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Customer Service Operations Manager

Pooler, GA
January 30, 2024

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Roger F. Miguel

*** ********* **, ********, ** 31407




Senior Manager or Executive with extensive experience in senior management functions in a wide variety of disciplines and service industries serving Fortune 500 clients both domestically and internationally.

Director of IT skilled in business and information technology, outsourcing with industry leaders.

Expertise in insurance, finance, manufacturing, and healthcare industries and has achieved CMMI level 3 certification with multiple business units and various ISO certifications.

Well-versed in all aspects of strategic business and able to work in a multicultural environment.

Excellent team building skills, with ability to optimize productivity.

Strong decision-making skills, judgment, and outstanding initiative. Exceptional skill when working under high pressure. Extremely focused and motivated to achieve objectives in a demanding environment that promotes teamwork.

Continuous process improvement through CMMI and Lean Six Sigma methodologies.

Experienced in solar and home security sales, both in-home and virtual (via video conferencing) KEY COMPETENCIES

AP / AR Audits Budgeting Expense Control Payroll Change Management Consulting International Business Contract Management Conflict Resolution Project Management Restructuring Integrity Strategic Planning KPI Talent Management Performance Management Conflict Resolution Technical Writing Deployment / Migrations Business Development Account / Territory Management Client Relations Sales Cycle Management Negotiations Market Analysis Presentations Product Marketing Customer Service Social Media Public Relations IT Strategy Ecommerce Outsourcing QC / QA Vendor Relations Cost Reduction Operations Management Risk Management P&L Management Continuous Process Improvement RECENT PROFESSIONAL EXPERIENCE

Safe Haven Security Savannah, Georgia 9/2022 to present Relocation Manager

Responsible for designing and selling custom home security systems to new homeowners in the assigned territory. Pink Energy (formerly PowerHome Solar) Savannah, Georgia 10/2021 to 9/2022 Field Energy Consultant / Senior Account Manager

Performed in-home Solar System Sales which included site survey, qualifying home, sales presentation, deal closure, financing and writing sales contract. After 5 months was promoted to Senior Account Manager working virtually closing sales for Solar Energy Consultants in the field.

Rodexi Exteriors, LLC Savannah, Georgia 02/2018 to present President

Rodexi Exteriors is a construction company focused on residential and commercial construction in the Savannah GA and Bluffton SC area. The primary focus was the installation of fiber cement siding on high end custom homes Served as owner and operator of start-up company that went on to build the exterior layer of nearly 200 homes in 30 months.

Spotlighted Achievements:

Created a company that within a couple of years built a solid reputation for delivering outstanding quality and excellent customer service. In the first two years of operation, we doubled our revenue every quarter. Resume

FONU2 / Moon River Studios, Inc. Savannah, Georgia 1/2013 to 2/2018 President

FONU2 is a social commerce and film production company involved in a public / private sector partnership to develop the motion picture industry in coastal Georgia.

Served as President and CEO directing all aspects of the public corporation. Spotlighted Achievements:

When local county government declined to fulfill their obligation to develop road and utility infrastructure required to develop a film studio complex, project delays left the company in a dire financial crisis. I turned focus from developing a film studio factory to the production of films. Moon River produced two movies in 2016;

“Mara” (staring Olga Kurylenko and Javier Botet), and “Coup d’Etat” (staring Katie Holmes and Michael Caine). Xerox Business Services Dallas, Texas 6/2010 to 12/2012 Vice President of ITO Sales Pursuit Management

Xerox is a global leader in technical innovation, office equipment and office technology services. Directed all aspects of the ITO sales pursuit process throughout the sales life cycle (deal qualification through contract signing). Team consisted of sales pursuit managers responsible for planning and managing each sales pursuit and ensuring RFP compliance, proposal quality, and obtaining all levels of internal deal approvals as well as a supporting team of proposal writers and editors. Objective was to increase the overall effectiveness and skill level of the sales pursuit team, improve the sales pursuit process in order to increase the Xerox ITO sales success rate. Achievements:

ITO Division had averaged $500 million in sales the prior two years. I instituted a deal review and approval process that assured that they focused efforts on deals with high probability of success. In 2011, ITO had almost

$3 billion in sales, including four deals that exceeded $500 million.

Xerox won $800 million ITO Services and Desktop Support contract with a global healthcare company. The agreement called for consolidation of over 100 service centers word-wide into four global centers in USA, Brazil, Poland and Philippines, involving the hiring and training close to 1,000 new employees at these service centers. I was appointed as VP in charge of the Project Management Office and Governance. Transition and Transformation Projects were completed on time and on schedule.

Computer Sciences Corporation (CSC). Falls Church, Virginia 2/1998 to 6/2010 Varied Management Positions up to Director

CSC ranked among the leading IT service providers in the world. Held several positions of increasing responsibility ranging from Senior Manager responsible for all application services for a single client, to Regional Manager managing multiple client engagements, to Regional Service Center Director accountable for client engagements in southeast US, serving over 25 clients with more than 900 employees and operating budget more than $100 million.


CSC Southeast Application Services Center was ranked 7th among seven service centers worldwide when I was appointed Director of CSC Southeast Application Services Center. I had a mandate to improve client relationships, improve Balance Scorecard rating to “B”, and achieve CMMI level 3. Within 12 months, I mended relationships with all major clients (Nortel, DuPont, Gulfstream, General Dynamics), reduced costs, renegotiated contracts, improved performance and profitability. Within 9 months the center was certified as CMMI level 3. On the 12th month, achieved top ranking worldwide and were consistently ranked 1 or 2 thereafter.

CSC signed largest Applications Services Outsourcing deal in history (at the time) with Zurich Financial Services Group. The contract had very challenging SLA's, and KPI's with severe financial penalties. Six months into the contract CSC was failing multiple SLA's and at risk for a $70 million penalty on the productivity SLA. Action: I was appointed SLA and Process Improvement Manager to ensure that CSC achieved SLA and did not incur penalties. Launched major process improvement initiative worldwide, which included major training programs for employees, implemented CSC best practices for project management, project scorecards, project reviews. Results: CSC met or exceeded all SLA's and avoided paying performance penalties. Productivity improved from 10.2 to 7.0 hours per function point. Quality improvements were realized with a 40% drop in defect density. The account had a sharp increase in profitability.



Bachelor of Arts in Commerce and Economics (Business Administration) University of Toronto, Toronto, Canada


Microsoft Office Suite


Fellow of Life Management Institute (FLMI)

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