William Reede
87 Macon St.
Houston, TX 77082
(902) 55 - 0975
Objective
Executive-level position with responsibilities in Technical Support and
Customer Relations.
Strengths
?Project Management Team Building & Leadership
?Staffing & Budgeting Planning & Scheduling
?Resource Planning & Allocation Multi-Project Administration
?Product Development (Software, QA, Documentation)
?Process Improvement
?International Customer Service and Support?
?Call Center Management, Telephony, Computer Telephony
Integration?
?Service Delivery Systems and Quality Management?
?/span>Acomplishments
?Directed the customer service and technical support for a $100M
software company
?Implemented a global strategy for measuring and improving
international service.?
?Negotiated service contracts with Fortune 500 companies
?Instituted formalized program schedules, periodic program reviews
?Managed the delivery of multiple simultaneous products including the
introduction of new technologies
Experience
Billings Corporation,
Houston, TX
Director of Customer
Relations, 1997 - Present
Provided strategic direction and operations management for the customer
service division of a multinational softward company.
?
Delta Software, Houston, TX
Director of Customer
Service, 1993 - 1997
Directed all aspects of client relations and technical support.
?
Anderson Associates, Austin,
TX
Manager of Customer
Services, 1990 - 1993
Developed a special consulting brance that was designed specifically to
meet the computing needs of small business owners in the Austin area.
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Education
University of Texas, Austin, TX?
B.A., Business Administration, 1990?
Affiliations
?Member - Texas Customer Service Association
?Member - American Society of Technical Professionals
Selected Publications &
Presentations
Protecting Your Company's Server, presentation, New York, NY, 5/01
Customer Service in the New Century, presentation, Paris, France, 3/00
Tech Brainstorming, article, Houston Chronicle, 12/11/99
The Decline in Service Quality, presentation, New York, NY, 2/99
Understanding the Service Industry, article, Business Weekly, 9/02/98
?
References
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?Available on request.
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