Managing Member Resume

SUMMARY:

Exponential business growth is the result of creating amazing customer experiences. My value is creating these experiences. My passion is to manage and grow people and teams into being the best they can be. I create the environment that surrounds them with the tools,, support, mentoring and experience so they are amazing and can support our most demanding customers successfully
Office Manager growing a new office from 0 employees to 45. Received Chairman's Individual for Outstanding Contribution as Lake Mary Office Manager. In only 5 months, created the most technically strong office with highest cases closed per engineer rate (5.6/day, average was 4.8 - +15.5%).
Reduced support engineer time to competency by over 29%. As the Global Leader, managed the development and delivery of all internal material to Support Engineers in Vancouver, London, Dallas, Sydney and Florida. Also established a global mentoring program that shortened a new engineer’s time to competency from 24 weeks to 17 saving thousands, increasing cases closed per day by 15.5% and increasing customer satisfaction metrics.
What gets measured gets improved. Helped institute individual and team performance metrics beyond total cases closed to measure and quantify both successes and challenges.
14 years experience delivering Advanced Customer Service Skills . Anyone can manage easy customers; I train and mentor them so they work successfully with the difficult ones.
Reduced customer demand on support services. Created Technical Support "deep dive" performance based technical for Seagate Software's/Crystal Decisions'/Business Objects'/SAP’s enterprise reporting applications for 16 years. The documents created can stand on their own and can be sent to customers to solve their own challenges.
Greatest ability is creating an environment where employees are highly motivated to learn, work and support each other.
I create raving fans. Received 183 customer and internal thank you letters from raving fans in my 14.5 years in the software support world. That is 1.05 letters per month for 14.5 straight years
I turn angry customers into customer sites. In one weekend, our largest banking customer went from threatening to sue to being a site for the financial sector.
I increase technical support knowledge and create stronger agents. With no prior UNIX knowledge and working with SMEs, I created both the "Introductory UNIX " and "Third Party Technologies on UNIX" modules to address a critical need of increasing UNIX competency within the Business Objects organization. 100% of those completing my modules now support UNIX cases. Engineers regard it as the best UNIX they have ever seen. I can pick up new technology and package it so it is easy for others to understand.
I clearly explain how everything works together. My technical strength is describing how the many different components are interrelated making processes easy to understand and troubleshoot.
Created and delivered self-paced, instructor led and webinar product to Customer Support, Presales, Consultants and al Services personel for over 10 years. Content includes new release material as well as secondary and teritiary events.
Created a value add to our highest paying Enterprise customers. Presented at the Crystal Decisions Users Group Conferences and created and delivered customer facing webinars to our Elite Customers that were extrememly well received by both customers and internal audiences.

PROFESSIONAL EXPERIENCE:

Managing Member

Confidential

Responsibilities:

I am a part time real estate investor. My contractors and I love fixing homes and helping rebuild neighborhoods. I take a consultative approach to clearly understand property owners’ difficult challenges, help them clarify their needs and then engineer creative solutions that address all needs.

Instructional Designer and Trainer

Confidential

Responsibilities:

Facilitate the creation and delivery of learner centered, performance based technical support to all Enterprise Technical Support engineers in all eleven support offices - Vancouver, Lake Mary, San Jose, Dallas, Atlanta, London, Tokyo, India (3) and Sydney. Soft skills included writing, customer service and advanced customer service for both new hires and advanced for existing employees
Technical content included installation, trouble shooting and functional for new releases as well as secondary integrating our products with many third party applications (web, application, network authentication, database servers and services).

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