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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 Professional

Intelsat - PanAmSat - CBS - Westinghouse - Piksel

Seasoned customer success professional who champions for industry leaders. Confident decision maker who provides leadership with a management style that promotes creative vision, innovation and cultural change. Expertise in winning customer trust, enhancing experience, and increasing retention through differentiators in communications, improved business processes, and mentoring strong supporting 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

  • Promoted four times from Senior Advisor to Senior Management, forming Intelsat’s enterprise customer care teams:
    • *Operational Customer Care   * Customer Advocacy *Performance Measurement.
  • Launched new innovative advocacy department for our top SLA customers to provide highly skilled support for customers from pipeline to implementation through contractual agreement, operational, and renewal support.
  • 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.
  • Created repeatable frameworks and training programs to ensure scalability of Customer Care and Advocacy Program. 
  • 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 Regional Team.
  • Protected 5+ major accounts from competitors through advocacy, and establishing authentic trusting relationships.

 

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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