Customer Service Management

E RIC P OST

***** ****** ****** **** ********, CA 92532

951-***-**** (MOBILE) ~ ******@*****.***

S U M M A RY Q U A L I F I C AT I O N S

OF

Dedicated and team oriented professional with a passion and commitment to customer service and

satisfaction. Well versed in the principles and techniques of program and project management, change

management, and innovation. Successful at managing competing priorities and timelines. Expertise

includes:

• • •

Project Management Business Development Vendor Management

• • •

Member Service Resource Allocation MS Office Suite

• • •

Human Capital Strategic Partnerships Capital Campaigns

• • •

P & L Management Budget Management Regulatory Compliance

HIGHLIGHTS ACCOMPLISHMENTS

OF

Business Process Optimization and Re-engineering

Downloads

Championed a top to bottom re-engineering effort of the process for managing downloads for Cisco’s

•

Consumer Business Unit (Linksys).

Drove focused improvements in processes, content accuracy, and download availability

•

Implemented a gate within the NPI process to include all downloads and open source requirements

•

Achieved results of a 20% improvement in content availability along with a 10% elevation in Cisco’s

•

CSAT results

New Product Introduction (NPI) Focus Launch

Led all activities associated with social media and Direct Market Resellers (DMRs) regarding New

•

Product Introductions

Focused on customer feedback, marketplace perception, and product performance

•

Captured, understood, and isolated any and all product anomalies and inconsistencies in a timely

•

manner to implement prescriptive and corrective actions

Open Source

Re-engineered the open source governance practices, processes along with automating the

•

transactional workflow and delivery.

Implemented a new process to prevent future legal exposure for Cisco which was inherent in the

•

original process

Created a web based form to track requests, house files available for download, and create a richer

•

user experience

Championed the adoption of new open source governance, availability and delivery capabilities across

•

the corporation with the assistance of the Cisco Open Source Board

Achieved results with zero complaints filled to Free Software Foundation along with a annual savings

•

of $750,000. Cycle time for customer fulfilling of open source request has been reduced by 400%.

ERIC POST Page Two

PROFESSIONAL EXPERIENCE

CISCO SYSTEMS INC. – Irvine, California 2010 -- Current

~Project/Program Manager

• Manage multiple levels of relationships within the organization during the run of Consumer Programs

• Define, lead and evangelize the Program Manager team role within the organization

• Handle and facilitate difficult strategic and program related issues and critical organization communications

• Act as the liaison between tactical operations and business process to ensure product, technology, and

methodology improvements

• Take the lead in streamlining process and procedural problems, determine their root cause, and identify solutions

to unworkable issues

• Collect and relay feedback from completed programs and drive it back into the over arching process to improve

methodology for future programs

• Provide early warnings for issues, risks, and program deviation that may derail readiness

• Serve as the “voice of reason” by understanding and articulating the needs of support teams, customers, and

partners

• Own the relationships of vendors, partners, stakeholders and sponsors during the program runs

• Act as the stakeholder and sponsor advocate during program management for issues affecting reliability and

effectiveness of proposed solutions

• Work with product planning, operations, services, and other functional groups to assess Consumer Group and

operational reactions to future product and program plans.

POST POWER WASHING. – Sioux Falls, South Dakota 2001 -- 2009

~ Owner/Proprietor

• Provided leadership and entrepreneurial support for a staff of six field technicians

• Managed all sales activities including job assessments and bids

• Developed and earned a strong and trusted reputation through the emphasis of customer satisfaction

• Monitored extremely time sensitive schedules for customers with “no margin for error” business requirements

• Led program/project management activities which included budgets, resource planning, job schedules,

material/supply management, equipment maintenance and quality assurance audits

• Proactively collaborated with customers regarding the job status to ensure that expectations were properly set and

managed

QWEST COMMUNICATIONS. – Sioux Falls, South Dakota 2007 --2008

~ Agent and Special Projects

• Earned the top 5 per cent overall performer for Qwest Sales

• Delivered customer service with an emphasis on retention; contributed to the Sioux Falls Site’s designation as the

top performing retention center

• Performed center analysis (AHT, ATT,ACW,GRPC,RPH)

• Developed training materials focusing on agent skill sets regarding soft skills/call flow

• Worked with workforce management to establish training and other special project scheduling/exceptions which

required an agent to be away from the phone

• Led cross functional multi-site collaboration sessions (lessons learned)

• Managed the coaching and mentoring sessions for the Sioux Falls site

FIRST FINANCIAL BANK Sioux Falls, South Dakota 2007 --2007

~ Customer Service and Collections Representative

TOTAL CARD INC. – Sioux Falls, South Dakota 2004 -- 2006

~ Reservations/Sales Agent

E D U C AT I O N

SIOUX FALLS WASHINGTON HIGH SCHOOL, Sioux Falls, South Dakota

Class of 1999

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