Director Customer Service Support in Austin TX Resume Randall Fenton by RandallFenton


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									                                              Randall D. Fenton

                                    Customer Service & IT Leader & Innovator

Proven Leader and Innovator with over 25 years experience building and optimizing IT infrastructures and customer
service operations. Created and led customer service teams numbering over 150 employees distributed all over
North America in multiple service centers. Managed consultant teams committed to aiding customers in optimizing
their ERP systems. Developed integrated customer service processes, billing processes, and support teams for over
$450m in annual sales. Created phenomenal career development strategies for employees and management staff.
Consistently operated all departments at or below budgetary considerations. Cultivated positive communication and
cooperation among all constituents, internal and external.

                                                   Functional Skills

Large Department Management         Customer Relationship Management        Customer Service & Support
Field Installation Management       Process Optimization                    Professional & Technical Staffing
Troubleshooting                     Database Development                    Management Training/Dev
Client Technical Support            Customer Training & Support             Project Management
Training/Coaching                   Corporate Culture Change                Oracle ERP and CRM Apps
Powerful Staff Developer            Excellent Communication Skills          Microsoft Office (Word, Excel,
                                                                            Powerpoint, Access)

                                                  Career Highlights

Fenton and Associates, Austin, TX 2010 – 2013
Director, Business Development & Consultant Services. Currently providing coaching and consulting for a wide range
of start up companies and entrepreneurs in these areas.
  IT Hardware and Application Implementation
  Oracle layered ERP and CRM configuration and deployment
  Process Analysis, Development, and Optimization
  Organization Analysis, Development, and Optimization
  Project Management
  Customer Relations Management
  Staff Training & Motivation
  Management Training & Motivation
  Corporate Culture Definition & Change
  Seamless Customer Service Process Design and Deployment
  Budget Development and Management
  Strategic Planning and Goal Setting

Activant Solutions Inc. Austin, TX 2006 – 2010
Senior Manager, Finance Services Group. Led the Finance Services staff in 5 North American sites. Billing and
licensing $450 million of services and products annually. Order management for $220 million annually. Coordination
with Marketing on promotions and revised pricing. Implemented Integrated Customer Care Model removing
traditional business silos, providing customers seamless service. Converted billing process from paper invoicing to
electronic options.
   Integrated order management with account services group. Results: provided customers with a seamless
   experience from start to finish.
   Managed system and organizational integration of new acquisition. Incorporated new employees into existing
   organization and developed utilities necessary to consolidate billing activities into one system. Quickly presented
   new corporate identity to customers of the acquired company. Results: Reduced expenses by 12% through
   elimination of duplicate functions.
   Drove development of a single corporate standard for invoicing. Analyzed the needs of the various business
   segments within Activant and developed a standard, simplified invoicing method. Results: Reduced confusion on
   the part of the customers and reduced DSO by 2% on annual sales of $490mm.
                                              Randall D. Fenton

  Drove electronic distribution of all billing documents. Worked with IT, sales, and customer service to develop a
  methodology that allowed electronic distribution of all billing documents through fax, or e-mail. Results: Reduced
  postage and handling costs by $103K per year.
  Overhauled order management department. Evaluated and revised processes, hiring practices, and staff
  performance management. Results: Reduced staff turnover from 70% annualized to 26%.

Activant Solutions, Inc. Austin, TX 2001 - 2006
Director, Account Services Group. Led and mentored the Account Services staff. Created a coordinated and cross
trained staff, emphazing staff training and development. Responsible for Billing and licensing $250 million of services
and products annually.
  Created and developed an accounting customer service group. Eliminated specialized, silo organizational structure
  to provide a more fluid customer service group. Results: Vastly improved the ability of the finance department to
  expeditiously address internal and external customer needs and requests.
  Managed internal implementation of ORACLE ERP system. Coordinated needs requirements and deployment of
  ERP system with multiple departments including finance, IT, sales, product development, manufacturing, and
  marketing. Results: Eliminated non-scalable legacy systems and provided a platform for the continued growth of
  the company.
  Managed internal implementation of ORACLE CRM solution into my department. Coordinated needs requirements
  and deployment of CRM system with multiple departments including finance, IT, sales, product development,
  manufacturing, and marketing. Results: Eliminated non-scalable legacy systems and provided a platform for the
  coordinated support for our customers.

Activant Solutions, Inc. Austin, TX 2000 – 2001
Director, Automotive National Accounts and Center Operations. Managed a geographically distributed staff of IT
professionals embedded at Activant’s largest and most influential automotive customers. Supervised staff
functioning as IT Operations Managers, Business Analysts, and Consultants. Collaborated on product development
and programming. Managed consultant and mentorship program for Activant’s large automotive customers.
    Built dedicated national account support and service group. Improved and solidified relationships with largest
    automotive customers through establishing on-site management for their systems and on-going professional
    consulting. Results: Reduced customer attrition to almost zero and increased service revenue by 11%.
    Developed new financial tools for managing of customer service business. Analyzed new business and reporting
    needs for evolved business units and created new processes and spreadsheets for effective reporting of business
    performance. Results: Provided tools for focused management and reduced time for budget activities.

CCI/Triad, Austin, TX & Livermore, CA 1997 – 2000
Director, Automotive Customer Support & Implementations. Supervised a combined staff of 150 Technical Support
Professionals, Consultants, and System Implementers/Integrators, distributed across the U.S., Canada, and Puerto
Rico. Managed, installed, supported, and consulted on business management, and ERP solutions for automotive
service dealers, retail outlets, jobbers, and wholesale distributors.
    Managed integration of a customer service department acquired through competitor’s acquisition. Managed
    integration of all automotive customer service operations of a significantly larger, chief competitor. Results:
    Achieved functional cross departmental operations 3 months before deadline.
    Drove Y2K testing and preparations. Coordinated projects among all product responsible departments to fully
    test, debug, and distribute fixes in anticipation of Y2K. Results: Zero Y2K reported errors.
    Consolidated multiple customer support facilities for overhead reduction, reduced expenses, and provided more
    efficient service for the customers.

Cooperative Computing, Inc Austin, TX 1989 – 1997 Director, Customer & Technical Support

                                               Education & Training
                   Grand View College, Des Moines IA, (Bachelor of Science Studies, Architecture)
                 Landmark Education, Austin, TX (Leadership, Communication, Project Management)

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