Customer Service Manager
Resume:
Mitchell Portnoy
Wellington, FL 33449
561-***-**** (Cellular) 561-***-**** (Home)
email: *********@*****.***
SUMMARYOF QUALIFICATIONS
Strategic professional with over twenty years of experience delivering services. Customer solution oriented with proven experience in Field Service, Call Centers, Operations, Sales, Project and Marketing management. A decisive planner with a consistent track record in building and growing technology driven organizations.
CAREER ACCOMPLISHMENTS
Re-engineered the corporate infrastructure of a leading Information Technology services company to create a Customer Services Organization supporting end-users in a 24 x 7 support environment.
Responded to requests for proposals and subsequently awarded contracts of outsourced business functions based on clear understanding of the customer requirements and the ability to draft language that represented our organization’s ability deliver and integrate the requested products and services
Designed and planned the implementation and provided the on-going leadership of the consolidation of 13 call centers/help desks to three major call center hubs with a staff of 130 using shared voice, CRM, and knowledge base technologies.
Transitioned this multi-location call center organization from a cost center to a revenue generating business. Responsible for supporting internal and external customers in a multi-vendor 24 x 7 environment in support of desktop suite of applications through high-end server operating system, database and network support.
After participating in contract negotiations, implemented a $10 million international service program for a manufacturer of client/server systems within 90 days. This resulted in the acquisition of this company’s service business of Unix base hardware and operating system support which created a new service product and an additional source of revenues.
PROFESSIONAL EXPERIENCE
SUN MICROSYSTEMS/ ORACLE, Ft. Lauderdale, FL Jan 2001 - Present
Services Business Manager/ Six Sigma Sr. Program Manager
Services subject matter expert for Service Sales, Finance and Legal when negotiating contracts providing confirmation of delivery capabilities, process, resources and financial analysis representing Public Sector and the commercial markets of the East coast of the United States
Provide language for proposals and customer requests in contract negotiations.
Provided margin analysis on service proposals and cost-plus contracts.
Participated on Operations integration teams after company acquisitions insuring minimum customer impact (Sun Microsystems, Micros)
Perform analysis of financial data and make recommendations to senior operational management on areas of improvement. Forecast expense budgets on a quarterly basis, which has shown year over year continuous improvement.
Responsible for the identification and execution of projects by leading teams using the Six Sigma methodology to solve business issues in the Customer Service division for all aspects of hardware and software support delivery.
Issues addressed include reducing costs associated with labor, material, cycle time, and inventory requirements.
Initiatives included solving cross business unit process issues between Sales, Professional Services and Services Delivery on a global level. Projects required extensive change management and developing metrics and reporting mechanisms to insure solutions are sustained throughout the organization.
Lead a team that redesigned delivery of on-site services using partners that saved an excess of $10 million in service delivery costs in the first year while maintaining customer satisfaction expectations. This was a North American initiative that required strategic planning, software development, infrastructure outsourcing, vendor selection/negotiations and change management.
GOREFER.COM, INC., New York, NY Mar 2000 – Sept 2000
Vice President of Customer Services (Dot.com Company)
Created and managed the Customer Services organization of this dot.com start-up.
Responsible for all inbound customer contact as a result of visiting our web site.
Implemented e-mail management, live chat, and inbound telephone call center. Established an integrated outbound Telemarketing group.
Selected all associated technologies, negotiated contracts and managed supporting vendors.
Working in conjunction with product development, established web development application strategies to insure a pleasurable experience to web site visitors.
NORTHROP GRUMMAN, Bohemia, NY Mar 1987- Mar 2000
Director of Customer Services Dec 1993 -Mar 2000
Established and managed the internal and external support organization that consolidated the functions of account management, service product development, technical support, help desk, logistics and technology planning. Consistently met all financial objectives while maintaining some of the highest performance metrics as benchmarked against industry standards and implementing leading edge call center telephony and service management technologies.
Established the company’s first software support and central help desk facility. Selected and implemented state of the art service management and telephony systems.
A key player in receiving the award of outsourced help desk/call center opportunities by translating the customer’s requirements into appropriate support technologies, staffing and processes, formulating pricing strategies, and participation in all aspects of the proposal writing process.
Represented Service Delivery on team reviewing acquisitions determining favorable contract terms and operational integration/implementation.
EDUCATION
Los Angeles Community College, AS Electronic Technology
N.Y. Institute of Technology, BS Interdisciplinary Studies/Management
CERTIFICATION
Six Sigma
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