Customer Service Management

Richard J. Butze Jr.

*** **** **** **.

Jaffrey, NH 03452

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

Home: 603-***-****

Cell: 603-***-****

Senior Executive Profile: Customer Service/Quality; Operations Management.

oVersatile holistic leader with 13 years of experience leading Customer Service and Customer Loyalty/Experience Programs in Telecommunications and Professional Services businesses.

oEstablished achiever with increased responsibilities for over 20 years in varied manufacturing environments focusing World Class metrics for delivery, inventory, quality, and materials management with additional development of high performance work teams.

Areas of Expertise

Customer Loyalty/Satisfaction

Customer Service

ISO

Delivery Excellence

Lean Operations

Strategic Planning & Leadership

Teambuilding & Training

Cost-Reduction Strategies

Project Management/Six Sigma

Professional Experience

Consulting-Independent.

Self-employed doing independent consulting for several small organizations in the area of VOC; data analysis; corrective action plans; program set up.

British Telecom-UK/Global

British Multinational/Global Telecommunications Services Company: 170 countries, 18billion pounds (revenue); 89,000 employees.

03/01/2013-Current

04/2007 to 03/01/13

Director of Customer Service/Quality/Customer Experience for US and Canada

Improved order management/end to end process performance by: Improving on time circuit delivery through management of hardware delivery; clean orders; last mile circuit install; effective test and turn up process; timely handoff to Service Assurance. End results were on time order delivery of >95% (first commit date) and 35% reduction of backlog.

Supported critical customer escalations on major accounts and developed corrective action plans to regain customer confidence via effective data analysis and RCA. Monitored contractual performance on SLA agreements. SLA performance < 2% credits.

Utilized cross-functional team approach to proactively lead customer migrations and transformations. Provided strong customer communications and awareness through setting proper expectations effective best practices, and training programs.

Established closed loop approach for monitoring internal performance with direct correlation to Customer Experience that utilized timely feedback from consultants working on relative engagements. Utilized all information in working with all customers to achieve desired results and enhanced performance.

Achieved company leading Customer Experience metrics for both Network and Professional Services with a 96% Customer Satisfaction, 9.1 Customer Loyalty Index for all products; Circuits, PS, Software and Managed Services.

Collaborated with Senior Management Teams for development of strategic initiatives.

Led Order Management process improvement forum with end result of 5-day improvement in order lead-time.

International Network Services (INS)/Lucent/INS. - San Jose CA/ Burlington, MA/Global

Global Professional Services Company 100M, 700 employees bought by Lucent, then moved out of Lucent.

06/1999 to 04/2007

Managing Principal-Customer Loyalty/Quality

In this career change position I was responsible for development of Customer Loyalty/Quality for the east region of this network Professional Services business.

Drove customer survey participation. Resulted in >30% response rate for entire business.

Established continuous improvement plans that netted Loyalty Index improvement from 8.7 – 9.0, based on direct customer feedback.

Collected over 11M in potentially lost revenue through working with customers and exceeding expectations.

Worked with channel partners on cost, delivery, and performance (gold certification with Cisco).

Silver Forrest-Bellows Falls, VT. 07/1996-04/1999

Jewelry Manufacturer for large retail chains and high-end specialty shops

COO

Implemented Advanced Shipping Notification SW tool, necessary for business with large chains.

Transformed manufacturing process to adherence and use of MRP tools that resulted in: on time delivery of 98%; material forecast accuracy of >90%; reduction of inventory by 250k.

Reduced fines from retail majors for late shipments by 50% resulting in 75k in savings.

Digital Equipment 08/1990-08/1995

Computer Systems

Operations Business Manager-Micro Vax Systems

Responsible for all aspects of systems manufacturing that included: Materials and Order Management; Configuration and Test; Inventory and Production Control. 2 billion dollar revenue per year during product peak.

Improved shipping accuracy from monthly to daily performance of >97% on custom configured systems.

Implemented parallel systems/applications support for: MRP to drive materials demands based on forecast; separate shop floor controls for order tracking.

Reduced obsolete inventory by 7mm.

World Class Manufacturing.

High Performance Teams.

Analog Devices 05/1985-06/1989

Semiconductors: data conversion, signal conditioning, DSP, systems utilizing micro-controllers.

Manufacturing Manager

Systems manufacturing

Streamlined test functions through improved component/board performance and testing.

Reduced standard lead times by 20%.

Effective introduction of new products into manufacturing through cross-functional participation on design teams and manufacturing support.

Education and Training

Hillsdale College Hillsdale, MI

BS-Economics

Training: ASQC Certification (American Society of Quality Control); Six Sigma; Project Management; Presidents Award for Quality at Lucent.

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