Henry C.

WORK HISTORY

EDUCATION

ABOUT HENRY C.

Henry C••••••••@verizon.net(46••••••79- Global leader, strategic thinker, results-driven, and customer-focused- Utilize data analytics and technology to improve growth, retention, and increase revenue, margins, first time-fix, on-time deliveries- Team-oriented leader who coaches, mentors, and empowers his team to be respected subject matter experts by creating attainable yearly objectives for professional growth- Cross-functional relationship builder leveraging skills and knowledge to improve response times and customer satisfaction-Accomplishments: Global Services, 24x7 Environment • Structured Tech Support Call Centers (India, California, Mexico) • Follow the sun processBudget and P&L Responsibility • $45M P&L • Increase revenue in Latin America $24k to $6MCustomer Service, Relationship Management • 98% customer satisfaction (CSAT)- Latin America • 80% customer satisfaction (CSAT)- USTechnical Support, Field Services, 24x7 Remote Support • 60% escalation reduction • Developed regional escalation process | Tier 1, 2, 3 engagement • Strategic location of technician | Cross-border technician processTeam Building | Empowerment • 90% associate retentionLogistics | Purchasing • Reduced inventory from $50M to $25M supporting Global Customer ServiceCustomer Relationship Management (CRM)| Account Management • Created Latin America Dashboard (managed: system up-time, first time fix, open/closed incidents, Technician engagement)Process Reengineering | Change Management | Performance Metrics Analysis,(KPIs / SLAs)| Kaizen, Lean FundamentalsProgram Management | Government Contract Administration Bilingual (English - Spanish)-Specialties:Strategic Planning | Thought Leadership | Delivery Transformation | Service Delivery | Executive Communication | Team Building | Government Contracts | Leadership Development | Cross-functional Relationship | Customer Advocacy | IT Operations | Analytical Skills | Technical Support | Manufacturing | Service Revenue | Repair Service |