Oversee all aspects of Customer facing processes.

- Managed project plan for sundowning of Nook Study product. Oversaw the transition of Nook Study students to the new platform Yuzu. - Setup all levels of customer facing support for newly launched Yuzu product. - Recruited, hired and trained CustomerCare staff. - Selected external outsourcer for 12x7 customer facing support. - Implemented Saas applications for online knowledgebase and ticketing systems. - Oversaw creation of integrated tools between Saas CRM and Yuzu User account infrastructure systems. - Developed and rolled out returns process between 742 Campus Bookstore Managers and Yuzu CustomerCare. - Throughout a difficult initial 1.0 through 2.0 releases of product maintained an above 85% CustomerCare Satisfaction rating. - Worked with Product and Development championing customer reported issues: delivering feedback and statistics to management and Product teams, affecting the focus of 2.0 release resulting in a marked improvement of Customer Satisfaction ratings with not only CustomerCare but Product to above 90% and lowering of incoming ticket volumes as percentage of sales by 61%.

Setup all levels of consumer support for newly launched product. Recruited, hired and trained CustomerCare staff. Selected external outsourcer for 24x7 customer facing support. Implemented cloud Saas applications for Phones, Online knowledgebase and Ticketing systems. Managed all social network presence for Striiv via Facebook, Twitter, Amazon product reviews page and Striiv.com forums. Developed and rolled out product RMA systems. In the first year through process improvements in packaging succeeded in reducing warranty costs by 50%.

Responsible for managing Tier 2&3 level support for high profile Enterprise Clients. Managed resolution of issues from client origin through Development, QA and deployment to Production environment. Upon arrival completed needs analysis, selection and implementation of CRM system. Took company support costs from a deficit due to contractual Service Credit penalties to zero cost platform within 2 months.

Responsible for all aspects of technical support, customer service, presales and online store sales fullfillment. Achievements: • Building customer service and technical support organization. • Creating business processes to resolve customer issues and manage feedback in a fast paced product cycle environment • Managed two beta trials of new product platforms.• Implemented and managed online store - managed relationship with 3rd party warehouse, fullfillment firm and all aspects of inventory control.

Defined, grew and managed Technical Support, Training and Documentation departments. Lead the provision of Tier 2-4 level support to Carrier Level enterprises (Sprint, Cingular, Orange, and British Telecom). Defined and implemented all departmental processes, procedures and systems to maximize efficiency and return on investment, and to deliver against company strategies. Oversaw creation of SEVEN product documentation and training Recruited and empowered an impressive technical team of seven, including deployment, career planning and progression. Defined and set the bar high for customer satisfaction metrics. Provided technical leadership, to include product knowledge and reproduction of critical problem reports. Successfully, influenced cross-functional product development team to focus on improving product quality and customer satisfaction.

Managed all aspects of departmental operations: budget development and maintenance, hiring, policies and procedures. Effectively represented technical support at the executive level to ensure appropriate decision making regarding customer communications and product development plans. Developed and maintained strong cross-departmental communication and structure to ensure the company-wide customer focus. Maintained a significantly low employee turnover average using strategies for employee retention via career path development from technical support into a wide variety of company departments.

1994 Internet Product Mgr-Developed concept of marketing 3rd Party Mac products via the Web. Created interface design. Located, evaluated & negotiated co-marketing agreements w/3rd party developers. 1993 Int'l Support Mgr-Duplicated the success of domestic support within intn'l distributors' support orgs. Established info systems sharing technical information between corp. tech support dept & dist. Developed on-site tech training program for all distributor personnel. 1990 Customer Sat. Mgr-Created the Global Village Customer Service department: hiring, establishing support policies & procedures. Sucessfully grew the staff, handled an average of 3500 cases per week, while maintaining highest quality ratings from every major Mac industry publication. Established electronic forums on all major commercial on-line services. Implemented a dedicated Corporate Account Support Team, with a standard of service that directly resulted in increased sales to Fortune 500 accounts.