MIKE STITH

305 Miami Lakes Drive

Milford, OH 45150 513-235-7194
msa75b90@westpost.net
CUSTOMER OPERATIONS & SUPPORT LEADERSHIP
Nearly 15 years' experience leading world-class customer support and delivering
bottom-line growth with exceptional customer satisfaction. Deep expertise in dev
eloping and executing global, end-to-end customer service and support strategy,
fully aligned with business objectives and initiatives.
Key member of account teams, offering critical sales support and ongoing relatio
nship management with senior-level customer contacts.
Respected builder and leader of customer-focused teams, instilling shared commit
ment to service as essential driver of company goals.
Winner of company's coveted "Quixote Award" 5 times for exceptional performance
achievement. * Global Support Operations
* Call Center Excellence
* Process & Quality Improvement
* Cost Reduction
* Metrics & Reporting
* Relationship Building & Account Management
* Customer Self Service and Web Support
* Team Leadership
* Communication
PROFESSIONAL EXPERIENCE & ACCOMPLISHMENTS
CINCOM SYSTEMS, INC. - Cincinnati, OH
Global enterprise technologies company with diverse products and solutions; annu
al revenue of $170 million, with 1000 employees in 23 offices worldwide.
Senior Manager of Worldwide Customer Support and Product Quality (2004 - 2009)
Promoted to lead 5 support operations centers worldwide. Delivered 24-hour call
center support for worldwide customers. Served as key point of contact for custo
mers' senior-level leaders. Also managed product quality assurance teams and led
worldwide user group activities. Managed annual budget of $2.5-$3 million and 2
5-30 direct reports.
* Merged 5 different regional support operations (from UK, France, Australia, US
, and India) into unified worldwide support network in less than 1 year.
* Reduced cost of global support operations by ~33% over 3 years (through staff
reductions and office consolidation) while maintaining outstanding customer sati
sfaction ratings.
* Elevated customer satisfaction to 97% over past 5 years; ensured swift resolut
ion of issues while managing customer entitlements within company policies and s
trategies.
* Turned around troubled accounts; met with customers' senior leaders to resolve
and stabilize implementations, eventually converting them to "showcase" account
s.
(Continued...)
* Achieved 98% staff retention over 15-year period of significant organizational
changes, new product introductions, and customer implementations.
* Managed all new product testing, introduced automated test tools, and drove im
plementation of new processes to enhance quality earlier in product lifecycle.
o Experience creating and implementing quality strategies, plans and SLA's
o Developed a process model for a "build quality in" approach to Quality Assura
nce
o Experience working with offshore operations and outsourcing providers
* Able to think outside the box and to work within operating constraints
Manager of North American Technical Support Center (1994 - 2004)
Managed team that provided support to 200+ manufacturing customers in North Amer
ica. Also led team of Account Support Managers providing onsite account manageme
nt services.
* Crafted new fee-based program (Product Advice Line) for customers to receive v
aluable product consulting and tools, generating $250,000 in first year.
* Served as core participant in pre-sales activities (meetings, presentations) t
o showcase customer support value proposition; contributed directly to new custo
mer acquisition and revenue growth.
* Created and implemented first-ever business model for global support operation
s (major transformation from previously regional operations and structure).
Professional Services Manager (1990 - 1994)
Promoted to manage team of technical consultants to support product installation
s and other implementation services.
Previous roles in technical sales, quality assurance, and technical writing.

EDUCATION AND TRAINING

University of Cincinnati Business College, Computer Science-Cincinnati, OH
Kent State University, Journalism-Kent, OH
Extensive coursework and seminars in customer service, service strategies, manag
ement, and leadership. Courses included Stephen Covey and Dale Carnegie leadersh
ip training programs and "Rhythm of Business" customer collaboration training.