Customer Service, Field Service, Professional Services

Anthony Langella

New York, NY ? 917-***-**** ? **********@*****.***

Service Delivery, Field Service, and Customer Care Professional

An established senior leader with proven experience managing customer-

facing teams, projects and programs with success being achieved at

regional, national and global levels. Six Sigma Green Belt that knows how

to properly identify, deploy and motivate resources in order to achieve the

highest levels of results. Leverage a strong business acumen by recognizing

opportunities for improvement and effectively aligning resources with

overall corporate strategy and vision.

Core Competencies

Maximizing Customer Relationship Building / Six Sigma Green Belt

Outcomes Development

Program Management Product Deployment/ Rollout Performance Metrics /

KPI

Voice of the Customer Vendor / Third Party Company Brand Awareness

Service Sales Management

Customer Education Professional Services

Professional Experience

MST Services Inc 2013 - Present

Owner

. Franchise owner of a territory in New Jersey responsible for the

development and delivery of marketing and advertising campaigns for small

to medium sized businesses. As sole owner/proprietor responsibilities

included direct sales, customer service, art/ad creation, billing

(Quickbooks) and collections

. Turned a failing franchise into a profitable business in 5 months

. Added, on average, 5 new customers per month

JUNIPER NETWORKS 2006 - 2012

Sr. Program Manager, Customer Service

. Advocate for senior-level customer affairs and quality control at 80+

client companies, including financial services firms such as Morgan

Stanley, Citigroup and Goldman Sachs, and SP such as Comcast.

. Ensured 100% fulfillment of contract deliverables and high standards of

customer requirement support by personally overseeing Service Managers,

Professional Services, Engineering and TAC organizations.

. Personally designed and rolled out service setup to include support

staffing levels, as well as risk mitigation offerings.

. Awarded the Internal Customer Satisfaction Award, selected by peers for

outstanding collaboration and performance.

. Increased overall sales team success rate by 30% through the assembly and

leadership of monthly executive meetings to review service performance

metrics, expand customer product knowledge and product roadmap.

. Successfully led 20+ network rollouts for Comcast across multiple regions

as a Program Manager.

. Increased customer brand awareness, leading to more than $1M in

Educational Service Sales for four consecutive years.

. Developed an Account Support Plan document for my customers that was

adopted by Juniper Customer Services as a mandatory document for all

clients

NORTEL NETWORKS 1999 - 2006

Customer Operations Leader Major Channels (2005 - 2006)

Customer Operations Leader Global Accounts (2001 - 2004)

Northeast Region Feld Service Leader (1999 - 2001)

. Personally trained and supported sales teams in a highly diverse, client-

related subject matter.

. Recruited to work directly with multi-national corporations, providing

seamless delivery while driving extensive customer support projects for

the company's Top 25 Global clients.

. Key member on the Essential Global Customer Partner Initiative Committee,

standardizing SLA criteria and deliverables across numerous client

countries.

. Managed 22 members of the Professional Service Engineering team as direct

reports for long-term, on-site assignments, as well as a 23-member Field

Engineer team for short-term projects.

. Managed a 30-person Professional Services Delivery team comprised of

Engineers and Specialists ensuring the highest levels of customer

satisfaction.

. Supported overall installation procedures while managing related contract

work, including overseeing the full range of break/fix processes, on-site

services and Statements of Work.

NETWORK EQUIPMENT TECHNOLOGIES 1987 - 1998

Director North American Service Operations (1995 - 1998)

Northeast Regional Field Service Leader (1987 - 1995)

. Sr. Executive for a 100+ nationwide field service organization dedicated

to delivering installation, warranty and remedial maintenance services

for products across the Enterprise and Federal government market segment.

. Grew Service contract revenue by 35% and T&M Revenue by 150%.

. Oversaw the successful selection and implementation of all call center

management software, driving sales increases on standard and customized

national contracts.

. Created innovative strategies to improve customer satisfaction by

maintaining high levels of communication and response time.

. Developed ISO 9000 documents in order to ensure 100% compliance and

accreditation of ISO 9001 standards.

. Rolled out an automated billing review process that increased time and

materials revenue $1.2M within six months.

. Dramatically improved maintenance contract retention rates by developing

and implementing a call management review program.

Education / Certification

Six Sigma Green Belt

Value-Based Selling & Negotiation Re-Engineering the Corporation

Situational Leadership Team Styles & Conflicts Patterns and

Processes of Leadership

College of Staten Island, Electrical Engineering Technologies (Partial

Completion)

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