Don Harris Email & Phone Number

Omaha, Nebraska, United States

Omaha, Nebraska, United States

Direct a high performing services team of 15 staff focused on providing premium customer service to large banks and retailers. Establish consistent practices to delivery high quality service and product customizations, while maintaining high profitability margins.• Established strong practices to ensure consistently high level of service for customers in North America for BASE24 and BASE24-eps payment products.• Lead initiatives to establish technical training program for team, resulting in increased staff knowledge and value to customers.• Strong focus to develop leadership skills across team of product managers and technical consultants to increase value to customers.

Greater Omaha Area

Directed a 24 / 7 software maintenance and support organization of up to 20 staff, overseeing three key transaction processing systems (BASE24-eps, OpeN/2, and BASE24) servicing hundreds global clients. • Established best practices and built high impact teams interfacing directly with customers to reduce case backlog and provide high quality customer service.• Reduced case backlog 60% by teaming analysts with engineers while enhancing efficiency and increasing customer satisfaction 25%.• Successfully implemented a global follow-the-sun support initiative encompassing multicultural, multilingual, and diverse levels of staff experience.• Drove process changes to successfully leverage knowledge-base implementation and improve customer support experience.

Lead a transaction processing technical product support team that identified and profiled problems, determining key issues, and engaging engineering team to generate solutions. Mentored local and remote junior staff members while providing both hands-on customer crisis management and intervention services.• Cut client case backlog 67% from 300 to 100 cases in two years by transitioning efforts from engineering resources to analysts.• Significantly increased priority issue resolution four-fold from 20% to 80% while facilitating cooperation among internal organizations.

Omaha, Nebraska, United States

Accountable for product, project, and channel management including remarketing of partner products, business plan development, and managing strategic technology partnerships. Identified new partner growth opportunities, developed marketing and sales programs, and aligned and implemented technical initiatives.• Oversaw five key relationships, including Visa, Hewlett Packard, Diebold, NCR, and Oracle.• Influenced significant partner revenue year-over-year through identification and implementation of focused programs.

Master Of Arts (M.A.), Business & Professional Communication, 3.8

Activities and Societies: Lambda Pi Eta Honor SocietyOutstanding graduate program focused on developing and refining business leadership.

Bachelor Of Arts (Ba), History