Paul Venable Email & Phone Number

XADENCE.COM offers technology services consulting. Our Mission is to ADVANCE Your Mission!

Boise, Idaho Area

• Employee Relationship Management: People care for 20+ work from home, AppleCare Support Advisors on a day to day basis, including payroll, training and coaching.• Team Member Development: Mentoring Advisors, encouraging them to achieve continuous improvement; determine and work toward their career goals. Encouraging and preparing team members for advancement/ promotion.• Innovation Leader: Sought for and fostered team effort in continuously improving processes and procedures to enhance Advisor talent, customer satisfaction and business profitability.Results:✓ Built leading teams of highly skilled Advisors to the top tier of service and support for their assigned lines of business.✓ Over 70% of assigned Advisors were promoted to advanced positions.

Boise, Idaho Area

• Real Time Staffing Management: Monitor and direct staffing based on call center client, AppleCare, contractual requirements. Forecast best case staffing needs over defined intervals.• Management Reporting: Regular collection, tabulation, interpretation and reporting of call center metrics for local, corporate and client management.• Collaboration: Direct communication and teamwork with call floor management and AppleCare Advisors to ensure client contract adherence.Results:✓ Daily maximizing profitability by directing call center manpower needs in real-time for up to eight lines of business simultaneously

Boise, Idaho Area

• Customer Care - APAC Project: Phone support, ensuring satisfaction for Apple customers in Australia and New Zealand. Apple develops its products around how it wants its customers to feel. The first and most important metric that an Apple Advisor is measured on is the customer experience.• Technical Support: Using Apple Macintosh products technical expertise to resolve customer issues with installation, application troubleshooting and wireless connectivity. Frequent use of remote support.Results:✓ Consistent high marks for customer satisfaction often between 93 and 100% extremely satisfied.✓ Recognized for consistent ability to build trust and rapport with customer, reflecting well on Apple and Teleperformance.✓ Rose through the ranks to be the first person promoted from within the APAC Project.

North America

• Global Projects Team Lead: Led special projects teams streamlining internal Information Technology processes. • Server Virtualization: Developed and implemented virtualization technology for EDS global Service Delivery Network.• Product Development: Template/ Offering Engineering – investigated new technologies to package for use by EDS clients. Created service capabilities from the ground up and shepherded them through the process of becoming complete technology service offerings.• Client Advocate: Tested legacy applications for client NMCI (Navy Marine Corps Intranet) for compliance with NMCI standards on location at Navy and Marine Corps facilities. Significant experience with project procedures, client delivery, overall NMCI processes and contract compliance.• Design Engineering: Successful engineering and implementation of laptop backup/restore process for 50,000+ global users for client, Dow Chemical. Authored and modified project design documentation; authored and modified engineering work orders for multiple global sites; provided technical consultation and team leadership for project staff; worked with vendors on technical issues and problem resolutions; created streamlined Bills of Material for multiple sites on a global scale; worked with team to accomplish goals with limited resources and on tight time frames.• Project Management: Managed desktop migration for client, GM-Mansfield (Ohio) Metal Fabrication plant, email migration for client, State of Michigan – Department of Treasury.Results:✓ Saved HP over $2 million per year in operating expenses.✓ Project management processes were resourced for use throughout the region; Desktop migration project planned for six months completed in nine weeks.✓ Created new technology standard service offerings for global clientele; streamlined processes for increased profitability.

Columbus, Ohio Area

• Client-Server Support and Management: Second Tier Novell 4.x network; on-site, on-call and remote Windows workstation support and maintenance for over 600 clients of regional bank offices and branches in Columbus area and later at Credit Card Services in Whitehall, Ohio.• Mid-Tier Computing Support: Support, maintenance and troubleshooting for IBM AS/400 Imaging System with OS/2 workstations.Results:✓ Skilled at technical diagnoses and problem resolution.✓ Highly regarded for customer support communications.

Westerville, Ohio

• Novell Network Management/ AS/400 Security Officer: Support for networked workstations hospital wide; mini-computer data management and troubleshooting. On call technology support for physicians and hospital departments.• Asset/ Inventory Management: Provided the first technology inventory and took control of asset management. Performed hardware service on PC units and printers. Heavily involved in hardware/ software evaluation, recommendation and purchasing.Results:✓ Brought in-house the break/fix service on PC units and printers, realizing a savings of expense and turnaround time for hardware replacement. Established regular maintenance schedule for system devices.✓ Wrote, implemented and supported the direct deposit payroll procedure between Saint Ann's Hospital (now in Mount Carmel Health System) and National City Bank.

Education record

Education record