Richard Reyna Email & Phone Number

My leadership role included apprising employee performance, determining annual KPI’s and rewards, while consulting and disciplining staff as the result of complaints or subpar performance. I was responsible for the successful Dispatching and directing both internal and external field service technicians providing them with scope of work fixes and task assignments while logging and tracking their activities.• Created strategic relations with key customer service teams and respectful leadership to ensure Pregis was responding to the needs and goals of the entire market.• Succeeded ensuring all assigned projects were accuracy tracked and recorded while staying within budget constraints and timelines via C4S.• Completed the development of formal case reviews with appropriate internal departments.• Established and then managed the improvement to adherence to metrics for customer service request response times and case clearance/resolution.• Successfully completed performance coaching, development and created action plans support team members to effectively develop their skills and performance.

Irvine, Ca Usa

Scheduled service personnel for customer visits to handle installations, repairs, and maintenance of analytical instruments in designated region. Provided technical and logistical support to field service personnel and monitored service reports for accuracy as well as for areas for improvements. Established and maintained Customer Support Systems to ensure complete customer satisfaction; support systems included technical and customer phone support, documentation requests, requests for service and emergency parts orders.• Evaluated products for needed improvements, quality assurance concerns and design defects, making recommendations regarding appropriate resolution.• Reviewed service quotations involving installations, maintenance contracts and emergency repairs which improved cost controls by 8% and eliminating repeat visits by 30%.• Championed within the organization then ensured that service personnel are trained in various product lines improving overall service dispatch/response times by 37%.• Improved service personal handling and processing sales of maintenance contracts and sales leads for upgrades by 17%.• Improved customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.• Maximized customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems.

Huntington Beach, Ca

- Develop and execute and updated strategic sales plan- Develop and manage sales plans consistent with achieving goals- Manage relationships with key clients, suppliers, and distributors- Coordinate the reporting and appraisal of sales campaigns against planned goals- Oversee all sales, advertising and marketing promotional activities - Determine pricing policies including terms/conditions and quantities - Gain customer and market feedback to improve product sales- Participate in new product development activities and new market opportunities

Irvine, Ca (Usa)

Designed, implemented, and led the organization’s first global, 24x7 project management and technical support services. Analyzed needs, hired, directed and trained teams, selected and implemented tracking and reporting tools for 4 offices around the globe. My leadership role included apprising employee performance, determining annual KPI’s and rewards, while consulting and disciplining staff as the result of complaints or subpar performance.• Created strategic relations with key customer service teams and respectful leadership to ensure Intellian was responding to the needs and goals of the entire market.• Succeeded in in completing all assigned projects were accuracy tracked and recorded while staying within budget constraints and timelines.• Completed the development of formal case reviews with appropriate internal departments.• Successfully completed performance coaching, development and created action plans support team members to effectively develop their skills and performance.• Utilized CSAT and NPS to measure and report upon customer satisfaction and loyalty, improving both 15% and 22% respectively.• Credited with increasing market share (12%) as a direct result of improved customer experience.• Developed strategic relationships with channel partners.• Developed formal case reviews with appropriate internal departments.• Demonstrated a strong understanding of case categories through analysis of reasons customers were compelled to request technical support.• Led initiative to improve user manuals, develop technical bulletins, and implement a suite of tools for the user community that ultimately resulted in fewer customer issues.• Established and managed adherence to metrics for response time and case clearance/resolution.• Dispatched and directed both internal and external field service technicians providing them with scope of work fixes and task assignments while logging and tracking their activities.

Newport Harbor, Huntington Harbor and Dana Point HarborOn the water Captain operating 28 and 32 feet vessels that provide marine services to company members and non-members that include towing and salvage, battery jumps, fuel and parts deliveries. Sell company memberships while on patrol in marinas and launch ramps.

Part-time Captain for fleet of Sunseeker Fractional Yachts in Newport and San Diego Harbor. Responsible for Captain duties, customer care, crew services, vessel maintenance and repair as need to all yacht systems and structure; Jet Ski or tender operations as needed.

Managed the daily maintenance and operations of the Center which included 8,000 square feet of buildings, boatyard, boats, docks, parking lots, landscaped park areas, and private courtyards to accommodate the use for many educational sailing and boat safety programs as well as room rentals for private parties. Provided program and policy design, direction and work flow communication to the sales, operations, and maintenance staff.

Developed and led organizational strategy for engineering, operations and sales teams in this start-up effort to be a low-cost provider of wireless and wired broadband services. Worked with the company’s chief administrative officers to formulate long-range goals and objectives to meet business and profitability growth objectives. • Analyzed activities, costs, operations and forecast data to determine department or division progress toward stated goals and objectives.• Established appropriate personnel review to highlight/recognize achievements and assist with resource planning. • Compiled and shared data with Chief Officers that assisted in adjusting goals and objectives in line with current market status and conditions.• Developed, reviewed, provided strategic planning for sales, financial performance and new product development.• Provided executive oversite for engineering design concepts with fundamental or new technology used for new or existing product improvement aimed at cost reduction, safety, customer requirements and market growth.• Reviewed operations and plans to meet requirements for sales planning and ascertained outsourcing requirements to develop new markets.

Senior leader for the County of Orange Data Center operating one of the largest private TCP/IP data network and voice networks (OCNET) in the state of California including a private ATM network installed at 30 county facilities, 35 phone switches and an extensive microwave radio network. • Developed and led operating procedures for 24x7 NOC and system operation teams. • Managed all teams responsible for deployment, hosting services, budget planning, facility management, procurement and implementation of OCNET. • Developed and implemented new client software security policy and procedures which included vendor software/hardware.• Assist in coordinating operations and engineering teams in identifying errors and anomalies.• Repeatedly recognized for team approach in delivering outstanding technical quality and service to our customers in compliance with SLA requirements.• Identified and verified service impact to customers, and dispatched subject matter experts in support of problem resolution. • Demonstrated exceptional communication skills in facilitating unprecedented, successful collaboration between County Agency leaders and departments to align service expectations. Led teams to deliver on those expectations on-time and within budget. • Further demonstrated exceptional communication skills in bringing together internal teams and customers to share status updates regarding open issues; implemented actions in support of root cause analysis and problem remediation.• Reviewed and approved preparation of accounting analysis for budgetary planning and implementation, production efficiency, and financial reporting. • Planned and submitted budget for capital expenditures.• Oversaw key projects, processes and performance reports, data and analysis.