SALES OPERATIONS EXECUTIVE

PROFILE
Over 23 years of successful management and leadership experience with a reputati
on for meeting the most challenging organizational goals and objectives. Outstan
ding expertise in high technology industry. A pragmatic and results-driven leade
r recognized for "making seemingly impossible situation work" and for creating a
nd administering solutions-focused programs along with developing and controllin
g motivated teams, while increasing profit and revenue. Acquired adeptness in ac
complishing results through cultivating people to understand the value of all le
vels of performance. Successfully expand operations, employing strong customer s
ervice, sales and administrative experience, exceptional people skills and docum
ented record of significant accomplishment in all previous duties.
KEY EXPERTISE
Team Building / Management
Training & Development
Policy Formulation
Contracting / Vendor Negotiation
Global / Offshore Operations
Pricing / Finance
Client Communications
Marketing Programs
SOX Compliance
Business Forecasting
Business Processes
IT Systems
TECHNICAL PROFICIENCY
MS Office Suite
MS Project
Vision
Great Plains
Oracle & Seibel-based CRM Application

STRENGTHS
Proven success in managing initiatives and strategies that improve customer sa
tisfaction and product quality; overseeing cost effective service / support oper
ations; and enhancing service revenues
Highly accomplished team builder with demonstrated ability in managing client
and employee relationships cross-functional while managing direct and cross-func
tional teams toward successful deployment of critical corporate initiatives.
Dynamic communicator with recognized skills in leveraging technical and busine
ss background to create messaging for internal and external audiences and insure
supreme customer satisfaction
Ability to adapt quickly in new challenging markets, with a strong foundation
of experience with multi-tier support models, E-Commerce, system implementations
, CRM applications, and contact center management tools
Extensively familiar with international business practices as related to custo
mer service and customer retention
PROFESSIONAL EXPERIENCE
VMware Inc., Palo Alto, CA
Senior Manager, Global Support Services Operations 2007-Present
Oversee core business and operational development of Renewal Sales team. Control
ling and boosting sales productivity of maintenance renewals through conceiving
and implementing process improvement and system enhancements. Managed global quo
ting staff of 35. Project managed systems implementations to support major depl
oyment and ongoing renewals systems enhancements and corporate-wide initiatives.

KEY ACCOMPLISHMENTS
Pioneered launching the Global Support Sales Operation in a low-cost and high-
productivity region, saving the company thousands of dollars in resource spend.
Drove sales growth for maintenance renewals team year over year by improving o
perational efficiencies, business grew from 57M in revenue to 167M in three year
s
Played an integral role for the continuous increase in quality of work, which
expedited deal closing turn around by 50%.
Successfully established automated renewal process, which enabled 80% of renew
al transaction to close with limited sales interaction
Key contributor for the timely launch of Oracle ERP system, with specializatio
n on service contracts and install base, allowing simplified quote to cash proce
ss

EMC CORPORATION, Walnut Creek, CA

(EMC INSIGNA was spun off as a separate business unit in 2006)
Director, Worldwide Sales Operations &Customer Support -EMC INSIGNIA
2006-2007
Assumed full accountability for the development and execution of sales operation
al improvements for EMC Insignia's Small- and Medium-sized business (SMB) market
; integrated hardware and software products that totaled to $20M. Built sales op
eration group to support the newly created SMB business unit and improved a comp
rehensive back office support system that optimized channel sales on a global ba
sis.

KEY ACCOMPLISHMENTS
Increased sales cycle by instituting operations of North America, Asia-Pacific
, and Europe divisions; initiated the creation of the Asia-pacific branch by tra
ining partners/distributors and delegating resources throughout Japan, India, an
d Australia
Drove sales productivity through advanced responsiveness to key distributors'
needs to ensure timely closer by instituting regional support operations staff.
Generated value-added initiatives that boosted sales of maintenance services a
nd warranty renewals to grow service renewal rates. Grew business from "0" to 2
million dollars in first year.
Redefined position functions and streamlined process flow, which led to 50% pr
oductivity improvement
Lowered "go to market" time from 60 days to 30 and settled effective deploymen
t of sales activities

Director, Worldwide Customer Service & Inside Sales 2004-2006

In charge of strategic planning, development, staffing, management and financial
performance of the Customer Service and Inside Sales team. Direct functions inv
olving customer contact, service contract renewals, ecommerce and invoicing. Tra
in, direct, and motivate team of 20. Manage and coordinate action plans for dail
y action plans and quarterly sales goals. Advanced renewal support sales team to
generate untapped revenue stream for maintenance renewals. Direct project manag
ement efforts in support of goals.
KEY ACCOMPLISHMENTS
Mentored and trained staff as well as built rapport between sales and customer
service increasing overall team productivity from 60% to 85%
Spearheaded Customer Assistance Organization to meet revenue and profit target
s by 120% of plan throughout three-year tenure in the role.
Primarily held liable for design and completion of planning tools to consolida
te efficiency, along with an innovative knowledge base, resulting in a more self
service operation and reducing incoming queries by 20%
Produced additional revenue of more than $1M during the first year and heighte
ned revenue every year
Widened scalability and customer satisfaction while reducing level-1 to level-
2 transfers by more than 50%

DANTZ Development Corporation, Orinda, CA

Manager, Global Customer Service 2000-2003
Managed customer service call center for software company. Monitored and analyze
d customer satisfaction, developed and implemented training program and establis
hed policies for customer inquiries, inbound/outbound sales. Developed a highly
effective inbound / outbound customer support team to help support product launc
hes and upgrades. Played a key role as customer service advocate throughout the
entire product development cycle to ensure all components were focused on the ne
eds of end-users
KEY ACCOMPLISHMENTS
Effectively led team to respond to incoming calls and emails exceeding to 800
contacts on a daily basis, maintain a 24hour SLA.
Proposed a successful free-based support program, which opened more revenue st
reams, increased sales by 20%.
Originated a new Siebel CRM and Symposium ACD system, which downsized holding
time by 90%.
EDUCATION
Business Administration / Management
University of California
Berkeley, CA
Psychology
Eastern Michigan University Ypsilanti, MI

EARLIER CAREER
DANTZ Development Corporation, Orinda, CA * 1994- 2000
Technical Support Supervisor
MASTERSYSTEMS
Pinole, CA * 1990-1994
Technical Trainer