Sales Customer Service

Thomas J. Cardenas

**** **** ***** *****, ********, TX 75032 / Cell: 214-***-**** /

**********@***.***

http://www.linkedin.com/pub/tom-cardenas/20/537/92a

Passionate, High Energy Results Driven Region Manager - Director

Customer Services / Services Sales / Operations

Comprehensive management experience inclusive of supporting Fortune 500

clients, providing for Business Development, Services Sales Development,

Customer & Account Management, Customer Relationship Management, P&L

accountability, Contract negotiations, Growth & Profit, Coach, Mentor,

Conflict Resolution, Operations, Demand Resource Forecasting, Turnarounds &

Multi-Site, Business Planning, & Strategic Planning

Proven track record of strong leadership. Drove double-digit revenue growth

and unprecedented customer satisfaction through superior delivery of

Compaq/Hewlett-Packard's customer services and professional service

organizations. Delivery management of Greyhound's ITS application

development projects for both the US and Canada. Provided for the business

development, service delivery and operations management of Swanson Services

South Central Region managing hardware, application software, installation,

technical support services, professional services delivery, and sales

support including lifecycle delivery and support of product and services

into the client base. First Data Client Services solution Analyst

performing Client solution Consulting for the Dallas Operations.

* Built professional services sales unit to #1 ranked in North America

* Increased service revenues by 17% as temporary leader of troubled

business unit

* Increased Region revenues by 20% year-over-year

B.B.A., Business Administration, Amberton University, TX, 1995.

Electronics Certification, Control Data Institute, TX 1986.

Career Summary

First Data Corporation

Business Analyst Consultant

2012 - Current

Providing for the business development, service delivery and operations

management for First Data's business solutions. Managing a staff of 5

business analyst.

Swanson Services Corporation

Region Manager of Operations, South Central

2005-2011

Provided for the business development, service delivery and operations

management throughout the South Central District with direct P & L

responsibility. Managed a staff of 12 - 15 Operations Managers, Technical

Resource Managers, and Sales Professionals providing hardware,

application software, installation, technical support services,

professional services delivery, and sales support engagements of

Swanson's product and services. Responsible for designing and

implementing improved process and operational policies. Aligned with

organizations for product and services lifecycle implementation such as

with sales, product development, legal, finance, managed services and

analysts to ensure stellar support and delivery of engagements were met.

Developed/Managed key performance metrics. Engaged in contract

negotiations. Had complete responsibility for human resource functions

which included employee development and training, staffing and compliance

management. Managed P&L and capital management budget.

Greyhound Lines, Inc., Dallas, TX

Project Manager, ITS

2003-2004

Managed all project activities relating to the design, development, and

implementation of new or existing HP NonStop applications, including the

assignment of work to the Project staff. Responsible for management of 6

developers and 2 business analyst including the monitoring, directing and

coordination of their efforts in support of the end-user for US and

Canadian operations. Also project managed the business development of a

$6M Shipping POS application for introduction into Canada.

Hewlett Packard / Compaq Computer Corporation

District Manager, Service Delivery, Colorado Springs, CO

2002-2003

Provided for the business development, service delivery and operations

management of the District. Managed a staff of 18-20 Customer Service

Representatives and Services Sales and Delivery Professionals which

provided peerless hardware, software, installation, technical support

services, professional services delivery, and sales support for Fortune

ensuring that customers were retained, satisfied, and that their needs

were fulfilled. Responsible for designing and implementing improved

process and operational policies. Recommended changes to products and

services to fulfill customer needs. Provided for Employee development and

training, inventory management, Channel Sales/Services relationship

management. Budgeting & forecasting.

District / Area Manager, Support Services, Denver, CO

1999-2002

Provided superior leadership for the business development, customer &

account management, and the strategic planning for the Midwest Area.

Directed a staff of up to 40 Professional Services Sales Reps, Technical

support Engineers, and Customer Service Management staff for delivery of

hardware maintenance, installations, and consulting services to business

clients across Colorado and Midwest District. Aligned with organizations

for product and professional services lifecycle implementation such as

with sales, product development, legal, finance, training, managed

services and analysts to ensure stellar support and delivery of

engagements were met. Developed strategic business relationships by

working with key business units to ensure successful testing, quality

assurance, training, documentation, and implementation of projects were

completed for client engagement. Provided for Employee development and

training, inventory management, Channel Sales/Services relationship

management. Managed P&L and capital management budget.

Customer Support Branch Manager, Dallas, TX

1993-1999

Led team of 18-21 service professionals in delivery of first class,

customer-focused services and support for clients within the Southern

District. Interacted frequently with customers, sales and analysts to

ensure stellar support. Developed and Implemented corporate service

programs throughout the District. Provided for Employee development and

training, inventory management, Channel Sales/Services relationship

management. Developed/Managed key performance metrics. Managed P&L and

capital management budget. Recruited to manage Midwest District based out

of Colorado.

Sr. Support Engineer / District Lead, Dallas, TX

1986-1993

Sr. Support Engineer for Tandem Computers Customer Services Division.

Contact this candidate