Manager Customer Service
Resume:
Confidential User
Email: ********@*********.***
Address:
City: Plano
State: TX
Zip: 75025
Country: USA
Phone: 951-***-****
Skill Level: Any
Salary Range:
Primary Skills/Experience:
Director Operations, Regional Account Manager, Account Manager, Regional Service Delivery Manager, Director Program Management,
Educational Background:
Job History / Details:
THOMAS READ
2032 USA Drive * Plano, Texas 75025 * 951-***-**** *
DIRECTOR/REGIONAL ACCOUNT MANAGER
Customer-focused account strategist in global technology enterprise with more than 20 years of experience in capturing high-value accounts, optimizing client relationships, and realizing exceptional profits. Functional in Spanish language. Available for relocation.
* Developed, implemented and supported the Program Office for the delivery of compute services for the Navy Marine Corps Intranet (NMCI) contract. NMCI is the largest private computer network with 707,000 Sailors, Marines and civilians in 620 locations in the US and Japan.
* Manager, Global Operations Program Office (2002-2003): Achieved outstanding performance through establishment of EDS first Global Program Office linking all EDS Account Offices both nationally and internationally with the EDS Corporate Headquarters in Plano, Texas. Goal was to eliminate $1B of operating expense from EDS' bottom line. This operation utilized 25 global Project Managers and 300 global staff.
* Exceeded expense reduction plan to $1.2B.
* Attained personal and team recognition for the first multinational Program Office in EDS' history.
* Orchestrated 40 additional transformation-related initiatives for follow-on multiyear project
* Excel in business development, operations planning and direction, process improvement, program and project guidance, fiscal oversight, and customer satisfaction.
* Promote technical products and services to global public and private sector organizations.
* Specialize in management of IT and networks with focus on delivery of Internet, Intranet, and e-mail services.
* Provide product development, prospecting, presentations, pricing, contract administration, deal closing, and account, channel, and distribution management.
* Ensure outstanding revenue in challenging international markets.
* Establish and expand trust-based, high-value business relationships.
* Focus teams to provision of world-class customer service, and achieve timely and cost-efficient deliveries of concurrent projects.
* Maximize opportunities to improve personal and team performance.
Global & Regional Leadership * Strategic Planning * Business Modeling & Re-engineering * Business Partnering
Market & Account Expansions * World-Class Customer Service * Technical & Creative Initiatives
Revenue Generation & Savings * Budget Control * Analysis * Risk & Change Management
Goal Setting * Performance Management * Outsourcing * Benchmarking * Client Acquisition & Retention
Communications * Presentations * Conflict Management * Contingency Planning * Decision Making * Problem Solving
PROFESSIONAL EXPERIENCE
HEWLETT PACKARD, San Diego, California * 2008-Present
Leading global provider of technology products and services.
Director & Account Manager, U.S. Marine Corps Commands, Western U.S. & Hawaii: Demonstrate exceptional leadership through expeditious delivery of Internet, Intranet, and e-mail services to more than 35,000 U.S. Marines and civilians. Supervise 8 direct reports and oversee 65 secondary reports for achievement of annual revenue in excess of $115M. Oversee USMC Account Customer Satisfaction Program. Focus on transformation of business requirements to customized technical solutions, meeting and exceeding service-level agreements, revenue expansions, relationship management, and continuous improvement.
* Exceeded revenue target by $2M, and generated additional $6M in revenue for 2012.
* Improved customer service rating from "generally meets" to "consistently delivers" excellent service.
* Attained regional recognition from U.S. Marine Corps Commanding Generals and General Officers for outstanding support.
EDS CORPORATION, Various Locations * 2004-2007
Global provider of IT equipment and services.
Director & Regional Manager, U.S. Marine Corps Commands Okinawa, Japan (2005-2007): Exceeded expectations through delivery of e-mail, Internet, and Intranet services to more than 15,000 U.S. Marines and civilians, management of 4 direct reports and oversight of 30 secondary reports, and achievement of annual revenue in excess of $70M.
Transformed business requirements to customized technical solutions, and ensured achievement of service-level agreements, account targets, and customer satisfaction. Transitioned from legacy to NMCI environment while delivering outstanding service from 2005-2006.
* Generated new revenue of $5M through delivery of e-mail, Internet, and Intranet services with global remote capability to U.S. Marines.
* Earned citation commendation from Air Wing Commanding General of III Marine Expeditionary Force for developing 'NMCI in a Box' for forward deployed Marines.
* Developed, implemented and supported the Program Office for the delivery of compute services (new user computers, applications, refresh computers, and product maintenance) related to the (NMCI) contract. NMCI is the largest private computer network with 707,000 Sailors, Marines and civilians in 620 locations in the US and Japan.
* Consolidated ~500 networks, 1,500 applications and eliminated or migrated additional appplications to Commercial off the shelf applications.
* Refreshed 600 Legacy servers and comm equipment.
Managing Director & President, EDS Korea (2001-2002): Ensured optimal business development while providing subject matter experts and services to joint venture partner Lucky Goldstar (LG) Korea while supervising staff of more than 25 expats. Recruited local Comptroller, and facilitated the first major outsourcing contract in Korean.
* Oversaw team with English as second language.
* Met financial targets of joint venture.
Additional positions with EDS Corporation include Y2K Project Manager, Asia Pacific; Senior Manager, Special Projects, Computer Associates Lawsuit; Division Manager, EDS Corporate Products; IMC Division Manager, Operating Services; and Hardware Support Proposal Development & Data Center Manager, GM C-P-C Data Center.
CERTIFICATION
Crosby Quality Training Instructor
PROFESSIONAL TRAINING
Executive Leadership Development * Executive Assessment & Development * Leadership Development
Workplace Harassment for Individuals & Leaders * Insider Trading * Ethics Training * Conflicts of Interest
U.S. Department of Defense Cyber Security & Information Assurance Awareness * Security
TECHNICAL SKILLS
Microsoft Office * IBM Mainframe MVS OS * WIN7
MAC OS X Lion * Seibel * SAP
PROFESSIONAL MEMBERSHIP
Armed Forces Communications & Electronics Association
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