Customer Service Sales

Steven King

**********@*****.*** (***)

***-****

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Highly driven Operations Executive known for years of creating and managing

effective teams who achieve measurable results. Proven track record of

aligning processes and procedures to provide cost savings while allowing

for operating efficiencies. Cross functional leader who communicates

effectively at all levels of the organization to create alignment with and

focus on company objectives. Known for:

. Driving Revenue- Created numerous Support programs that upsold

additional product features driving revenue 30%

. Customer Retention- Drove customer awareness initiative campaign that

reduced customer turnover from 40% to 15%

. Delivering Operational Efficiencies- Implemented cross team training

that reduced costs by 50%

. Innovative Leadership- Created cross functional team structure that

reduced time to bring products to market by 40%

. Building and Leading Teams- Created and lead teams ranging from 10 to

250 employees who continually exceeded objectives and rated highest in

employee satisfaction surveys

. Leading Results- Managed team of 300 call center employees responsible

for sales, chargebacks, and customer issues with an average of 30 %

improvement in every service level measured

Core Leadership Competencies

(Business Analysis (Program Management (Strategic Planner

(Customer Advocate (Effective Communication (Problem Solver

(Process Implementation (Call Center Management (Financial

Management

(HR Management (Customer Retention (Expert Trainer

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Professional Experience

VP Program Management/Business Manager, FamilySearch

2009-present

Hired to improve operational efficiency of 300 person Engineering

Organization in a multi-billion dollar global non-profit organization

. Lead the Planning, Delivery, IT and Business Operations functions for

Family Search Engineering. Personally responsible for a budget

approaching $100 million dollars

. Drive global strategic planning exercise that increased product on time

delivery by 40%

. Double size of Business Analysts and Program Managers teams to better

measure and support customers leading to 15 % improvement in customer

satisfaction scores

. Facilitate strategic planning sessions with Sr Executive staff to deliver

strategic plans, division objectives, and related employee goals leading

to a 35% improvement in employee satisfaction

. Created, Trained and Implemented a new delivery process credited for

saving the company over 1 million dollars

VP Training, Customer Service and Operations, Practical People Services

2009

Recruited to drive new processes and lead operations team of 30 for

regional HR Services Company

. Delivered and trained staff on knowledge base reducing customer

resolution times by 40%

. Implemented new client training offerings which increased sales 200%

. Drove continual resolution of top 10 customer issues across the

organization

SVP Customer Service, Training and Development, MonaVie

2008-2009

Recruited to lead a 250 person services team with global ownership for all

employee and customer focused strategic planning, support and training.

. Lead 250 call center which improved in all areas of service levels and

time to resolution for over 400,000 global clients

. Drove new training program for customer service agents that reduced call

resolution times by 38% saving roughly $500,000 a year

. Created tiered support structure for large partners, customers and

resellers that increased customer support satisfaction scores by 25% on

accounts generating over $10 million in sales

. Lead team that managed over 100,000 call center related transactions per

month related to sales, chargebacks and customer support issues

Director of Services, Novell

2000-2008

Managed Global Team of 30 consisting of client service managers, advanced

trainers and testing professionals to deliver full range of internal,

partner and customer training courses for a $1.2 billion software company

. Provided the creation and delivery of Sales, Strategic Planning, Vendor

Management, Change Management and Field Training, credited with saving

organization over $2 million

. Developed and provided Sales and Certification training for Novell

Channel Partners

. Instituted online learning modules that reduced cost of training by over

60% while becoming a $3 million annual revenue stream

. Created skills gap assessments for internal services organization that

were subsequently

. Managed and drove global channel revenue through Novell Partners with

100% attainment of revenue targets

Additional Experience

Chairman Provo Civic Ballet 2012 to

Present

Partner Classical Ballet Academy 2004 to

Present

HR Manager Franklin Covey 1994 to 2000

Education and Training

. Executive Education, Wharton School University of

Pennsylvania

. Bachelor of Science in Organizational Behavior, Brigham Young

University, Provo, Utah

. Certified Arbinger Trainer, SCRUM Master and Soccer Referee

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