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

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 software 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.

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

• Available on request.