Ronald Leicht Email & Phone Number

Charlotte, North Carolina, United States

Charlotte, North Carolina Area

Xerox Corporation, Raleigh, NC, 2005-2020Managing client relationships and contract delivery of outsourcing/facilities to end users, I maintained contracted service levels to ensure customer satisfaction while meeting or exceeding cost, overall profit, and revenue growth targets. Additionally, I oversaw all account related operations within the business unit, including service delivery, sales, operations, IT, HR, facilities, P&L, staffing, budgeting, and expense priorities, while monitoring activities to identify gaps and drive continuous improvement.Using strong organizational and leadership skills, I was able to inspire 3 different Technical Service teams through ongoing company turnover and various restructures, ensuring SLAs and customer objectives were met and consistently exceeding daily and yearly performance targets related to productivity, hours worked, customer satisfaction, and budget. Finally, I conducted regular field and scheduled meetings with key customer stakeholders to ensure they had the appropriate resources to complete their work, successfully exceeding Service Level Agreements every quarter to drive contract renewals and additional equipment orders.Planned/prioritized actions to address resource challenges and ensure compliance with corporate policies and business plan.Developed detailed, accurate budget estimates and managed projects and contracts to meet revenue and cost projections.Allocated resources optimally to meet project/contract commitments and drive measurable results within deadlines and budgets.Audited procedures, prepared reports, and spearheaded/implemented new projects and procedures to meet specific goals.Analyzed workflow and assignments to maximize cost-effectiveness, implementing process/service improvements as needed.

Atlantic Region

Operations Technical Engineer, 2015-2018Overseeing a large territory of engineers, I supported operations in achieving excellence in terms of performance and new hire onboarding, all the while nurturing a strong alliance with Field Management and staff to continually remain abreast of performance variabilities, identify key pain points, and envision/deploy successful action plans. As an SME, adopted an out-of-the-box attitude to develop innovative training documents and protocols and travelled to resolve complex equipment and customer issues, improving engineer performance by 10% and driving greater client satisfaction and retention. Another noteworthy accomplishment was the provision of GROW coaching and mentoring to poor performers, as well as the creation of a routing system for work related tasks, significantly improving engineers’ skills and productivity by increasing the visibility of open tickets. Identified engineers’ weaknesses to define effective learning paths and propel the development of their skills and careers.Determined gaps and key areas of improvement to recommend, develop, and implement enhanced work processes.Participated in regular conference calls and field rides to provide expert technical support and improve customers’ skills.Overseeing parts management, monitored performance on an ongoing basis to ensure reliability and minimize variability.Conducted thorough, timely assessments to ensure the ongoing readiness of mobile devices and portable workstations.

Chartlotte, Nc

.Customer Service Engineer, 2005-2015As a Customer Service Engineer, I troubleshot and repaired digital office equipment for Xerox in a timely and cost-effective manner to help customers meet their goals. In the process, I acquired a wealth of expertise in mechanical and electrical systems, including networking and fax protocols, resulting in a role of SME with the responsibility of providing assistance with troublesome repairs. Furthermore, I consistently went above and beyond to exceed expectations and deliver exceptional value for the organization, leading to a selection as a Pre-Management Candidate.Supported training of new hires and provided guidance and mobilization to drive workgroup productivity in key metrics.Provided effective assistance to the Area SM, responding to intricate customer escalations when he was not available.