Customer Service Manager

Mark A Honer

Email: ********@********-*****.***

Address:

City: Mountain View

State: CA

Zip: 94040

Country: USA

Phone: 650-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Accomplished Executive with demonstrated ability to deliver mission-critical results and exceptional customer experience. Broad industry experience includes technical support, customer service, data center operations, software development, and CRM design and operations. Innovative and creative problem solver with visionary strategic planning and business development track record. Comfortable working in fast-paced and deadline-critical environments and communicating to all levels of the organization.

Educational Background:

High School Dipolma from California State University, Hayward CA 1/2001 to 1/1996 (Business, Computers - Telecommunications)

Job History / Details:

Executive Profile

Accomplished Executive with demonstrated ability to deliver mission-critical results and exceptional customer experience. Broad industry experience includes technical support, customer service, data center operations, software development, and CRM design and operations. Innovative and creative problem solver with visionary strategic planning and business development track record. Comfortable working in fast-paced and deadline-critical environments and communicating to all levels of the organization.

Skill Highlights

Leadership/communication skills

New product introduction

Meticulous attention to detail

Process improvement specialist

Business Continuity and Disaster Recovery

Adherence to high customer service standards

ERP system knowledge

Vast technical knowledge

Skilled in call center operations

Customer Relationship Management Software (CRM)

Core Accomplishments

Core Accomplishments:

Managed $10M budget for 17 labs globally

Developed internal equipment recycling program with $10M in total savings and $5M annual run rate.

Co-Designed DC power management product with Server Tech

Co-Designed new lab storage products with Bliss Industries

Developed Juniper Network's award winning Customer Support Center web portal

Developed Juniper's internal On-line Video Library

Managed Juniper IOS 2 JUNOS config translation tool development

Professional Experience

March 2008 to Current

Juniper Networks Sunnyvale, CA

Senior Manager, Customer Service Labs

Accountable for all aspects of customer service lab operations including budgeting, procurement, design, and operations for 17 labs globally.

Defined strategy and business plan for lab consolidation and virtualization.

Managed planning and purchasing of $10M annual lab budget

Transformed CS labs into the Gold Standard of labs within the company.

Improved lab customer satisfaction scores for three years running.

Negotiated purchase contracts and master pricing agreements with key lab vendors.

December 2005 to December 2007

Xsigo Systems San Jose, CA

Manager, Customer Support

Managed all aspects of customer service and support, telecommunications and IT Networking.

Built customer demo environment, oversaw product demos.

Developed and operated customer service website, CRM and call management systems.

Scheduled and supervised on-call rotation for after hours support.

December 1999 to April 2006

Juniper Networks, Inc Sunnyvale, CA

Manager, Global Support Infrastructure and CRM

Designed and built award winning customer service and support web portal, CRM, KB and other call center and technical support tools.

Managed infrastructure and internal support tools for Technical Support, Customer Care and five outsource service providers.

Managed development of I2J, a Cisco IOS to JUNOS configuration translation tool.

Developed and managed Media Services team and On-line Video Library. Provided recorded and live streaming video for engineering and technical training and company meetings.

Developed and managed professional service project tracking system.

Developed and managed New Product Introduction tracking system.

November 1995 to December 1998

Ascend Communications Alameda, CA

Manager, Technical Support

Managed all aspects of support delivery including recruiting, training, scheduling, and coaching employees.

Developed requirements and assisted in selection and implementation of CRM, Call routing and KB solutions.

Improved operational efficiency through training development, knowledge base content and customer configuration guides.

Initiated and developed customer service intranet website.

Created support tech-notes and white papers for configuration and troubleshooting.

Education

1996 California State University Hayward, CA

B.S Business, Computers - Telecommunications

Additional Information

Eagle Scout Boy Scouts of America

Excellence in Innovation Ascend Communications, Inc.

CSAT Award - Outstanding Individual Contribution Juniper Networks, Inc.

E-Staff Excellence STAR Award Juniper Networks, Inc.

Ham Radio Operator Mountain View ARES/RACES team Member

Community Emergency Response Team (CERT) Mountain Appletree Area CERT Team Coordinator

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