Owen Shribman

Westminster, CA *****

Phone: 714-***-**** E-Mail: adhbes@r.postjobfree.com

https://www.linkedin.com/in/owenshribman/

Director / Vice President / Senior VP / Operations / Support

A resourceful, energentic, savvy business leader with robust experience building and leading successful global organizations.

Expert in Customer Service and Support Operations, Client Success, Customer Relationship Management, Cross-functional Team Leadership, International Team Management, Business Intelligence, Cloud Computing (SaaS), NOC/SOC, M&A, P&L.

Articulate communicator with exceptional interpersonal skills. Loves getting in front of customers. Actively listens and uses creative problem solving while partnering with customers to tackle their most pressing problems.

Enjoys training, mentoring and motivating individuals and teams. Highly skilled in building teams into a high caliber workforce, laser focused on delivering superior customer experiences.

Recognized for successfully building and leading global support organizations through complicated business issues to deliver incremental improvements, driving to better outcomes. Forward thinking and proficient in productively exploring tooling and processes to evolve support offerings, further increasing customer value. Adept at fostering a culture of partnership rather than simply being a vendor to customers.

Key successes:

Increased effectiveness 60% through unifying systems and consolidatiing to one support process.

Decreased the resolution time of critical issues 43%, which led to an increase in renewals by 17% by developing case analytics to identify trends and problems earlier.

Amplified accuracy of P&L by 24% by implementing more efficient process, tools and analytics.

Increased revenue 36% through building up to and maintaining 95% average renewal rate across 15 products.

Increased profitability through better vendor management of offshore contractors and suppliers.

PROFESSIONAL EXPERIENCE

TSO Consulting Group - Westminster, California (2019 – Present)

Head of Global Operations

TSO Consulting Group offers a wide range of consulting services and the necessary tools and expertise to grow your business.

Accountable for positioning operational units to be a source of competitive advantage and capable of delivering on our long-term strategy.

Directly responsible for company-wide global operations, including Sales, Consulting Services, Support Operations, Human Resources, Finance, and IT.

Led a team of four directors, managers, and a global team of 15.

Improved operational performance by +5% QoQ by implementing and measuring comprehensive OKRs.

Drove incremental data-driven improvements to business operations and processes based on program analytics.

Established policies that promote company culture and vision.

Led initiatives to increase global cross-collaboration with sales, project management, and services.

Increased P&L accuracy 24% through implementing efficient processes, tools, and analytics.

Enhanced operational control of third-party relationships by streamed lined vendor management process.

Ensured customer requirements are consistently understood and met, with a priority for on-time delivery and quality.

Rogue Wave Software Inc. - Louisville, Colorado (2017 – 2019)

VP – Global Support Operations

Rogue Wave Software provides cross-platform software development tools and embedded components for parallel, data-intensive, and other high-performance computing applications.

Led a team of seven directors and managers and a global team of 85, including a group of technical software enterprise architects, engineering teams, and consultants over 16 product lines.

Increased org effectiveness 60% by consolidating to one support process, unifying systems, and driving to a clear vision.

Improved customer satisfaction scores 37% by identifying and closing communication gaps, improving product quality.

Decreased the resolution time of critical issues 43%, which led to an increase in renewals by 17% by developing case analytics to identify trends and problems earlier.

Increased PS group utilization 27% by driving cross-organizational collaboration with sales and marketing, improving process.

Drove strategic decisions on product direction by utilizing data-driven analysis and forming Customer 3600 Functional Group.

Improved operational insight by building out 24/7 global support operations using existing resources.

Increased sales opportunities 22% by analyzing sales, support, and implementation data to drive change with Leadership.

Improved response times to customers 62% by implementing automation and alert processes.

Improved the quality of product designs by introducing the voice of the customer and journey mapping initiatives.

Led due diligence, integration, and consolidation efforts for mergers and acquisitions as part of the M&A Team.

Drove an 36% increase in revenue by building up to and maintaining a 95% average renewal rate across 15 products.

Increased the profitability of the organization by better vendor management of offshore contractors and suppliers.

TSO Consulting Group - Westminster, California (2016 – 2017)

Lead Consultant

TSO Consulting Group offers a wide range of consulting services and the necessary tools and expertise to grow your business.

Sucessfully assited clients in process improvement and development, implementation of tools and analytics, and building diverse cross-functional collaborative teams.

Spireon, Inc. - Irvine, California (2014 – 2016)

Director - Support Service, Network & Security Operation Center (NOC/SOC)

Spireon, Inc. is North America's leading connected vehicle intelligence company, providing businesses and consumers with powerful insights to track, manage, and protect their most valuable mobile assets.

Led three functional departments with eight direct reports and over 15 personnel. Supervised operation managers and functional service and support leaders, including network operations (NOC) and security operations (SOC).

Developed and managed new reporting processes on key performance indicators, profit and loss (P&L), compliance, and service level objectives (SLO) for the executive management team.

Improved insight into product issues through the development and delivery of new issue module.

Reduced time to incident resolution 8% by implementing new case management process.

Improved IT application support 5% by developing a new strategic monitoring process.

Improved efficiency and productivity across the organization by implementing a new incident management process and tools.

Reduced time to resolve critical issues 50% by establishing a new functional Incident Management Team.

Decreased the resolution time of critical issues 8% through developing case analytics to identify trends and issues.

Improved proactive monitoring and resolution of network issues by implementing third party 24x7 monitoring solutions.

IBM RATIONAL - Costa Mesa, California (2009 – 2014)

Business Unit Leader

IBM Rational provides a full range of offerings to ensure software and systems delivery success through practical, reliable, and extensible components.

Managed the global organization with six direct reports and over 1,200-person organization.

Supervised operation managers and functional leaders, client relations, and operational functions, such as creating new key performance indicators, profit and loss (P&L), service level objectives (SLO), analytic reporting to senior executive management, and process / procedure compliance.

Drove initiative to improve executive insight on client issues, success, license usage patterns, and chargeback issues by implementing new data models and reporting tools.

Improved customer satisfaction scores 3% and increased renewal rates up to 33% by driving cross-unit initiatives for better scenario testing, improved documentation, and clearer enablement of deployed solutions.

Improved perceived quality scores up to 5% by giving a voice to support concerns around integrated solutions and ensuring quality in the cross-functional development process before both commitment and release.

Decreased reported customer issues up to 1.5% by shifting internal big data analytics to focus on integrated solution issues rather than singular point products.

Drove negotiations of requirements, Terms and Conditions (T&C), and Service Level Agreements (SLA) for Call Center (CC) and Customer Relation Management (CRM) tools.

Increased overall margins 3% by improving product and service offerings through client-centric analytic reports focusing on top customer concerns, deployment patterns, successful vs. unsuccessful customer comparisons, and actual vs. perceived cost analyses.

Program Director (2007 – 2009)

Led the organization with four direct reports and over 40 personnel.

Grew an industry-leading offering that was 80% proactive consulting and 20% reactive problem-solving.

Supervised client relations and operational functions, such as policies, terms and conditions, service level objectives (SLO), profit and loss (P&L), personnel education and career progression, and analytic reporting to senior and executive management.

RELATED EMPLOYMENT DETAILS

SCA, Inc. (501c3 International Organization) - Pro bono, Westminster, California 2000 – Present

Regional Director – IT Infrastructure (2018 – Present)

Corporate Controller (2010 – 2012)

Regional Vice-President of Operations (2000 – 2004)

EDUCATION

Bachelor of Science; Business Management

University of Phoenix, Costa Mesa, California

Technical Skills: Microsoft Dynamics CRM, NetSuite CRM, Salesforce CRM, JIRA, Asana, Zendesk, Chatbots, Artificial Intelligence, Machine Learning, Confluense, Relational Databases, Kepner-Tregoe (KT), Knowledge Centric Support (KCS), Automatic Call Distributor (ACD), Web Foundation Tools, Content Management, VoIP, ITAR, Scope of Work (SOW). Amazon Web Services (AWS), Google Cloud Platform (GCP), Open Source Products, Remote collaboration tools, Google Meets, Zoom, GoTo Meeting, MS Teams, JamBoard, Slack, Discord Resource Guru, Mavenlink.

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