Roberto Gonzalez Email & Phone Number

Round Rock, Texas, United States

Lead Program Management organizations through business-led design, prioritization, implementation for a $MB business with tens of thousands of users. Expanded focus to new M&A EMC Support Operations including Field Support and converging Dell and EMC processes. Key Accomplishments: - Secured $MM annual investment for Business Transformation supporting our customer centered business strategy- Steered Architecture and Planning of new Platforms for Contact Channels ensuring platforms can achieve business requirements and objectives – Genesys, Salesforce, Amazon Connect and Nice- Championed converging all business process to conform to new technology design eliminating low/no value-add steps with a strong focus on customer experience- Steer Digital Portfolio across multiple platforms and development organizations across Support delivery lifecycle with strong focus on business commitments and outcomes. - Strong collaboration with Salesforce influencing their product roadmap with innovative concepts streamlining business workflow while simplifying their solutions.- Designed Citizen Developer Automation model to capitalize on development talent across Services to accelerate business value using CRM and Hybrid Automation Platforms.- Launched Citizen Developer Model taking frontline support engineers and training them to build automation in Digital secure and scalable environment. Low investment effort yielding $MM Annual Savings run rate with $MM Incremental savings per year.

Round Rock, Texas

Led Global Program/Product Management Organization (100+ PMs) focused on designing, implementing, and sustaining Salesforce Service Cloud for ISG/CSG Organization. Launched product across tens of thousands of users including Client and Enterprise Technical Support, Customer Success across integrating all contact channels – Voice, Chat, Email, Social and H2H Key Accomplishments:- Architected deployment plan, converged process and operations, and satisfied stakeholder needs as well as improved customer / employee satisfaction level with streamlined workflow with minimal customization on technology.- Accomplished bottom-line results; managed technology demand from six executive stakeholders across AMS, client, and enterprise with tens of thousands of engineers and partner sites with $MM technology investment.- Spearheaded global support services product design change management retired oracle 11g and oracle Siebel CRM instance for frontline engineers’ legacy platforms.- Instituted and rolled-out multiyear technology transformation policy that converged 15 tools into one CRM; bolstered frontline efficiency through elimination of low value work.- Converged Support business triggered by the largest Technology M&A in history using Salesforce Service Cloud platform as the convergence agent.

Round Rock, Texas

Attained desired outcomes by steering organization of leaders. Fostered relations with internal customers and IT across all regions and related business units to fund unified support strategy. Key Accomplishments: - Credited for significantly improving workflow design and user experience for oracle Siebel using latest in dynamic UI scaling.- Combined three separate regional process and technology execution of oracle Siebel into one cohesive UX design.- Defacto Global leader on technology across CRM, Troubleshooting Tools, Channel Communications across Moxie, Avaya, Siebel, and several engineering proprietary applications

Round Rock, Texas, United States

- ACSS Customer Experience Lead – Mentored multiple programs to drive customer experience results across Americas. Redesigned Biweekly CE reviews to highlight effective changes and track actions for improvements. Enterprise and Client businesses are achieving highest levels of Customer Experience in network history. - ACSS Siebel CRM Lead – Partnered with IT Application Support to design a method of capturing the end user experience, via video screen captures, to identify areas of latency through user clickstreams. Partnered with Global Delta leads to prioritize and consolidate business requests for new functionality and defects. Prioritized change requests for recent Merger and Acquisitions as well as new offerings across Americas.

Round Rock, T

- Managed PESS Early Life Support Call center queue that focused on assisting customers during their out of box experience. PESS ELS technicians help identify emerging product quality issues, manufacturing excursions. These issues were escalated to PG and results were shared internally.- Team achieved Customer Experience improvements of 10% annually while improving case management, dispatching and productivity measures. - Managed cross functional collaboration with Product Quality teams, PG Sustaining Teams, International Product Support and Marketing to resolve product issues to resolution

Round Rock, Texas

- Managed $2.8 million in combined Services savings attached to 1 Green and 1 Black Belt level project that addressed issues with productivity and dispatching costs.- Mentored 6 Green Belt BPI projects across Americas and Latin America that were strategically aligned with Productivity, Monthly Dispatch Rate, Training Improvements, and Customer Experience goals.- Developed the Goal Analysis Profile model to help call centers identify areas of specialization. The GAP model was recognized by Dell’s internal Patent Office.

Round Rock, Texas, United States