, including

budget and forecast for global support, consisting of multiple

departments and operations in the U.S, Europe, India, China and

Philippines. Improved efficiency, performance and customer experience

through redefined and documented processes and procedures, and by

leveraging a proactive, positive management, partnership approach to

the business. Direct new Mozy Support site selections and contract

negotiations, define and selected new tools and systems for the Support

organization. Reduced labor and outsourcing costs 35% on all new or

renegotiated contracts through reduced rates and/or increased

efficiencies. Develop and distribute Requests for Proposals (RFP's),

assess potential vendors and their service offerings, conducted

comprehensive vendor site audits. Analyze proposals, selected vendors

to partner with, negotiate contracts, establish service levels and

KPIs, and implement new outsource programs. Create and present a weekly

operations review to the CEO, COO and fellow executives.

. Designed and built Mozy's global support organization from 1 location

& 17 techs, to 8 locations & 250 employees

. Reduced overall support costs model by 60%

. Reduced outsourcing costs by 35%

. Increased customer satisfaction from 6.4 to 8.5 (1-10 scale)

. Reduced customer churn from 4% to 2% monthly

. Reduced COGS in 2008 from 32% to 27%, 2009 27% to 24%, 2010 on target

for 20%

. Selected and deployed new tool suite improving customer experience

and reducing support workload 30%

Owner & Consultant, Operations, Customer Service & Outsourcing, Eden,

UT 2006 - 2008

Creager Consulting is my privately owned and operated firm. Advise

clients on international business operations, customer service

organizations, structure, focus, process, procedures and on outsourcing

and vendor management, ultimately reducing costs 15% - 35%. Consult

Fortune 500 companies in such industry verticals as: Internet Hardware,

Technology Software, Financial/Banking, Consumer Goods and

Communications. Conduct site/multi site business discovery and

analysis to quickly understand the organizations current state of

business. Identify how they define success and how their industry and

customers define success. Learn the corporate philosophy, culture,

goals, and objectives. Identify objectives that are measurable and

ensure they are measured, tracked, and actions are taken to improve.

Discover what the client is doing right and what needs focus for

necessary improvements. Develop and deliver an Actions &

Recommendations document with gap analysis on key problem areas. When

further contracted, engage as the Implementation Manager, executing the

Actions & Recommendations document. Directing clients through

reorganization or the outsourcing experience. (Vendor selection and

management, contracts, pricing, KPIs, and implementation)

Restructure internal service organizations and their processes, reducing

headcount 10% - 20%

Improve or implement outsourcing strategy, reducing total customer service

costs 20% - 75%

Through realigning outsourced work and renegotiating contracts, reduce

outsourcing costs 15% - 35%

Improve performance metrics 5% - 20% (C-Sat, ASA, Abandon rate, retention,

case resolution, etc.)

Senior Director, Global Outsourcing, Juniper Networks, Sunnyvale, CA

2005 - 2006

Juniper Networks, Inc. (NASDAQ: JNPR) is a market and product leader in

the networking, technology hardware and equipment industry. Juniper's

annual revenues exceed $2.3 billion with nearly 6,000 employees in over

150 countries. Directed Juniper Networks' global outsourcing

operations of Customer Care and 1st, 2nd & 3rd level Technical Support,

expanding outsourced work by 200% resulting in 26% reduced customer

service costs. Managed the ongoing vendor and partner reseller

relationships in No. America, Europe and India. Directed internal and

external quarterly business reviews. Improved vendor efficiency and

performance through a partnership approach and proactive, positive

vendor management on all measured KPIs. Reduced outsourcing costs 18%

on all new or renegotiated contracts through reduced rates and/or

increased efficiencies. Developed and distributed Requests for

Proposals (RFP's), assessed potential vendors and their service

offerings, conducted comprehensive vendor site visits/audits. Analyzed

proposals, selected vendors to partner with, created and delivered

executive presentations regarding vendor offerings, and vendor

performance. Negotiated all contracts, established service levels and

performance metrics, and implemented new outsource programs.

. Reduced overall customer support costs by 26%

. Reduced outsourcing costs by 18%

. Coached vendors, increasing overall customer satisfaction 12%

. Partnership relations with vendors and partners increased performance

and efficiency on all metrics

2

3 Professional Experience Continued

Senior Director, Operations, Convergys Corporation, Ogden, UT 1999 -

2005

Convergys Corporation (Formerly MATRIXX Marketing) (NYSE: CVG) is a

global leader in outsourced relationship management in the business

services and supplies industry. Convergys' annual revenues exceed $2.8

billion with nearly 75,000 employees who serve clients in over 70

countries, speaking more than 35 languages. Established and directed

an organization with operations and client services in 5 North

American, 2 European and 4 Indian locations with numerous clients and

accounts, growing existing business 400%. Notable clients include:

Cisco, Nortel, Juniper, Microsoft, AT&T, IBM, and Netgear. Managed a

$145 million P&L showing financial profitability and solid fiscal

results, exceeded forecasts and budgets, often by 10% - 25%, while

ensuring Best in Class service was provided to my clients. Grew

existing business 400%, increased profitability 14%, and improved

productivity 22%. Built and developed dynamic global management teams,

creating innovative and motivational environments. Ensured open and

thriving communication in client relationships, negotiated contracts,

and established profitable pricing. Led numerous, successful global

implementations. Actively worked with sales and marketing as the

Operational Subject Matter Expert (SME), assisting in or leading

consulting and / or due-diligence operations assessments for existing

and potential clients such as: EMC , Nortel, Juniper, Enterasys,

Alcatel, Sun, IBM, Apple, CDW, Bell Canada, and Qwest.

. Recruited Back to Convergys (Formerly MATRIXX) with a bridge of

service

. Support management of network, VoIP & SAAS products, traditional

hardware and software products

. Increased accounts profitability 14%, exceeding 1999 - 2005 net

profit goals by 10% - 25%

. Exceeded customer satisfaction goals month over month for 7

consecutive years

. Lowest company attrition held by my programs, analyzed for company

attrition reduction initiative

. Grew existing business by 400% for Convergys

. Reduced operation expenses 22% through improved processes and

efficiencies

. Implemented, established & managed new business of 10,000+ employees

in No. America, Europe & India

Senior Director, Business Development, Marketing Ally Teleservices,

Provo, UT 1997 - 1999

Marketing Alley was a privately held company, offering full-service

contact centers. Marketing Ally was a fast growing company that

employed approximately 2,000 employees at 4 centers in North America

and Brazil. On September 18, 2003, IDT Corporation (NYSE: IDT, IDT.C)

acquired Marketing Ally as part of IDT's creation of IDT Contact

Services. Leading the sales and marketing organization, new business

revenue grew 300%, with newly acquired clients and negotiated pricing

increasing total gross annual profit 98%. Managed the P&L for the

sales and marketing group. Created all sales material, presentations

and online marketing material. Developed the marketing strategy,

managed workforce planning, recruited candidates, selected top talent

for a range of positions, trained and developed the sales team.

Secured key clients and managed premium accounts, ensuring their needs

were met at corporate levels. Scouted out and performed due-diligence

site audits to identify potential European locations for future

expansion. Acquired and serviced such companies as: 3-Com/US Robotics,

Dell, Apple, FedEx, Disney, USWEST, Franklin Covey, Blue Cross Blue

Shield, PacifiCare, Foundation Health Systems, Cross Land Mortgage Co.,

Countrywide, North American Mortgage Co., and The Associates.

. Grew new business revenue of Marketing Ally 300%

. Increased gross annual profit 98%

. Exceeded revenue goals for 1997 by 115% and 1998 by 130% of quota

. Developed all new marketing and sales material, presentations and

online marketing material

Senior Account Manager, MATRIXX Marketing (Now Convergys), Ogden, UT

1995 - 1997

MATRIXX Marketing Inc. provided outsourcing customer management

solutions in the business services and supplies industry. After

significant growth as part of Cincinnati Bell Inc., MATRIXX Marketing

was spun off as Convergys Corporation (NYSE: CVG), an independent,

public company in 1998. Managing and leading all major aspects of

client relationships between MATRIXX, AT&T, DIRECTV, and Hues Satellite

Inc. and building rapport between all parties' ensured longevity and a

500% growth of the program. Directed operations according to the

needs of the client's for sales and customer service. Conducted

management meetings and acted as primary negotiator with all entities.

Established strategic and tactical project priorities and identified

the resource requirements. Developed a positive rapport with clients,

improved overall operation of the project, and constructed and

implemented changes designed to improve and secure the longevity of the

program. Ensured a clear and concise communication link between all

groups. Created new procedures, using technological and organizational

processes, refining the overall program.

Through active leadership and client rapport increased the program size by

500%

Ensured Operations met or exceeded customer satisfaction goals and all

KPIs

Built specialty teams to address client needs and concerns, capturing

client loyalty and commitment

Ensured a contract extension through operations performance and a solid

client relationship

Education

Business Management, Weber State University, Ogden UT, 1990

Certificate in Executive Management Course, EMC Business University,

Hopkinton, MA, 2009

Certificate in Business Consulting Course, Convergys Business

University, Murray, UT, 2004

Certificate in Executive Management Course, Convergys Business

University, Cincinnati, OH, 2003

US Air Force Non-Commissioned Officer Academy, Virtual Courses, Hill

Air Force Base, UT, 1988

US Air Force Aircraft Crew Chief School, Hill Air Force Base, UT, 1988

US Air Force Jet Engine Mechanic School, Chanute Air Force Base, IL,

1986

Awards & Recognition

Community Service Award while serving on the Eden City Planning

Commission, 2002 - 2006

Summit Award, Convergys Corporation, 2005

Summit Award, Convergys Corporation, 2002

Presidents Star Award, Marketing Ally Teleservices, 1997

Employee of the Quarter, 3 time recipient, Marketing Ally Teleservices,

1997

US Air Force Meritorious Service Medal for effort and dedication above

and beyond the call of duty, 1988

Recommendations

"Wade arrives earlier and stays later than almost anyone else at Mozy.

He sacrificed countless hours as he transitioned the Mozy support

organization from a small team into a global operation. He works with

impeccable integrity, and a sincere desire to see the organization

succeed. He is a man who can be trusted, and one that I recommend." -

Devin Knighton, Mozy Marketing & Public Relations

"I worked with Wade for one and a half years at Mozy in Operations and

found him to be an extremely capable person with great vision and top

leadership abilities. His deep experience in the customer service

field lead to the development of a world class customer support

organization in a very short order of time. He is very detail oriented

at the same time, has a keen focus on operational efficiency, and

makes certain that the job is done right." - Stephen Hu, EMC China COE

/ Mozy APAC Operations

"Customer Support? Outsourcing? Business Evaluations? Implementations?

Turn Arounds? Re-Engineering? Go to Wade. This great human being is

your man. He carries volumes of experience. I've worked with him for

two years at Mozy and I've never seen someone with so much of energy

24X7." - Manoj Sebastian, Mozy Global Operations

"Having worked with Wade for just over a year I can attest that he is

one of the most dedicated, business focused individuals I have had the

good fortune to work with. His dedication to his job and team function

is second to none with an ability to deliver world class support no

matter the geographical location. Any support organization led by Wade

will be world class." - Daragh Donohoe, EMC Cork, Ireland / Mozy EMEA

Sales

"I report to and work directly with Wade. He manages to find that

perfect level of management and does a superior job of being able to

manage his teams in meeting or exceeding both internal and external

customer expectations. At the same time his teams know he truly cares

about them as individuals. Wade is also a very dedicated person who

spends many late hours to ensure the success of his teams. I would

highly recommend him for any level of management." - Garry Elkins,

Mozy Global Support Services, 2nd & 3rd Level Support

"I first worked with Wade back in early 2004. Wade is a pleasure to

work with and has natural leadership abilities. Several years later

Wade recruited me to Mozy Global Support with EMC. I am reminded once

again of what a remarkable presence and depth of business knowledge

that Wade has. Wade is absolutely first-class executive material." -

Bryan Arnold, Mozy Global Support Services, Vendor Management

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