ERNEST VINCENT PONS

PO Box 416 • Marina, CA 93933 • 831-818-0912 • ernest.pons@me.com

Customer Service / Technical Support Manager

QUALIFICATIONS AND BACKGROUND

Master of business administration with 11+ years technical support experience. Builds motivated teams to amplify productivity, leverages automation to increase revenues and reduce costs. Directs organizational change. Multilingual: Spanish, French.

CORE COMPETENCIES

SELECTED CONTRIBUTIONS

• Reduced outstanding uncollectible funds by 70% implementing business processes and training and supervising staff decreasing outstanding revenue collections from and average of $13,500 to $4,000 on any given week.

• Developed relational databases currently utilized by three business units improving records accuracy by 47%. Automated Oracle 11i data entry processes with Unix and Perl scripting restructuring head count and cutting labor costs by 38%. Deployed CRM enterprise system at a campus of 15,000 students increasing customer base by 13% without a concomitant increase in support staff. Created web-based communications for two business units reducing information retrieval time by 60%.

• Introduced a new technology to an emerging hardware market segment. Communicated advantages of new materials and processes to potential customers. Presented benefits of new technology at strategic meetings and trade shows. Collaborated with the customer's engineering staff to resolve product implementation issues. Ensured a stable revenue stream by generating sufficient demand to maintain factory production at 100% capacity while allocating a limited product supply among six customers.

• Implemented marketing strategy for a private medical practice by identifying a target market segment and partnering with local establishments to disseminate information and host promotional events. Wrote a weekly PR newspaper column. Grew business to be the largest chiropractic clinic in Santa Cruz County.

CAREER CHRONICLE

CREDENTIALS

TECHNICAL SUMMARY