Manager Employee Relations

ERROL NOEL

Headline: A dynamic and accomplished VP of Operations with vast work experience and a proven track record.

SUMMARY

(2000 characters, including spaces)

“The secret of success is to do the common thing uncommonly well.” - John D. Rockefeller, Jr.

I am a versatile and results-oriented professional with an extensive hands-on approach and knowledge acquired from top Fortune 100 companies with broad business acumen, leading global customer support/call centers in the development, documenting, and demonstrating, delivering, and delighting customers while understanding stakeholder requirements. I have an illustrated history of problem-solving and business optimization.

I possess several years of customer service experience in various senior capacities that include Technical Service & Support, Program and Project/Engineering Management and Pre/Post sales. I have exceptional product and project management skills resulting in improved customer experience, process improvements, lower costs, and increased team productivity. I can foster a team culture that is aligned with the company's values and focused on delivering performance as a cohesive unit.

I have excellent Client and Customer Relationship Management skills and recognized as out of the box thinker who develops innovative ideas for solving everyday problems more efficiently. I have outstanding verbal and written communication skills with excellent interpersonal and organizational skills to communicate and operate in a fast-paced and challenging environment with multiple departments and the public with a vision to drive the department.

I am an effective team leader with active coaching, training, and mentoring skills, multi-tasking capacity to work independently and in a team, and the flexibility to meet shifting goals and tight deadlines. I am assured that my commitment to dealing with various roles and activities under high-pressure situations & tight deadlines would yield impeccable results.

Areas of Expertise:

Outstanding Communication Skills

Interpersonal Skills

Process Improvement

Product Development

Field Service

Negotiating

Mediation

Problem-Solving Skills

Presentation Skills

Conflict Management Skills

Business Operations Organization

Employee Relations

Leadership Skills

Expertise in MS Office, Visio, Business Objects and Computer Hardware & Software

EXPERIENCE

Sr. Branch Service Manager

KONICA MINOLTA San Bernardino, CA (Jul 2015-Present)

I am responsible for the management of Major Accounts assigned to the branch, ensuring the generation of revenue and profit consistent with assigned objectives, guidelines, and pricing policies. Responsible for 19 direct reports ensuring their professional development, directions, policies, practices, & provide protocols are followed. I maintain efficient workflow by holding direct reports accountable for the quality and efficiency of their work in conjunction with all HR policies. Hired, trained, and maintained technical staff's training, development, and performance utilizing their metrics. Assess organizational improvements by developing/analyzing BW reports and metrics, track performance, and goal achievement for staffing and training need to best support Konica Minolta. The branch was at an 80-90% average quarter over quarter for service core metrics measured on a national basis. From 2016-2020, it increased that number for an average of 104% quarter over quarter for the last 4 years.

Director of Operations

CAP60 (INDEPENDENT CONTRACTOR) Encino, California (Mar 2014-Jul 2015)

I have led the Company's web-based Software Development, Sustaining, and Support teams. Evaluate/Customize existing process, procedures- 13 direct reports– Managers/independent contractors. Monitor and report milestone status/achievements and implement changes as appropriate. Support - manage technical, training (online/onsite webinars) setup, ticketing system, reporting. Software Test & QA - responsible for testing and facilitation of software rollouts/upgrades, release management, client communication. Directs activities across the support team engaged in controlling, scheduling, and delivering quality client support for Govt. Funded programs include health care, rehabilitation, community services, youth program management, case management, etc. across the country.

Technical Service & Support Director

NUWORLD BUSINESS SYSTEMS/YOUNG SYSTEMS CORPORATION Cerritos, California (Sep 2013-Jan 2014)

I have managed Service Department Staff and Operations, HR– Team Retention/Hiring & Development, P&L, Operations & Business Growth Strategy, and Dispatching, Contracts Administration & Maintenance Agreements. I have also managed Dealer Channel Support, Supply Chain (Supplies Fulfillment), and Purchasing and responsible for IT Technical Support, National & Local Technical Support to Customers. Led the Sourcing and Development of Customer/Vendor Relationship.

Business Consultant

N RICOH USA Woodland Hills, California (May 2013-Sep 2013)

I have developed new business opportunities and maintain relationships with all key decision-makers in the marketplace selling/marketing IT Solutions, Software & Imaging Solutions, etc. Developed and managed relationships with customers through prospecting and networking and conducted cold-calls and ‘C” level F2F meetings with prospective customers to meet or exceed sales quota each quarter.

Sr. Regional Account Executive (Feb 2012-Apr 2013)

CHQS – COPIER HEADQUARTERS (XEROX SUPPLIER) Westlake Village, California

I managed the Market Managed Print Service program by executing tactical and strategic processes by ASSESSING, DESIGNING, IMPLEMENTING, and MANAGING customer’s business environment. I was responsible for the execution of customers' contracts (major universities, SMB, hospitals, schools, etc.) and negotiation strategies, pricing, terms and conditions, and contractual flow-down through the organizations. Demonstrated experience with VOC, VOP, and VOE. Established and negotiated pricing strategies by SOW and SLA for product, market, and by customer.

Consultant (Jan 2011-Dec 2011)

CHQS – COPIER HEADQUARTERS (XEROX SUPPLIER) Westlake Village, California

I have developed customized business plans and interfaced with the SBA (Small Business Administration) on behalf of clients. I have created a company website to improve the market viability for a business with no web presence, to include social media, and to manage a team of WFR (workforce reduction) transitional employees developing best practices, leveraging SMEs (Subject Matter Experts), and accountability practices for increased results.

North America Channel Service Segment/Delivery Manager

HEWLETT PACKARD Boise, Idaho (Jun 2007-Dec 2010)

I have led and developed full lifecycle product support and solution portfolio for the US Enterprise Channel Partners for the Edgeline Inkjet Technology (CM8060/8050) program, a $1.4B project and orchestrated and found resolution across different processes and cycles critical to successful conformance to pricing strategies, end-to-end service delivery, and sales-readiness. I have provided program updates (Program Status Report - Green/Yellow/Red) of the current situation relating to contractual milestones and problem/high-risk areas. Provided updates to the business units as well as divisional and group levels – up to VPS. I was responsible for critical activities related to all Channel Strategy Programs within HP Enterprise Technical Solutions (TS) organization (Concept, Design, Development, Deployment, and Support) Nationwide Training of both new and existing Software and Hardware. I have reduced Technical Escalation Process by 55% amongst cross-functional teams.

Category Manager

HEWLETT PACKARD Boise, Idaho (Jan 2007-Jun 2007)

I have executed defined business plans and detailed promotional programs, merged service, solution strategies, and implementation of the Edgeline Inkjet Technology (CM8060/8050) program. I was selected to build and deliver training packages to various functional groups such as Sales, Marketing, Finance, and Service Operations as well as interacted with leadership up through the VP Level. Drove launch strategy and execution with marketing and field. Develop, track, update, and manage the program schedules and deliverables. Work with delivery/product teams to ensure business team requirements are met (understood and supported) to manage support

Tech Marketing Engineer/Program Manager (Sep 2003-Dec 2006)

HEWLETT PACKARD Boise, Idaho (Sep 2003-Dec 2010)

I have managed and monitored the achievement of LaserJet programs. Responsible for the mission, vision, and goals, aligning the business and operational objectives, and report/demonstrate progress to Sr. Management. Managed escalations from Tier 1 thru Tier 3 and communicated service/support-related information to the field that involved finding root cause/solutions, analysis, white papers, and service advisories. Conducted reporting and analysis on program performance, including identifying business drivers and opportunities for improvement

Program Manager (Strategic Improvement Group)

CISCO SYSTEMS San Jose, California (Mar 2000-Jun 2001)

I have implemented tactical and strategic programs by defining, developing, and delivering effective cost return solutions for US Service Provider Sales and Customer Service (providing metrics/ charts, etc. for definition). A $274M savings in FY2000 by reducing warranty returns and data entry errors. Generated weekly metrics (importing/exporting data - charts, reports, etc. from different warehouses) to report progress and risk assessment and quarterly operation reviews to CFO. I have led cross-functional teams involving IT, TAC, Manufacturing, Sales, Finance, and QA to create a strategic vision that translated into effective programs and organized projects in terms of resources, objectives, planning, interface, and deliverables.

Manager, Current Products Field Support Engineers (FSE)

FUJITSU COMPUTER PRODUCTS San Jose, California (Jan 1999-Mar 2000)

I have managed the US Product Support Engineering Operations for the Imaging Products Group within the Internet Sales and Distribution organization. Developed, tested, and delivered S/W. Designed and implemented a web-based, time-driven escalation process, enabling OEM customers, field service engineers, and sales and marketing groups to escalate technical issues. I have worked with multi-channel environments (OEM, Disty, and VAR) and performed and analyzed product performance to meet or exceed deliverables. I have reduced the resolution cycle time by 50% within the escalation process.

Manager, Product Development & Field Support Engineers (Jan 1992-Dec 1998)

Lead Engineer, Field/Product Support (Mar 1987-Dec 1991)

Lead Engineer, Field Service (FSE) (Jan 1980-Mar 1987)

XEROX CORPORATION El Segundo, California (Jan 1980-Dec 1998)

I have managed teams of professionals (Managers & employees) responsible for products to meet market share goals, new product development, field product support (FSE) on a WW basis, and launch of high-end systems. I managed Product Life cycle from concept to EOL (end of life) by collaborating with Sales and Marketing, Hardware Engineering, Technical Support, Supply Chain, Software Development, and World Wide Operating companies. Directed the implementation of the Configuration Management/ Change Control Board process that maintained and tracked engineering/service deliverables during the development, testing, and implementation phases. I have reduced the time to make changes within the Build Authorization/Change Request process by 66%.

PROFESSIONAL DEVELOPMENT & CREDENTIALS

Education

MBA (Master in Business Administration), Corllins University

BBM (Bachelors in Business Management), Corllins University

Marshall School of Business, Executive Management, University of Southern California (USC)

AAS in Technology, Bromley College of Technology (UK)

Key Attributes

Certified ISO 9000 Auditor

Certified Project Management Institute (PMI)

Six Sigma - Certified Green Belt

Certified CNE (Cisco networking Essentials)

SAP, Salesforce

ITIL

Product Development & Process Improvement Specialist – making TCO and ROI a priority.

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