Customer Service Sales
Resume:
Vicki Crum
Email: *********@********.***
Address: **** ****** ******
City: Eden Prairie
State: MN
Zip: 55347
Country: USA
Phone: 612-***-****
Skill Level: Director
Salary Range: $135,000
Willing to Relocate
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
VICKI A. CRUM
Military Veteran
8373 Seneca Pointe * Eden Prairie, Minnesota 55347 * 612-***-**** * ******@*****.***
DIRECTOR/VICE PRESIDENT/GM
Technical Services ~Account Manager ~ Client Services ~ Contact Center Operations
An accomplished Leader of Client Service Operations, Account Management, Channel/Partner Management, Sales Administration, Technical Services and Contact Center Management. Executive-level Visionary comprehensively revolutionizing global organizations. Highly original catalyst crafting and executing pivotal business strategies yielding exceptional revenue & profit growth coupled with dramatically improved operational and personnel performance. Well-accustomed to winning business from such channel partners as Symantec, NetApp, IBM, Quantum, Oracle, HP, Dell, Cisco, Spectra Logic, Hitachi Data Services, and Brocade. Numerous successes in orchestrating project management-on time and on budget success, new client sales, company acquisitions, new partner programs, managed services, technical services/support, contracts, operations, and contact centers. Led international growth and expansion of diverse business units in the EMEA and Latin America.
Won multiple President Club Awards and Customer Satisfaction Awards for exceeding industry standards.
Core Competencies:
*Technical Service Operations *Vision, Strategy, Execution & Leadership*International Ops
*Account Mgmt./Project Mgmt. *Best in Class Customer Service
*Professional Services
*Contact Center Ops
*Process Dev/Improvement
*Business Modeling
*Partner/Channel Management *Service Program Development
*P&L Management
*Client Base Growth, Retention *Internal Restructurings * Mergers & Acquisitions
*Performance Metric Development/Management *Hire/retain the best
*Acquisition/Merger Integration & Planning *Sales Administration
*Organization development and Turnaround
*Strong Crisis Management and "mission critical" Leadership
*Technology leader for storage, server, cloud computing, routers, and other Data Center technology
PROFESSIONAL EXPERIENCE
DATALINK INC, Chanhassen, Minnesota * 2007-2012
Provider of unified storage, server, cloud computing, Managed Services, network hardware and software solutions to optimize IT infrastructure Data Centers and improve business effectiveness.
Director, Client Technical Services
Skyrocketed revenues from $50M to $125M annually after effectively revamping the Client Services and Technical Services & Support division. Originated new service, tiered and other program initiatives through precise planning, leadership, and scalable strategies. Achieved and maintained overall service and support GP of 38%, the highest companywide. Set high standards to attract top talent, continually heightening performance expectations to achieve a personnel retention rate of >90%. Instituted performance metrics, training & development programs, performance incentives, and broadened career path opportunities.
Select Key Achievements:
* Salvaged $25M+ in customer accounts using skillfully synthesized crisis management and tactful communication skills to ensure top client retention and loyalty rates.
* Expanded channel partner base, lowering costs through well-negotiated discounts by exhibiting industry best practices, leverage volume, high client satisfaction levels, and revenue growth, including from 4 channel agreements with Quantum, HP, Dell and IBM.
* Engineered ~$20M+ in annual revenue gains after boosting unit performance to secure and retain tier 1 channel discounts.
* Designed marketing materials, originated service contracts, and individualized client programs.
* Optimized client service delivery, increasing maintenance renewal rates by >15% over 12 months.
* Enabled staff promotions with zero additional operating costs after an organizational overhaul.
* Recognized and acclaimed for personally and directly precipitating unparalleled growth, ultimately earning the President`s Club Award for outstanding achievement in 2011.
ZOOT, INC, Bozeman, Montana * 2006-2007
A $28M company specializing in credit approval software for financial institutions.
Vice President, Client Care and Account Management
Launched a completely new organization as directly assigned within 6 months, quickly yet qualitatively originating operational protocols for governance, budget, personnel, revenue goal setting, account growth, and sales management. Fulfilled mandate to establish a -world-class entity. Revamped Professional Services practices with 40% increase in "on-time and on-budget" projects as well as advancing new project sales. Deepened relationships with such industry-leading clients as Bank of America, Washington Mutual, Wachovia, Wells Fargo, Daimler Chrysler Financial, I4, and World`s Foremost Bank through aggressive pursuit.
Select Key Achievements:
Elevated existing account revenues by 38%, surpassing first year projections by 10%.
Raised on-time and in-budget completion of customized products by 35% after revamping project management and product support processes to include key performance metrics and established best practices.
Added new product solutions, broadening sales opportunities for such innovations as the ASP model instant credit decisioning, application processing, and credit risk management for multi-sized entities ranging from home loans and small business banking to card services.
Honored with a -Partner of the Year- award by Wachovia Card Services for -outstanding performance in service delivery-. Pioneered the use of company-wide key performance indicators and client scorecard metrics.
STELLENT INC.,(acquired by Oracle) Eden Prairie, Minnesota* 2000-2005
A $125M global provider of Enterprise Content Management software.
Vice President, Technical Service and Support
Constructed a top-performing division with 4 sites including international. Delivered 60% of overall corporate revenues from infrastructure development and business expansion as planned by personally crafted strategies. Reoriented several failing PS projects by reassigning teams and crafting new completion strategies. Results included $3M in revenues within 6 months from new service programs and higher customer retention with 99% Service Renewals annually.
Select Key Achievements:
* Implemented Contact Center technologies and methodologies which resulted in 30% productivity and efficiency increase, improved response time and client satisfaction.
* Restructured Technical Services to accommodate over 100% revenue growth rate.
* Revamped project teams and formulated new project plans resulting in successful project delivery, on time and on/under budget.
* Earned prestigious industry client satisfaction award for consistently exceeding industry benchmarks in client satisfaction for 5 consecutive years (as measured by objective 3rd party, Service 800).
* Created acquisition plans, strategies and processes for seamless integration of acquired company products and services adding 3500 clients to existing base. Strategies included capitalizing on strong partner and channel capabilities.
* Created training models and programs covering over 200 technical skill requirements including emphasis on security standards, storage servers, and data center technologies.
* Managed outsourced and partner vendors and created metrics to track related performance on revenue and service impact.
* Influenced and maintained strategic enterprise account relationships with clients such as Blue Cross/Blue Shield, Coca-Cola, ING, Sony Pictures, State Farm Insurance, Software AG (world-wide) Medtronic and many others resulting in over $50PM in new licenses, consulting and service revenues.
* Developed and implemented ASP hosting for new hosted application solutions and sales programs.
* Increased technical service programs, marketing collateral and sales from 1 service program to several generating over $10M in new revenue within first 6 months of launch.
* Replaced legacy technical service infrastructure technologies including testing tools, ACD, CRM, ERP and data reporting tools to state-of-art systems which reduced problem resolution time by 30%, increased productivity levels and produced high value management data reporting which supported key business decisions.
COMPUTER NETWORK TECHNOLOGY (BROCADE) Plymouth, Minnesota * 1999-2000
$360M company specializing in storage area network hardware and software providing products and services for computer network and internet connectivity including VoIP and other WAN affecting technologies.
Director, Customer Service and Support
I restructured and directed operations of 24 by 7, highly technical, mission critical customer service center including professional services, technical services and contact center operations. Responsible for budget of $50M with a 40% profit margin goal and managed staff of 50. Select Key Achievements:
Select Key Achievement:
* Restructured technical support center for scale and longevity based on 25% annual business growth projections. Reformation efforts facilitated improved customer retention and $17M increase in service revenues within one year.
* Charged with reducing department employee turnover rate which was at 50%. Created employee incentive programs, revamped operational procedure and designed new training programs which resulted in 100% employee retention within the first year.
* Reformed disjointed Technical Support and Professional Service departments by blurring and integrating boundaries with total project design and delivery strategies resulting in improved on-time, on-budget delivery, team work and customer satisfaction.
* Lead department efforts for replacement CRM system (Siebel), and multiple contact center technologies.
RIVERTOWN TRADING COMPANY, St. Paul, MN (acquired by Target) * 1998 - 1999
$160M national mail order Gift Company.
Manager, Customer Relations - Managed 500-seat contact center ensuring high achievement of quality service and contact center performance metrics. Improved Add-on sales to increase 50% within one year. Evaluated, selected and negotiated new subcontracting vendor contracts and achieved $600K savings in operational and human resource costs.
Copy Duplicating Products, Inc (acquired by IKON) Richfield, MN* 1993 - 1998
Distributor/Channel of office equipment, systems and related office products.
Manager, Administrative Services
Managed operations and contact center of 48 staff responsible for credit and collections, customer service, order processing, billing and sales commissions. Led integration and consolidation of 3 corporate acquisitions throughout the US. Managed transition process, designed staff training program, converted and integrated information systems and developed new centralized client service program. Result was the seamless integration of over $10M in new annual revenues.
CONTROL DATA CORP., Bloomington, Minnesota * 1978-1990
Senior Manager of Contracts and Sales Administration
18 years of continuous advancement in multiple Sales Administration leadership positions. Primary focus in computer systems division. Multiple President Club Award winner.
EDUCATION/ PROFESSIONAL DEVELOPMENT
Bachelor of Science in Business Management, Northwestern College, St. Paul, Minnesota
Second Major in Psychology from U of MN
Customer Operations Professional Certification, COPC
Contact Center Management, ICMI * Certified Financial Credit Analysis, Zoot, Inc
PROFESSIONAL/VETERAN AFFILIATIONS/AWARDS
Software Support Professionals Association (SSPA)
US Army: Good Conduct Medal * Army Commendation Medal * Honorable Discharge
References
Name/Title/Employer Contact Number
Tom Sylvester, CIO, Datalink Inc. 612-***-****
Rob Beyer, VP Strategic Development, Mainline Information Systems 612-***-****
Jim Litterer, VP, Vital Images 612-***-****
Don Conroy, former EVP Berquist 612-***-****
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