Customer Service Project Manager

Tom Geisler

**** ****** ***** *****: ***********@*****.***

Pleasanton, CA 94566 Mobile: 925-***-****

SUMMARY

• Successful Project Management and Customer Service Professional with over 20 years of experience in improving customer satisfaction through building, leading, and developing customer-facing teams (project/program management, call center, on-site service/installation, technical training, RMA/logistics, service sales, and partner management).

• Proven ability to establish customer rapport and work effectively with internal and external customers at all levels.

• Demonstrated competency in resolving technical and business issues, adapting to new technology, leading by example, and ushering in change.

• Certified Project Management Professional (PMP)

PROFESSIONAL EXPERIENCE

Varian Medical Systems, Incorporated 11/2005 – 4/2012

Medical Device Manufacturer located in Palo Alto, California

Senior Manager, Site Solutions Services -- Project Management

Directed the Latin and North America project management organization of 33, which encompassed 4 regional managers with an overall budget of $7.5M. Software and hardware implementation projects comprised of Varian’s full suite of products (oncology information systems, linear accelerators, and ancillary products). Presented quarterly organizational performance to executive management.

• Accelerated revenue recognition by implementing processes that resulted in more accurate and predictable forecasts.

• Integrated newly acquired business acquisitions/entities into existing corporate business structure.

• Surpassed productivity goals by implementing tools that resulted in improved customer site readiness by 300%, and reduced installation cycle-time by 20% in its first year.

• Exceeded quality and customer satisfaction goals by 10% through continuous process improvements.

• Increased workflow efficiency and cross-functional communication, while reducing resource time by 5%, by providing project visibility through web-based productivity tools to all internal stakeholders.

• Directed and adopted project management processes to meet ISO-9000 standards.

Bytemobile Incorporated 5/2005 -- 11/2005

Mobile Data Optimization Software Provider located in Mountain View, California

CRM Migration and Process Improvement Consultant

Migrated all customer service-related business processes to a new enterprise/customer relationship management system on a worldwide basis. Implemented service delivery process improvements, consolidated data, and created business rules.

• Reduced infrastructure operating costs 50% by replacing separate CRM and knowledge base systems with a consolidated system that included sales force automation.

Verilink Corporation (formerly Larscom Incorporated) 9/2002 -- 4/2005

Network Access Equipment Manufacturer located in Newark, California

Director, Global Customer Service and Quality Assurance

Managed Verilink’s Service organization, which was comprised of the Technical Assistance Center (TAC), Training, Field Engineering, Logistics, and 3rd-party contractors. Provided accurate service metrics and streamlined existing processes. Maintained corporate ISO9001-2000 certification and implemented company-wide best practices.

• Created Service programs that increased revenue by 260% in two years.

• Deployed an integrated web-based knowledge management and CRM system that reduced live technical support interaction by 25% in the first year of use.

• Expanded company’s international service territory by forming strategic partnerships with 3rd-party service providers in North America, South America, and EMEA.

Repeater Technologies Incorporated 1/2000 -- 9/2002

Wireless (CDMA Network Repeaters) Manufacturer located in Sunnyvale, California

Manager, Project Management and Customer Service Operations

Managed worldwide Installations, Technical Support, and Repair groups. Analyzed cost and resource allocation for all technical, field, and repair activities. Tracked billing and forecasted revenue for all design, service, deployment, and repair-related activities.

• Developed and launched a new business organization that generated nearly $2M in revenue in its first year, which served Fortune 500 companies.

• Established country-specific service organizations and processes to support international business.

• Led efforts in teaming with Marketing and Engineering to develop, sell, and deliver a customer-specific solution for large, international communications corporations.

• Implemented a CRM solution that provided detailed information such as tracking, billing and reporting on all design, repair and service-related activities.

VTEL Corporation (formerly Compression Labs, Incorporated (CLI)) 10/1994 -- 1/2000

Videoconferencing Manufacturer located in Sunnyvale, California

Regional Lead Project Manager, Installation and Service Operations

Managed strategic accounts that included all construction, network, and contract resources for large-scale videoconferencing and video bridging implementations.

• Led the company’s largest implementation through managing resources in nine countries for a 250-site videoconferencing application for Kinko’s Corporation.

Awards Received:

• Contributor of the Quarter, 1998, 1999

SUN Microsystems Incorporated 5/1994 -- 10/1994

Computer Manufacturer located in Mountain View, California

Program Manager, Strategic Partners Group

Maintained partner relationships, measured program effectiveness, and identified deficiencies in the delivery of services.

• Created value-added service programs for SUN customers, such as disaster recovery solutions, through the use of strategic partners.

Compression Labs Incorporated 7/1990 -- 5/1994

Videoconferencing Manufacturer located in San Jose, California

Customer Service Manager, Western Region 12/1992 - 5/1994

Managed field operations and customer support functions for all product lines, regional on-site service and installation resources, and the Technical Assistance Center (TAC).

• Directed a new product introduction (concept to production), which was brought to market on time, under budget, and per Product Marketing specifications.

• Created a centralized support hotline operation, which reduced customer hold-time and increased customer satisfaction.

Project Manager, Field Service 10/1990 - 12/1992

Allocated service resources, pre-installation planning, weekly/monthly/quarterly reporting.

• Drove engineering, design, and manufacturing process changes that ultimately reduced field failure rates and significantly improved customer product satisfaction.

Field Service Engineer, Field Service 7/1990 - 10/1990

Installed, serviced, maintained, and trained on complex videoconferencing systems.

Cardkey Systems Incorporated 6/1985 -- 7/1990

Computer Manufacturer located in Pleasanton, California

Senior Field Engineer, Field Service

Installed, serviced, and maintained Cardkey/DEC computers and peripherals. Developed and delivered software application training courses.

• Represented the company in its first deployment in the People’s Republic of China.

GTE Sprint Communications Corporation 6/1984 -- 6/1985

Communications Provider located in Burlingame, California

Microwave Systems Design Engineer, Long Haul Microwave Engineering

Generated engineering drawings and installation specifications and created detailed microwave radio and antenna installation/cut-over specifications.

EDUCATION and CERTIFICATIONS

Bachelor of Science (cum laude), Organizational Behavior 1998

University of San Francisco, San Francisco, California

Project Management Professional (PMP) Certification 2008

Project Management Institute (PMI), Newtown Square, Pennsylvania

Leadership Boot Camp 2011

Academy Leadership, Austin, Texas

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