Director, ServiceCloud and Customer Support Solutions
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Seasoned business operations and information technology leader with a 20+ year proven track record of developing organizational strategy and delivering business and IT solutions providing lasting, measurable business value. Proficient in operational/process analysis, design, and implementation, IT application design, development and implementation, team building, staff management, policy and procedure development, process analysis, problem resolution techniques, and risk management. Skillful at developing teams, maximizing resources, minimizing costs, and delivering high quality, well architected, business solutions under aggressive timelines and within established budgets. Reputation for substantive leadership, delivered via both word and example, and a willingness to take on difficult business issues and drive to resolution. Specialties: * Customer Service Operations & IT Solutions * Sales & Marketing Operations & IT Solutions * Call Center Operations & IT Solutions * Manufacturing Operations and ERP/MRP Solutions * Web Portal and Web Registration Operations & Solutions * Business Intelligence Solutions * Melding of IT and Business Strategy and translation into tactical execution plans. * Project & Budget Management * Continuous Process Improvement (including Lean Six Sigma).