Gordon Merz
Customer Operations Manager @Xerox
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WORK HISTORY
Customer Operations Manager @Xerox
CA
Build a Better Work Experience.Customer-facing role that is directly responsible for managing the delivery of contracted Managed Services and Solutions as defined in the Statement of Work (SOW) to Client’s satisfaction. Duties include working within a Customer Focus Team (CFT) to define proposed services requirements, creation of Statement of Work, implementation of services, and manage the delivery of day to day operations of Post Implementation MPS Services and Solutions. Accountable to manage revenue and profit margin targets and identify and recommend business process and output related solutions for each client. Responsible to build a high- trust relationship with multiple levels within the Client environment. Work in partnership with Client, becoming a credible advisor on fleet and business optimization and sought as a key resource for resolution of unique or complex business problems.
EDUCATION
University of Victoria
Facilities of Electrical Enginnering and Science
HPE Accelerating U
ITIL Foundation
HPE Accelerating U
Management Excellence
HPE Accelerating U
Delivery Finance & Business Acumen
NAIT (Northern Alberta Institute of Technology)
Electronics Enginnering Technology
HPE Accelerating U
Mission Critical Essentials
SKILLS
ABOUT GORDON MERZ
An experienced technical Delivery Manager who is passionate about providing a differentiated service experience through: developing employees who take ownership of problems and are empowered to do the right thing; creating and managing strong customer relationships; and collaborating with Partner and Direct Sales Account teams to ensure deliverables are aligned to support customer business outcomes. This is balanced with strong operations knowledge and leadership. Piloted, implemented and oversaw continuous improvement of workflow systems, supply chain processes / planning and work force transformations.A deeply-respected and energetic leader who readily earns trust, confidence and respect of customers, peers and partners.Key Strengths: Managing Technical Teams | Collaboration | Customer Relationship Management | Escalation Management | Passion for Customers | Attention to Detail / Organization Skills | Project Management
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