Manager Customer Service
Resume:
Kevin R. Jones, P.Eng.
Calgary, AB T3H 3E4
Tel.: 403-***-****
E-Mail: *****.*****@****.**
Objective
To undertake a senior operations/quality/process management position to improve business performance of the top & bottom lines, gain competitive advantage and provide increased value to customers, shareholders and employees.
Summary
A Professional Engineer with significant experience in one of the world's leading telecommunications equipment providers. A demonstrated leader and team-builder in R&D management, process improvement and customer service who obtains results through people and processes by focusing on customer needs, business goals and organizational development. A creative and innovative problem-solver and change agent who delivers on sensitive, difficult and unprecedented assignments.Directed up to 3 R&D engineering managers and 35 professional staff.
Key Skills and Accomplishments
Held R&D management positions throughout the entire product life cycle in multiple business units (carrier, PBX, data, and key systems) and multi-site environments. Strong coaching, staff development, project management, and communication skills to introduce new technology and meet customer commitments.
Collaborated with a strategic customer to improve the quality of the corporate software development process, resulting in new standards of best practice benchmarking (based on SEI methodologies) for the corporation. Collaborative team recognized with Presidential and Corporate Awards of Merit for their efforts.
Developed International working relationships through managing International field trials for new products in North America, Europe, Singapore, and Australia that included coordinating the technical support of the world's largest private communication system for a customer in Germany, beating out the competition.
Influenced corporate executive in adopting a Malcolm Baldrige strategic, best-in-class organizational assessment tool, executed the assessment in a third of the budgeted time, with the identified improvements contributing to increasing Norstar's global market share. Used superior communication skills to inform and build support throughout the organization.
Led the senior management team in streamlining Meridian 1's operating plan, reducing total cycle time by two thirds, contributing to becoming global market share leader at 23%.
Spearheaded tactical customer touch point surveys across the entire corporation, resulting in continuous improvement for various functional groups such as sales, repair, and order & delivery. The customer value methodology was recognized by APQC (American Productivity and Quality Council) as a ‘best practice’.
Influenced the adoption of a ‘balanced scorecard’ technique to measure and track business performance and built the elements through cross-functional consensus.
Presented, and in many cases, designed training courses on quality processes & assessments, continuous improvement, project and customer relationship & value management. Turned technical training into a profit center.
Initiated the analysis, plans and strategy, and managed the re-engineering of the product verification process for Meridian 1, resulting in reduced staffing requirements and consistency of execution. Cycle time was reduced from 6 weeks to 12 hours.
Coordinated the first ISO 9000 certification process for a technology group in the corporation that became a corporate benchmark and became recognized as an internal consultant and facilitator for other groups.
Proved the viability of the Dynamic Routing algorithm to automate the re-allocation of system resources that became the standard for call routing in digital telephone switching.
Employment History:
Spirit1 Consulting, owner Calgary, AB 2011-2012
ACAMP, Bus.Dev.Mgr. Calgary, AB 2010-2011
KRJ Consulting, owner Calgary, AB 2004-2010
Nortel Networks
Sr. Corporate Customer Value Manager Calgary, AB 1999-2004
Sr. Business Process Development Manager Calgary, AB 1997-1999
Sr. R & D Effectiveness Manager Belleville, ON 1996-1997
Sr. Process Engineering Manager Belleville, ON 1992-1996
Sr. International Field Trial Manager Belleville, ON 1989-1992
Software Support Manager Belleville, ON 1987-1989
Product Verification Manager Belleville, ON 1984-1987
Software Development Manager Belleville, ON 1982-1984
Software Design Engineer Ottawa, ON 1977-1982
Education
Bachelor of Engineering (Electrical), McMaster University, Hamilton, ON, 1977
Professional Affiliations
Association of Professional Engineers, Geologists, and Geophysicists of Alberta
Professional Engineers of Ontario
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