CRAIG HOLVERSON

Foothill Ranch, CA | 92610 | 949.300.6543 | craigholverson@yahoo.com www.linkedin.com/in/craigholverson

CALL CENTER OPERATIONS MANAGER

Dynamic goal-driven strategist seeking to leverage a steadily advancing 20+ year career offering world class cross-functional call center / support center management, business solutions and award-winning customer service for industry giant Toshiba. A technically savvy leader, able to facilitate cross-departmental communications through the synthesis and translation of complex technical terminology. Blends a confident, diplomatic communications style with a demonstrated ease in earning trust while conversing across diverse audiences. Adept at diplomatically responding to challenging situations, diffusing conflict, and upholding a high level of professionalism in all interactions with co-workers as well as existing and potential clients. Proven ability to analyze operations, identify trends, and address discrepancies between plan and actual to ensure maximum efficiency and savings. A pragmatic communicator and coach with 10+ years of experience directing a highly successful technical support team, renowned for ensuring that the right people are in the right place at the right time. Core Strengths:
Cross-Functional Contact/Call Center Management Project Management Diplomatic Conflict Resolution Team Leadership, Training & Motivation Performance Reviews & Appraisals Customer Satisfaction Initiatives IT Business Solutions Recruiting, Interviewing & Hiring Staff Vendor Contract Negotiations Cross-Departmental Communications Multi-Million Dollar Budget Management Process Improvements

RELEVANT PROFESSIONAL EXPERIENCE

Toshiba America Business Solutions Inc. Irvine, CA May 1987 May 2012 Division Service Manager March 2011 May 2012 Transitioned into this role after a reorganization, trusted to establish and manage all service and repair operations for the POS & Barcode Printer division of Toshiba. Selected Accomplishments: Designed and developed service programs and back office procedures enabling the acquisition of a nation-wide account with a revenue potential of $8M Developed strong relationships with outsource vendors to provide onsite and depot repair Negotiated and signed master service agreements with 6 vendors to define service delivery Director of Support Center Operations October 2004 October 2010 Steadily advancing contact/call center leader directly responsible for planning, preparing and managing annual capital and expense budgets of over $2.5M in four support centers located in multiple locations. Responsible for technical service support, pre-sales support and service dispatch with a total support staff of 25+, including three directly reporting managers. Selected Accomplishments on Page 2:

CRAIG HOLVERSON
Page 2/2 | 949.300.6543 | craigholverson@yahoo.com www.linkedin.com/in/craigholverson

RELEVANT PROFESSIONAL EXPERIENCE - CONTINUED

Completed a Six Sigma project for dispatch online service & supply requests that saved an estimated $1.5M over five years Lead a team to integrate two disparate dispatch systems with an ROI of $600K over five years Re-negotiated an outsource vendor contract saving more than $600K over five years Implemented a remote monitoring tool saving more than $60K per year Negotiated a 50% decrease in third party service provider contract saving more than $66K per year Reduced support equipment expenses by $50K+ by instituting a sharing arrangement with another group Reduced capital expenditures by $25K+ per year by using hardware resources more effectively Re-negotiated contract with knowledge base provider saving 50% (more than $1,700) per month Consistently achieved average hold times that were 25% less than the required metric Added color support in addition to monochrome support to the responsibilities of the hardware support group, implemented training and began support within 60 days with no degradation in support quality Achieved consistent customer satisfaction ratings of 4.5 or higher on 5 point scale Moved entire call center twice, each over the course of one weekend with zero downtime Achieved a Best Overall rating for Service Support and a Best rating for Effectiveness of Service Hotline in the 2010 Office Products Analyst survey of dealer service managers Developed a sophisticated applicant screening methodology to better predict suitability of the candidates in troubleshooting situations

Manager of Support Center Operations August 1998 October 2004 Promoted to lead a team that successfully researched and defined the requirements for a new support center that would provide printing and networking support for connected digital multi-function products. Selected Accomplishments: Delayed increase in manpower by 40% saving approximately $192,000 per year Developed a checklist used by the ATSG (Advanced Technical Support Group) to escalate technical issues to Japan that resulted in 60% fewer issues retuned for further clarification Coordinated Facilities & IT team that moved the entire support group into a different building with no down time or loss of customer support Led a team to determine the specifications and successfully implement a new nationwide service dispatch center from scratch Previous Roles with Toshiba: Vendor Support Manager| Manager of Technical Support | Technical Support Supervisor

EDUCATION & PROFESSIONAL DEVELOPMENT

Bachelor of Business Administration Magna Cum Laude National University Associate in Applied Science Electronics Technology Joliet Junior College Microsoft MCP | Novell CNA | Six Sigma Certified| Klemmer & Associates Leadership Training