Customer Service Sales

MARK S. RIVOLI

Laguna Niguel, CA *****

***********@*****.*** • 949-***-**** • linkedin.com/in/markrivoli PROFESSIONAL SUMMARY

Customer Support Leader highly experienced in managing access control implementations, and working with customers to resolve critical card, reader and printer issues. Proven leadership skills and ability to build rapport with key internal and external stakeholders within a high-pressure, challenging and deadline-driven sales environment. Core competencies include: Customer Support Team Management, Call center implementation, Liaison for Sales, Agile, SalesForce, Customer Online Order Status, KTM Automation, Automated RMA processes, Cisco Automated phone implementation, AX Automated Customer PO Process, Manufacturing Automation, Team leadership for ISO 9001-2000 Certification.

PROFESSIONAL EXPERIENCE

HID GLOBAL COMPANY, Irvine, CA 1998 to July 2014

Vice President, Customer Service (2003 to 2014)

Responsible for 3 US customer service sites and managed a team of up to 22 customer service agents handling customer orders and returned material authorization (RMA) for various products.

Supported customers on critical issues pertaining to access control of cards, readers, printers and electronic assemblies, solving issues in timely manner.

Worked with inside and outside sales, resolving customer issues with immediacy as they occurred.

Developed new process and procedures as company grew, ensuring support of customers, including online order status, automated RMA process and KTM for automated customer order entry.

Reduced order entry lead-times by 25% for customers utilizing KTM automation.

Led team in booking $400M in business in 2014, and supporting customer requirements.

Met and exceeded company objectives by tightly managing budgets and costs for organization.

Established process and procedures for customer orders, ensuring same day entry.

Reduced overtime 75% by correctly staffing customer service organization.

Led customer service team with implementation of Oracle 11i to R12 upgrade successfully.

Team member on the implementation of SalesForce in 2011.

Led team with the implementation of Business Continuity Plan for the company.

Team member of the Agile implementation in 2008.

Received Customer Focused Awards in 2010 and 2012. Director, Manufacturing Operations (2001 to 2003)

Responsible for the cards and readers manufacturing engineering team.

Improved yields and reduced scrap by 20% by implementing automation processes.

Reduced card and reader lead-times to customers by automating processes.

Generated $20M in additional annual sales by developing a standardized card order program, which shipped within 48 hours any orders of 100 to 1K cards.

Implemented new return material authorization (RMA) process increases support team response time. Director, Company Operations (1998 to 2001)

In preparation for ISO certification created 3 teams in the US. o Developed policies, procedures and work instructions to conform to requirements of ISO 9001-2000. o HID received ISO 9001-2000 certification in June 1999.

Designed and implemented Multi-Chip Module (MCM), which was installed into reader assemblies and enabled incorporation of MCM into designs to read HID cards. HUGHES AIRCRAFT COMPANY, Newport Beach, CA 1990 to 1998 Regional Sales Manager (1994 to 1998)

Supported customer requirements for the following product lines: Hybrids, MCM and custom ASIC’S.

Improved the cycle time and reduced the numbers of errors in the customer quote system.

Assisted in critical proposals to win key programs for Military and Commercial applications.

Improved the sales and bookings forecast for the Internal Sales department.

Responsible for booking $7M of business in less than 9 months. Manager, Production Assembly and Test (1990 to1994)

Managed assemblers and test technicians for multiple Military and Space hybrid programs.

Improved the yields of wirebond and inspection, utilizing critical process controls.

Designed a calibration system in hybrid test that reduce delinquent items from 96 to 0 in 4 months.

Reviewed and implemented 162 hybrid designs for 100% compliance to customer contract.

Improved format of the hybrid test training system for the employee’s. EDUCATION

Certificate, Executive Marketing Program, UCLA Anderson School, Los Angeles, CA Certificate, Electronic Manufacturing Engineering

Certificate, Society of Manufacturing Engineers

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