Christopher L Sparrow Email & Phone Number

San Jose, California, Us

Primary point of contact for multiple strategic global accounts: Siemens Healthineers, Motorola Solutions, Verifone, Diebold, and Haemonetics. Responsible for revenue from those accounts of over $50M annually, and working closely with global operations teams to drive profit margins to 16% or greater. Constant probing of customer relationships for potential business opportunities that can either be naturally transitioned with existing capabilities, or handed over to our Sales Team for proper vetting as NBI. Constant focus on VOC ratings from all customers, including improving 2 major customer accounts from red to green ratings. Continuously working with global operations teams on sharing best practices, labor efficiencies, and process efficiencies, including: plant level customer focus team organization, repair floor layouts, material movement flows, enforcing proper system usage, and using Google Apps and Scripts to automate data analysis and reporting capabilities. Drive improvement projects across business functions, including customer teams.

San Jose, California, Us

Critical team member focused on transitioning the Global Repair Organization from MSI to Sanmina. Manage discovery, business requirements, and process flow development globally. Influence Executive Management decisions with precise, fact based accounts of progression of transition. Manage relationship with IT teams in both Sanmina and MSI. Manage all technical solution related escalations from multiple business organizations at MSI. Coordinate all BA’s at both Sanmina and MSI for testing activities and onsite support. Designed and facilitated development of dynamic invoicing application that normalizes data from multiple MSI application environments and feeds activity reports to Sanmina Finance team. Post transition remit will focus on using advanced technology to drive efficiency and cost reduction, including but not limited to: smart RFID tags on totes for tracking and printing, smart RFID tags and geo fencing for near real time inventory accuracy, 3D printing for custom components and plastics repair

Chicago, Il, Us

Played critical role on M&A team for the sale of the Global Repair Organization to Sanmina, managed addendums of the TSA related to use of technical environments, data, and reporting between MSI and Sanmina. Managed identifying, tracking, and estimating financial value of home grown technical solutions, and identifying and tracking IT supported application environments that would be needed during transition. Managed a staff of 8 Technical Program Managers. Mentored team on requirements gathering and writing, use case definition, resource management, and general program management. Resolved all escalations of any project issues from each PM. Designed and prototyped portal for new service offering: Life Cycle Management. Managed 3 separate critical projects that all impacted the same 2 physical locations to a single project, dramatically reducing project timelines and development costs, and allowing for quicker recognition of nearly $1M a year cost savings. Designed automated KPI reporting for Global Repair Organization, which members of my team built. Managed transition of Global WiBB technical support and Sales and Partner Interaction Centers from outsourced solutions to the Czech Republic, saving $200K in startup costs and over $700K in yearly operating expenses. Designed RMA portals for EMEA and APAC Enterprise business, increasing pre-logged RMA activity in EMEA by 100% and offering a portal for the first time in APAC.

Chicago, Illinois, Us

Managed consolidation of Europe, Middle East, and Africa non-technical and technical call center activity to a multilingual, shared services site in the Czech Republic. Reduced theater wide operating budget from over $20M to less than $5M in 18 months. Managed relocation of NALA non-technical call center activity from the US to the Czech Republic. Recruited, hired, and managed staff of over 100, including multilingual management team, software and hardware engineers, network engineers, and non-technical contact center agents. Secured toll free or local dialing numbers in all countries where service was provided. Created efficiency metrics and dynamic call routing to ensure best available response for theater wide customers. Implemented customer satisfaction survey program and managed EMEA team to 4.7 customer satisfaction score on a 5 point scale. Managed NALA non-technical team to increase customer satisfaction scores from 3.2 to a 4.2 over an 8 month period.

Chicago, Illinois, Us

Managed a staff of 20 technical support specialists, originally organized as Level 1 and Level 2 support. Created efficiency metrics based on analytical review of previous 3 years of phone and email volume. Negotiated increased headcount based on analytic review and restructured team to better support categorized volume trends. Managed team to 87% first contact resolution and 95% same day resolution for non-escalated issues. Achieved 92% increase in customer satisfaction, from 2.5 to 4.8 on a 5 point scale. Mentored 3 team members in personnel and call center management who later became key members of the management team.Symbol Technologies was purchased by Motorola Inc. in January 2007

Noida, Uttar Pradesh, In

Managed a staff of 30, including, 3 Supervisors, 6 Siebel Administrators, 5 Second Level Support Technicians, and First Level Technicians. Achieved bringing a non reference-able account to an A+ account. Managed First Level Support Technicians to efficiencies of 350 calls per technician per month while successfully meeting all SLA’s. Managed entire team to maintaining 97% customer satisfaction. Provided service and performance analysis to Upper Management and Client Management on regular basis. Handled all Helpdesk related escalated issues from Client. Traveled to Client offices weekly for inter-company task force meetings. Developed SOP’s for Helpdesk processes and interactions with Client. Planned and managed migration of entire team from NY office to NJ office with no impact to Client. Project Manager for internal revamp of Corporate Intranet and Business Unit portals. Troubleshot and resolved network connectivity issues between Corporate office and Client site.

Noida, Uttar Pradesh, In

Onsite Project Manager for rollout of new hardware and software to entire sales force of Wyeth Pharmaceuticals, over 4,800 Sales Representatives. Managed distribution of new hardware, collection of returned hardware, and any onsite repair issues. Resolved all technical issues around site (often hotels) set up, including “War Room” network, and “Sync Room” analog lines. Provided reporting and analysis of progress, issues, and risks throughout entire rollout to Upper Management and Client Management. Asset Management Liaison, point person for inventory control and asset accountability of all Client assets. Managed relationship between Client personnel and internal Asset Team. Developed SOP’s for cross company processes involving the movement and tracking of all assets.

Associates, Finance, Business Management

Education record

Education record