Christopher A. Noel Email and Phone Number

Precision Agriculture Learning & Development

I was promoted to oversee the development and delivery of all internal, dealer, and end user technical and operational training for this $26B global industrial machine manufacturer, where I create, implement, and track KPIs and metrics for service training. I develop, manage, and conduct continuous improvement projects, and I identify areas for improvement. I supervise a staff of technical trainers in North America, with an indirect staff of sales and technical trainers in Europe, South America, and Australia/New Zealand. I’m also responsible for the training (LMS) and support (CRM) applications use by multiple divisions. I work closely with Product Management and Product Development on the design and delivery of world-class training content, and I coordinate 3rd party relationships and update applications as needed.Selected Accomplishments:• Increased revenue for the Precision products line by improving sales training content and subjects.• Improved employee training participation in the Agriculture division by creating an internal certification on selling and supporting technology products.• Dramatically reduced application hosting costs by consolidating content delivery tools

During this time, I directed global customer support, including all operational and technical support issues for dealers and end users, for a $90M Precision Farming product line. I created all KPIs and monitored metrics, prepared and delivered monthly reports to senior leadership, and served as a Project Manager for new technology implementations. In addition, I tracked global work loads to determine staffing adjustments and supervised multiple teams at regional support centers.Selected Accomplishments:• Facilitated a major growth in precision farming parts sales.• Improved efficiency by implementing MS Dynamics CRM and a new telephony system in less than 6 months.• Enhanced employee satisfaction and retention by introducing an employee performance index.• Reduced customer downtimes from hours to minutes through effective resolution processes

This was a promotion to oversee customer service contracts within the federal customer base, including Dept. of Energy (DoE) and VA Medical System, for a $8B data and telecom equipment company, where I served as the senior escalation point for all customer issues. I also planned and managed system maintenance and upgrades.Selected Accomplishments:• Achieved 100% retention for all service contracts with the 2 largest accounts.• Increased contract revenue with the DoE, FAA and VA Medical System.

I managed 24x7x365 technical support operations, including a centralized service call center, and was responsible for service tech dispatch, parts management, technical support, live network monitoring, and more. I administered the CRM and telephony systems, supervised up to 80 direct reports, and oversaw disaster recovery/business continuity functions.Selected Accomplishments:• Promoted from Call Center Operations Supervisor to Technical Support Operations Supervisor in 2007.• Delivered key cost savings by implementing a multi-media routing system.• Recognized for maintaining 99.999% customer uptime through effective field services management.• Enhanced productivity by creating and guiding a new hire training program.• Key member of the Document Change Control Review Board that ensured compliance with ISO requirements.