Gender

Male

Location

Castro Valley, CA

Birthday:

December 20

About me

CUSTOMER SERVICE & SUPPORT OPERATIONS PROFESSIONAL with extensive broad based Customer Service & Technical Support administration experience spanning over 15 years in leadership capacities as a Sr. Director managing “best practices” in-house and outsourced operations for support centers in the USA as well as India, the Philippines, and Canada. ACCOMPLISHMENTS & ATTRIBUTES:  Excellent written and verbal communication and presentation skills.  Articulate and persuasive with the ability to adapt and work with cross functional matrixed teams and departments.  Strong “hands on” organizational and project management skills leading by example.  Proven success in implementing cross-functional initiatives requiring support and buy-in from all levels within various organizations.  Started and managed in-house and outsourced Customer Service/Support departments and centers worldwide, providing Tier 1, 2, & 3 service levels.  Prior experience successfully managing internal/external customer/partner relationships, which included resource planning, cost estimates, client implementation, and adherence to set deliverables.  Proactive, resourceful, and collaborative in finding root cause and solutions for customer issues and service failures.  Analytical, Metrics & KPI driven with a strong focus on giving the customer a “world class” experience.  Created high-performing organizations by continually utilizing Six Sigma Best Practices in the design, implementation, and quality improvement of all department processes and procedures.  Met or exceeded requirements for multiple SLAs & Metrics for account activations and revenue generation.  Experience with conflict resolution and employee relations in a professional business environment  Maintained a low rep staff turnover rate of 14%, after reducing it from a high of 34%.  Administered and managed budgets/P & L in excess of $27 Million.

Website

http://www.linkedin.com/in/philromero

Company

Joby, Inc

Title

Director Customer Service & Support