Directed the planning and implementation of training and information sharing for sister support groups resulting in a reduction of call volume by over 40%. Technical support call volume at Deloitte had become excessive primarily because sister support groups did not know how to support our auditing software. Established a training team, identified what needed to be trained and to whom, and then implemented the training all in less than 3 months. Call volume immediately dropped significantly and has remained low, department size has been able to be reduced by 20% through natural attrition, and the need for overtime has been eliminated. Implemented call center operational improvements leading to a 100% increase in customer satisfaction. Customer service call in hold times were excessive at FileNET resulting in a backlog of calls at 50-60 per day. Created a real-time customer satisfaction survey process including operational and phone metrics targeting priorities for customer service improvements. Designed and executed a multi-tiered support structure expediting problem resolutions and increasing call center employee productivity by 50%. Achieved a 95%+ customer retention rate using extensive knowledge of call center metrics, individual key performance indices, real time customer satisfaction surveys, and a dedicated account manager support model, to identify trends and take early corrective actions thereby exceeding customer expectations. Created customer service career development program leading to a 90%+ employee retention rate. Declining customer service employee morale at FileNET resulted in high turnover with average tenure under two years. Utilized coaching, counseling, and mentoring to revitalize self esteem. Promoted team leads to supervisors establishing career paths of advancement opportunities within FileNET. Defined clear employee goals and objectives for employee career development including training and incentives. Developed reallocation plan reducing ASP hold times from 30 minutes to 5 minutes. Toshiba America subcontracted computer service and repairs to Authorized Service Providers. Support in servicing or repairing computers impeded by hold times averaging 30 minutes. Centralized support groups under single management. Analyzed operational processes and available resources including cross training product support engineers to handle ASP calls. Led change management initiatives for Kronos Support Services building departmental efficiency. Morale among staff in Support Services was declining due to a lack of progress on addressing outstanding operational issues. Met with all staff, created an action item list of issues to be addressed and assigned duties in resolving issues. Within one year, 60 issues and areas of need were remediated boosting morale and improving departmental effectiveness. Created and successfully instituted Toshiba’s first call tracking database and knowledge base. Recruited to serve as technical expert in Toshiba’s Enhanced Support Program. Major accounts and field sales force needed a database including information on support history and system configuration. Created tracking database and knowledge database. Received the Vice President’s award for excellence in delivering project. Reorganized technical support across multiple departments at Toshiba increasing efficiency by 20%. Departmental structure at Toshiba America resulted in inefficiencies in inter-divisional operations and communications. Centralized technical support bringing Notebook, Desktop, Electronic Services, Authorized Service Provider, Resolution Documentation and Outsource Vendors under single management. Led global implementation of ACD system increasing efficiency of customer service operations. The Automated Call Dispatch system at FileNET was archaic with limited capability for analysis of operational needs and performance. Led technical project team in worldwide implementation and upgrade to Apropos Call Link ACD and call management software from start to finish within three months without any interruption of productivity. This new ACD system provided individual, group and customer service metrics.