TERRY HARTSFIELD th57fdf2@westpost.

net
1142 Mallard Ridge Circle, San Jose, CA 95120 (408) 621-0110
VP Global Customer Support Operations
P&L / Process Improvement / Channel & Business Development / Growth Strategies
Product Engineering & Launch / QC / CRM / Call Centers / IT / Startups / Turnaro
unds
A pioneering, technology-driven senior executive, I worked with limited resource
s to implement effective support services, consistently transforming losses into
profits for startups and multi-billion dollar Fortune 250 companies. By introdu
cing new products, technologies and channels, I boosted both revenue and custome
r satisfaction.
* Provide strong, decisive team leadership during rapidly changing economies
* Develop, deliver and execute multiple Professional Services to enhance custome
r experience
* Assure peak performance and gain company-wide buy-in for initiatives
* Build consensus across all functions to optimize on-time product and service d
elivery
Known as a passionate, dynamic leader and change agent, I create and motivate or
ganizations to achieve operational excellence. A critical thinker, I avoid overl
y excessive analysis to make timely, astute decisions. I hold a BS in Accounting
from Northeastern University, with coursework from Harvard, Wharton and Carnegi
e-Mellon.
Selected Achievements
Perfected service effectiveness. InnoPaths customer operations were inflexible a
nd failed to support Tier 1 mobile operators or cell phone manufacturers. Improv
ed customer-facing engineering capabilities and created adaptable teams with bet
ter deployment practices. Grew revenue $5.5M, delivering five major server deplo
yments.
Developed comprehensive portfolio of services. InnoPath lacked service products
to support their handset business and cell phone manufacturers. Customers were d
issatisfied. Created complete range of services which were sold in multi-year pr
ograms to LG and Samsung, generating $10M+ in revenue over span of contracts.
Built solid channel support structure. ShoreTel was at a disadvantage due to no
service/support infrastructure. Designed/improved service cycle time 15%, saving
$260K. Managed 100% increase in call volume, cut caseload ~58% and supported in
stallation of ~45 systems a year, earning 90%+ customer and reseller satisfactio
n ratings.
Created new service business model. NETs customer global support requirements ha
d changed, service functions werent optimized, and customer-facing engineering r
esources lacked integration. Developed new model. Increased contribution margin
s 16% with 2% revenue growth, gross margins 50% and Asia Pacific revenue 150%.
Instituted vital QA measures. Challenged to improve NetFRAMEs customer satisfact
ion and product quality. Managed ISO program, and implemented quality measuremen
t processes and customer satisfaction surveys. Improved customer wait times thre
e minutes, maximum wait times ~12 minutes and abandoned rates ~5%.
Career Overview
VP Global Customer Operations, InnoPath Software, 2006 to 2009. Established tea
ms, processes and disciplines to improve delivery and profitability of client an
d server products for $42M+ mobile device management firm. Created first Device
Management Capabilities Program for GSM carriers, generating $1M+ in revenue.
VP Customer Advocacy, ShoreTel Communications, 2000 to 2005. Structured and del
ivered process improvement, customer satisfaction, cost containment and sustaina
ble growth initiatives for this startup VOIP telecom firm. Grew service revenue
from $300K to $6.8M. Managed 25 people and accountable for $8.5M budget.
Principal, Hartsfield Company, 1999 to 2000 and 1992 to 1994. Returned to this m
anagement consultancy as subcontractor to PRTM. At ArtisaSoft, designed and impl
emented process improvements and Best Practices, improvingservice cycle time 15%
and saving $260K. Improved customer satisfaction scores 10% and call flows.
VP Customer Service, Network Equipment Technologies, 1997 to 1999. Recruited to
turn around customer service, boost profitability, sustain margins above 45% an
d deploy technology to control costs. Managed 350 people and $85M reveneue/$55M
expense budget. Launched Electronic Support Center servicing 2000 customers.
Earlier, key positions with NetFRAME Systems, Nova Controls, Sun Microsystems, A
pollo Computers and DEC.
Personal: An avid fisherman, I also enjoy antique cars, running and photography.