Total Cust Sat, bench marking performance! ! To set up start and run service and delivery Logistics from scratch Setup Xerox XPPS benchmarking for machine delivery unbox setup and delivered to customers account. Backed up with excellent customer service as repair, training and Technical expertise. Build the relationship 101 that the customer could not live without.

Scope:• Individual Contributor. Interfaces both internally within functional area (services) as well as with external customers in providing service that delights the customer. Primary Responsibilities:• Perform full range of maintenance on assigned products; including technical diagnostics, software loads, installation, removal, retrofit and customer call assistance.• Manage call activity; perform call close administrative requirements.• Take responsibility for customer satisfaction through proper use of customer management skills and engage the support of other Xerox personnel as required.• Adhere to proper escalation procedures to resolve customer issues.• Provide customer training on assigned products in accordance with current field procedures.• Responsible for supportive participation in team functions and adherence to agreed-upon practices and procedures developed by the Team.• Primary focal point for service reps with customer and technical problem escalations. Assists and backs up Specialist.• Takes ownership for and resolves difficult or vulnerable customer situations using advanced customer relations skills.• Interfaces with senior level decision-makers within the customer account to apply retention strategies.• Takes leadership role to develop work management processes with service reps to maximize productivity.• Responsible for inspection of key business processes; Assists / performs CMP inspections, Parts management• Mentors others using coaching skills* to improve functional application, use of key business processes and skill certification preparation.• Proactively plans activity and manages service coverage to maximize personal and team productivity.• Uses role model facilitation skills to identify focus areas and initiate actions to improve business processes and results.• Provides training support as needed such as pre / post school learning’s.*• Role models continuous learning and mentors service reps.

Complete Customer Satisfaction from First introduction to adding the last child and training for the users of the most comprehensive data management ,reporting and monitoring software!"Everything you need in one solution"www.MYCOPA.comWelcome to My COPA “Child Outcome, Planning & Administration.” If you are looking for Head Start/ Early Head Start Software, and Program and Data ...

Customer Support Specialist/Assistant Service Manager 1983 – 2012 Xerox Corp., 2029 CPE, Los Angeles• The “go-to person” to resolve escalated customer complaints, improved customer relations and account retention Sony, VAWLA, Red Bull, Ernst & Young, City of santa Monica and Getty to name a few.• Trouble-shoot, repair, parts software and equipment, digital color copiers up to and including the 700 digital press and fiery front end also assist in software issues over the phone and at customer accounts. • Install units and software to networks for connectivity to scan, print, copy, email and fax. Key operator training.• Assist Sales Team with closing new fortune 500 accounts.• Service Team Leader, performance management process, established performance expectations and managed high call volume. • Interview, hire, and train new Customer Service Engineers; conduct interim and annual CSE appraisals. Awards o Presidents Club, Peak Performance Awardso 97+ Total Customer Satisfaction Awards and Customer Hero Awards

Aviation Ordinance Night Supervisor 1975 – 1982 US Navy, NAS Moffett Field • Manage all aspects of aircraft weapons’ systems from the main computer to the weapon; including all wiring (reading blue prints) and test equipment, while maintaining the safety of my team and other personnel.• NEC Designation:• NEC AO-6810 Armament Weapons Support Equipment (AWSE) Maintenance Manager• Description:• Supervises organizational level maintenance on Armament Weapons Support Equipment (AWSE) including pre/post operations, scheduled maintenance for fault isolation and removal/replacement of components.• Collateral duty inspector (CDI/AQ): Certifies and sign-off on all completed work, pre-flight and post in accordance with the 4790 manual. • Other duties: Safety Petty Officer, Training Petty Officer and Camera Petty Officer, Aircraft Nuclear Weapons Instructor, explosive forklift and transport driver.