Customer Service Management
Resume:
David Mericle
Email: *********@********.***
Address: **** ******* ***** **
City: Austin
State: TX
Zip: 78610
Country: USA
Phone: 512-***-****
Skill Level: Director
Salary Range: $90,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
David Shane Mericle
1006 Elliott Ranch Road, Buda, Texas, 78610
*********@********.***
Objective:
Senior Product Management role with a small to mid-size company in a rapidly evolving market.
Summary of qualifications:
Resourceful, team-oriented professional commanding nearly two decades of senior-level product management and operations experience. Responsible for delivery of products and services with accumulated values in excess of $40M in B2B and B2C markets.
Management expertise includes 15 years of successful delivery of more than 25 software and technology and service products from ideation to customer delivery.
Entrepreneurial experience includes founding Austin Shred, guiding company from initial creation to more than $1M in annual revenue in under four years with more than 3,000 customers; and co-founding Incenergy, guiding company from initial creation to more than $2.5M in revenue in under 2 years with over 300 successful implementations.
Overview of Expertise:
product management, business development, business management, customer service, project management, program coordination, process evaluation, risk mitigation, strategic planning, organization/logistics, budgeting & accounting, plan implementation, research and design, purchasing, negotiations, administration, production management, writing & editing, client relations, problem solving
Supplementary Experience:
Team leadership, team coaching, recruiting, hiring, employee relations, communications, teaching & training, scheduling, conflict resolution
Education:
Bachelor of Science, Computer Science, Southwest Texas State University, San Marcos, 1995
Information Technology Aptitude:
- Highly Proficient with MS Windows and applications
- Proficient with UNIX and applications
- Experience programming in multiple languages
Technical Experience:
- Lean Development Principals
- Agile Development Methodology
- ITIL/ITSM Foundation
- Energy Management Systems
- Machine to Machine (M2M) Communications
- Cloud services (SaaS, SaaP, SaaI)
- Hydraulic systems
- HVAC systems
Professional profile:
Product Management: 15 years of various roles in technology and service product development. Including development of SaaS platform products, hardware technology products and customer service (SLA focused) product offerings.
Interpersonal Communications: Strong interpersonal communications are fundamental to all aspects of product management. A proven history of building strong relationships, particularly maintaining strong relationships with team members, customers and vendors.
Problem Solving: Lifelong problem-solver who enjoys understanding how things work, whether it's a challenge in information technology or an electrical/mechanical system. Analyze how systems work to quickly understand where processes are broken/inefficient and respond by implementing cost-effective solutions.
Lean/Customer Perspective: Staunch believer in providing exemplary customer service as a fundamental building block in any sustainable strategy. Constantly assess products from a "Voice of the Customer" perspective, interviewing, interacting with and observing customers to understand how they would most benefit from a product. 20 years of customer interaction expertise.
Professional Experience:
Chief Operating Officer, Incenergy, LLC (Austin, TX), 2010-2012
Responsible for all aspects of energy management software and hardware company, including formation of the company and initiation of product creation. Management of design and architecture of SaaS products. Seeking out and vetting first customers, vendor partners and managing all team members.
Product Manager responsible for delivery all products using Lean principals and Agile development methodology. Facilitated software team's adjustment to rapidly changing market requirements, allowing for low cost adjustments throughout the product lifecycle.
Guided organizational growth including the creation and building of the Product Management team, Product Development team and Product Quality team.
Defined and oversaw development of SaaS platform and products using AWS, resulting in significant infrastructure cost reductions and increased system reliability.
Initiated customer outreach program to define product requirements by finding and measuring customer pain points and creating innovative solutions.
Responsible for transitioning the company to a customer driven (Voice of the Customer) "Lean" development strategy, streamlining expenses and reducing development time.
Worked with executives to identify specific market sectors as well as marketing and sales strategies focused on penetrating identified segments through traditional and web based formats.
Developed and executed processes to deliver nationwide first of it's kind energy monitoring program. Directly responsible for developing, implementing and revising comprehensive growth strategy that resulted in expansion to over 300 facilities nationwide.
Responsible for building, nurturing and maintaining vendor partner relationships. Sought and reviewed Machine to Machine hardware components and partner companies as integration targets.
Consultant, Stile Group (Austin, TX), 2012 - Present
Assisting investors in understanding potential investment companies. Reviewing target technologies, operations, competitors and market strategy.
Assisting local startup companies with operations strategy, management and execution.
Vice President of Operations, Balcones Resources (Austin, TX), 2008-2010
Oversaw seamless acquisition of Austin Shred's operations, the startup of offsite plant operations.
Guided growth in excess of 35 percent annually during transition.
Created innovative products to increase marketshare, including service product to recycle and destroy x-ray materials, creating an annual revenue stream with no additional cost to the company.
Created and managed consortium of companies to facilitate statewide bidding of regional projects.
Founder/Owner, Austin Shred (Austin, TX), 2004-2007
Used personal savings and organic growth strategy to guide annual gross revenue from $0 to more than $1 million annually in four years with a client base of 3,000 customers.
Oversaw all aspects of the business, from service products creation, sales and marketing to team performance and customer service. Recruited, trained and coached all full-time employees.
Exceeded market expectations by providing superior service products and exemplary client relations. Focused company on Small to Mid-size customer products capitalizing on short sales cycle, fast access to decision makers and high product margins.
Leveraged value of exceptional customer service to induce significantly greater margins and eventually, identification and acquisition of our organization.
Principal Consultant, Siebel Systems (San Mateo, CA), 2000-2003
Guided large communications and energy customers in successful implementations of the product suite, including large implementations for AT&T, ERCOT, Dish Network and Nationwide.
Senior Software Engineer, Computer Sciences Corporation (Los Angeles, CA), 1995-2000
Responsible for development, customization and delivery of P&C Insurance products.
Corporal, United States Marine Corps (New River, NC), 1987-1991
Honorable discharge, Good Conduct Medal, Combat Action Ribbon, Sea Service Deployment Ribbon, Humanitarian Service Ribbon, Naval Unit Commendation
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