Major Achievements
- 1. Major Achievements: Cisco Systems: Responsiblefor creating an APAC supportteam to compliment a follow-the-sun model. Interviewed, hired, managed, trained and on-boarded team in record time at Ciscos campus in Bangalore, India.Seamless transition of Sydney supportfunction to a new facility in Bangaloreata 3:1 operational costsavingratio. Cisco Systems: Process improvement and organisational restructuring reduced inbound supportservice request workload by 35%. Process refinement and self-servicetools,automated tool redirected website recategorization requests to appropriateadministrativeteam (reduced support related servicerequests by 25%), customer provisioningand sitebuilds through useof automated tools,simplified and redirected an additional 10%or inbound servicerequests to business operations team. This allowed supportteam to focus on break/fix issues which had a directimpacton CSAT (positivetrend) from 4.24 in Feb 2011 to 4.65 in July 2011. Maintained above4.5 average. Cisco Systems: Customer contractrenewal renegotiation (Salvation Army) attended customer site visit with sales manager to successfully renegotiateservicecontract. Personal intervention in addressing customer account concerns resulted in the customer signinganother 3 year deal worth $90k Cisco Systems: Customer retention (Sunguard) Customer gave notice of intent not to renew service. Took initiativeto own and drive projectfor serviceimprovement plan.Personal intervention resolving issues resulted in the retention of customer who signed up for another 12 months ata contractvalueof $142k. Fluke Networks: Led a collaborativeeffort with inside-sales manager to increaseGold servicecontract sales.Included operational process changes for Gold vs Standard servicecontractoffering within boundaries of SLA (differentiated serviceoffering) capitalisingon functionality with new VOIP phone system. Personally responsiblefor the design and implementation of VOIP system and call flow,support team trained to promote advantages of Gold serviceto customers and awarded commission for new contracts.Resulted in a $3m sales increasein Gold servicecontracts from$8m to $11m for FY 08.