Terry Brennan Email & Phone Number

Santa Clara, California, United States

My role involved working hand-to-hand with Manufacturing Engineers to ensure that a ready supply of Avail Surgical Telepresence Consoles and associated parts were available for upcoming installationsWorking closely with the Field Engineering Manager, I ensured that our limited supply of critical replacement parts were prioritized, allocated and shipped in time for our Field Engineers arrival onsite.I provided highly responsive, best-in class support for Avail Field based employees, vendors, and customers for non-technical questions/issues. Leading the Customer Service & Experience Function by defining and implementing processes with a relentless focus on continuous improvement.Responsible for Implementing customer experience assessments using Net Promoter Score Methodology, tracking results and suggesting improvements.Continually partnered with Sales, Marketing, Field Engineering, Support and Education to deliver an exceptional customer experience with Avail and administering customer contacts using Salesforce.Reporting to the VP of Field Operations, I would continuously provide Ad hoc support of Sales and Field Engineering Teams for rep credentialing and Demo Room management.I was solely responsible for all shipping, inventory and logistics planning for the Field Operations Department.

Fremont, Ca

Working with key stakeholders across Sales, Technical Support, Field Service, Global Distributors, Freight Carriers and Customs Brokerage Firms to deliver customer solutions for a medical device manufacturer.Actively selling and quoting Warranty Renewals, created customer outreach program, developed dozens of email templates and enlisted Field Service to redefine each visit as a recertification event to drive new warranty revenue.Collaborate with Salesforce Team and created email templates, automatically notifying customers to renew their expiring warranty coverage, driving renewal revenue.Wielded considerable leverage over delinquent overseas Distributors to either enforce return shipments of overdue RMA equipment and/or invoice for unreturned assets totaling half a million annually.Supervise RMA/Repair process across departments, driving quick turnaround to improve internal efficiencies and customer satisfaction.

San Jose, Ca

Managing a busy Customer Service Department for the Logistics Partner serving a major medical device manufacturer, providing full-spectrum support including warehousing, inventory control, JIT shipments, custom crating, rigging and domestic and international transportation of multi-million dollar machines. Supervising a team of employees generating half of the company’s revenue. Responsible for process improvement/documentation, performance reviews, balancing workloads and managing escalations.Hands-on operational management navigating a very dynamic environment, responding to rapidly changing conditions and coordinating with each division of the company to ensure mission alignment, execution and special project management.

San Jose, Ca

Service Operations point person for SalesForce reporting, investigations and analysis. Edited Major RFP for Global Service Logistics for Purchasing Manager and Customer Service Manager. Compiled RFP submissions and data from 5 vendors and provided critical analysis. Managed conflicting Vendor RFP data so as to provide useful and relevant comparison. Managed exceptions on Discrepant Return Inventory and provided data and direction to close outstanding open items. Managed Service Operations global backlog of RMA’sto ensure Service Level Agreements were met.Responsible for ad hoc reporting (Excel) and SFDC and Oracle 11i database clean up.Managed new Demo Orders and global backlog to meet tight deadlines. Served as rotating backup for Department, covering European and APAC Sales Operations functions for months at a time.

Saratoga, Ca

Actively collaborated with other Silicon Valley professionals in career transition to significantly improve job search success through education, in-person networking and mutual support.

Sunnyvale, Ca

Facilitated professional workshops for Silicon Valley Job Seekers to help them craft their messaging and communicate their skills to prospective employers. Utilized my writing and active listening skills to work with members who needed assistance developing their resume's.Provided counsel to fellow members to help them prepare for interviews by developing Problem Solution Results statements and fine-tuning the messaging for maximum impact.

Santa Clara, Ca

• Key partner with sales organization to ensure order prioritization was executed for strategic clients.* Exceeded operational goals every quarter by surpassing revenue shipment targets averaging $45M and by keeping unscheduled backlog below 5%.* Reported out weekly customer fulfillment metrics to track and analyze delinquent backlog, identify issues and implement a course of action.* Facilitated regular meetings with Sales Support Rep’s to review status of orders and identify needs for expedites critical to meet four different hard cutoff dates for revenue. * Drove reduction of rescheduling activities due to product decommits and track revenue impact as well as number of orders/systems rescheduled on a weekly basis.* Intense coordination across different time zones with the field, the transport team, the order entry team and the supply team to convert orders into cash within the fiscal quarter.

San Francisco Bay Area

Direct operational management functions for 6 commercial properties worth over $24M for private equity investors totaling approximately 100,000 square feet. Primary contact for over 40 retail and office tenants throughout the Bay Area.Developed vendor relations with all outside contractors for maintenance items such as asphalt, painting, and landscaping. Negotiated long and short-term operations and maintenance contracts with total term value exceeding $620K. Manage daily operations including development of client database, review of tenant improvement plans, creation of annual reconciliations and reporting of Common Area Maintenance charges.

Campbell, Ca

Interviewed 3rd Party vendors to partner with school in order to meet fundraising goal. Selected and subsequently managed vendor throughout Fall Fundraising Program, resulting in successful generation of $20,000 revenue. Collaborated with other officers in the budgeting and planning for the purchase of capital equipment and other educational enrichment materials benefitting the teaching staff and student body population of 250. Actively led planning effort for 2 large annual fundraising events, including gourmet food, entertainment and silent auction for over 300 parents, students and family members of student body. Successfully raised another $5000 annually for the purchase of capital equipment to benefit the school. Solicited donations for silent auction from local businesses by a combination of cold calling and site visits.

San Francisco Bay Area

• Managed 2 teams, a total of 10 employees, with responsibility for hiring, coaching and handling escalations nationwide from our sales force and Fortune 500 customer accounts.• Led Change Management initiative by authoring and evangelizing multiple policies that significantly increased collectibility and greatly reduced Sun’s risk for Sarbanes-Oxley violations.• Responsible for revenue recognition and Sarbanes-Oxley compliance for 8000 orders annually worth over $400 million, ranging from Contract-based Purchase Orders to one-off contract deals. • Directed a team that handled every lease in the U.S. Market, overseeing high visibility multi-million dollar contracts in large volumes with total revenues exceeding $350 million annually.• Concurrently managed a team of Sales Support Reps transacting all U.S. sales for iPlanet, SunOne Software and Professional Services of approximately $70M per year.• Collaborated with Revenue Accounting, Area Business Managers and Area Controllers to maximize revenue and consistently achieve financial objectives for fiscal quarter and year ends.• Recognized “go-to” person for field escalations, able to create strong relationships to drive resolutions including collection issues.• Wrote employee performance appraisals, conducted reviews and administered performance improvement programs to increase accountability and encourage career development.

San Francisco Bay Area

* Successfully completed year-long job rotation in Telesales to acquire full knowledge of the quote-to-sale process.* Produced a high volume of quotes for Sun Solutions, leveraging my sales and technical acumen to bring in customer orders. * Routinely made critical decisions affecting the integrity of transactions for contract compliance, ability to collect, and revenue recognition.* Oversaw accurate order fulfillment and effective backlog management to ensure customer satisfaction: provided price quotes, lead-time and order status information.* Partnered with multiple functions across organizational boundaries to resolve issues i.e. Sun Services, Operations, Legal, etc.* Provided exceptional service for a key customer base, managing the P.O.-to-ship process for 6 major field offices. Served as primary interface for customers and Sales Reps.* Trained all new team members and served as their lead; mentoring and advising on a daily basis.

Bachelor Of Science In Business Administration, Management Option

Activities and Societies: The International Professional Business Fraternity of Delta Sigma Pi, Epsilon Theta Chapter

Lower Division Coursework, Business, Communication Studies, Economics

Activities and Societies: De Anza Ski Club