Manager Customer Support

Kojo Darkwa’s Resume

***** ** *** **., ********, WA 98004 - 425-***-**** – ****.******@*****.***

Professional Experience and Achievements

Business Development Mgr - (Interstack/One Big Broadcast) Seattle, WA November 2016 – Present

Product Line: A fully Automated Content Marketing Platform with social tools broadcast the latest, most up-to-date news and videos across all platforms, supercharge marketing efforts and SaaS social media analytics, big data, market intelligence and sentiment monitoring, cyber security and reporting solutions.

Responsibilities & Achievements

Market Automated Content Marketing Platform with analytics, SEO and increase company visibility

Build strategic relationships and drive demand in the Pacific NW

Identify sales opportunities with a focus on SMB

Develop and implement strategic sales/marketing plan

Introduce Digital Analytical Tool

Project Manager – Telansun USA) Chicago Area, IL May 2015 – 2016

Product Line: Investment Project to acquire property owned by City to establish a Private International School.

Responsibilities and Achievements

Responsible from managing project details from RFP to purchase

Developed and implemented strategic sales/marketing plan

Drive conversations online and media tools to gain support for project

Communicated with City Mayor, City Manager and council members

Managed a team of seven, project budget, digital content, website, and engaging news media

Analyze conversation online and provide consistent feedback to project group and sponsor

Director of Business Development and Marketing, Chicago Area, IL July 2012 – 2015

Responsibilities and Achievements

Provide strategic and program leadership for critical marketing activities including, branding, content value strategy, revamp and creation of social sites, analytics, marketing collaterals, and events

Drive Marketing and Business Development efforts to establish growth and visibility through optimization for rankings, SEO, influencers and analytics

Establish goals and performance measures for the entire team

Identify and create strategy for all customer touchpoints

Developed alliances in China

Director Business Development – NextPoint/Computer Sonics, Seattle, WA 2009 – July 2010

Responsibilities and Achievements

Aligned company with strategic partners (Microsoft, Toshiba, Dell, and CISCO)

Managed and developed a marketing and social media program to promote companies solutions. This included developing all Social Media Content, revamp of all social content and drive analytics

Company became a reseller and generated revenue from products, services and warranties programs

Initiated and coordinating partner events to create additional visibility.

Project Manager - Microsoft Corporation -Reseller Marketing/AP/OEM/Business Desk) 2008 - 2009

Responsibilities and Achievements

Responsible for managing the delivery of a dashboard reporting solution

Defined and managed project requirements, two system integrators, SOW and delivery schedules

Reviewed all requirements for report metrics related to sales and partner marketing

Coordinated Microsoft two day Gold Partner event

Designed developed internal SharePoint Portal for three functional groups at Microsoft

Managed selective process, communication, location, and post event survey analysis

Service and Implementation Manager, Seattle, WA August 2006-2007

Responsibilities and Achievements

Responsible for a social media monitoring and analytical platform tool designed to deliver marketing ROI and smarter customer insights from beta to implementation.

Developed, implemented, and managed initial marketing, and service delivery programs, SDLC, SOW, SLA, client training materials, and framework for client strategy throughout lifecycle of product use.

Implement Sugar CRM

Responsible for hiring, training and coaching a staff of 4 - 6

Built and acquired initial client base and penetrated each account by initiating beta process and client commitment

Developed, managed and implemented process for all software issues, customer support process.

Accomplishments: Responsible for establishing and managing Dell and Microsoft as initial Beta Clients. Responsible for signing client contracts that exceeded $1 million in seven months. Responsible for managing Software Development Life Cycle (SDLC), statement of work, and Agreements.

Business Development Manager - SafeHarbor Technology, Seattle, WA 2005-2006

Responsibilities and Achievements

Responsible for managing strategic partners and developed a sales pipeline of approximately $2 million

Managed and established strategic relationships with CRM Call Center Service Partners, Channel CRM System Integrators, Reseller partners, Referral partners and CRM platform partners

Identify process for marketing customer support solutions through channel partners

Sr. Consultant - Business Development Manager Capgemini/Consulting, Seattle, WA 2001-2006

Business Development Manager and Senior Consultant involved in several system implementations at clients such as CISCO, Allegiance Healthcare, Telecommunication Service of Trinidad and Tobago, Dell.

Responsibilities and Achievements

Involved in business requirements gathering, business process outline, mapping, rfps

Focused on CRM implementations (Oracle Customer Support/Field Service)

Involved in assessment/analysis of three call center operations in IL, New Mexico, and NJ.

Focused on service delivery process, field service, and contracts planning

Responsible for Managing, analyzed and completing business requirements

Achievements: Involved in projects exceeding 5 - 10 million. Business Analyst, gather business requirements, map to requirements to solution.

Director Customer Support - GGCSI, Issaquah, WA, 1997-2000

Established a Customer Support Division at GCSI a Gateway Reseller, which generated over 2 million dollars in sale of service programs with a gross profit margin of approximately 30% the first year.

Responsible for defining methodology and implementing Customer Support division

Managed the entire Support Team/Division; set-up entire Technical Support infrastructure.

Responsible for hiring, training and coaching of Technical and Customer Service Reps.

Achievements: Established a customer support division with revenues exceeding 2 million in the first six months. Responsible for developing a framework for managing all service programs for customer support. Responsible for managing customer support operations in 8 different states. Implement/manage outsourcing strategy, vendor relationships, contracts, service delivery agreements, and training of sales managers.

Educational Profile

Education MBA, 1997, North Central College, Naperville, IL

Bachelor of Arts, 1990: Principia College, Elsah, IL

Associations: Strategic Account Management Association, America Marketing Association, Dale Carnegie Interpersonal Management Seminars, Solution Selling Sales Seminars, CRM Integration, Strategy Alignment, Price Optimization and CRM for Exchanges.

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