John Bivona Email & Phone Number

San Francisco, California, Us

Hicksville, Ny, Us

Principal product owner, visionary and architect of Salesforce.com platform including 3,500 internal users and over 700,000 customer portal users.Lead a cross functional team responsible for driving CRM business strategy, delivering solutions and development across the full spectrum of Salesforce platform.

Melville, New York, Us

Combining strong technology skills with deep business process and operations experience has helped me become valuable member of the Nikon team. During over 6 years at Nikon, I've worked with nearly all departments and functions of the company to improve operations and increase "lead to revenue" opportunities.In addition to sponsoring and managing Nikon's Salesforce.com CRM implementation, two key accomplishments include:Lead CRM/Web Based marketing campaign implementation which culminated in over $9M actual sales orders.Successfully lead SAP/SFDC Quote2Order integration resulting in over $1M/yr cost reductions.

Center Valley, Pennsylvania, Us

-Displayed strong leadership skills while overseeing a technically advanced support group in NY and PA in addition to a 100 seat support center in FL.-Implemented policies and procedures which increased service level from 65% to 87% in 9 months.-Improved customer satisfaction by stressing the importance of monitoring quality. Agent coachingdirectly increased average agent QA scores from 65 % to over 85 %.-Increased revenue by initiating a technical sales program within the support center that capitalized on up-sell opportunities while providing superior technical support.-Planned, developed and implemented an Epiphany CRM system as a replacement to several disjointed database systems within the company’s support infrastructure. Resulting in:-Increased the efficiency and consistency of call center reps while allowing them to provide a higherlevel of personalized service to customers.-Enabled senior technical staff to develop product analysis reports that improved knowledgebaseusefulness and identified when product improvements where required.

Tampa, Florida, Us

• Directly responsible for North/South America technical support infrastructure.• Led various strategic projects related to the creation and continuous improvement of the Global Customer Support group. • Implemented an entitlement verification process that led to the reduction of direct labor expenses while significantly increasing revenue. Prior to this, nearly 50% of customers did not have a valid support contract in place. • Built strong internal relationships with various areas of the company such as executive level staff, Professional Services, Engineering and Quality Assurance.• Managed two call center managers, three senior product supervisors and one QA coordinator, who in turn managed an overall group of 30 first, second and third level technical support engineers.• Responsible for overseeing the creation and accuracy of periodic statistical reports which were presented to and reviewed with executive staff regularly, including the CEO, CIO, COO and vice president level staff.• Measurable accomplishments include multiple double-digit increases in consecutive quarterly customer satisfaction surveys and reducing average monthly agent answer time to 10 seconds.• Extensive improvements were made to the quantity and quality of information the support group provided to the product engineering and development group. • Oversaw the development of a product knowledgebase that improved the level of service the group provided and served as an important resource for other technical groups throughout the company.

Newbury, Gb

Zurich, Ch

• Coordinated global standards policies by researching and assessing new technology developments.• Managed key global account relationships with HP, Compaq, Microsoft, IBM and Toshiba.• Researched and implemented new technological advancement projects including contract negotiations, product procurement, pilot projects and final rollout.• Provide product analysis reports for management relating to global pricing and performance.

Riverhead, Ny, Us

Riverhead, Ny, Us