Customer Service Manager

Location:

Plano, TX

Posted:

October 18, 2012

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Resume:

Wizard Creek Consulting

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Les Bain - Resume

Summary

More than 30 years of IT experience, including 20 years of management experience.

Strong leadership, communication, presentation and training skills.

Managed projects and project offices.

Developed and implemented IT systems and applications on a wide range of platforms.

Professional Experience

Wizard Creek Consulting : 2000-present

Spearheaded the US start-up of an e-Commerce consulting business.

Set up Technical infrastructures for service organizations.

Consulted on Personal Information Management

Designed, built, promoted and maintained web sites.

Provided technical and call center training.

Consulted on Internet and New Media technologies.

EDS, Plano, Texas

Account Operations Executive for Major Communications Client : 1999

Managed a team of 400 EDS employees that provided benefits administration to the 200,000

employees of the client, including applications, data center, and call desk.

Assumed control over an account in trouble, turned around a dispirited employee team, and

increased the employee morale based on EDS Employee Satisfaction Index.

Establish a Project Management Office with 12 project managers, project planners, and

project consultants to get control of all the different projects.

Account Operations Executive for Food Retail Client : 1997-1999

Managed a team of 150 EDS employees which provided full outsourced Information Technology

services to the client, including data center, applications, wireless WAN, and help desk.

Took over an account that had lost 40% of its personnel the previous year, rebuilt the

team, reduced turnover to 15%, and dramatically increased employee morale based on EDS

Employee Satisfaction Index.

Met or exceeded revenue and profit targets.

Renegotiated the contract to expand business and revenue

Provided excellent customer service and received a 6 out of a possible 7 on the EDS

Customer Service Index for this client.

Created the vision and plan for this account and then taught the planning techniques used

at the EDS Leadership Training Program.

Communicated with the client by conducting regular briefings for the executives, and by

creating end-of-year summary documents detailing all accomplishments for the year.

Created CRM system for the client with shopping cards, tailored marketing, and data

warehouse analysis to increase customer loyalty.

Account Manager for Food Manufacturing Client : 1994-1996

Managed a team of 100 EDS employees that provided outsourced Information Technology

services to the client, including data center, network, desktop, help desk, and

applications.

Helped grow revenue from $10M to $45M in 18 months for a new division by leading this

flagship account, creating a referenceable client, providing pre-sales and post-sales

support, and by training and providing leaders for new accounts.

Met or exceeded revenue and profit targets on the flagship account.

Established the most referenced client out of 8000 EDS clients.

Created Continuous Replenishment Process, which allowed the client's customers to reduce

inventory by 50% and reduce stock outs from 3% to less than 1%.

Dramatically decreased response time by implementing a Frame Relay Network.

Enabled the client to close remote sales offices and improve productivity by implementing

a Sales Office Automation System.

Created Internet Promotion Planning and Tracking system, which allowed the client to

reduce Promotion spending by more effectively using every promotion dollar.

Developed the account personnel and provided opportunities for advancement on other

accounts for the account leaders.

Manager, Database and Technology for Food Client : 1992-1994

Created comprehensive technology strategy that matched the business plan, and implemented

Frame Relay network, Mainframe and Unix databases, CASE, and desktop tools.

Provided 24/7 database support, data warehouse, and Enterprise Application Integration.

Del Monte Foods, San Francisco, CA

Manager, Database and Technology : 1986-1992

Managed the Database Team, with responsibility for Database, Data Warehouse, CASE

Administration, and General Technology Direction.

Wrote and implemented software and processes to streamline the Supra Database

administration.

Implemented the Del Monte Data Warehouse, which enabled the business people to write

queries against the Del Monte data, allowing quicker access to data and freeing up IT

resources.

Installed DB2 and implemented the first production system.

Les Bain Consulting, Inc., Philadelphia, PA

Consultant and CEO : 1977-1986

Started and ran a successful consulting business. Consulted with mostly Fortune 500

companies in project management, structured methodologies, applications systems

development, and database administration.

Marketed and sold new engagements and grew the business each year.

Created a steady steam of repeat business by providing excellent customer service.

Resolved a major customer issue for a database software company by resolving problems,

writing utilities, and providing service to their customer.

Prepared and presented training program for a manufacturing company on project

methodology and structured techniques in order to make their new employees more

productive.

Education and Training

B.A., Texas Lutheran College, Sequin, Texas, summa cum laude

Graduate Studies, Southwest Texas State University

Leadership Training Program, EDS

Technical Courses in the areas of Network, Database, Internet technologies, and Desktop

Wizard Creek

Les Bain

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