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Joy Henson
309 Tutley Terrace Clifton, VA 20001 Home 703 815 9876 email, henson.joy@verizon.net
SUMMARY
Results oriented leader with substantial accomplishments including development of business-aligned support teams, directing customer-oriented implementation and operations organizations, and leading large-scale support organizations. Proven track record in building world-class teams, ensuring customer satisfaction within time-critical operations and managing the servicing of leading edge technologies. Particular strengths in process management, innovation and consultative interaction with employees and customers. Excellent communication, customer relationship, and problem solving skills.
PROFESSIONAL EXPERIENCE
CISCO SYSTEMS
Service Support Manager 2007 to July 2011
The Service & Support Manager owns the service and support strategy, ensures service delivery quality to maximize customer success. The SSM owns customer success by creating a Service & Support Plan with the Service Sales, and Service Delivery Teams. The SSM acts as the Service Management Point of Contact for all significant service and support issues to ensure maximum customer satisfaction. Builds a strategic partnership and serves as Customers Senior Management focal point for Services.
Built new advocacy relationships with key executives in procurement and contract management staff beyond the traditional Network Engineering and Operations customer organizations. These contacts proved instrumental in implementing contract process improvements. Ensured successful delivery of services by identifying, recommending, and overseeing needed improvements including contract updates, case management, and resolution of systemic HW issues. Gained acceptance as a trusted, strategic advisor with key operations executives. Developed and maintained excellent rapport with Sales and Service teams Supported Service Sales through value reinforcement of services delivered and insight to up sell opportunities used in 3 year services contract renewal. Ensured SMART metrics are in place to accurately measure and successfully drive product and service performance. Successfully used these to identify and resolve multiple hardware issues.
Manager, Technical Support 2002 - 2007
Responsible for delivery, profitability, and renewal of advanced services provided to DoD, Federal Civilian and Homeland Security customer verticals.
Establish and maintain effective/productive relationships with customers and with Cisco team Grew the services portfolio across Federal Civilian/HLS vertical Initiated a hands-on approach with frequent customer engagement to improve/maintain customer satisfaction and understanding of the value provided by the Federal Support Program (FSP). Strong focus on employee development Maintained a TS Security clearance through May 2007 when I was de-briefed.
Service Support Manager 1998 - 2002
Responsible for ensuring that Cisco Systems provides comprehensive, effective, and, as required, customized support services to Concert Communications and AT&T Global Network Services. Responsible for improved customer satisfaction by facilitating post-sales support and by leveraging resources to increase product, technology and services absorption into the customer's network. This includes an intimate understanding of major account strategies and a thorough knowledge of Cisco support capabilities.
Developed business-aligned support teams which enabled Cisco and Concert to enhance working relationship, and optimize network development and operations Increased Cisco service revenues from Concert by 8 fold FY 2000 recognized by directorate for Outstanding Performance FY 2001 recognized at national sales conference for superior Customer SatisfACTION
AT&T District Manager, Business Customer Care, Atlanta, GA 1997-1998
Led organization that delivered customer service, provisioning, project management and repair, with responsibility for over 300 employees and a $15 million budget. The organization consisted of five southeastern work centers supporting private line, disaster recovery and SONET-based offerings to customers nationwide. Supported three Workplace of the Future teams comprised of management and occupational team members focused on process improvements.
Ranked #1 in the industry by customers using disaster recovery services. Introduced productivity model that contributed to a 30% improvement in productivity. Developed and implemented the strategy used in closing the Birmingham, Alabama work center. Reduced expenses by $3 million while maximizing morale, individual opportunity, and business results. Played key role in customer-led Quality Improvement Team that determined priorities and process improvement areas for new service implementation. Implemented nationwide project management strategy in support of SONET-based services that improved on-time delivery by 46%.
District Manager, National Service Management, Atlanta, GA 1995-1996
Team leader for 120 first and second level managers who developed and implemented service strategies for voice, data, international and frame relay services. This team supported more that 500 customers and $2 billion in annual revenue, delivering customer service, project management, on-site technical support and vendor management. Personally provided executive level interface, in both proactive and crisis response situations, for Global Markets Accounts in the eastern half of the United States.
Recognized for achieving 20% improvement in customer satisfaction. Earned Best in Class ranking in Leadership of People as measured by employee survey. Developed and implemented operations support for voice and data services for the 1996 Olympic Games. Analyzed key process metrics and functions to re-engineer sales and service management. Proposed and implemented the design for the global project management organization that remained in place for a decade.
Regional Manager, Business Communications Services, Richmond, VA 1988-1995
Directed 18 National Service Managers responsible for customer service and satisfaction in voice, data, international and frame relay services. Developed customer expectation model for each Global Markets account headquartered in a six-state region. Provided consultation regarding service capability and reliability to internal and external customers. Managed real time response issues relative to critical customer applications.
Led team that was ranked #1 of 18 regions in the nation for Customer Satisfaction. Built strategic alignments that effectively represented customer needs with access vendors, work centers, sales and product management.
Developed and implemented a nationwide training and support strategy for frame relay services that eliminated duplicate support for global customers. Re-engineered the process and established metrics required to redefine the work performed by the organization and measure cost of services provided. Championed new performance management model and initiated training that facilitated its introduction throughout the eastern half of the United States.
Operations Manager, Network Service Division, Philadelphia, PA 1986-1988
Pioneered the design, development and implementation of the companys first total solution work center. Led extensive customer expectation analysis including input from senior management and associates, conducted monthly executive briefing sessions that resulted in a successful contract negotiation and developed new functions within existing titles by working closely with the bargaining unit. Designed and managed a process which enabled the customer to place a single call to contact the management and occupational team accountable for all equipment and network provisioning, maintenance and service management support.
Created center that served as the prototype for what is now a well-established premier service offering.
Operations Supervisor, AT&T Long Lines, Washington, DC 1979-1986
Held assignments in three special services offices and the district staff. Provided world- wide communications to the President of the United States, the Secretary of State and the Secretary of Defense. Technical supervisory responsibilities included leading a team of sixteen communications technicians in support of provisioning and maintenance efforts on a wide variety of voice and data services.
EDUCATION
Extensive management and technical training including quality, performance management, leadership, and emerging technologies. Attended Grace College in Winnona Lake, Indiana and the University of Maryland in College Park, Maryland.
Other
ITIL Certification
TS Clearance (debriefed in 2007)
309 Tutley Terrace Clifton, VA 20001 Home 703 815 9876 email, henson.joy@verizon.net
SUMMARY
Results oriented leader with substantial accomplishments including development of business-aligned support teams, directing customer-oriented implementation and operations organizations, and leading large-scale support organizations. Proven track record in building world-class teams, ensuring customer satisfaction within time-critical operations and managing the servicing of leading edge technologies. Particular strengths in process management, innovation and consultative interaction with employees and customers. Excellent communication, customer relationship, and problem solving skills.
PROFESSIONAL EXPERIENCE
CISCO SYSTEMS
Service Support Manager 2007 to July 2011
The Service & Support Manager owns the service and support strategy, ensures service delivery quality to maximize customer success. The SSM owns customer success by creating a Service & Support Plan with the Service Sales, and Service Delivery Teams. The SSM acts as the Service Management Point of Contact for all significant service and support issues to ensure maximum customer satisfaction. Builds a strategic partnership and serves as Customers Senior Management focal point for Services.
Built new advocacy relationships with key executives in procurement and contract management staff beyond the traditional Network Engineering and Operations customer organizations. These contacts proved instrumental in implementing contract process improvements. Ensured successful delivery of services by identifying, recommending, and overseeing needed improvements including contract updates, case management, and resolution of systemic HW issues. Gained acceptance as a trusted, strategic advisor with key operations executives. Developed and maintained excellent rapport with Sales and Service teams Supported Service Sales through value reinforcement of services delivered and insight to up sell opportunities used in 3 year services contract renewal. Ensured SMART metrics are in place to accurately measure and successfully drive product and service performance. Successfully used these to identify and resolve multiple hardware issues.
Manager, Technical Support 2002 - 2007
Responsible for delivery, profitability, and renewal of advanced services provided to DoD, Federal Civilian and Homeland Security customer verticals.
Establish and maintain effective/productive relationships with customers and with Cisco team Grew the services portfolio across Federal Civilian/HLS vertical Initiated a hands-on approach with frequent customer engagement to improve/maintain customer satisfaction and understanding of the value provided by the Federal Support Program (FSP). Strong focus on employee development Maintained a TS Security clearance through May 2007 when I was de-briefed.
Service Support Manager 1998 - 2002
Responsible for ensuring that Cisco Systems provides comprehensive, effective, and, as required, customized support services to Concert Communications and AT&T Global Network Services. Responsible for improved customer satisfaction by facilitating post-sales support and by leveraging resources to increase product, technology and services absorption into the customer's network. This includes an intimate understanding of major account strategies and a thorough knowledge of Cisco support capabilities.
Developed business-aligned support teams which enabled Cisco and Concert to enhance working relationship, and optimize network development and operations Increased Cisco service revenues from Concert by 8 fold FY 2000 recognized by directorate for Outstanding Performance FY 2001 recognized at national sales conference for superior Customer SatisfACTION
AT&T District Manager, Business Customer Care, Atlanta, GA 1997-1998
Led organization that delivered customer service, provisioning, project management and repair, with responsibility for over 300 employees and a $15 million budget. The organization consisted of five southeastern work centers supporting private line, disaster recovery and SONET-based offerings to customers nationwide. Supported three Workplace of the Future teams comprised of management and occupational team members focused on process improvements.
Ranked #1 in the industry by customers using disaster recovery services. Introduced productivity model that contributed to a 30% improvement in productivity. Developed and implemented the strategy used in closing the Birmingham, Alabama work center. Reduced expenses by $3 million while maximizing morale, individual opportunity, and business results. Played key role in customer-led Quality Improvement Team that determined priorities and process improvement areas for new service implementation. Implemented nationwide project management strategy in support of SONET-based services that improved on-time delivery by 46%.
District Manager, National Service Management, Atlanta, GA 1995-1996
Team leader for 120 first and second level managers who developed and implemented service strategies for voice, data, international and frame relay services. This team supported more that 500 customers and $2 billion in annual revenue, delivering customer service, project management, on-site technical support and vendor management. Personally provided executive level interface, in both proactive and crisis response situations, for Global Markets Accounts in the eastern half of the United States.
Recognized for achieving 20% improvement in customer satisfaction. Earned Best in Class ranking in Leadership of People as measured by employee survey. Developed and implemented operations support for voice and data services for the 1996 Olympic Games. Analyzed key process metrics and functions to re-engineer sales and service management. Proposed and implemented the design for the global project management organization that remained in place for a decade.
Regional Manager, Business Communications Services, Richmond, VA 1988-1995
Directed 18 National Service Managers responsible for customer service and satisfaction in voice, data, international and frame relay services. Developed customer expectation model for each Global Markets account headquartered in a six-state region. Provided consultation regarding service capability and reliability to internal and external customers. Managed real time response issues relative to critical customer applications.
Led team that was ranked #1 of 18 regions in the nation for Customer Satisfaction. Built strategic alignments that effectively represented customer needs with access vendors, work centers, sales and product management.
Developed and implemented a nationwide training and support strategy for frame relay services that eliminated duplicate support for global customers. Re-engineered the process and established metrics required to redefine the work performed by the organization and measure cost of services provided. Championed new performance management model and initiated training that facilitated its introduction throughout the eastern half of the United States.
Operations Manager, Network Service Division, Philadelphia, PA 1986-1988
Pioneered the design, development and implementation of the companys first total solution work center. Led extensive customer expectation analysis including input from senior management and associates, conducted monthly executive briefing sessions that resulted in a successful contract negotiation and developed new functions within existing titles by working closely with the bargaining unit. Designed and managed a process which enabled the customer to place a single call to contact the management and occupational team accountable for all equipment and network provisioning, maintenance and service management support.
Created center that served as the prototype for what is now a well-established premier service offering.
Operations Supervisor, AT&T Long Lines, Washington, DC 1979-1986
Held assignments in three special services offices and the district staff. Provided world- wide communications to the President of the United States, the Secretary of State and the Secretary of Defense. Technical supervisory responsibilities included leading a team of sixteen communications technicians in support of provisioning and maintenance efforts on a wide variety of voice and data services.
EDUCATION
Extensive management and technical training including quality, performance management, leadership, and emerging technologies. Attended Grace College in Winnona Lake, Indiana and the University of Maryland in College Park, Maryland.
Other
ITIL Certification
TS Clearance (debriefed in 2007)
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