"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
Experienced strategic customer success & operations professional with a $2B+ backlog revenue customer portfolio and 15+ year 100% win-retention rate who champions for your industry leading customers. Confident leader and decision maker who provides a senior level management style that promotes empowerment, accountability, collaboration, and cultural change. Expertise in winning customer trust, and enhancing experience through key differentiators in advocacy, communications, business process, and mentoring the strongest account teams with a lead by example philosophy.
|
|
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
-
One(1) manager, one(1) Senior Advisor, seven(7) ICs
-
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)
-
Four(4) Advisors
- 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:
Robert Edward Summa
ID# RV1116770
Password: 52231693
