Business Processes, Customer Support and Professional Services
- Developed and established Customer Service Organizations (CSO) for several enterprises
- Developed and managed large scale installation and deployment processes
- Designed and managed PMO methodologies, success metrics, field surveys and their analysis
- Developed, implemented and re-engineered customer services and technical support processes
- Recruited and managed customer support managers and staff members, planning and implementing workflow processes and training in an extremely fast-growing and complicated environment in Mumbai, India
- Defined and lead the implementation of several CRM and logistics systems, such as Oracle and Salesforce.com, and online support portals
- Defined defect and enhancement management systems, customer satisfaction metrics and surveying methods
- Created service marketing strategies and service product offerings
Program Management, Product Management and Technical Leadership
- Managed multi-discipline, cross-functional programs including Product Lifecycle Development, OEM and process re-engineering programs, creating excellent results in driving the teams to meet and exceed the goals that were set
- Consulted the executive team of a large public company on creating a scalable infrastructure, leading to establishing an enterprise Program Management Office (PMO) and a Business Process Management Office
- Defined and managed the deployment plans of very large optical data networks
- Negotiated, established and managed partnerships with major global outsourcing companies for professional services, technical support and deployment services
- Managed various productization programs, including forwarding a company from an Application Service Provider (ASP) model to a Product model
- Established Product Lifecycle Management programs and led the product management of several product lines including business development activities, partnerships, product strategy, roadmap planning, competition analysis, pricing, imaging and positioning
- Led development of cutting-edge technology products through all stages, from definition to sale and sustain stage
- Managed the relationships with manufacturing and other operations sub-contractors, including executing entire new product introduction (NPI) processes of complex products
- Managed special, critical, complex projects, solving problems quickly and efficiently, under extremely tight schedules
Entrepreneurship and Business Development
- Founded a unique outsourcing company, providing technical marketing, solutions and support services to technology and system vendors, including establishing a subsidiary in India – enabling a major cost reduction and offloading for the company’s clients
Military
- Complex, large-scale operations
- Intelligence research
- Field intelligence training programs
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