Senior manager with successful P&L responsibility for Customer Services Division, and a record of steadily increasing customer satisfaction ratings. Manage and direct staff of 30 responsible for all worldwide customer service functions, including technical support, quality assurance, product release, customer training, special product development team, self-service systems, maintenance contracts, and international professional services. Measured against operating margin and customer satisfaction targets.

Key accomplishments and responsibilities include:

     w Consistently achieved at least 110% of Operating Plan since 1992.

     w Grew maintenance & support revenues by 884% (from $660K to $6.5M).

     w Always spent under plan by scrutinizing operating expenses and controllable assets.

     w Member of CEO's Executive Management Team. Participate in strategic corporate decisions.

     w Exceeded customer expectations and satisfaction targets every year.

     w Established and chaired the product release committee to streamline software releases.

     w Expanded the technical support offerings to include three levels of service (Basic, Gold, and

        Platinum), including 24 hour "follow-the-sun" support and national language support in English,

        French, German, and Spanish. Revenues and customer satisfaction both increased accordingly.

     w Initiated and administered the company's first customer satisfaction survey program.

     w Achieved "Best in Survey" status two years running in the category delivery of electronic support

        according to the Prognostics Comparative Satisfaction Survey (independently compares

        approximately 70 participating software companies).

     w Managed all Quality Assurance efforts company-wide, establishing a customer-oriented final

        release authority.

     w Expanded US call center to handle incoming sales & marketing leads.

     w Researched and developed specifications for and implemented a worldwide problem management

        system, integrated with Inference's problem resolution technology (CBR).

     w Restructured the Quality Assurance department by implementing testing methods,

        test automation, recruiting standards, and a corporate quality mission.

     w Chair weekly meetings with all product managers to ensure adherance to standards, and to

        re-allign priorities as needed.

     w Regularly meet with and present to customers and prospects.

     w Actively participate in user's conferences (twice each year) including planning, hosting,

        presentations, and focus groups.

     w Relocated US support center & QA department from Southern to Northern California without losing

        any staff.

     w Assisted in the spin-off of 2 companies (Brightware & Limbex), and the related

        organizational and contractual impact.

     w Participated in IPO by meeting with and presenting to Prudential Securities, and subsequently to

        various interested investors.

     w Developed compensation and incentive plans for managers and renewals staff.

Participated in the sales cycle and ongoing support of these key customers: 3COM, AT&T, American Express, Brøderbund, Compaq, Freightliner, Gateway 2000, Hewlett-Packard, IBM, Intel, Lucas Arts, Microsoft, Nokia, Peoplesoft, Symantec, Visa International, Xerox, and many others.