"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 with a $2B customer portfolio 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.
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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
- Entrusted to manage + $2B Customer Portfolio. Also serve as CRM advisor for our +$8.5B customer set
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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
