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Customer Success Director

Tampa, Florida, United States
November 02, 2018

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Richard Solorzano

Tampa, FL 727-***-**** Customer Experience and Service Director

Global Operations Management / Strategic Planning / Multi-National Team Development Professional Summary:

• Results-oriented Senior Manager with track record of driving highly successful customer support, process improvement, and quality initiatives that increase revenue, profitability, and competitive advantage in US and global environments.

• Collaborative critical thinker, natural leader, and coach with demonstrated ability to solve complex operational and organizational problems while motivating teams to achieve ambitious performance and service goals.

• Implement lean principles, cutting edge technologies, and focused training to decrease costs, waste, and inefficiencies while achieving dramatic gains in customer satisfaction rates. Areas of Expertise:

• Call Center Operations

• Program Management

• Contract Negotiations

• Cost Control & Reduction

• Process Improvement

• Quality Control

• Budget Management

• Staff Training & Mentoring

Career Experience

Owner 2017 – Present

The Covan Group, LLC, Tarpon Springs, FL

Full service provider of a suite of consulting services targeted toward moving organizations to a customer-centric service model. By using a mix of techniques; from LEAN/Six-Sigma to targeted service excellence training and sales synergies, The Covan Group provides a results oriented and proven roadmap for large corporations, small business, and human resources environments that wish to enjoy measurable gains toward customer delight and increased contribution to the bottom line.

Selected Accomplishments:

• Worked corporate accounts to increase high volume call center efficiency and introduce LEAN based KPI and effectiveness measurements.

• Developed targeted packages to drive customer engagement and delight

• Targeted customer service training for both CSR’s and Field Service Engineers.

• Techniques on developing synerigies with sales organizations to simultaneously enhance the customer experience and create cross and upsell opportunities. Director, Corporate Customer Service and Support 2016 – 2017 ConMed Corporation, Largo, FL

Led global customer-service operations for this medical-technology company with $800M in annual revenues. Full responsibility for all data processing, order intake/entry, and technical support for over 10,000 customers worldwide. Responsible for planning and implementing numerous projects including headcount optimization. Instituted lean principles with associated KPIs, resulting in increased accountability and reduced costs. Delivered training and mentoring to 350 direct and indirect reports. Selected Accomplishments:

• Created two-tiered customer experience strategy employing cutting edge technologies and LEAN principles to improve team performance, overhaul hiring criteria, implement and instill a customer-centric culture. Richard Solorzano Page 2 of 3

• Utilized deep knowledge of Kaizen and Lean Daily Management processes to develop and manage a consistent analysis of staff performance using combination of real-time performance metrics and traditional reviews.

• Instituted processes that decreased incoming call delay by 40%, abandonment rates by 20%, and wasteful communications by 32%; simultaneously decreased headcount by 23% and labor spend by 25% while increasing lines processed by 34%.

• Slashed primary customer complaints by 90% within six months by resolving pricing errors.

• Oversaw rapid implementation of Shingo Model across entire customer service group.

• Led technical project that transitioned to Oracle/SalesForce and ServiceCloud from ManMan ERP system.

• Directed talent acquisition in partnership with several HR companies including: Robert Half, Compass Group, Lucas Group, and Manpower to rebuild and right-size staffing. Director, Customer Service 2008 – 2016

IBA Dosimetry, America Inc., Memphis, TN

Planned, implemented, and led all customer care operations for North and South America Divisions of the global manufacturer of dosimetry equipment. Managed and directed daily activities and efforts of more than 30 direct and indirect reports. Created strategic plans to meet customer-support objectives, revenue goals, and resourcing needs for more than 1600 North American customers and over 500 South American customers. Created and administered budget of $30 million per year. Led contract negotiations and managed service contracts. Served as task force chair for implementation of Business Express, SAP and SalesForce systems. Selected Accomplishments:

• Created and implemented new revenue plan that attained more than $4M annually; increased yearly order intake revenues by 10%-20% annually from 2008 to 2013.

• Reduced costs by 28% through a hybrid sales/service personnel implementation, reducing headcount by 50%

• Secured 15% sales and customer loyalty increases each year by creating and implementing new global customer care program; program enabled formulation of an SaaS delivery model for global software applications.

• Successfully negotiated unprecedented exclusive service contract worth $5M+ with largest LINAC manufacturer in the US.

• Led cross-departmental talent acquisition efforts in partnership with several HR companies including: Robert Half, Compass Group, Lucas Group, and Manpower to build the service organization from the ground up.

• Repeatedly and consistently scored 9/10 NPS (net promoter score) on satisfaction surveys.

• Grew segment by 10% in first year of tenure by deploying innovative marketing strategies. Field Service Supervisor 2005 – 2008

LAM Research Corporation (formerly Novellus Systems Inc.), Albuquerque, NM Promoted to oversee all daily operations and staff for the $20M parts inventory group utilized by Intel Corp., the Fortune 500 manufacturer and seller of semiconductor equipment. Responsible for leading team of 26 engineers to resolve escalated equipment failures and provide technical repairs to optimize tool availability and increase product throughput levels. Created forecasts, and developed and administered a $10 million budget. Selected Accomplishments:

• Delivered decisive leadership for 26 member team with the electroplating and photo-lithography stripping modules at Intel Fab 11X fabrication plant; collaborated extensively with Intel senior-level engineers and management.

• Developed and implemented continuous improvement initiatives; maintained track record of zero inventory accounting discrepancies throughout tenure.

• In initial position of Field Service Engineer (2000 – 2005), maintained, tested, and repaired complex electro- mechanical assemblies; provided data and addressed issues with customers to ensure complete satisfaction.

Additional Experience

Aviation Electronics Technician US Navy

Honorably Discharged; former holder of Department of Defense Secret Clearance Educational Background

Bachelor of Science in Business Management University of Phoenix, Albuquerque, NM

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