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"Robert provides industry leading consultancy level with our Japanese customer KDDI. Robert manages very challenging requirements and understands how to adapt to cultural requirements. Robert has gained a tremendous amount of trust with KDDI, as reported by the customer senior management. As part of the team liaising with KDDI, he also helps achieving sales goals"  -Regional VP Asia Pacific 

Customer Success & Advocacy Professional

Intelsat - PanAmSat - CBS - Westinghouse - Piksel

Seasoned customer success professional with $2B+ backlog customer portfolio who champions for industry leaders. Confident decision maker who provides senior level leadership with a management style that promotes creative vision, innovation and cultural change. Expertise in winning customer trust, enhancing experience, and 100% win-retention through key differentiators in communications, business processes, and mentoring strong teams with a lead by example philosophy.

  • Trusted, Seasoned, Polished, Confident, Accountable
  • Team Leader, Collaborator, Coach, Promoter
  • Process Change & Operation Efficiencies Expert
  • Customer Communications & Quality Champion
  • Comfortable Leading E-Level Meetings and Calls
  • Contract Wins, Major Saves, and Retention 
  • Strategic Thinker and Improvement Mindset
  • Cultural Experience & Approach Differentials

Intelsat  Atlanta, Georgia                                     November 2008 – Present

Intelsat is the world’s largest in-orbit satellite company with a matching terrestrial fiber infrastructure.

Senior Manager Customer Advocacy and Experience

  • Assigned an own a strategic $2B Customer Portfolio.  Serve as advisor for Intelsat’s entire +$8.5B customer set.
  • 100% Win track record for 11 years: RFQ renewals through advocacy, and establishing authentic trusting relationships.
  • Developed Intelsat’s Advocacy Program; ultimately forming Intelsat’s three enterprise sets of customer care teams:
    • 1) High Revenue & Back Log Customers, 2) Solutions Partners, 3) In Region Customer Advocacy & Ops Support.
    • Recruit skillset to provide support from pipeline to implementation, operational, and renewal.
    • Manage Global & Regional Advocacy and Customer Operations Teams (80% Remote).
  • 90% of interaction at DirectorEVP levels, both externally and internally, serving as advisor to senior mgmt teams.
  • Reduced service interruption communications latency by 75% through advanced streamlined crisis escalation, resource collaboration, training tools, utilizing new R&R policies during service interruption.  All measured by QC KPIs.
  • Received two CEO leadership awards in 2017 for customer differentiation, two bonus spotlight awards in 2016 for team creation & leadership from Vice President, and two large account saves and renewals from Asia Pacific Team.
    • 16 Lifetime Major Achievement Awards

 

Piksel  Manhattan, New York                              November 2007 – June 2008

Director Customer Relations & 24/7 Call Center

  • Successfully launched and directed a brand new 24/7 IT help desk and customer relations center.
  • Recruitment, software, ticketing systems, business processes.  Completed under budget, and 4 months ahead of target.

 

PanAmSat Wilton, Connecticut                           May 2002 – September 2007

Director Customer Relations

  • Raised operational customer satisfaction from a 3.3 to a 4.5 (scale 1-5) within 2 years, and maintained ~4.5 for 3 years straight.
  • Directed “Spotlight” Global Customer Conference: Agenda, steering committees, vendor sponsorship, and presentations.
  • Created PanAmSat’s first Operational Customer Care Management dept. and Customer Advocacy for top SLA global clients.

 

CBS Corporation (Viacom/ Westinghouse) Stamford, Connecticut     February 1991 – Nov 2001

Senior Manager Client Relations & Network Operations & Scheduling 

  • Managed eight (8) supporting origination departments: Client Services, Scheduling, Playback Operations, Encoding, Quality Control, Duplication, Library Services, and Billing, five (5) supporting managers, and a total of eighty (80) employees.
  • Promoted eight (8) times from a temp in 1990 to trainer to supervisor to senior management.

 

Education

Bachelor of Business Administration (BBA) 1993

Rochville University GPA 3.19

 

Education Verification Link:

http://www.rochvilleuniversity.net/StudentArea/CredentialsVerification/CredentialVerification.aspx

Robert Edward Summa

ID#  RV1116770

Password: 52231693

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