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ANTHONY LANGELLA

New York, NY (917) 817-1110 langella72@yahoo.com


SERVICE DELIVERY AND CUSTOMER CARE PROFESSIONAL
An established senior leader with proven experience managing customer-facing teams, projects and programs with success
being achieved at regional, national and global levels. Six Sigma Green Belt that knows how to properly identify, deploy and
motivate resources in order to achieve the highest levels of results. Leverage strong business acumen by recognizing
opportunities for improvement and effectively aligning resources with overall corporate strategy and vision.
CORE COMPETENCIES
Maximizing Customer Outcomes Relationship Building / Development Six Sigma Green Belt
Program Management Product Deployment/ Rollout Performance Metrics / KPI
Voice of the Customer
Service Sales
Vendor / Third Party Management
Customer Education
Company Brand Awareness
Professional Services

PROFESSIONAL EXPERIENCE

MST Services Inc. 2013 - Present
Owner
Franchise owner of a territory in New Jersey responsible for the development and delivery of marketing and advertising
campaigns for small to medium sized businesses. As sole owner/proprietor responsibilities included direct sales,
customer service, art/ad creation, billing (QuickBooks) and collections
Turned a failing franchise into a profitable business in 5 months by improving customer service and focus
Added, on average, 5 new customers per month
Closed one of the largest Italian Restaurant chains in the Northeast by developing a campaign that delivered
10% year over year growth to their business
Create custom marketing and advertising campaigns for 50+ clients per month
JUNIPER NETWORKS 2006 - 2012
Sr. Program Manager, Customer Service PMO
Senior-level advocate for customer affairs and service quality at 80+ customers, including high-level financial services
firms such as Morgan Stanley, Citigroup, and Goldman Sachs and Internet Service Providers such as Comcast. Ensure
the highest levels of customer support and fulfillment of contractual deliverables through leadership of Service
Managers, Professional Services, Engineering, and TAC organizations, specifically active supervision of contractual
performance and service-level agreement compliance. Design and implement service setup to include support staffing
levels and risk mitigation offerings.
Personally designed and rolled out service setup to include support staffing levels, as well as risk mitigation
offerings for assigned clients
Awarded the Internal Customer Satisfaction Award, selected by peers for outstanding collaboration and
performance.
Increased overall sales team success rate by 30% through the assembly and leadership of monthly executive
meetings to review service performance metrics, expand customer product knowledge and product roadmap.
Successfully led more than $1M in professional services rollouts for Comcast across multiple networks as a
Program Manager.
Increased customer brand awareness, leading to more than $1M in Educational Service Sales for four
consecutive years.
Anthony Langella PAGE 2 OF 2
(917) 817-1110 langella72@yahoo.com

Developed an Account Support Plan document for my customers that was adopted by Juniper Customer
Services as a mandatory document for all clients
Spear headed the Make-It-Right program for assigned clients leading to improved customer satisfaction
NORTEL NETWORKS 1999 - 2006
Customer Operations Leader | Major Channels (2005 - 2006)
Customer Operations Leader | Global Accounts (2001 - 2004)
Northeast Region Service Leader (1999 - 2001)

Personally trained and supported sales teams in a highly diverse, client-related subject matter
Recruited to work directly with multi-national corporations, providing seamless delivery while driving extensive
customer support projects for the company's Top 25 Global clients.
Key member on the Essential Global Customer Partner Initiative Committee, standardizing SLA criteria and Service
delivery across numerous client countries.
Managed 22 members of the Professional Service Engineering team as direct reports for long-term, on-site
assignments, as well as a 23-member Field Engineer team for short-term projects.
Managed a 30-person Professional Services Delivery team comprised of Engineers and Specialists ensuring the highest
levels of customer satisfaction.
NETWORK EQUIPMENT TECHNOLOGIES 1987 - 1998
Director | North American Customer Service (1995 - 1998)
Northeast Regional Service Leader (1987 - 1995)
Sr. Executive for a 100+ nationwide field service organization dedicated to delivering installation, warranty and
remedial maintenance services for products across the Enterprise and Federal government market segment.
Grew Service contract revenue by 35% and T&M Revenue by 150% through innovation of existing procedures
Oversaw the successful selection and implementation of all call center management software, driving sales increases
on standard and customized national contracts.
Created innovative strategies to improve customer satisfaction by maintaining high levels of communication and
response time.
Developed ISO 9000 documents in order to ensure 100% compliance and accreditation of ISO 9001 standards.
Rolled out an automated billing review process that increased time and materials revenue $1.2M within six months.
Dramatically improved maintenance contract retention rates by developing and implementing a call management
review program.
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EDUCATION / CERTIFICATION
Six Sigma Green Belt
Value-Based Selling & Negotiation | Re-Engineering the Corporation
Situational Leadership | Team Styles & Conflicts | Patterns and Processes of Leadership
College of Staten Island, Electrical Engineering Technologies (Partial Completion)

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