Manager Customer Service

Dennis Schall

**** *. ****** **. 720-***-****

Louisville, Colorado 80027 *****.******@*****.***

Learning Services Executive

Accomplished Fortune 100 executive and award-winning global Learning Services team

leader, with enthusiasm for meeting goals and accomplishing objectives. A high integrity

leader, accustomed to a fast-paced environment with a well established track record of

revenue growth, cost reduction and operational P&L performance.

Expert level skills in:

eLearning Services Revenue Growth Profit Margin Growth

Business Strategy Strategies Strategies

Channel Recruitment & Global Sales Leadership Learning Services

Enablement – Direct / Channel / Web Marketing: B2B & B2C

Demonstrated ability to:

Establish business strategies for a Fortune 100 company - global learning services

Provide leadership for $200M global learning services sales

Grow market share and brand by providing senior leadership for B2B and B2C

marketing programs for learning services programs

Manages the effective development and implementation of back-end services

necessary to support sales and deliver of 5.2M student hours of delivery / yr.

Professional Experience

Chief Learning Officer – Mile High Research, LLC

March 2009 – Present

Consulting services provider for corporate learning and development and for-profit higher

education teams.

Senior Director, Sun Learning Services (Sun Microsystems)

October 2006 – March 2009

Achieved turn around financial performance and global recognition of a learning services

team, products and consulting services. Responsible for the strategic global direction of Sun

Customer & Community Learning Services programs, including P&L accountability for a

$200M business, product marketing, portfolio management, sales, and global delivery.

Delivered a profound increase in Revenue, Profit and Brand Adoption

Awarded 2008 CLO magazine “Learning in Practice Award - Best Learning Team”

Attracted the industries best / world class channel partnerships

Optimized channel performance – Americas, Europe, Asia, Emerging Markets

Achieved industry recognition - “Sun Java credential is one of the most valuable

credentials that a programmer or developer can have.” - Certification Magazine

Dennis Schall *****.******@*****.*** Page 1 of 4

Director, Customer Network Services Operations (Sun Microsystems)

May 2004 – October 2006

Accelerated operational performance of a 650 person global software development

department and several strategic software development partners (India, Russia, Israel).

Effective sound practical management style centered on performance to plan through

operational leadership and clearly established key performance indicators delivered optimal

product time to market within a planned $100M annual budget .

Director, Sun Education (Sun Microsystems)

May 2002 – May 2004

Architected a new education delivery model for Sun's global education business. Successfully

negotiated a BPO relationship with Accenture Consulting involving the outsourcing of $150M

in educational revenue, 200 employees in 32 global locations (Americas, EMEA, APAC).

Business Manager, Sun Education (Sun Microsystems)

May 1996 – May 2002

Transformed a historically low gross margin direct education delivery model to an agile

channel-centric model with above industry gross margin returns. Established authorized

reseller and training delivery relationships with commercial and academic learning institutions

in North America. Then drove the global implementation to over 200 locations in 35 countries.

Structural Dynamics Research Corporation (Acquired by EDS)

Program Manager - SDRC Ford Technology Center Aug. 1995 - May 1996

A nine month assignment as elite-account program manager responsible for startup joint

venture with Ford Motor Company to provide state-of-the-art technical training for Ford

Engineering, Scientific and Research staff. Noted for sound practical management style and

relationship building, I staffed and directed over 75 positions including a technical help desk,

software implementation consulting services and training content development & delivery.

Computervision Corporation, Inc. Sept. 1987 - Aug. 1995

Professional Services Manager – at Ford Motor Co., Dearborn, MI .

Provided on site professional services management of technical training programs for Ford

Motor Company - engineering, scientific, research departments and its global supplier base.

Repositioned a customer failing organization to an award winning customer service team by

enacting a new governance model, instituting service level agreements, aligning and growing

talent.

Tenneco Automotive - Monroe Auto Equipment Division 1975 - 1987

Starting as a college intern within the research and engineering team as an experimental

welder, I held positions of increasing responsibility - Product Engineer, Drafting Department

Supervisor and Engineering Systems Manager. This company set me on a path of results-

proven, growth-oriented, globally focused leader. From welding 100 % of the suspension

systems for the 1976 Indianapolis 500 race to the selection, justification and global

implementation of the companies first computer aided design and manufacturing software.

Monroe County Community College, Monroe, MI.

Adjunct Instructor - Technology & Business Divisions 1981 – 1998

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Education

Bachelor of Science Degree - Mechanical Engineering Technology. University of Toledo,

Toledo, Ohio

Recent Industry Awards

CLO magazine - Learning in Practice Award - Best Learning Team

ASTD - BEST award for Sun's overall learning program

Brandon Hall Excellence in Learning Award - Best Learning Team

Brandon Hall Excellence in Learning Award - Best Use of Mobile Learning

Brandon Hall Excellence in Learning Award - Best Innovation in Learning

Technology

Outside Activities

Member American Society of Training and Development (ASTD)

FAA Licensed pilot

Experimental Aircraft Association member . I built and flew my own aircraft.

My Values

Courage – I believe that leadership requires courage.

Fundamentally, I believe great leaders have the courage and expertise to be decisive, about

fueling success and admitting failure, to offer and accept direct feedback, and to develop

strong teams.

Integrity – I am committed to conducting business according to the highest ethical

standards.

I am transparent and honest in all dealings with all the communities I serve, from customers

and investors, to employees and partners. I take responsibility for my actions, and my impact

on the planet – both positive and negative. I own up to my mistakes, and I learn from them.

Innovation – I believe innovation is the core of what defines and differentiates myself.

I believe innovation in products, services, market approach and business model, will continue

to change the future of science, education, business and society. I believe that bright ideas

and leaders will guide businesses, and the marketplace, to a better and more valuable future.

Collaboration – I believe the most valuable innovations for businesses will be the

result of deep collaboration.

I believe our ability to collaborate with partners, policy makers and businesses I serve every

day, represents unique value and opportunity.

Pace – I believe time can be our best competitive weapon.

From product delivery to customer service, order processing to talent recruitment, I must

always act with a sense of competitive urgency – the speed with which I respond defines

success as much as any other variable. I must operate with a sustainable level of passion,

focus, and execution, and take full advantage of the opportunities before me.

References – Available upon request

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Core Competencies – Key Words

Learning Services . Educational Services . Leadership . CLO . Chief Learning Officer .

Director, Manager . VP . Team Building . Team Leadership . Learning & Development . L&D .

Consensus builder . Collaborative instinct . Energy . Attention to detail . Highest integrity .

Integrity . Courage . Innovation . Motivational management abilities . Leadership Development

. Executive Presentations . C-Level . Financial Management . Financial Restructuring .

Operations . P&L . Budgets . Sales . Delivery . learning . Instructor-Led . eLearning . Seminar

. Webinar . Job Aids . Coaching . Mentoring . Curriculum Development . Curriculum Design .

Needs Analysis . Instructional Media . Adult Learning . Lifelong Learning . adult learning

theories .competency based learning strategies . learning management systems . LMS .

learning and Development . Consensus Building . engineering . technical training . project

management . program management . Microsoft Office . Microsoft Excel . Microsoft Word .

Microsoft PowerPoint . Microsoft Project . Microsoft Office Specialist . MOS . Word . Project .

Office . Excel . PowerPoint . Java . Sun Certified Java Developer . Licensed Private Pilot .

Internet . ASTD .

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