"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.
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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.
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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 Director→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.
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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
