Operations & project management, design, implementation, and training of global service systems and business processes. Specializing in Remote and Field Service using Oracle Service Cloud (RNT), SAP ECC & CRM, and Salesforce Service Cloud.

Outlined, developed and implemented a new team in the Customer Engagement Centre called the Incident Handling Team responsible for the capture, management and handling of all inbound customer requests related to Kodak's commercial imaging business. Leadership responsibility to ensure that all inquiries related to service, operations, parts ordering, directory assistance and escalation management are handled quickly, efficiently and routed and/or managed according to process and business… Show more Outlined, developed and implemented a new team in the Customer Engagement Centre called the Incident Handling Team responsible for the capture, management and handling of all inbound customer requests related to Kodak's commercial imaging business. Leadership responsibility to ensure that all inquiries related to service, operations, parts ordering, directory assistance and escalation management are handled quickly, efficiently and routed and/or managed according to process and business requirement.Create, develop and maintain internal process documentation repositories and ensure consistency of process through involvement, development, implementation and reinforcement of company business policies and procedures related to the Customer Engagement Centre.Escalation point for inquiries related to Kodak's Service Operations Policies and procedures (Service Marketing Office, Implementation Planning, Credit & Collection, Call Centre (FCT), Service Logistics, Inside Sales and Order Management).Responsible for Kodak's Escalation Management process designed to drive a standard resolution process and root cause analysis for continuous improvement and cost of quality designed to maximize customer uptime & productivity, improve customer (internal & external) communications and provide a simple & streamlined process to initiate a request.Key stakeholder and business representative in service based company integration projects responsible for both ERP/CRM systems analysis, design, operational alignment and implementation. Show less

Ensure consistency of process through involvement, development, implementation and reinforcement of company business policies and procedures related to the Technical Response Centre.Create, develop and maintain internal process documentation repositories.Key representative in design and development of new processes and policies that include or affect the Technical Response Centre.Escalation point for inquiries related to Kodak's Service Operations Policies and procedures… Show more Ensure consistency of process through involvement, development, implementation and reinforcement of company business policies and procedures related to the Technical Response Centre.Create, develop and maintain internal process documentation repositories.Key representative in design and development of new processes and policies that include or affect the Technical Response Centre.Escalation point for inquiries related to Kodak's Service Operations Policies and procedures (Service Marketing Office, Implementation Planning, Credit & Collection, Call Centre (FCT), Service Logistics, Inside Sales and Order Management)Manage internal Technical Response Centre asset list and ensure life cycle of individual workstations is up to date and refreshed according to Kodak's internal TCO policies.Training and mentorship of new hires and existing team members in new business processes, customer relationship management tools and interaction skills in order to successfully support a worldwide customer base.Key stakeholder and business representative in service based company integration projects responsible for both ERP/CRM systems analysis, design, operational alignment and implementation. Show less

Brand identity and development across multiple mediums (print and new media design & communication, photography and motion & film).www.thomasmortonstudios.com

Lead a team of Remote Support Engineers providing support of proprietary workflow and software products in the prepress production and printing industry. Facilitated the daily reactive and proactive support activities of the team including strategic planning, scheduling, managing escalations and team member growth and development. In addition, worked alongside the Response Center Leadership team to achieve the overall goals and strategy of the RC.Responsibilities included:… Show more Lead a team of Remote Support Engineers providing support of proprietary workflow and software products in the prepress production and printing industry. Facilitated the daily reactive and proactive support activities of the team including strategic planning, scheduling, managing escalations and team member growth and development. In addition, worked alongside the Response Center Leadership team to achieve the overall goals and strategy of the RC.Responsibilities included: Ensured customer satisfaction with quick response to customer calls, customer escalations and issues, as well as a high level of overall performanceProvided effective people leadership to all members of the teamCoordinated team’s daily work activities, generated and maintained team’s staffing schedules, maintained training and skills profile for each team member and coordinated training activities and field visitsBuilt and maintained a strong working relationship with the Product Development community, Order Management & Implementation Planning teams as well as the field organizationDerived HR requirements with the Response Center Director and managed recruitment process for the team. Conducted performance appraisals and/ or provided on-going feedback and mentorship to team members Show less

Telephone and web based (email, chat, IM, internet portal) remote technical troubleshooting to internal and external customers in support of Kodak’s proprietary workflow systems and associated industry standard prepress and production applications. In depth technical support and troubleshooting including diagnosis of issues, recommendation for process efficiencies and workflow improvements, remote connectivity to customer sites using proprietary and approved support tools, training and… Show more Telephone and web based (email, chat, IM, internet portal) remote technical troubleshooting to internal and external customers in support of Kodak’s proprietary workflow systems and associated industry standard prepress and production applications. In depth technical support and troubleshooting including diagnosis of issues, recommendation for process efficiencies and workflow improvements, remote connectivity to customer sites using proprietary and approved support tools, training and new customer installation/start-up assistance. Show less