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Customer Support Professional with more than 20 years of executive-level experience. Passionate about customer service as a competitive advantage and a documented history of managing teams to success. A hands-on leader with the ability to think strategically, but with the experience to lead a technology organization by example. A proven initiator with superior leadership, project management, coaching, technical, and interpersonal skills.Specialized in: Employee development and motivationOutsourced partner relationship builder Expert in designing the most cost-effective systemsKeen evaluator of new technologyCRM design and implementation New product development and launch
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Head Of Worldwide Consumer SupportMasimo May 2020 - PresentIrvine, Ca, Us -
Adjunct Professor - Graduate School Of Business And Computer ScienceNational University Nov 2006 - May 2020San Diego, California, UsAdjunct professor of Computer Science with National University teaching graduate level computer science and business courses. - Led a steering committee for degree program overhaul. -
Head Of Customer Service OperationsSound United Aug 2019 - Dec 2019Carlsbad, California, Us• Led the department transition to Microsoft NAV ERP with no downtime and minimal impact on customers. • Spearheaded cross-functional team that ensured company PCI compliance and purge of non-compliant data.• Leveraged the use of Oracle CRM between Sales Operations and Customer Support to minimize errors and improve customer satisfaction. • Consolidated Ecommerce functions under Service Ops. -
Director, Technical SupportQsc Jun 2018 - Jan 2019Costa Mesa, Ca, Us- Defined company roadmap for future Customer Experience Management including multiple support tiers with outsourced providers and revamped SFDC CRM instance.- Reduced call abandon rates from 40% to 12% utilizing improved workforce and case management.- Initiated RFP for outsourced technical support and negotiated an MSA and SOW with the chosen vendor.- Redesigned the customer support telephony infrastructure in order to support a multi-tier model.- Created the scope of support for Tier 1 through 3 technical support based on input from major stakeholders. -
Senior Director Of Worldwide Service And LogisticsDnd Foods Inc Jan 2017 - May 2018• Implemented, configured, and administered Zoho CRM package to enable worldwide account management team to better track customer accounts and prospects.• Developed SOP’s for company procedures such as sales orders, logistics management, and customer service.• Built a market forecasting model to better track cyclical changes in ordering patterns from major customers.• Developed training program for the global sales team to standardize product line knowledge.
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Director Of Worldwide Technical Support, Customer Service, And Social Media SupportWestern Digital Jun 2000 - Dec 2016San Jose, Ca, Us• Built an award winning global 24x7 service and support organization covering fourteen different languages with twelve regional call centers and six service centers including web and social media support.• Project owner for the successful launch of a $5 million, 550 seat Salesforce CRM implementation, including integration with Tibco middleware, corporate knowledge base, community forums, and social media, along with an extremely intricate RMA processing system in conjunction with Oracle ERP.• Drove continuous improvements to the company’s service and support website to reduce customer effort and improve adoption of automated tools.• Partnered with GM’s of the business units to ensure coordination of the end-to-end customer lifecycle.• Drove monthly presentations of key metrics to the executive team up to and including the CEO which included customer feedback, product reviews, and detailed customer insights help direct product improvements.• Directly negotiated vendor contracts and moved call and service centers whenever necessary to meet business demands, realizing more than $2 million in annual savings.• Drove increased retention and customer adoption of subscription services through a combination of superior service and taking a proactive approach to customer issues by training agents on next issue avoidance.• Drove global service centers to exceed contractual SLA’s and adjusted service offerings to fit business needs.• Led company’s knowledge base project utilizing Oracle CRM resulting in 50% reduction in call and email volume for savings of more than $750,000 over a two-year period.• Redesigned company’s customer support phone system to improving CSAT and saving over $15,000 a month.• Integrated interdisciplinary teams in such areas as retail software development and new product introduction resulting in the launch of five new retail installation suites and numerous product launches. -
Adjunct ProfessorUniversity Of Phoenix Aug 2008 - Jan 2011Phoenix, Az, UsAdjunct professor of Computer Science with University of Phoenix teaching graduate level computer science and IT courses. -
Technical Support ManagerZyxel Communications Jun 1996 - Jun 2000Hsinchu City, Taiwan, Tw- Managed the installation and integration of the company’s first professional CRM package allowing for statistical call tracking and analysis.- Negotiated outsourced call center services with a major OEM customer resulting in revenues exceeding $600,000 per year. Managed the account including all reporting functions and off-site training.- Took part in the DSL Forum plug-fest, conducted interoperability testing, and secured certification of ADSL CPE equipment with the technology standards body.- Participated as part of a contract negotiation team along with the General Manager and Sales Director in order to secure additional sales channels. Customers included Netgear, Sprint, Verizon, and numerous distributors.- Was responsible for all North American technical and sales training OEM customers and distributors.- Developed and installed technology demonstrations at trade shows and for onsite visits.- Responsible for global best-testing program including hardware distribution, tester qualifications, and daily maintenance of issue reports.- Created documentation and reviewed all marketing collateral for new hardware and software products.
Dennis Ulrich Skills
Dennis Ulrich Education Details
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Uc IrvineStrategy And It -
University Of PhoenixBusiness Information Systems
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University Of California, RiversideBusiness Administration
Frequently Asked Questions about Dennis Ulrich
What company does Dennis Ulrich work for?
Dennis Ulrich works for Masimo
What is Dennis Ulrich's role at the current company?
Dennis Ulrich's current role is Head of Worldwide Consumer Support Masimo.
What is Dennis Ulrich's email address?
Dennis Ulrich's email address is de****@****ero.net
What is Dennis Ulrich's direct phone number?
Dennis Ulrich's direct phone number is +194967*****
What schools did Dennis Ulrich attend?
Dennis Ulrich attended Uc Irvine, University Of Phoenix, University Of California, Riverside.
What are some of Dennis Ulrich's interests?
Dennis Ulrich has interest in New Technology, Investing, Real Estate, Education, Digital Photography And Video, Personal Development, Management Training, Home Theater.
What skills is Dennis Ulrich known for?
Dennis Ulrich has skills like Crm, Leadership, Management, Cross Functional Team Leadership, Product Management, Training, Project Management, Technical Support, Program Management, Sales, Call Centers, Six Sigma.
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