"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.
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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 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
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CO: Visualized and Successfully launched Intelsat’s Globalized Customer Support Centers
- Rio Brazil, Johannesburg Africa, Hyderabad India (maintain Atlanta U.S.)
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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)
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CX: Visualized and Successfully launched Intelsat’s Customer Experience (CX) Department
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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
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One(1) manager, one(1) Senior Advisor, seven(7) ICs
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CA: Direct report to C-Level Customer Advocacy of Intelsat’s top revenue customer portfolio
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Four(4) Advisors
- (* see Senior Manager Customer Advocacy and Operations below)
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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.
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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 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
