Customer Service Technical Support

Resume: Daniel De La Paz

**** ***** **** ***** *** Vegas, NV 89123 925-***-**** *.***@*********.*** Manager: Customer Service/Support Field Service

Technical Service Management

Career

Summary

Extensive and proven track record combining experienced technical skills with customer service, business finance, and professional leadership. Demonstrated success through adversity by displaying clear direction and team leadership. Effective in leading and training of cross functional service teams locally and in remote locations. Focused leadership with emphasis in creating a world class customer service experience and service culture. Skillful at empowering each employee to excel and become stronger contributors by highlighting their individual strengths and creating a positive team environment. Ability to transform low performance teams into high quality, highly motivated, efficient units. Reputation for being a strong motivator, excellent communicator, and resourceful leader. Superior business acumen with a commitment to world class customer service and corporate success. Areas of Expertise:

Leadership Employee & Customer Relationship Management Negotiation Skills Facilitator Business Accounting P&L Financial Analysis and Control Continuous Process Improvement Training and Development of High Performance Teams Advanced MS Office Highly proficient ERP (SAP, Pronto, etc.) and CRM Software Project Management R&D Projects Technology Implementation and Transition Planning Strategic and Tactical Planning Root Cause Analysis New Business Development Service Level Agreements (SLAs) Establishing Meaningful Metrics Journeyman Mechanic Skills Electrical – High/ Low voltages Preventative Maintenance (TPM) Hydraulics Pneumatics HVAC Motor Controllers PLC’s Servo Systems Experience July 2012 – April 2017 Konami Gaming, Inc. Las Vegas, NV Customer Solutions Manager – Domestic / International Successfully led team of up to fifteen customer solution providers to deliver best in class parts and telephone technical support. Team included five regional service coordinators, responsible for the delivery and installation of all new games, game conversions, preventative maintenance and all scheduled service activities. As manager, every departmental quarterly and annual financial target was met. Project managed the installations of all slots and slot game conversions in all casinos across the United States equaling over

$20M revenue. Also championed 24/7/365 technical services and single point of contact for international distributers.

Developed and created a culture of pride, mutual respect and self-awareness within the team.

Created professional course outlines and training documentation. Conducted regular soft skills training and provided personal mentorship of emerging leaders.

Established meaningful metrics to ensure productivity targets were achieved and measure customer satisfaction. (“You cannot improve what you cannot measure.”)

Reduced cost through efficiency planning and elimination of redundancies within cross functional teams. Championed interdepartmental meetings to tear down silos.

Effectively provided pre-install support to bolster the customer experience and increase customer satisfaction by proactively eliminating of order entry and production errors.

Restructured department to roll out First Call Resolution to differentiate Konami from competitors. Resume: Daniel De La Paz

1617 Rowan Tree Drive Las Vegas, NV 89123 925-***-**** *.***@*********.*** April 2010 – July 2012 Unemployed (Happy to discuss lapse in employment during interview.) October 2000 – April 2010 Heidelberg USA San Francisco, CA Regional Service Manager – Pacific North

Provided strong and balanced leadership of regional office consisting of fifty first level field service technicians and office staff. Responsibilities included ownership over the development of employee skills, staffing, mentoring, and performance results. Proven ability to successfully navigate long distance through corporate silos to drive improvement. Strengthened customer loyalty through successful conflict resolution and trust building. Successfully developed service call procedures for the service team and dispatchers. Created service KPI’s to provide consistent feedback, measure efficiency, and individual performance. Conducted all equipment pre-installation meetings to ensure activities were carried out safely, and in compliance with all rules and requirements. Always, on budget, or under, and on time. Introduced regular conference calls to provide feedback conduit, establish best practices, increase sales, and foster the team effort while maintaining personal accountability and ownership.

Guided the Pacific North Region from the worst of 10 service regions in customer disputes to the best region with zero disputes nationwide, a 64% improvement in one year.

Responsible for all service P&L activities budget forecasting and cost control. Net part sales and service revenue up to $35M annually.

Lead team activities in installation, implementation and training of new products and capital equipment. Project managed over $39M in new equipment in a single year.

Selected from the entire Heidelberg USA organization by the executive management team to attend high level international management training held in Germany over a one year period. September 1999– 2000 John H. Harland Co. Clearwater, FL Region Manager Technical Support - South / International

Established a new regional technical support center including a equipment rebuild facility.

Managed all departmental related activities including hiring, training and managing field service staff. Result was an increase of 22% in equipment up-time in twenty different print facilities located across the USA, PR and Mexico.

Implemented maintenance and training program in Mexico City operation, increasing profitability 200% in only six months.

Lead task force to launch CMS Software and new technologies throughout USA, and Mexico. September 1996–1999 John H. Harland Co. Denver, CO National Asst. Manager - Technical Support and Development

Managed high level technical staff of 35 technicians in Denver, CO; Salt Lake City, UT; Chicago, IL; Baltimore, MD; Atlanta, GA; and Clearwater, FL.

Earned Harland Company prestigious “Innovation Pillar Award”. Project earned $3.5M. Education 1974 –1976 Mesa College San Diego, CA

College core classes focused on electronics and telecommunications.

Continuing education through adult classes as needed. Classes ranged from psychology to sales negations to project management.

Complete listing of seminars, classes and training conferences completed upon request.

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