Rex Santos Email & Phone Number

London, On, Ca

Operations/Service Management:Oversight of all Customer Service and Technical Support operations across a group of companies growing from a $5 million business to a $110 million organization poised for future growth.Established a 19 years service that has helped successfully support the transaction of over 1 million vehicle proposals and orders. Support team recognized by a 3rd party magazine for its service excellence and domain expertise. This service has generated millions in revenue since inception.Implemented a 11 year service for a 3rd party program which resulted in record breaking vehicle sales. One factor of it's success was attributed to the Support team's exemplary service. It has generated close to a million in revenue over it's life cycle. Led a team to successfully fulfill brand auditing deliverable of over 1400 hours during a 2 year period, allowing notable revenue generation without adding any extra resources. Headed a 24x7x365 service team successfully running for over 12 years that has helped prevent countless outages and incidents in multiple multi-million dollar engagements. Zero hours service downtime since inception. Launched a 99 hour/week high availability service successfully running for over 4 years where average resolution times are in the 2-3 hour range, allowing real time vehicle sales transactions to be completed with minimal delays.Resource Management:Developed and maintained for over 16 years, precise departmental KPIs that allow accurate effort estimation, prioritization, training, product and client trends and effective resource management including multi location offices, international teams throughout North America and Asia. Consistently results in launching high value, sustainable, cost positive services.Achieved high standings in 360 reviews with much positive feedback and indicators of high moral, high engagement, high motivation, high levels of success and long standing relationships.

Greater Minneapolis-St. Paul Area

Portland, Oregon Area