Richard W. Pratt
Network Engineer at Cisco, CCNA, CCNA Voice & Security
- Role
- Operations Manager, Small Business Support Center Ccna, Ccna Voice & Security at Cisco
- Location
- Greenville, SC, US
- LinkedIn followers
- 500 followers
About Richard W. Pratt
Dynamic, results-driven consultative IT strategist with a 15+ year record of achievement and demonstrated success driving multi-million dollar revenue growth while providing visionary sales leadership in highly competitive markets. Solid track record securing key clients and increasing product distribution to grow market share. Tenacious in building new business, securing customer loyalty, and forging strong relationships with external business partners. Superior communication skills demonstrated by development of creative marketing and multimedia presentations, classroom instruction coupled with in-depth technical systems understanding. Exceptional mentor and coach. Specialties: Network management - CCNA, CCNA Security -640-553 Unified Communications - CCNA Voice - 642-436, 640-461 Territory growth management New Product Launch Strategic Market Positioning High Impact Sales Presentations Financial and competitive analytics Multi-million dollar Negotiations Budget Administration / P&L Management Sales / Product training - mentoring Self starter, consistent positive, can-do attitude. Competitive win backs
Experience
Operations Manager, Small Business Support Center Ccna, Ccna Voice & Security
Mar 2009 — Present · Greenville, SC, US
Manages team of 3 supervisors and 40 engineers in technical call center environmentOverhauled case closure process, improving CSAT by 8% points, from 89 to 97% averageImproved Quality Assessment Metrics from 93% to 96% averageRevamped employee incentive program to be more individually driven based on performanceDevised new contract and sales programs for client to generate revenue for both partiesDeveloped and implemented a case management quality assessment; 30% improvement in case documentationWrote 78 page Engineer Operations Handbook used by all new and current employees in Cisco programCCNA, CCNA Voice, Security certified.// 640-802, 640-461, 642-436, 640-553.
Education
University at Albany
Bachelor of Arts (B.A.), English/Language Arts Teacher Education // minor in Business Ad.
Old Dominion University
MBA, Marketing
Skills
- Ccna Voice
- Ccna
- Unified Communications
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