Paula Huckaby Email and Phone Number

Partner with executives to inventory and benchmark current state customer service performance and identify customer requirements and benefits. Diagnose operational failures and gap between current state and customer requirements and benefits. Then, build out a project roadmap to deliver significantly improved processes, resources, skill sets, metrics and technology enablement. Focus on delivering projects that are quick wins and in parallel mid-term and long-term cross functional improvements that increase customer satisfaction and loyalty while reducing the cost to serve model.DEMONSTRATED SUCCESS•Customer Service / Contact Center Optimization•Multi- Channel Customer Experience Design & Implementation•Customer Satisfaction, Retention & Loyalty Strategies & Execution•Process & Technology Implementations for B2B, CRM, SFA & ERP•Vendor / Outsourcing Strategy & Partner / Alliance Management•New Business Creation, Margin Enhancement & Cost ReductionsEXPERTISE•Program Execution & Delivery•Project Design & Management•Global Operations & Service Delivery•Continuous Process Improvement•Business Metrics Design & Implementation•Global / Virtual Team Leadership•Cross Function Communication•Key Stakeholder Engagement•Change EnablementCHANNEL EXPERIENCE•Wholesale•Distribution•Consumer•3rd Party ProviderINDUSTRY EXPERIENCE•Technology•Telecommunications•Healthcare, Life Sciences•Office, Industrial & Janitorial Products

Innovations for Learning is a national nonprofit focused on improving literacy instruction in the primary grades. For the past 20 years the mission has been to help primary grade teachers be more effective in their pivotal task of teaching students to read. Innovations for Learning has pioneered applications for digital devices and one-to-one tutoring via the Internet—connecting teachers to a galaxy of resources to help students learn to read.My tenure in a corporate executive level career included the use of many forms of communication. I constructed and delivered targeted messaging that bridged from front line office workers to C level executives and Board of Directors. I have a lifelong belief that command of the English language and literacy are critical to personal success and the future of America. As a member of Innovations for Learning I have joined the ReadHoustonRead program to provide on-line one-to-one tutoring to first grade students. ReadHoustonRead is supported by a wide variety of resources through Innovations for Learning and the use of digital technology. This new role leverages my education, experience, interest and passion for literacy.

North America's largest wholesale distributor of business products with 25K+ resellers and item inventory of 100K+. Transformed failing transactional call center operations into a competitive differentiator; provided a higher level of customer satisfaction within a significantly lower cost model. Managed 350+ employees, 1M+ customer interactions per year across multiple channels, $13M annual budget supporting $1.5B in annual revenues. * Pioneered creation of tiered service level based on customer segment, revenue and profitability – National Chains, etailers, Technology VARs, medical suppliers, independent dealers. * Catapulted externally benchmarked performance and satisfaction from bottom to top quartile rating. Recognized internally with multiple High Performance Team and CEO awards.* Drove 5-10% point improvements in multiple customer satisfaction and loyalty measurements – overall satisfaction trended at 80% and loyalty at 70%. Recognized with 3 Industry Awards for best use of customer feedback.* Contributed over $6M in bottom line year over year financial savings.* Executed pricing margin initiative that contributed incremental margin of $1.5M within 12 months.* Created and delivered new revenue streams with pay for service offerings - $2M+ incremental revenue within 6 months* Designed and deployed self service capabilities that will result in 1M+ headcount savings in FY12.

Managed site for OEM, Volume Partner and Xbox channels in North and South America, Australia, Japan and Asia. Created a shared services model for HR, Finance and IT infrastructure. Reconstructed OEM Operations from a function, task oriented organization to a customer centric, process oriented organization.* Managed OEM operations, 200+ employees supporting OEMs and Suppliers with $20B in annual revenue.* Increased employee focus on customer satisfaction – survey results improved by 2 to 5 points in all customer related categories. Received accolades from Sales and top OEMs on improved partnership / performance. * Advanced site and OEM operations from being out of compliance to exceeding industry compliance levels in SOX, Six Sigma, quality assurance.

At height of telecom market, largest global provider of equipment and services. Transformed disjointed group of customer facing resources acquired through multiple acquisitions into a high performing integrated team of customer advocates. * Managed customer contact to cash processes, leading team of 200+ globally based employees in 31 offices. * Slashed order entry cycle time 80% while achieving 50% reduction in operating expenses.* Cut transit inventory levels by 75% and reduced transit cycle time by 30 days contributing to cash flow and liquidity. * Decreased overall sales and administration expenses by 10%, saving $50M annually and positioning the company for sustained growth.

Recruited to critical turnaround / crisis management role that enabled Hewlett-Packard to spin off Agilent Technologies, bolstering 18-month initiative to conclusion and achieving goal in 90 days. Upon completion of the spin off, promoted to leadership role at Agilent Technologies to establish new eBusiness team; created a global web based customer experience for eMarketing, eSelling, eSupport and eSupply Chain for all products and services; Medical, Life Sciences, Test and Measurement and Semiconductors. * Ramped from 1 to 150 resources and secured budget of $300M, within 90 days, to establish eBusiness team. * Eliminated Agilent’s dependence on the Hewlett-Packard web site and resources within six months, beating the target completion date by three months.* Anchored new Agilent Technologies brand and implemented web processes that improved customers’ experiences by 20%.* Achieved 50% increase in user sessions per month through increase in quantity and quality of available information and commerce capability. * Achieved over $2M of web based sales per quarter through using niche electronic marketplace exchanges and private web based auctions.* Cut IT costs by 50% by driving the migration from 300 technology platforms to one global, standard technology platform.

As the internet channel gained momentum, promoted to lead global team for design, development, deployment and support of web-based applications for internal users, partners and customers. * Assembled team of 200+ global employees secured annual budget of $300M+ within 30 days.* Jump started deployment of configuration tool to internal users within 90 days; in support of $12B in annual revenue. * Migrated over 4K Global Channel Partners to using web based applications within 120 days.* Created customer specific web sites and ramped from 1 to 300 sites within 12 months. * Reduced IT costs by 70% through the convergence of multiple programs, processes, applications.