Customer Service Manager

KEVIN S. BOYUM

**** * **** ** ***** Falls, SD ***10

605-***-**** ( ******@*****.***

[pic]http://www.linkedin.com/in/kevinboyum

INNOVATIVE PEOPLE, PROJECTS, AND PROCESS LEADER

Proven leader with a 15 year background in technology and business unit

startup, project management, process improvement, multi-site organizational

development, and multi-source staff management. Influential communicator

with ability to interface between technical teams and business stakeholders

to translate strategic objectives into actionable plans. Decisive leader

that leverages resources and coordinates technology to improve processes

and performance. Hands-on manager that focuses on training/coaching

employees to consistently perform at record levels.

AREAS OF EXPERTISE

Project Management ( Process Innovation ( Operational Modeling ( Software

Development

Contact Center Management ( Technology Implementation ( Service & Support (

Strategic Planning

Policy Development ( Product Line Strategy ( Vision Alignment (

Training/Employee Development Personnel Management

PROFESSIONAL EXPERIENCE

EAGLE CREEK SOFTWARE SERVICES ( Fargo, North Dakota ( 2007- 2009

Professional services organization dedicated to Oracle/Siebel CRM and

Oracle Business Intelligence implementations, upgrades, and managed

services utilizing an Onsite, Offshore, and Near Shore/Rural Sourcing

delivery model.

Director of Operations (2009)

Promoted to unify all offsite practices and direct business process

reengineering efforts. Reporting to the Vice President of Technology &

Security, directed remote Software Development and Consulting Center

operations for Valley City, North Dakota and tangential operations in

Pierre, South Dakota. Responsible for coordination of up to 120 Analysts,

Architects, and Developers assigned to as many as 25 client engagements.

Full service delivery, client satisfaction, and P&L responsibility.

. Project managed multiple successful upgrade, development, and

integration projects including Siebel 6.x, 7.x, 8.x, Oracle OBIEE, .Net,

HTML/XHTML, CSS, Javascript, Flash & Data Warehousing.

. Spearheaded strategy and assisted direction of business process

reengineering efforts aligned to strategic initiatives. Created a

governance model for a flat matrix organization to support planning,

budgeting, and executing capital infrastructure projects.

. Developed unified marketing strategy for offsite practices including

whitepapers, assessments, statements of work (SOW), and client

satisfaction measurement process.

. Expanded offsite Siebel Administration/Upgrade practice and emerging

Siebel OnDemand Software as a Service (SaaS) sub-practice.

. Created Offsite Disaster Recovery Plan that was implemented in spring of

2009 due to the flooding-related evacuation of the 100 FTE North Dakota

site. Thirty day evacuation managed with no safety issues and no

disruption to client projects or managed services and an increase of

billable revenue.

Enterprise Project Center Manager (2007-2008)

Recruited to stabilize day to day operations and drive best practices at

remote Software Development & Consulting Center. Reporting to the Project

Center Director, managed up to 100 direct-report Analysts, Architects, and

Developers engaged to as many as 15 simultaneous Engagements for Fortune

1500 clients. Responsible for overall Project Management and seamless

integration of onsite, offsite, offshore and virtual staffing model with

full service delivery, client satisfaction, and P&L responsibility.

. Project managed multiple successful upgrade, development, and

integration projects including Siebel 6.x, 7.x, 8.x, Oracle OBIEE, .Net,

HTML/XHTML, CSS, Javascript, Flash & Data Warehousing.

. Built Enterprise Production Support/Managed Services operations

including 24x7 redundancy, escalation path, and dashboard performance

metrics. Comprehensive offsite-centric offerings and methodologies

eventually leveraged across the enterprise.

. Negotiated service contracts (SLAs) with clients and managed

relationships including SLA bound service metrics and issue escalation

paths.

. Collaborated with Human Resources to implement improvements to the

Talent Management process including a formal Career Path, Individual

Development Plans, Skill Assessment Inventories, Stack Ranking and 360

Degree Feedback.

. Reengineered New Employee Training to include critical advanced topics,

consulting soft skills, and project methodology training within existing

timeline. Revised strategy and curriculum resulted in the immediate

billable engagement of new Developers and Consultants.

DHS, INC. ( Sioux Falls, South Dakota ( 2004-2007

Regional technology consulting startup specializing in business security,

surveillance, networking, communications, and access control.

General Manager/ Principal

Partnered with former Gateway senior leadership for technology startup.

Created the strategic business plan, designing/marketing the brand,

managing operational logistics, and developing price strategies and product

mixes. Hire/manage all employees and oversee installation and service

crews.

. Created/implemented sales and marketing strategy by developing a

corporate brand, coordinating print advertising, generating sales

literature and designing a web presence.

. Project managed multiple successful commercial and residential security,

access control, and media installations.

. Received accolades from various consumer and trade organizations,

published in magazine/newspaper articles and covered in a trade-journal

articles.

GATEWAY, INC. ( North Sioux City and Sioux Falls, South Dakota ( 1994-2003

Fortune 500 computer manufacturer with international operations generating

$3 to $6 billion in revenue at time of employment.

Senior Manager, People Development (2002-2003)

Managed corporate training for domestic and international technical

support, including outsourced call centers. Partnered with various

departments to determine training needs, developed courses/ materials and

ensured superior content delivery.

. Championed a shift in training focus from hard skills to critical soft

skills such as customer service and analytical problem solving.

. Initiated and project managed complete redesign of new-employee training

module and deployed new program, reducing new-hire training time by 2

weeks.

. Implemented request from senior management to retrain all existing

agents using new program, increasing enterprise customer service survey

scores 20%, decreasing "no defect found" metric of replaced products 10%

and lowering average talk time of calls by 2 minutes.

Senior Manager, Siebel Business Lead (2001-2002)

Project managed global Siebel 7.0 deployment, representing business to IT

during the strategy and design process. Developed the deployment strategy

and coordinated subsequent communication and training.

. Led deployment of Siebel 7.0 CRM software to more than 4,000 users

across internal and outsourced contact centers, retail service centers

and remote independent resellers, implementing what was at the time the

largest Siebel deployment.

. Created the Deployment Help Desk to service enterprise users, achieving

an average answer time of less than 30 seconds and a 100% service level

24 hours a day.

. Project managed design and delivery of Siebel training to more than

4,000 users using subject matter experts and instructional design

experts.

Contact Center Manager (1999-2001)

Directed Help Desk Call Center, ensuring prompt and accurate service from

personnel. Supervised 10 manager-level direct reports and more than 200

technicians/agents and 5-10 supporting staff.

. Designed and project managed an HTML-based call center reporting and

communication solution to broadcast real-time and historical data to all

workstations, reducing number of proprietary licenses for software.

. Cross-trained all agents on revenue generating opportunities such as

selling warranty extensions and add-on products, becoming the leading

revenue generator worldwide.

. Implemented corporate initiative to have all senior technicians/agents

Microsoft Certified within 90 days, becoming the first site to achieve

100% certification before deadline and under budget.

PREVIOUS EXPERIENCE

Manager, Technical Support - Gateway, Inc. Sioux Falls, SD

Senior Technical Support Technician - Gateway 2000, Inc. Sioux Falls, SD

Technical Support Technician - Gateway 2000, Inc. North Sioux City, SD

Customer Service Representative - Gateway 2000, Inc. North Sioux City, SD

EDUCATION

Master of Science in Administrative Studies (In Progress)

University of South Dakota ( Vermillion, South Dakota

Bachelor of Arts

University of South Dakota ( Vermillion, South Dakota

TRAINING/AFFILIATIONS

Six Sigma Green Belt ( Gateway, Inc.

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