Rey D. Buack

***** *** *********

Yorba Linda, CA 92887

858-***-****

ac0e3p@r.postjobfree.com

SUMMARY & PROFILE

Accomplished senior support and service executive with global and multi-call center experience. Managed worldwide support and service for mission critical applications. Experienced in developing and implementing systems, processes and procedures in a start-up and high growth environments. Extensive experience in managing P&L Support and Service operations. Notable Accomplishments

• Implemented operational improvements with over $50 M in annual savings in an organization of over 4,000 call center employees

(multi-call center operation).

• Capable of standing up support centers from site selection to first call.

• Established systems and processes to scale call center operations from 150 employees to over 1200 employees in 6 months while increasing customer satisfaction levels.

• Established P&L service and support operations in 5 countries outside of the US.

• Consistently delivered 50% profit margin on services revenue. SKILLS & EXPERTIES

International operations – Multi-call center operations – Strategic planning – Operations planning – Matrix organization – Start-up operations – P&L management – Product management – Multi-discipline management (engineering, tech support, customer service, logistics, IT) – Organizational team building – Mentoring - Cost reduction – Project Management – Systems implementation – Vendor management

PROFESSIONAL EXPERIENCE

Sr. Director, Technical Operations

Phacil Inc. - Present

Government contractor providing IT services and Program Management

• Successfully implemented IT Services for DHS ICE, DHS USCIS, Army Family Programs Portal (AOS) and HHS Indian Health Services.

• Responsible for ensuring that all contracts in the Western area portfolio meet or exceeds all contract Service Level Objectives and contract deliverables.

• Develop and maintain customer relationship to ensure that customer recognizes the exceptional services being provided by Phacil in support of the customer’s mission.

• Manage the Subject Matter Expert (SME) reach back staff to support new contract implementation as well as help stabilize contracts that are experiencing issues and challenges.

• Directly manage the engineering staff for the Army One Source program delivering 24X7 engineering support of the Army One Source

(AOS) web portal

• Responsible for enhancements and new application development for the AOS portal

• Implemented the development and QA environments to support the AOS production system

• Implemented engineering and SW development processes and procedures

• Implemented the DoD Information Assurance Certification and Accreditation Process (DIACAP) for the AOS system

• Active Secret clearance – issued by DHS-ICE

COO

AUTOMAPTICS INC - Irvine, CA - February 2007 – October 2011 Start- up company to provide tools for local merchants to effectively advertise electronically and in ‘walled garden’ vertical markets such as the airline in-flight entertainment systems

• Responsible for product development

• Manages day to day relationships with all vendors and outsource service providers including all contracts

• Work with Partner/CEO on industry marketing activities and capital funding activities including presentations to potential investors Senior Director

ZYNX HEALTH - Los Angeles, CA - April 2006 – January 2007 A division of Hearst Media providing software solutions to hospitals and healthcare professionals. The Zynx software product creates a doctor’s operation or procedure order set and the associated nursing plan of care. The product is installed in multiple hospitals in the US and is intended to improve patient care as well reduce hospital cost through standardization

• Implemented and staffed the account management program to ensure proper and efficient implementation of Zynx products and contents. This program was also instrumental in re-engaging existing customers who have not been using the product and are at risk of canceling their contracts.

• Achieve 100 % contract renewal for 2006

• Changed the service model from a reactive to a proactive support by constant engagement with the customer by account managers who touch base with each client at least once a week.

• Established a monthly review and assessment process for all clients to resolve client barriers in moving forward with the implementa- tion of Zynx products and contents

Worldwide Director, Scientific/Technical Support and Customer Service ACCELRYS SOFTWARE - San Diego, CA - June 2004 – April 2006 Developer of drug discovery and simulation software for the pharmaceutical and bio tech industry. Accelrys is an international company with revenues in excess of $100M. Principal customers include J&J, Pfizer, Abbott, AstraZeneca, Roche, Novartis and Sanofi.

• Implemented call handling processes worldwide to reduce the average open call from 8 days to 3 days.

• Managed the implementation of Oracle 11.i Order Management system and Intraware electronic software delivery system integrated with Oracle 11i application

• Worked with product fulfillment vendor in implementing operational and QA processes. Improved product delivery accuracy to 99%+ and timeliness from 5 days to 48 hours.

• Managed expenses within the budget of over $5million. Consultant

CALL CENTER INDEPENDENT CONSULTANT - August 2002 – June 2004 Provided consulting services to call center outsource providers to help improve productivity and scalability of their off shore operations

• Scaled call center operation from 150 employees to over 1200 employees in 6 months

• Implemented an applicant on-line system saving the company 15,000 minutes per week in initial applicant screening and processing time.

• Implemented a ‘knowledge ramp up process’ to track the effectiveness of training and to be able to implement improvement programs to ensure that new employees can be 70 % to 80 % effective in handling calls after the initial training period.

• Complete the implementation of a workforce management system to allow a more effective forecasting of call load and the required resources as well as optimize the scheduling of staff.

• Implemented reports and metrics to measure the effectiveness and productivity of the workforce. Vice-President, Call Center/Client Services

EARTHLINK NETWORK INC. - August 1998 – July 2002

Second largest internet service provider (ISP) during the late 1 9 9 0 ’s and early 2 0 0 0

• Improved expense budget from $300 million to $230 million over 4 years through automation and various productivity programs.

• Managed the implementation of the following systems; Cisco call routing system, KANA knowledgebase/email processing system, Vantive call tracking system, TCS Workforce Management system and NICE Quality monitoring system.

• Implemented Customer satisfaction survey and corrective programs resulting in improved customer sat rating from 6 to 8.5 ( scale : 1-10) on closed calls.

• Responsible for opening new call centers (Sacramento-CA-Roseville-CA-Harrisburg-PA) acting as the Project Manager and executive sponsor. Implemented multiple project groups to complete the project within 120 days from site selection.

• Centralized all infrastructure functions and associated staff saving the company over $500,000 a year by eliminating duplicate staff and associated costs. Centralization also increased efficiency and uniformity of processes and delivery procedures of training, admin support and QA programs.

• Established an outsource staffing program to allow us to balance our workforce more efficiently during call volume peak and valley periods. In addition, the outsource program has provided a lesser-cost alternative compared to some of our call center location saving the company $5 million per year.

Senior Director, International Client Services Operations FILENET CORP. - April 1985-May 1998

Manufacturer of document imaging and workflow systems used by corporations and government organizations worldwide.

• P&L responsibility with revenue in excess of $80 million and expense budget of approximately $40 million – 50% gross profit margin.

• Developed and managed a global second level support and centralized help desk functions.

• Developed and managed support programs for FileNet’s Value Added Resellers (VAR).

• Worked extensively with the sales force in service contract negotiations, sales calls and customer visits (prospects, support issues, etc).

• Implemented a global call tracking system ( Scopus now part of Siebel) to log and monitor call performance

• Managed all customer maintenance and service contracts including invoicing and payment reconciliation’s. Developed processes and procedures to ensure 100 % invoice accuracy and 100% renewal rate.

• Increased software support revenue from 20 % to over 50 % of total support revenue in 3 years.

• Responsible for developing support centers in Frankfurt, London, Paris, Dublin, Amsterdam, Sydney, Tokyo and Singapore.

• Developed and implemented a worldwide logistics system for all hardware components for the FileNet system achieving a 99% + on time delivery of parts while maintaining less than 3 % inventory shrinkage. EDUCATION

Executive MBA, Pepperdine University

BS Business Administration, University of La Verne BS Computer Science, Coleman College

BS Electronics Technology, San Diego State University ADDITIONAL INFORMATION

Other Employment - ISC Sys. Corp - District Manager, Real Estate Broker (CA) – Brokerage Owner, US Navy

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