Customer Service Sales

Robert MacKay

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

Address: **** *** * **** *****

City: Dallas

State: TX

Zip: 75214

Country: USA

Phone: 214-***-****

Skill Level: Senior

Salary Range: $150,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

ROBERT MACKAY

MAXIMIZING BUSINESS POTENTIAL THROUGH LEADERSHIP, INNOVATION, & TECHNOLOGY

214-***-**** *********@********.***

Visionary Business & Technology Executive who can think outside the box to grow or rebuild market share, improve products/services, and drive performance through innovation, leadership, and a focused passion for excellence. An eye for improving business processes and employing automation effectively has led to productivity and capacity gains. Excellent interpersonal skills have brought unity and direction to disparate and multi-cultural teams. Being equally adept at project management, improving sales, business development, and vendor relations has led to market dominance and new product/service lines. Being fully bi-lingual English/Spanish provides an added edge in the ever-increasing Latino marketplace.

Regarded for maximizing value and performance through...

* Strategic use of Resources - Established PRSoft as the market leader through strategic use of marketing, reorganizing/retraining internal resources, and reducing operating costs.

* Continuous Evaluation - Designed changes in PRSoft`s Customer Service and Support teams to implement and continuously refine a Tier1/Tier2 support paradigm including scripting for agents - reducing support case response time by 77%.

* A Passion for Excellence - Revamped the QC group into a QA group by implementing new procedures, training, and effective use of existing issue tracking and testing platforms thus improving product quality, evidenced by a 50% drop in customer reported defects.

* Innovation - Proposed, architected, and implemented a service ordering platform module with built-in real-time, nationwide, bonding with AT&T and Verizon, bringing the order to completion cycle for our customers from upwards of 30 days to just 5 minutes.

* Use of Technology - Moved tax e-filing to a cloud based solution, which successfully scaled and processed over 50% of all returns e-filed in Puerto Rico in its 1st season of use.

* Team Building - Assembled a team (devs, DBAs, QA Engrs, BAs, & Cust Reps) to build an enterprise Telecom Billing & CRM online service which has earned industry recognition.

Microsoft Case Study: http://www.riverrocksystems.com/MicrosoftCustomerEvidence_RiverRock.pdf

B/OSS Awards: http://www.riverrocksystems.com/PDFs/20100609 - RR RunnerUp 2010 BOSS Awards.pdf

Integrating Technology with Business Expertise to Fuel Success

Strategic Planning & Budgeting

Vendor/Partner Relationships & Negotiations

Sales and Marketing

Business Process Automation & Innovation

Program and Project Management

Product Development & Improvement

Cost Control & Risk Mitigation

Leadership & Mentoring

SaaS and Cloud Computing

Enterprise Applications & Integration

Software Architecture & Agile Development

Database Design & Data Mining

A Proven Track Record of Success

Manage My Nest - Dallas, TX and San Juan, PR - Startup providing cloud based SaaS platform for management of condos.

Co-Founder 2012-present

Helping this startup with business plan creation, entry into an international entrepreneur competition (in which the startup earned 2nd place out of almost 300 entries), incorporation, hiring, launch, and system, operations, and database design.

PRSoft, Inc. - San Juan, Puerto Rico - Market leader in tax software for Puerto Rico.

Executive Vice President 2010-2012

Brought in to re-establish market leadership, raise morale, identify missing talents, re-organize the existing team, improve legacy software quality, and lay the foundation for a next-generation platform of products and services.

* In just 12 months, halted a 2 year trend of falling unit sales through well planned marketing campaigns including customer feedback round tables, conventions, event sponsorships, radio, print, telephone, email, and web.

* Negotiated a 5 year exclusive contract with H&R Block, worth over $500k in revenues. Subsequently negotiated an exclusive contract with a government program to promote the accounting practice in PR, worth over $150k per year.

* Eliminated piracy of the company's products, estimated to be upwards of 25% of sales, by architecting and implementing an online based license key system.

* Through strategic customer communications, was able to increase customer adoption of web based support by 277%, improving satisfaction & reducing telephone support.

* Dropped customer reported defects by 50% by retooling the QA group through the implementation of testing matrices, release procedures, training, and more effective use of existing issue tracking and testing software.

* Integrated SalesForce.com with our SQL Server to allow internal Dashboards to reflect real-time data from SalesForce and reduced email blast campaigns from typically 7 days to just 20 minutes.

* Moved tax e-filing from the company`s client based apps, to a cloud based solution, which successfully scaled and processed over 50% of all e-filed returns received by the government of Puerto Rico in its first season of use.

RiverRock Systems, Ltd. - Dallas, Texas - Enterprise Telecom Billing & CRM Solution 2001-2010

VP Product Development & Operations 2006-2010

VP Product Development 2003-2006

Sr. Architect/Consultant 2001-2003

Hired initially as a consultant to help design and architect an enterprise level telecom billing & CRM solution, using a Software as a Service model. Increases in scope and successful execution, led to multiple promotions leading to complete responsibility for Product Development & Operations.

* Searched for and hired a team (devs, DBAs, QA Engrs, BAs, Tech Writers, & Cust Reps) to build an enterprise Billing & CRM online service which has earned industry recognition.

* Brought service to a better than 99.9% uptime by establishing real-time systems and data monitoring. Data monitoring looked for unusual trends to spot potential problems early.

* Designed and implemented a service ordering module with built-in, real-time, nationwide, bonding with AT&T and Verizon, bringing the order to completion cycle for our clients from upwards of 30 days, down to just 5 minutes.

* Worked with clients to drive and develop a rules-based automated Collections/Customer Treatment module with the ability to detect the need for & process up to 25k outbound customer emails, IVR calls, printed letters, or service changes per hour. This allowed one client in particular to reduce their collections headcount from 10 employees to just 2.

MicroWINGS, Inc. - Dallas, Texas - International Association serving the Flight Simulation Market

President, Founder 1993-2001

Founded this internationally recognized pioneer in the promotion of Flight Simulation to improve pilot skills, airport familiarity, aircraft behavior, training, & education. Member and market services included publishing a full color printed journal and hosting of international conventions.

* In the 1st two years of operations, marketed to and brought on as clients the likes of Microsoft, FAA, Flight Safety, AOPA, the US Navy, SimuFlite, and other industry leaders.

* Pushed the adoption and use of an internally designed and deployed dynamic, data-driven website serving flight simulation users, vendors, the FAA, and related media - growing it to serve an average of 15,000 visitors per day with the first year of operation.

* Worked with ABC`s 20/20 TV news program to recreate aviation accidents used in the show.

E-Systems, Garland Division - Dallas, Texas - Defense Industry High-Tech Electronics Manufacturer

Financial Systems Manager 1992-1995

Hired to simplify and automate where possible, an intensively manual and detailed, annual 5-year budgeting process.

* Resulting client/server solution reduced the time required to solicit, obtain, process, and review data from over 60 days to just under 3 weeks.

* Expanded project to include analysis of forecasted budgets to compute overhead and labor rates by grade for use in local and international government contract proposals.

Texas Instruments, DSEG - Dallas, Texas - Defense Industry High-Tech Electronics Manufacturer

Senior Analyst 1988-1992

Hired to help the contracts department streamline future proposal efforts.

* Introduced proposal templates based on project analysis models for overhead, G&A, cost of money factors, and effort based standards. The templates reduced typical proposal preparation time from 3 weeks to 1 week while improving consistency across all proposals.

LTV Aerospace & Defense - Dallas, Texas - Commercial & Defense Aerospace Manufacturer

Cost Analyst/Business Planner 1983-1988

Hired to assist in the Costs Analysis and planning functions.

* Developed a Cost Analysis Model which resulted in a 50% reduction of analysis time required. Quickly adopted by all departments to help find ways to reduce cost and reduce the monthly performance reporting efforts.

Unique Business AND Engineering Education

MBA - Business Management, University of Dallas - Cum Laude, Phi Beta Kappa

* Capstone Project team leader - led team to prepare a 5 yr Strategic Business Plan for Associated Air Center at Love Field, Dallas, TX. Reported directly to the president of AAC.

* Marketing Project team leader - led team to prepare a product viability Market Research study for Texas Instruments` CNC Laser Calibration Tool. Reported directly to the president of TI.

BS - Engineering Management / Operations Research, Southern Methodist University

Emphasis in Software Development and computer based Simulation/Operations Optimization

Actively Involved Outside the Office

Sustaining Member, Rotary International

Member, Board of Directors, WMS Corporation

President, Board of Directors, Condominium 76 Kings Court

Member, Board of Directors, Condominium Laguna Terrace

Well Rounded Personal Interests

Golf, Technology, Scuba Diving, Boating, College Football, Hockey, Travel

LinkedIn Profile: http://www.linkedin.com/in/robertmackay

(Recommendations from colleagues, direct reports, and partners available via LinkedIn profile)

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