Vice President/Director Of Customer Support- Software
Resume:
KIM SANDERS
**** ******** *****, *******, ******* 30075
**************@*****.***
http://www.linkedin.com/in/kimsanders3
VP OR DIRECTOR OF CUSTOMER SUPPORT
QUALIFICATIONS PROFILE
Technically sophisticated, accomplished, and competent senior executive, equipped with broad-based years of extensive customer service, professional services, project management, information technology, and business development experience. Possess stellar reputation in providing state-of-the-art technology and comprehensive solution services to support business IT challenges. Commended as an empowering leader adept at developing strategic and tactical business plans and metrics to enhance and redevelop businesses. Proven ability to interact with customers to resolve issues and concerns resulting in total customer satisfaction. Recognized for consistent success in developing the systems, processes, and procedures to streamline corporate operations, increase revenue, and enhance profit performance.
CORE STRENGTHS
- Customer Needs Assessment and Support
- Customer Relationships, Satisfaction, and Retention
- New Business Development
- Risk, Change and Crisis Intervention and Management
- Continuous Process and Performance Improvement
- Project Management and Operations
- Superior Presentation and Negotiation Skills
- Critical Metrics and Key Performance Indicators (KPIs)
- Leadership, Training, and Team Building
- Multitasking in Fast-Paced Environments
EMPLOYMENT HISTORY
NUBRIDGES, INC ~ 2005–PRESENT
Senior Director Customer Services, Atlanta, GA 2008–Present
Direct and coordinate daily operational aspects of customer service for nuBridges’ entire multi-platform product line for data encryption, connectivity, and the VAN Network. Retain a customer-centric mindset monitoring and reporting to key stakeholders the department’s progress on critical metrics, key performance indicators and product issues.
Notable Achievements:
- Administered innovative solutions to assessed product and service delivery challenges, increasing customer satisfaction from 83% to 98%
- Expedited call response times, reduced call abandonment rates and decreased average case age from 20 to 3.4 days
- Facilitate technical and soft-skills training developing employees, increasing profit margins, and achieving the maximum level of potential in providing exceptional service to customers
- Conceptualized and implemented two CRM systems utilized cross-departmentally; documented and reinforced standards of practice for customer service
- Coached staff on probing questions generating 250 sales leads annually resulting in $150-$200K annual revenue
- Redesigned and reengineered the Customer Service department knowledgebase and tools in SharePoint
- Enlisted in the President’s Club in 2008 and received the Outstanding Contributor/Leader Award for Q1 2008
Senior Director Technical Services, Dallas, TX 2006–2008
Applied dynamic leadership talents in all aspects of pre and post-sales customer service for nuBridges’ Windows, UNIX, and Linux products for connectivity and encryption. Presided over all phases of consulting service delivery, including service definitions, pricing, contracts, reproducible templates, schedules, reporting and revenue tracking. Primarily held responsible for managing the remote Dallas Office including its relocation from Addison.
Notable Achievements:
- Played a vital role in developing customer service maintenance and service level agreements
- Improved customer satisfaction ratings from 79% to 91%
- Handled the start-up of professional services for all nuBridges encryption and connectivity products
- Skyrocketed the professional services business from start-up to $2.2M in 2 years
- Drove all efforts to develop the 2006 Corporate Business Plan, which was utilized for the nuBridges acquisition
- Served as an integral contributor in transitioning all Customer Service, Consulting Services, IT, Product Management, and Documentation personnel, systems, and processes from iSoft to nuBridges
- Honored as an Outstanding Contributor and obtained the Leader Awards in Q4 2006 for displaying exemplary performance during acquisition in Q1 2007
Executive Vice President, Technical Services and Product Management–iSoft, Dallas, TX 2005–2006
Displayed unsurpassed expertise in managing all aspects of pre- and post-sale customer service for iSoft’s entire product line focusing on building knowledgebase, call reduction and reduced time to resolution. Carried out the start-up of professional services for iSoft’s products: sizing, selling, and ensuring that the Consulting Services team delivered quality solution services. Identified key requirements and deliverables contained in each project or release.
Notable Achievements:
- Led all initiatives in developing project management tools for the start-up consulting business
- Pivotal in ensuring that the Development, QA, and Documentation teams delivered quality products and releases to customers as set forth in product plans
DMB CONSULTING SERVICES ~ 2002-2005
Executive Director, Dallas, TX 2002–2005
Provided expert oversight in building the company from ground up; handled all planning, staffing, systems and processes to fulfill the requirements of the large outsourcing contract with Visa USA maintaining their Open File Delivery Gateway. Presided over and was ultimately responsible for all phases of the outsourcing delivery – Requirements Definition, Project Planning, Analysis, Design, Build, Test, Deploy, Document, and Train. Directed all Development, Testing, Customer Support and Customer Implementations for the later acquired secure connectivity DataExpress product.
Notable Achievements:
- Constructed methodologies and reproducible templates, tools and process for the start-up outsourcing business - Project Plans and Pricing, Analysis and Design documents, Testing plans, Turnover documents and Training materials.
- Spearheaded a team of new hires and performed all management functions related to planning, resource management and scheduling, progress tracking and reporting, risk and change management, and was pivotal in ensuring the overall success of the 3-year, $9M Visa outsourcing projects and their objectives
- Strengthened the success of the DataExpress business by formalizing the product plans, closely managing the development activities, developing QA test plans, generating $1M in revenue via customer implementations and reducing Support call volumes and time to resolution via key metrics
- Conceptualized and developed multiple CRM systems
COOLLOGIC, INC. ~ 2000-2002
Vice President, Customer and Technical Services, Dallas, TX 2000–2002
Rendered strategic direction building the company from ground up; planning, infrastructure, staff, and systems to port the company’s embedded Linux to new Internet Access Devices and Residential Gateways. Orchestrated expertise in managing all Development, Product Management, Operations, and Customer Support activities and personnel.
Notable Achievements:
- Presided over all projects ranging from newly developed platforms to custom branded portals from the standpoint of requirements definition, build, test, deploy and support
- Established long-term quality relationships and secured contracts with various hardware OEMs and worldwide transporters, coordinating timelines and logistics for meeting customer’s product delivery needs
- Presided over the selection and configuration of the Sage MAS90 ERP tracking system and designed hardware resource planning and formal support and Return Material Authorization (RMA) procedures.
- Worked on the ASP network server offering proprietary software re-flash services
- Authored the product Hardware/Software User Guides and Help Screens
STERLING COMMERCE / STERLING SOFTWARE / SYSTEMS CENTER / VM SOFTWARE ~ 1988–2000
DIRECTOR, E-BUSINESS SOFTWARE SERVICE SOLUTIONS–STERLING COMMERCE MSD, DALLAS, TX 1998–2000
Displayed unparalleled finesse in managing all aspects of the CONNECT and GENTRAN EDI translation consulting business, presiding over all aspects of service delivery and tracking, performed by 150 consultants/managers nationwide.
Notable Achievements:
- Greatly surpassed professional services revenue quota every year with Sterling; achieved target of $33M during final year
- Energized and motivated employees improving GENTRAN employee retention average from 6 to 15 months
- Inducted to President’s Club in 1998 and 1999
DIRECTOR, CONNECT CONSULTING SERVICES–STERLING COMMERCE MSD, DALLAS, TX 1996–1998
Incented personnel and managed the CONNECT consulting business, presiding over all aspects of service sales and delivery nationwide.
Notable Achievements:
- Consistently increased professional service revenue to $5.2M and retained 40% profit
- Launched Sales, Management and Administrative staff and all associated process and templates for selling, forecasting, scheduling, delivering and reporting on all consulting services
- Honored in the President’s Club in 1996 and 1997
DIRECTOR, CUSTOMER SERVICES–STERLING COMMERCE CSD, DALLAS, TX 1993–1996
Demonstrated leadership and proficiency in merging and managing the large Systems Center and Sterling Software Customer Support and pre-sales Technical Support teams for the CONNECT connectivity products. Established a stellar CONNECT consulting business, governing all planning, tools and processes and presiding over all aspects of service delivery nationwide.
Notable Achievements:
- Authored and executed on the Sterling Software/Systems Center acquisition plan for the Customer Support Department resulting in staff realignment, boosted morale, smooth operations and no customer impact
- Conceptualized and migrated to a new CRM system
- Generated $500K during the Consulting Services first year of tenure and just under $2M the following year, aiding our CSD Division in achieving “Division of the Year”
- Recognized as the “Employee of the Year” in 1994 and “Employee of the Quarter” in Q4 1993
- Formally introduced in the President’s Club in 1994 and 1995
NATIONAL MANAGER, CUSTOMER SUPPORT–STERLING SOFTWARE, SACRAMENTO, CA 1992–1993
Coordinated and managed the daily operational aspects of Customer Support for Sterling’s connectivity product suite.
MANAGER, WESTERN REGION SYSTEM ENGINEERS–SYSTEMS CENTER, SAN MATEO, CA 1990–1992
LEAD TECHNICAL SALES SUPPORT REPRESENTATIVE–VM SOFTWARE/SYSTEMS CENTER, RESTON, VA 1988–1990
PRIOR WORK EXPERIENCE
BOEING COMPUTER SERVICES
SENIOR MVS/VM SYSTEMS PROGRAMMER, RICHLAND, WA
RAYTHEON COMPANY, ELECTROMAGNETIC SYSTEMS DIVISION
VM AND PC SYSTEMS PROGRAMMER, SANTA BARBARA, CA
UNIVERSITY OF CALIFORNIA
SUPERVISOR, COMPUTER OPERATIONS, SANTA BARBARA, CA
EDUCATION
BACHELOR OF ARTS IN COMPUTER SCIENCE / STATISTICS
~ University of California, Santa Barbara, CA
PROFESSIONAL TRAINING
Attended several courses on various topics on Management, Sales Training, Services Marketing, Customer Support, and technical topics relating to previous jobs
PROFESSIONAL AFFILIATIONS
- Member, Software Support Professionals Association (SSPA) - Member, Technology Association of Georgia (TAG)
- Member, Technology Services Industry Association (TSIA) - Member, Women In Technology International (WITI)
SECURITY DATA
Held Top Secret clearance with DOE and Secret Clearance with DOD
ACTIVITIES
Long Term Planning Board Member and Sponsorship Committee Chair, Atlanta Rowing Club
Secretary, Atlanta Chapter, American Cruisers Motorcycle Club
TECHNICAL PROFICIENCY
OPERATING SYSTEMS: IBM Mainframes, Windows, UNIX, Linux, Tandem, AS400, and Macintosh
SOFTWARE: Microsoft Office Suite: Word, Excel, Outlook, PowerPoint, Project, Visio; CRMs; connectivity protocols; encryption methods
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