Experience

Oracle

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Senior Manager, Advanced Customer Services, Cloud Services

  • Jan 2018 - Present

  I'm responsible for the global delivery of Cloud Priority Services for our Oracle Fusion EPM, ERP, SCM, HCM, Taleo and Oracle CPQ Cloud customers.

• Principal Technical Account Manager

  • Feb 2015 - Jan 2018

  My role is to develop and manage the Oracle Support relationship with a designated large account, or small number of medium accounts, throughout the engagement and to maximize the customers’ use of Support Services, drive high degree of satisfaction and referenceability, and to protect and enhance Support revenue streams.To represent the customer as a single point of contact within Oracle. Manage the contract, or delivery engagement as defined by Oracle Service Support (OSS). Develop and maintain relationships with senior management across lines of business and third parties. Plan and deploy Support activities to ensure effective delivery within agreed budgetary constraints. Advise the account on the effective and efficient way to use Oracle support services and products, tools, systems, interfaces and procedures. Assure and improve the quality of the service, and maintain accurate account information. Assist in the renewal of Support contracts, and contribute to pre-sales activities. Communicate opportunities for customers to engage with Oracle such as technical events and business seminars. Show less

• Product Support Manager

  • Jun 2012 - Feb 2015

  Operational Management• Manage a team of individual contributors• Ensure proper resource utilization including recruiting, hiring and training; ensure work environment, including equipment and facilities, is sufficient to meet workplan objectives; maintain team scheduling and global coverage if appropriate; gain familiarity with budgeting and exhibit sound fiscal awareness and responsibility.• Execute Global Customer Support management operating model and consistent business practices including team readiness to support new product releases or functionality, continue to build and evolve knowledgebase; provide input into Product Management/Strategy and Development teams to improve customer product satisfaction and ensure business continuity.• Lead regular team and direct report meetings, communicate company goals, team goals and define individual objectives. Continual monitoring and evaluation of metrics to ensure that team follows the right course of action to meet desired goals.Customer Management• Committed to the delivery of outstanding service to customers.• Address customer complaints, respond to critical customer situations decisively, redirect resources as appropriate; maintain ownership of customer escalations until final resolution of customer issue.• Work with customers proactively through user group meetings or other outreach programs.Employee Management• Prepare and deliver employee workplans and development plans. Plan and communicate performance appraisals, compensation increases, awards and recognition programs. Approve employee time off requests, overtime requests, timecards and expense reports in accordance with local labor laws and HR policies while staying within budget. Show less



Taleo

• United States
• Software Development
• 100 - 200 Employee

• Resource Manager, Customer Support

  • Nov 2007 - Jun 2012

  Provide the leading on demand talent management solutions that drive improved business performance. To serve our customers, partners and employees, we conduct our business guided by these core values: o Quality o Integrity o Passion o Humanity o Partnership o Innovation Provide the leading on demand talent management solutions that drive improved business performance. To serve our customers, partners and employees, we conduct our business guided by these core values: o Quality o Integrity o Passion o Humanity o Partnership o Innovation



Old Navy

• United States
• Retail
• 700 & Above Employee

• Logistic Manager

  • Jul 2004 - Nov 2007



Resorts of the Canadian Rockies

• Canada
• Leisure, Travel & Tourism
• 1 - 100 Employee

• Snowmaker Foreman

  • Apr 1998 - May 2001