Dan Roy Email & Phone Number

Lead revenue generating, strategic Enhanced Support Services , managing critical customer escalation for Top Accounts. Provide contractual reviews and feedback for customer negotiations. - Reduced Root Cause Analysis (RCA) labor costs by 50% - Maintained 20% faster response times for Top Account customer - Maintained 5-star customer satisfaction ratings - Expanded available services for new revenue, new customers - Reduced cost of ownership via faster bug /… Show more Lead revenue generating, strategic Enhanced Support Services , managing critical customer escalation for Top Accounts. Provide contractual reviews and feedback for customer negotiations. - Reduced Root Cause Analysis (RCA) labor costs by 50% - Maintained 20% faster response times for Top Account customer - Maintained 5-star customer satisfaction ratings - Expanded available services for new revenue, new customers - Reduced cost of ownership via faster bug / defect resolution (24%) Show less

Lead the acquisition and integration of 80+ companies. Provided transitional leadership and direction for incoming executives. - Managed hostile situations with 100% on-time completion. - Lead teams that crossed companies, as well as organizations. - Reduced project lifecycle 20% via change management programs

Lead strategic communications ($4B business unit, 4,000 employees,, 100 countries) - Authored internal and external strategic communications - Designed learning strategy: improve self-resolution from 26% to 95% - Reduced cost $1M annually - Improved utilization (-44% headcount, +53% resolution) - Secured 9 industry recognition awards for Oracle Support Excellence

Designed online partner program for training and certifications - Increased content by 32% to reduce inbound calls and labor cost - Reduced partner enrollment process from 29 days to 6 days - Lowered partner investment cost 24% - Managed Business Development for recruitment and retention with a 25% membership increase

Managed mission-critical technical support team - Created diagnostic methodology to reduce invalid software bugs 50% - Restructured capacity planning and job design (-43% response times)

Business courses taught: Organizational Behavior, Business Management, Managing Organizational Change, Principles of Management, Human Relations in Administration, Social Environments in BusinessPsychology courses taught: Introduction to Psychology, Human DevelopmentAwards: Outstanding Instructor Award, Adjunct FacultyNominee: Excellence in Teaching Award, Adjunct Faculty

M.A., Behaviorial Psychology

Behavioral Psychology, Counseling

B.S, Accounting, Management