Janet Cornell Email & Phone Number

Fremont, California, United States

Fremont, California, United States

Fremont, CA

• Manager of the Customer Service, Order Processing and RMA teams for the Industrial Networking Division- North America. My award-winning customer service organization is used as a benchmark for other Belden customer.
• Navigated the Customer Support organization through a challenging transition following acquisition and merging with our parent company.
• Transformed and expanded the customer support organization. Hired highly competent, technically knowledgeable and customer focused staff members - maintained zero attrition over 7 years
• Improved customer satisfaction from 62% to 98% over 8 weeks and maintained 98% or better for the following 5 years
• Created “Customer Hi-Touch” program to reconnect with customers resulting in 900K in revenue.
• Created formal training program, service levels and KPIs, developed a metric dashboard to capture and display staff performance both live and historical.

San Jose, California, United States

• ► Initial Directive: Establish and develop the Customer Service function at this Start UpProvided support for all customer issues from quote to RMA. Developed and streamlined department processes/ procedures.
• Created custom reports to measure account performance and on time delivery. Created Sales dashboard and Bi-annual Customer Satisfaction survey.
• Worked with IT to develop a shared server with our contract manufacturer in Thailand to track and manage RMA repairs and Failure Analysis reports.

San Francisco, California, United States

• ►Initial Directive: Expand a 3 man team into a 24/7 multi-location Technical Support team. Providing support via telephone, online chat and email as well as hands on support for the customer servers on site. (37staff.
• Expanded the team to provide 24/7 support coverage. Added a Tier 1 layer, reducing customer hold time from 20 mins (avg) to less than 1 minute.
• Implemented the use of an off-shore support team in India for chat support and overflow coverage from a team in Canada
• Created measurable processes and procedures
• Prepared and provided remote training to off-shore teams
• Implemented and administered the telephone ACD system, online Chat and case management systems

San Jose, California, United States

• ►Initial Directive: Build a 24/7/365 "World Class" Network Operations Center - from the ground up. I simultaneously performed the following tasks to meet our “Go Live” date 90 days out.
• Hired skilled systems engineers for tier 1 and tier 2 support - (15 staff members)
• Established priority and escalation levels and created service level agreements.
• Developed all processes and procedures
• Managed the CRM implementation. Design and implementation of phone ACD and NOC monitoring.
• Developed shared drive knowledgebase for staff collaboration. Created departmental KPI’s

Foster City, CA

• ►Initial Directive: Build 3 teams - Technical Support, Product Support (Hint and Tip), and Customer Service/Direct Sales
• I transformed a 3 member team doing minimal tech support into 3 teams(18 staff members) providing tech support to the customer, play testing and product demonstrations, events and conventions as well as order.
• Introduced a 900# hint and tip line that generated more than $100K monthly.
• Developed and streamlined department processes/ procedures

Associate Of Arts (Aa) Incomplet, Business Administration And Management, General, 3.0

Fundamentals O Telecommunication & Networking