Owen Snoey, M.Sc. Email & Phone Number

Kalama, Wa, Us

Yaounde, Centre, Cameroon

Provides day-to-day guidance to the non-profit organization, CriAfrik regarding the development of an Eco-Tourism and conservation program for Congo Basin reserves in South-Central Cameroon, Africa.♦ Developed the program business model and financial plans for a not-for-profit eco-tourism operation in South-Central Cameroon.♦ Guided grant funding efforts in line with program objectives including the preparation of funding application project management.♦ Defined key process requirements for primary forest and community conservation programs.♦ Conducted a competitive analysis of comparable eco-tourism operations in Africa, Cost Rica, and Indonesia.

Vancouver, Washington, United States

Building off of love of boating, we've set out on a new journey. That is, to prove to the boating community that electric propulsion is a viable, cleaner, and economically feasible, propulsion alternative for recreational boating.

Lake Stevens, Washington, United States

Portland, Oregon Area

Directed vertical consulting planning within Business & Management department composed of 16 specialized staff members for leading global information technology, consulting, and business process services company, with 200,000+ employees serving clients across six continents. ♦ Oversaw approximately $50M in services line of business for 4 large business clients, including Hewlett-Packard, Apple, Microsoft, Lexmark♦ Spearheaded design, development, and market service offerings to modernize work products and front office operations for large IT firms, applying modern technologies such as AI/Cognitive Automation, Robotic Process Automation, Block Chain, IoT and Analytics. ♦ Generated and executed design transformation with client centric experiences and consulting assessments on tech industry maturity for global clients.

Hewlett-Packard, Portland, Oregon

Led major global corporate program with Customer Service and Support business scope encompassing business leadership for all company separation projects across all geographic operations. ♦ Accomplished successful separation of IT and telephony infrastructure for 34 contact centers and 12,000 technical support staff within HP’s global product installed base. ♦ Procured staffing for regional and global support operations post-separation, securing over 12,000 qualified employees across all major geographic regions. ♦ Established new facility in Tunisia, North Africa for supporting global Francophone customers. ♦ Conceptualized and deployed Cloud Telephony Contact Center Strategy to replace fixed based Telephony architecture for new HP Inc. company.

Hewlett-Packard, Portland, Oregon, E.U.

Oversaw Global Contact Center operations for 34 contract centers and 10,000+ support agents including labor strategies, strategic partner sourcing, support channels, customer experience, support technology, and business intelligence departments. ♦ Strategized initiatives to change global partner management systems, resulting in improved Net Promoter Score by reducing detractor percent by 30%, service revenues at 107% of target, and reduced warranty costs to 93% year-over-year.♦ Improved problem resolution rates by 18% and shifted 35% of customer support volumes from agent voice to chat at comparable Net Promoter Score by executing innovative technical solutions. ♦ Increased customer loyalty and reduced support event costs by 12% through tactical billing incentive approach for outsource partner network.

Portland, Oregon Area

Led the alignment and formation of global strategic partner engagement & global support policy and process standardization, ensuring the global alignment of operational processes and customer experience execution across our global support operations. Responsible for the business transformation of all Personal Systems and Printing commercial customer support contact center resources, Web services and infrastructure across Hewlett-Packard operational entities.Accomplishments:• Transitioned and managed global process governance for HP’s Personal Systems & Printing commercial product support into PPS Global Customer Care• Responsible for plans resulting in a 75% reduction in unique service parts inventory nodes globally resulting in $12-15M annualized savings• Re-architected the logistics network for Latin America reducing inventory levels in the countries with no net increase in transportation costs and import tariff expenses• Ensured correct mapping of enterprise financial flows post-transition

Vancouver, Wa

Executed strategic sourcing global program for management and selection of services and operations partners across geographies and service functions. ♦ Applied strategies across business functions to reduce supplier and facility footprint over 50%.♦ Formulated cost effective methods by fortifying external relationships with suppliers, leading to 19% cost savings through volume aggregation, facilities consolidation, and leverage of embedded costs.

Genève Suisse

Managed Support and Service Operations international business program with 400 direct employees and 1500 outsourced agents across Europe, Middle East, and Africa, including full Profits & Loss responsibility. ♦ Achieved all time highest level of customer satisfaction in European Customer Support Program, per data analysis on customer feedback and ratings. ♦ Re-engineered service fulfillment capability for Europe, resulting in 30-40% repair costs reduction. ♦ Delivered annual warranty costs below 10% of target plan objectives. ♦ Implemented product quality assessment program to gather client and operational feedback for product development, resulting in 2% improvement in Annual Failure Rates.♦ Developed contact center model to enable higher levels of customer touch, faster deployment of new capabilities, and reduced event costs. ♦ Expanded support services business offerings, yielding improvements in services growth, client satisfaction, and profitability.

Master Of Science - Ms, Environmental Science And Policy

Bachelor Of Science - Bs, Biological And Physical Sciences