Head of Client Solutions and Services

Currently leading global supply-chain program implementation tied to major corporate acquisition. Responsible for driving plans to operationalize and optimize expanded service delivery strategy for global client portfolio.

Provide leadership and oversight to Service Delivery and Key Account Management teams while leading over 30 FTEs and five direct staff of regional operations leaders. Managed and improved service center performance, staffing ratio goals, and financial goals. Involved in planning, organizing, and managing all customer delivery operating activities within the departments to ensure Key Performance Indicators and Service Level Metrics are met. Implemented continuous improvement initiatives to drive maximum productivity and efficiencies leveraging a standard operating platform while ensuring regional compliance in all markets supported. Serve as a leadership change agent as part of a business transformation effort for customer delivery and repair operations to establish Motorola Mobility strategy founded on a low overhead, strategic partner, variable operating platform allowing for dynamic ability to respond to market shifts. Projects & Accomplishments: Established and oversaw global service footprint network design, including locations, vendors, repair strategy, and total operational financial plan. Achieved scorecard improvement for #1 account from last to 2nd in service delivery. Obtained #1 ranking for mobile manufacturers from Brazil PROCON agency for consumer support.

Responsible for all aspects of the customer account and commercial relationship. Full global responsibility for customer Profit & Loss to meet and exceed annual revenue growth targets. Established scope of work, commercial terms and Service Level Agreements (SLAs) with customers. Analyzed and understood customer strategies and product roadmaps, and expansion activities to better identify client supply-chain and logistics process solutions. Projects & Accomplishments: Led Storage and Mobility global client groups for services division increasing operations footprint with key accounts expansion to Latin America and EMEA. Increased revenue by 30% with strategic global account through solution development of reverse logistics and warranty service programs. Drove turnaround of loss making accounts to profitability with investment of delivery capabilities providing client solutions to convert OpEx to variable structures.

Responsible for developing and executing the strategic plan for the customer support functions including the scheduling and planning, purchase and procurement of materials, repair operation, budgeting, support systems, and delivery compliance. Developed, implemented and maintained supply chain policies and procedures, developed material schedules, and coordinated efficiently with purchasing, production, engineering, account management and strategic customers. Managed team of 12 professionals in functions of demand planning, vendor managers, and process engineering support of global customer support operations. Projects & Accomplishments: Spearheaded logistics initiative to maximize ocean freight as part of centralized repair operation and demand planning program resulting in a >50% decrease in freight spend and expedite fees. Accountable for delivery execution to enterprise customers ensuring delivery of to ensure zero downtime, delivering 98% on time to customer target.

Responsible for engagement and administration activities that supported defective product return, repair, and replacement. Defined, developed, and implemented reverse logistics strategy inclusive of customers and partners. Implemented Product Return and Asset Recovery programs for all storage products. Accountable for outsourcing strategy execution including network design, vendor selection, contract negotiation, and service level objectives. Projects & Accomplishments: Drove change in RL strategy to offshore partner network delivering over 25% savings. Spearheaded development of field service program for Network Attached Storage products