Tom Eppinger Email & Phone Number

Raleigh-Durham, North Carolina Area

• Represent IT to the Customer Success Operations (CS Ops) organization including Service Delivery, Global Support, and the Quality and Process Innovations teams• Implement and drive adoption of an IT Service Management methodology in the CS Ops space as part of NetApp’s IT transformation• Manage Annual Operating Planning (AOP) activities with CS Ops stakeholders to drive business cases, budgetary processes, and provide rationale and priority to key initiatives• Lead efforts for project approvals through the IT and Business governance processes• Manage the delivery of key technology projects• Developed and drove implementation of a High Availability business continuity plan for critical CS Ops capabilities that are directly impacting customer satisfaction and cost metrics

Atlanta, Ga

• Led strategic cross-functional teams in planning and implementing Cbeyond’s market introduction of new Cloud-based product lines (servers and PBX)• Created an enhanced company-wide Voice of the Customer program, focused on categorizing customer survey data, identifying operational improvements, and providing informational feedback to appropriate internal teams and individuals • Managed implementation of a strategic initiative to increase the loyalty of our small business customers through an enhanced welcome experience and increased adoption of value-added applications

• Achieved call center process improvements with a voice and broadband Internet services provider focused on serving small business customers, including the implementation of a technical support process “run book,” interactive voice response improvements, and improved services and response for customers who have lost all network services• Assessed cost and productivity management processes and current performance across all company business units and functional areas at the nation's largest electric utility; identified and quantified the top activity-based drivers of cost and productivity in each business unit• Developed significant near-term cost saving recommendations for a large electric utility's shared services center based on a review of its organizational model and cost/productivity performance against leading practices and benchmarks

Raleigh-Durham, North Carolina Area

• Developed the business case for a new on-line channel fulfillment model, enabling end-customer data capture through all sales channels, reducing fulfillment costs, and increasing customer retention; led global roll-out of new systems and processes • Responsible for order management, customer service, partner operations, and data management

• Performed numerous cost management and customer analysis projects with EarthLink's Corporate Finance organization and business operations analysts

• Managed call center and warehouse operations departments of a large national industrial supply stocking distributor specializing in next day delivery

Mba

Bse, Mechanical Engineering

Education record