Management Customer Service

HARVEY HUGHES

**** ***** *** **** ****, UTAH

801-***-**** ********@*****.***

SUMMARY

Customer Care Executive with a proven track record of managing and improving global call center operations. I am looking for my next adventure as a Director of Call Center Operations.

AREAS OF EXPERTISE

• Metrics & WFM forecasting • Project, Product, & Program mgmt

• Full SDLC experience (Agile) • 5 ITIL & Six Sigma Implementations

• Cloud & SaaS specialist • SLA & OLA Compliance

PROFESSIONAL EXPERIENCE

Beyond Oblivion, Draper, Utah 03/11 to 12/11

Director, Global Customer Care

• Built a Global Customer Care service & organization in support of the Beyond Music Cloud Service launch (i.e. iOS, Android, Win/Mac)

• Deployed Oracle CRM & COD SaaS products in support of global operations

• Implemented Social Media strategy utilizing Radian 6

• Implemented ITIL Incident & Problem Management

• Provided OEM White Glove support to KEY Partners (e.g. HTC, Motorola, Dell)

Verio, Orem, Utah 05/09 to 02/11

Director, Global Customer Care

• Direct a 200-person 24x7 Global Customer Care organization with locations in the US, Europe, and the Philippines

• Provide mission critical technical support and customer service for 500,000 end users with 3,000 interactions per day

• Implemented IEX/WFM, Remedy, ITIL best practices for global service delivery

• Supported AT&T Web Hosting, QBR, Account Management, TAM, etc

Blue Cross Blue Shield, Kansas 11/08 to 05/09

Business Analyst Consultant

• Partnered with 18 internal distributed and mainframe development teams to baseline the people, process, and technology for current software testing processes, procedures and test environments

• Utilized industry best practices (ITIL, MOF, CobiT, and CMMI) to implement a new test methodology to improve the overall quality of new releases and production quality of service

• Drove the achievement of ITIL Maturity Level 3 through continuous improvements in Incident, Change, Problem, Configuration, and Release Management

Oracle, Sandy, Utah 11/06 to 10/08

Director, Global CRM On Demand Customer Care

• Directed a 100 person, 24x7 Global Support Desk for 200,000 external customers using Oracle’s Hosted CRM products with interaction centers in the US, India, Romania, and China

• Partnered with Operations, Product management, and Executive Management up through Larry Ellison to improve support expectations

• Directed the implementation of a new ITIL-compliant ticketing system for Incident and Problem Management across the CRM enterprise

• Provided strategic leadership focus on new technologies, processes, and innovations to enhance current support model

• Partnered with the ITIL Release Management team to minimize negative impact of new releases customers

• Directed Problem, Escalation, and Root Cause Analysis Management activities to expedite service restoration and eliminate problems associated with code, infrastructure, network and end user configuration

Hughes Trading Systems, St. George, Utah 07/05 to 11/06

Vice President and Foreign Currency Day Trader

• Utilize Six Sigma (DMAIC) to design trading methodologies, best practices, and system

Microsoft Corporation, Redmond, WA 3/04 to 07/05

Senior Quality Manager, MSN Business Operations

• Drove ITIL implementation for Incident, Problem, and Change Management

• Built Quality of Service Call Center Team to drive continuous improvements into the Incident Management process (SLA & OLA)

• Drove service improvements for 350 million end users by utilizing DMAIC (Define, Measure, Analyze, Improve, Control), and ITIL, and MOF (Microsoft Operations Framework)

AT&T Wireless, Redmond, WA

Director, National Quality and Support Call Center 10/98 to 12/03

• Managed production operations, network, code and configuration mgmt. for Siebel CRM 7.5 implementation

• Implemented and owned Problem, Change, and Incident Management; and Scorecard and Dashboard ITIL processes (SLA & OLA)

• Reduced organization from 410 to 260 full time employees while increasing productivity by 50%

Director, National Support Call Center

• Supported 23 million end users and 37 call centers

• Directed a 400 person team that provided 24x7 Helpdesk Call Center Support

• Participated in ITIL Baseline Assessment

• Exceeded service level goals of 80% of calls answered within the first 30 seconds

• Implemented Remedy Helpdesk and eCare Self Help Strategy

Director of IT New Product Development

• Directed a 60 person IT New Product Development Organization

• Acted as the customer-facing liaison for account management, project management and business analysis. Set and managed customer expectations for IT Systems time and

Comforce Corporation for Boeing, RENTON, WA 10/97 to 10/98

Product Management Consultant

• Documented business requirements for functional and conceptual data modeling and the design of the graphical user interfaces for internal Boeing client-server applications

US Navy Deep Sea Diver 8 years active duty

EDUCATION

Harvard Graduate School of Business (2001)

Service Excellence, AT&T Wireless Executive Training

MBA, Husson University, Bangor, ME

BS, Geographic Information Systems, Brigham Young University, Provo, UT

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