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Date Created: 12/22/15
Randall D. Fenton (512)751-0253 email@example.com www.linkedin.com/in/randyfenton Customer Service & IT Leader & Innovator Proven Leader and Innovator with over 25 years experience building and optimizing IT infrastructures and customer service operations. Created and led customer service teams numbering over 150 employees distributed all over North America in multiple service centers. Managed consultant teams committed to aiding customers in optimizing their ERP systems. Developed integrated customer service processes, billing processes, and support teams for over $450m in annual sales. Created phenomenal career development strategies for employees and management staff. Consistently operated all departments at or below budgetary considerations. Cultivated positive communication and cooperation among all constituents, internal and external. Functional Skills Large Department Management Customer Relationship Management Customer Service & Support Field Installation Management Process Optimization Professional & Technical Staffing Troubleshooting Database Development Management Training/Dev Client Technical Support Customer Training & Support Project Management Training/Coaching Corporate Culture Change Oracle ERP and CRM Apps Powerful Staff Developer Excellent Communication Skills Microsoft Office (Word, Excel, Powerpoint, Access) Career Highlights Fenton and Associates, Austin, TX 2010 – 2013 Director, Business Development & Consultant Services. Currently providing coaching and consulting for a wide range of start up companies and entrepreneurs in these areas. IT Hardware and Application Implementation Oracle layered ERP and CRM configuration and deployment Process Analysis, Development, and Optimization Organization Analysis, Development, and Optimization Project Management Customer Relations Management Staff Training & Motivation Management Training & Motivation Corporate Culture Definition & Change Seamless Customer Service Process Design and Deployment Budget Development and Management Strategic Planning and Goal Setting Activant Solutions Inc. Austin, TX 2006 – 2010 Senior Manager, Finance Services Group. Led the Finance Services staff in 5 North American sites. Billing and licensing $450 million of services and products annually. Order management for $220 million annually. Coordination with Marketing on promotions and revised pricing. Implemented Integrated Customer Care Model removing traditional business silos, providing customers seamless service. Converted billing process from paper invoicing to electronic options. Integrated order management with account services group. Results: provided customers with a seamless experience from start to finish. Managed system and organizational integration of new acquisition. Incorporated new employees into existing organization and developed utilities necessary to consolidate billing activities into one system. Quickly presented new corporate identity to customers of the acquired company. Results: Reduced expenses by 12% through elimination of duplicate functions. Drove development of a single corporate standard for invoicing. Analyzed the needs of the various business segments within Activant and developed a standard, simplified invoicing method. Results: Reduced confusion on the part of the customers and reduced DSO by 2% on annual sales of $490mm. Randall D. Fenton (512)751-0253 firstname.lastname@example.org www.linkedin.com/in/randyfenton Drove electronic distribution of all billing documents. Worked with IT, sales, and customer service to develop a methodology that allowed electronic distribution of all billing documents through fax, or e-mail. Results: Reduced postage and handling costs by $103K per year. Overhauled order management department. Evaluated and revised processes, hiring practices, and staff performance management. Results: Reduced staff turnover from 70% annualized to 26%. Activant Solutions, Inc. Austin, TX 2001 - 2006 Director, Account Services Group. Led and mentored the Account Services staff. Created a coordinated and cross trained staff, emphazing staff training and development. Responsible for Billing and licensing $250 million of services and products annually. Created and developed an accounting customer service group. Eliminated specialized, silo organizational structure to provide a more fluid customer service group. Results: Vastly improved the ability of the finance department to expeditiously address internal and external customer needs and requests. Managed internal implementation of ORACLE ERP system. Coordinated needs requirements and deployment of ERP system with multiple departments including finance, IT, sales, product development, manufacturing, and marketing. Results: Eliminated non-scalable legacy systems and provided a platform for the continued growth of the company. Managed internal implementation of ORACLE CRM solution into my department. Coordinated needs requirements and deployment of CRM system with multiple departments including finance, IT, sales, product development, manufacturing, and marketing. Results: Eliminated non-scalable legacy systems and provided a platform for the coordinated support for our customers. Activant Solutions, Inc. Austin, TX 2000 – 2001 Director, Automotive National Accounts and Center Operations. Managed a geographically distributed staff of IT professionals embedded at Activant’s largest and most influential automotive customers. Supervised staff functioning as IT Operations Managers, Business Analysts, and Consultants. Collaborated on product development and programming. Managed consultant and mentorship program for Activant’s large automotive customers. Built dedicated national account support and service group. Improved and solidified relationships with largest automotive customers through establishing on-site management for their systems and on-going professional consulting. Results: Reduced customer attrition to almost zero and increased service revenue by 11%. Developed new financial tools for managing of customer service business. Analyzed new business and reporting needs for evolved business units and created new processes and spreadsheets for effective reporting of business performance. Results: Provided tools for focused management and reduced time for budget activities. CCI/Triad, Austin, TX & Livermore, CA 1997 – 2000 Director, Automotive Customer Support & Implementations. Supervised a combined staff of 150 Technical Support Professionals, Consultants, and System Implementers/Integrators, distributed across the U.S., Canada, and Puerto Rico. Managed, installed, supported, and consulted on business management, and ERP solutions for automotive service dealers, retail outlets, jobbers, and wholesale distributors. Managed integration of a customer service department acquired through competitor’s acquisition. Managed integration of all automotive customer service operations of a significantly larger, chief competitor. Results: Achieved functional cross departmental operations 3 months before deadline. Drove Y2K testing and preparations. Coordinated projects among all product responsible departments to fully test, debug, and distribute fixes in anticipation of Y2K. Results: Zero Y2K reported errors. Consolidated multiple customer support facilities for overhead reduction, reduced expenses, and provided more efficient service for the customers. Cooperative Computing, Inc Austin, TX 1989 – 1997 Director, Customer & Technical Support Education & Training Grand View College, Des Moines IA, (Bachelor of Science Studies, Architecture) Landmark Education, Austin, TX (Leadership, Communication, Project Management)
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