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Vice President Global Support Resume for Mark Latham San Diego, CA

Vice President Global Support Resume for Mark Latham San Diego, CA

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Published by Mark Latham
Vice President Global Support resume for Mark Latham San Diego CA
Vice President Global Support resume for Mark Latham San Diego CA

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Categories:Types, Resumes & CVs
Published by: Mark Latham on Oct 09, 2012
Copyright:Attribution Non-commercial

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05/13/2014

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MARK S. LATHAM
520 Waterview Trail
Alpharetta, Georgia 30022678-485-2498
M
ission
 
Position as
Vice President Global Support
where a strong
“culture focused”
leader with more than15+ years of experience in a highly engaged
“customer first” support
center can
bring ActiveNetwork immediate value
.
S
ummary
 
Created and directed day to day operations of a 500
+ person Global Customer SupportOperation
supporting F1000 companies, employees, and customers. Continually planning andoptimizing tactics to keep a
prevent vs. fix, fix, fix
” culture
was one of the most important things for maintaining a customer centric organization and creating new sources of revenue for our company.
E
xperience:
Global 24*7 Sites
Vision and Strategic Planning
Technical/End-User Support
Loyalty/RetentionCapacity Planning
Relationship Building
Continuous Improvement
Workforce ManagementGlobal Customer Support
ITIL/ITSM
Root Cause Analysis
P&L ManagementMentoring and Development
Team Leadership
Motivation
Performance Management
PROFESSIONAL EXPERIENCE
RHLsuccess, Inc.
Founder and President
Atlanta, Georgia
2008-Present
Specializing in Global Customer Support Vision, Strategy, and Execution.
Major Contributions:
 
Designed and implemented a customer service strategy
with a best of breed technologystack with multiple vendors to become the Technology Innovation Award winner in Atlanta.
Aligning business priorities and Customer Support needs by implementing Service Managementincluding new service offerings, sales and marketing, pricing, testing, and other ITSM processand best practices. This resulted in a
200% increase in end user volume with no increase incosts
.
 
Supported more than 400 business applications
both SAAS and client server.
Trained and
certified all Tier 1 and Tier 2
service
 
desk professionals on industry bestpractices.
 
B
ecame the “trusted resource” for customers
to buy support from and with strong contractskills closed the four largest deals in 12 months.
 
Decreased customer complaints by 90%
while building flexibility and cost leverage by
creating innovative “variable resource” model with volunteers.
 STI Knowledge/Help Desk 2000
Atlanta, Georgia
1998-2008
Provided outsourced global customer support services, customer service consulting, and customer service training for F1000 companies including companies such as CISCO, Citrix, IBM, and ALCOA.
Senior Vice President Global Customer Support/IT (2003-2008) $40M budget
Led all aspects of day to day global customer support and end user operations. Coordinated IT andOperations initiatives to maximize business trends and competitive advantages as well as positiveand profitable end user experiences.

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