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Martin Jaffe is listed as ► Customer Service and Support Professional | martinljaffe@sbcglobal.net at ML CONSULTING, based in Burlingame, California, United States. AeroLeads shows a matched LinkedIn profile for Martin Jaffe.
Martin Jaffe previously worked as Advisor at Ml Consulting and Director, Customer Care at Plastic Logic. Martin Jaffe holds Masters; Mba, Business Administration; International Marketing And Finance from Thunderbird School Of Global Management.
CUSTOMER SERVICE AND SUPPORT PROFESSIONALLeader with a proven track record of success in strategic planning, problem solving and decision making abilities with exceptional customer service and support background. Experience in the high tech industry managing customer support teams with as many as 30 people with a reputation for delivering outstanding service to both internal and external customers.Specialties: CUSTOMER SUPPORT for CONSUMERS, ENTERPRISE and CHANNELSContact Center Management * Technical Support * Self-Help Tools * Social Networks * Service Revenue * Forward & Reverse Logistics * ERP integration * SaaS CRM Deployment - Configuration * eMail Campaigns *PROFESSIONAL SERVICES MANAGEMENT: New Product Launches * Technology Integration * New Business Development * Project Management OPERATIONS MANAGEMENT: P&L Responsibility * Procurement * Business Alliances * Team Building
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Available for assignments to:► Produce a customer care strategy based upon the latest concepts; social networks, outsourcing, self-help support tools, social crm and multiple contact methods► Define, help select and negotiate an outsourced service/support solution including SLAs,KPIs and operational metrics► Help define, staff or manage on premise support.
Developed the customer care strategy for QUE ProReader, the implementation plan and then staffed and managed the Customer Care teams. Researched the market and competitors' processes to define and write a custom strategy, tailored for CustomersStructured the support website to emphasize chat, KDBs, videos and support forums to encourage immediate answers..
Rolled out a simple and unified planning process for the Consumer Division post acquisition of mSystems. Trained new sales force, conducted sales review meetings, and presented clear and concise sales forecasts to executives Designed analytic models to calibrate growth rates vs market share vs assumptions, identifying key data relationshipsDeveloped sales.
Led and staffed the Customer Support function: professional services, technical support, publications and Managed support and operations: a global network operating center (NOC), daily network maintenance, customer installations and troubleshooting of each component for several internet over satellite systemsHired a 24 X 7 tech support team to handle.
Co-founded and managed a software start-up / spin-off from Mitsubishi that developed an ecosystem for serving up content and advertisements while controlling a complete home theater entertainment systemSolicited funding, wrote the business and go-to-market plans; built industry relationships and partnerships, recruited employees, developed an advisory.
Responsible for 20 people in pre-sales and post-sales support, contracts, and planning for products with over $50 million of annual revenueManaged and built the customer support team, and ran operations and legal functions for new business groupsEnhanced the NPI process to work cross-functionally and cover the complete product life cycle
Designed, implemented, and managed the customer service and support strategy for the Radius Computer. Outsourced warranty repair, extended warranty and tier 1 call center functions to 3rd party firms in the USA reducing costs by 30%Managed the forward and reverse logistics and SCM relationship for the PC graphic card division resulting in improved.
Received Sun's "Best of Breed" Award in 1992 and 1993 for implementing an updated revenue and margin forecast. Helped double revenue from $500M per quarter to $1B per quarter, and enhanced inventory turnover 6xDesigned and developed an SQL-based worldwide database and reporting system (SunGOLF/SunGLOBE
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Martin Jaffe works for ML CONSULTING.
Martin Jaffe is listed as ► Customer Service and Support Professional | martinljaffe@sbcglobal.net at ML CONSULTING.
Martin Jaffe is based in Burlingame, California, United States while working with ML CONSULTING.
Martin Jaffe has worked for Ml Consulting, Plastic Logic, Sandisk, Aloha Networks, Inc, and E-Remote, Inc.
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Martin Jaffe holds Masters; Mba, Business Administration; International Marketing And Finance from Thunderbird School Of Global Management.
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