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Computer Associates (formerly Sterling Software)
Columbus,
Ohio
1995 – 2002
Divisional Quality Manager
Directed the duties of the Southern Ohio team of 7 managers. Handled executive relationship between CA and over 300 major accounts in the region. Assisted managers to resolve customer issues. Developed repeatable processes used throughout CA, which tracked performance statistics for the Quality Team.
- Increased customer satisfaction from 76% to 92% in 18 months by skillfully managing 7 CRM managers.
- Realized a CRM quarterly increase by 15% within the first 2 quarters of managing the team. Numbers were used globally as a measure of team effectiveness in addressing client relationships and levels of satisfaction.
National Accounts E3 Solutions Engineer (Sterling Software before CA acquisition)
Managed national accounts. Focused on crafting solutions for large accounts with extensive requirements. Managed onsite support and directed internal resources to focus on customer issues. Assessed account infrastructure to determine critical path for end-to-end management of storage. Developed analysis services to statistically model the projected financial impacts of new solutions.
- Analytical services resulted in consistent achieving of sales quotas for 3 consecutive years. The final year before the CA acquisition, saw $60 Million in sales on a $40 Million quota.
- Crafted and implemented a sales presentation system used throughout the storage division including sales executives. This easy to use system allowed less travel due to sales representatives not needing engineers with them all the time. Travel expenses were reduced by 20% or $850K over the first fiscal year of implementation.
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