Director, Supply Chain Planning

• Jul 2021 - Present

The Supply Chain Planning Director is responsible for leading the Operations Planningteams, reporting to the VP of Supply Chain Planning. This position has responsibility forall supply and demand planning, alignment on product forecasting and inventory controlfor all DZS products. Working closely with Sales, Sales Operations and Product LineManagement, this position will develop a comprehensive plan to drive the on-time deliveryof goods and services to DZS end customers while optimizing both raw material andfinished goods inventory levels, protecting the financial performance of the business byidentifying and balancing supply / demand across multiple regions in accordance with theAnnual Operating Plan.A key requirement is the ability to drive change across the organization, and, in partnershipwith the rest of the Global Operations team, move the enterprise to the next level ofcustomer satisfaction and inventory management, incorporating the best practices alreadyin place within certain parts of the organization and providing the thought leadership toadapt new best practices. Show less

Vice President, Customer Service & Operations

• Feb 2021 - Jul 2021

VP, Customer Support & Operations

• Oct 2017 - Feb 2021

The Vice President of Customer Support and Operations is responsible for setting the strategic direction and managing the technical and tactical execution of Optelian’s customer support initiatives, professional services, operations, logistics, and vendor management. He is responsible for defining, implementing and monitoring processes and procedures required for successful, on-time, highly efficient deliveries and deployments. The VP Customer Support and Operations is also responsible for the day to day maintenance and support of Optelian’s products post-deployment. In addition, the VP of Customer Support and Operations oversee day-to-day operations to support the growth and add to the bottom line of an organization. He will focus on strategic planning and goal-setting, and direct the operations of the company in support of its goals. Role Priorities:• Provide strategic direction, leadership, development, and management of customer support and operations• Analyze and streamline processes to improve customer experience and team efficiency• Responsible for recruiting, on-boarding, training, and developing a high-performance support and operations team• Work closely with Product Management and Engineering, managing escalation processes and providing feedback on product quality and features• Directly liaise with multiple departments including Sales, Product Management and Engineering to best service our customers• Set and monitor key performance indicators; including customer satisfaction, operating efficiency, quarterly business reviews, and team performance• Establish strong relationships with vendors, staying up to date with new products and collaborating to maximize business opportunities• Create and implement policies for selecting vendors and evaluating vendor risk• Budget management and operation cost oversight• Leadership and development of Support, Service and Operations professionals Show less

Director, Customer Support & Operations

• Oct 2016 - Oct 2017

The Director of Customer Support and Operations ensures that a company's everyday activities run smoothly. The Director of Customer Support and Operations oversees manufacturing, purchasing, professional services and technical support departments. The director is also responsible for targeting specific areas in which a company may need to improve operational efficiency. This may include monitoring revenue margins and worker productivity, as well as implementing new directives for growth. The Director is also responsible for setting guidelines for personnel evaluations, recruitment, and advancement.• Keeping employees motivated and organising appropriate training• Ensuring the business operates within the company's mission statement• Liaise with superior to make decisions for operational activities and set strategic goals• Plan and monitor the day-to-day running of business to ensure smooth progress• Supervise staff from different departments and provide constructive feedback• Evaluate regularly the efficiency of business procedures according to organizational objectives and apply improvements• Manage procurement processes and coordinate material and resources allocation• Oversee customer support processes and organize them to enhance customer satisfaction• Review financial information and adjust operational budgets to promote profitability• Revise and/or formulate policies and promote their implementation• Manage relationships/agreements with external partners/vendors• Evaluate overall performance by gathering, analyzing and interpreting data and metrics• Responsible for all product quality and contractor manufacturer quality reviews Show less

Director, Customer Support & Services

• Apr 2014 - Oct 2016

The Customer Support & Services Director is responsible for developing and managing the service and support teams in support of developing a World Class Support Organization. The Director will lead the call center support and service teams’ strategy, implement successful NPI programs, develop new value-added services, and define and implement customer experience best practices. The Director ensures customer success through a cohesive services delivery process while conducting ongoing measurements on the health of operations relative to goals, KPIs and budgets. This hands-on position is also responsible for tracking performance and providing decision support for improving revenue and margins. The Director is the escalation point of contact for all customers and works with Executives and users across the entire organization. •Develop strategic goals and provide strong leadership and direction to ensure that the department is able to meet its goals. •Design and implement required on-going training. •Gather data, chart and analyze escalations root causes. Develop plans to eliminate. •Develop ‘best practices’ processes and procedures through on-going evaluation of existing policies and procedures to ensure efficient operations. •Escalation point for customers/issues. Decides action to take regarding product and service issues. Ensures complete customer service while maintaining profitability. •Ensure quality data is tracked and reported on a periodic basis. Develops recommendations for quality improvements. •Develop and implement new policies and procedures. •Research and develop procedures and resource alternatives to improve service and productivity. •Achieve industry leading customer service metrics. Show less

Manager, Customer Technical Services

• Jul 2008 - Apr 2014

As a Customer Service Manager I'm responsible for ensuring the highest level of customer service throughout the whole clientele. I attempt to be a role model and leader and must solve problems, make informed decisions and manage the department wisely in order to achieve maximum results. I solve and investigate customer’s long-standing or complex problems passed on by the customer service assistants. I supervise the customer service team, learn about the products and services of the organization. I train staff or employees to deliver excellent customer service and involving in staff appraisals and recruitment process. I develop customer service standards, policies and procedures for the organization.Specialties: - Highly advanced level of technical troubleshooting expertise- Experience delivering and developing technical presentations- Excellent customer-facing rapport- Excellent organizational, presentation, and project management skills- Excellent verbal and written communication skills- Proven ability in providing leadership within a team of technical support professionals- Ability to communicate with various functional levels Show less

Technical Support

• Oct 2007 - Jul 2008

Product Application Specialist

• Mar 2006 - Oct 2007

Systems Engineer

• Oct 1998 - Mar 2006

Service Technologist

• Mar 1998 - Oct 1998