Rodolfo (Rudy) Vidal Email & Phone Number

Salt Lake City, Utah, US

We help businesses achieve extraordinary growth through a systematic focus on customer values. Customer Loyalty is never an accident. It happens through the purposeful management of intentions, policies, processes and delivery mechanisms. We believe we can help make the world a better and more profitable place, through improved customer care.

Littleton, MA, US

Hoboken, New Jersey, US

inContact is the premier provider of Software as a Service solutions for Customer Contact Centers. Its integrated components cover the full scope of call center management needs while its off premise delivery model liberates organizations, large and small from the hardships of maintaining, modifying and developing systems.This is the best thing to happen.

Newark, NJ, US

• Received JD Powers Customer Satisfaction Award for Business Copiers, November 2006. After 10 years of declining sales and less than 2% market share, Panasonic Digital Document Company repositioned itself and is.
• Achieved Call Center Turnaround from ineffective to the best in the Consumer Electronics Industry, receiving certification as a center of excellence from Benchmark Portal/Purdue University.
• Customer Satisfaction rate improved from 65% to 93%, Brand Loyalty increased from 30% to 60%. Cost per contact reduced by 20%. Increased loyalty resulted in incremental sales estimated at $75MM in the first 12 months.
• First Visit Resolution increase of 65% and sales increase of 30% vs. LY. Envisioned, formulated and led the redesign of Panasonic.com from “company centric” to “customer centric”, resulting in increased customer.
• Developed and Managed Deployment of Plasma Concierge Program – Industry leading Customer Care Program in Consumer Electronics. – Independently ranked best supported Plasma brand by Empower and Associates. October 2006.
• Currently responsible for development and delivery of “New Employee Orientation Seminar”.

Newark, NJ, US

• Developed and led organizational restructure for Panasonic North America (FY’04 ~FY’05).Effort included: Consolidation of business units, reorganization of sales force, deployment of new brand strategy (ideas for.
• Conceived and developed the Extreme Customer Satisfaction (XCS) Division, redefining corporate drivers for growth in a commoditized business environment. Resulting in $155MM of incremental sales since 11/05.
• Developed curriculum and directly facilitated the XCS Management Workshops as the key initial driver of cultural change for 385 members of management, over 9 months.
• Developed and deployed the Education Market initiative across all business units, resulting in an increase of $150M sales in 2 years.
• Developed the first KPI-based management system, including management procedures and methodologies. This system was adopted and is still in use at the Business Operations Council of Panasonic North America
• Served a two year term as secretariat for the Business Operations Council (Operating Board of all Presidents across Panasonic), in charge of agenda creation and meeting effectiveness.

Newark, NJ, US

• Managed day to day sales operation and administration for $4B CE business. Increased sales per head by 25%, re-engineered sales processes and reduced order processing time from 20 days to 2 days.
• Developed and implemented Sales Programs by Channel of Distribution -
• Directly responsible for management and growth of Buying Group Sector from $200MM to $400MM (2000 ~2002)
• Development and implementation of Corporate Marketing Strategies. Initial Development of Internet Marketing/E-commerce Strategy.
• Developed ROI and led implementation of Seibel Sales Force Automation and CRM system.
• Developed the first local area and Ethnic Marketing Department in charge of creating local marketing relationships with CE retailers and other value added partners (movie theaters, theme parks, museums, art galleries.

Newark, NJ, US

• Coordinate brand/merchandising strategy.
• Formulation of market analysis, market development plans and sales action plans.
• Preparation of corporate sales budgets by product category.
• Development and coordination of corporate reorganizations.
• Supervise company’s market research activities.

Newark, NJ, US

• Developed and implemented Product Renewal Division. Including the installation of 3 Product renewal centers (Atlanta, Chicago and Los Angeles) for processing and reselling of returned merchandise.
• Direct Impact: reduction of markdown expenses of $17MM.
• Developed the first externally accessible technical database (Panasonic Advanced Service Systems), which is still in use today.

Newark, NJ, US

• Resident technical authority on Television and Satellite Receiver Technology.
• Responsible for Quality assurance and required redesigns
• Responsible in assisting independent repair technicians in diagnosis and repairs.
• Delivered technical training to repair technicians – voted trainer of the year 3 years in a row.
• Engineer in charge of support to NASAs Atlantis Shuttle (STS-37) successful SAREX experiment.
• First time in history pictures were transmitted and received from Earth to an Orbiting Satellite.

Bs, Computer Science

Associate’S Degree, Electrical And Electronics Engineering