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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

Strategic Customer Success & Experience telecommunications and media professional who champions Intelsat's Voice of Customer (VoC) for a $8B+ backlog revenue customer portfolio and 15+ year 100% win-retention rate. Conceptualized and led Intelsat's operational customer support from U.S. centric NOC to a global model (U.S., Brazil, Africa, Asia Pac), reducing overhead OPEX 20% while increasing customer managed services support staffing by 50%. Confident leader and change agent and decision maker with expertise in winning customer trust, and enhancing experience through key differentiators in advocacy, communications, business process, and mentoring.

  • 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 Global Customer Operations (CO), Experience (CX) and Advocacy (CA)

Promoted four (4) times: Sr. Program Manager, Advisor, Sr Advisor, Manager, Senior Management

10 Major Achievement Awards

  • CO: Visualized and Successfully launched Intelsat’s Globalized Customer Support Centers
    • Rio Brazil, Johannesburg Africa, Hyderabad India (maintain Atlanta U.S.)
    • Two(2) managers, four(4) Supervisors, forty+(40+) ICs
      • Frontline Level I Customer Support Team responsible for Intelsat Operations
      • All SatCom products and platforms (RF, Media, Data, Mobility, OU, etc)
  • CX: Visualized and Successfully launched Intelsat’s Customer Experience (CX) Department
    • One(1) manager, one(1) Senior Advisor, seven(7) ICs
      • NPS, QOS, Transactional Surveys, Annual Surveys
      • Regional Customer Advocacy for tier II customer sets
      • Lead and PM all level III Crisis Communications
      • Reporting, Metrics, KPIs
  • CA: Direct report to C-Level Customer Advocacy of Intelsat’s top revenue customer portfolio
    • Four(4) Advisors
      • (* see Senior Manager Customer Advocacy and Operations below)
  • Received four(4) CEO & COO leadership & major bonus awards 2017-2020 for customer differentiation, two(2) bonus awards in 2016 for team creation & leadership from Vice President, and two(2) large account saves and renewals from Asia Pacific Team.

Senior Manager Customer Advocacy (CA)

  • Assigned and own Intelsat’s 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 VP→EVP 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.

 

Piksel  Manhattan, New York                              November 2007 – June 2008

Director Customer Relations & 24/7 Call Center (1 year Contract Consultant)

  • Successfully launched and directed a brand new 24/7 IT help desk and customer relations center.
  • Team recruitment, ticketing software, 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.

 

Encompass (formerly CBS Corporation/ 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

Ashford University GPA 3.19

 

Education Verification Link:

https://www.findtopcolleges.com/ashford-4?trackid=ACF05452-B45A-4A44-9199-2CAFC54B9C9D&exclusive=yes&resetsession=true&aid=AAAIQROS5CVNQHEEYJDK234CPQB3HFI&est=3&cat=accredited_online_universities_exact&mt=EP%20-%20Google%20-%20National%20QDF&c=Ashford_National_QDF%20New

Robert Edward Summa

ID#  RV1116770

Password: 52231693

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