Customer Service Sales

Thomas W. Binkley

**** ********** ***** *****: 214-***-****

Heath, Texas 75032 **********@*******.***

Profile

Success-oriented Customer Services Executive with extensive background in customer and sales support operations, call centers, and consulting. Proven remote international management expertise. History of excelling in dynamic environments. Reputation for rapidly assessing needs of business and quickly building or adjusting organizations to meet and exceed requirements Record of managing and directing large projects. Excellent communication and leadership skills.Former U.S. Army Captain.

Professional Experience

SSHR, Dallas, Texas ( Start –up) 2013-2015

Provider of Human Resources systems and solutions

Vice President of Operations

Responsible for all aspects of vendor management, software selection, support and organizational design

Negotiated vendor contracts and partner agreements.

Assessed software products for SSHR recommended solutions

Cisco Systems, Richardson, Texas 2006- 2013

Provider of networking products and services

Director of Technical Service

Responsible for all technical services managers and customer support engineers in two major technical call centers: Richardson, Texas and Boxborough, Massachusetts. Led technical services organization that delivered post implementation support for all security and network management products worldwide.

Consistently had the highest customer satisfaction and among the best operational metrics in the worldwide support organization.

Managed a $35M budget and over 200 employees

Actively engaged in the creation of our “Grow and Protect Strategy” that resulted in the highest customer satisfaction and retention rates in all of Cisco

Created program to reduce cost per case by more then 50% by using our partner channels

Instrumental in the creation of Cisco’s Customer Experience Review (CER) which created greater alignment among the support organization, engineering, and Cisco’s customers

Led effort to develop channel partner training that successfully trained over 300 partners worldwide on Cisco’s latest security products

BMC Inc., Dallas, Texas 2002-2005

Provider of call center, Network monitoring and asset management software

Director World Wide Technical Services

Directed all global customer support, professional services, training and pre-sales system engineering functions for Magic call center product line. Managed a $26M budget.

Simultaneously relocated 3 major call centers in Amsterdam, UK, and US over a weekend without disruption to customers

Created Consulting Channel Partner Enablement model for low end implementation services that reduced costs by 50% and increased margin 25%

ADDITIONAL EXPERIENCE INCLUDES:

Network Associates Inc. (McAfee), Dallas, Texas

Provider of security and anti-virus software and service center applications. (acquired by BMC)

Director Global Technical Services and Support

Directed all global consulting services, product training, support operations and pre-sales technical functions for the service center applications product line.

Chosen by President to join executive team to sell the service center business unit (BU) to BMC Inc. Successfully divested $56M BU in 8 months

Increased customer retention rate from 74% to 84% in two years by creating and utilizing customer focused operational metrics and KPI’s

Concert Communications, Inc., Dallas, Texas

A telecommunications and networking joint venture between AT&T and British Telecom

Vice President Customer Service

Directed operational activities for extensive global professional services organization with over 100 personnel in Asia, Europe, and the United States

Nexgenix, Irvine, California

Internet Applications Consulting Start Up

Vice President, Service Delivery and Operations

Reported directly to the CEO, directed, scaled and implemented the growth strategy for a 500 person national, Start-up Internet consulting organization. Revenue in excess of $70M

Lucent Technologies, Octel Messaging Division, Dallas Texas

Director, Global Network Operations

Led over 300 North American technical personnel at 21 district offices. Revenue grew from $50M to $150M.

Reduced operational travel costs by 21% while company revenue tripled by centralizing dispatch activity

Military Service

United States Army Captain

Education

BS, Telecommunication Management, Syracuse University

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