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CRAIG NOVAK
780 Cochrane Road ▪ Morgan Hill, CA 95037 ▪ cn336@gnet.com ▪ Hm: 408. 779.0052 ▪ Cell: 408.588.0002
CUSTOMER SUPPORT / TECHNICAL SUPPORT DIRECTOR
People ~ Processes ~ Systems
Results-oriented Senior Executive with progressive experience across diverse industries. Excel in strategic
planning, process improvement, and project management with proven ability to identify and capitalize on
opportunities to drive revenues, streamline operations, optimize working capital, and slash operating expenses.
Skilled communicator and leader with reputation for forging strong business partnerships, and motivating large,
cross-functional teams to succeed in achieving business goals.
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REAS OF EXPERTISE
Technical Support Delivery & Outsourcing ~ Customer Satisfaction & Retention ~ Strategic Planning
Organizational Development ~ Cross-functional Leadership ~ Analytical & Conceptual Problem Solving ~
Change Management ~ Human Resources ~ Process Redesign ~ Performance Improvement ~ Budgeting
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ECHNICAL COMPETENCIES
Network Interface Cards ~ PCs & Laptops ~ Bridges, Hubs, & Routers ~ Network Servers ~ LAN ~ WAN
Wi-Fi ~ OSI Protocol Model ~ Clarify ~ Siebel ~ Salesforce ~ ADP ~ MS Office ~ MS Visio ~ Windows XP
SELECTED CAREER HIGHLIGHTS
3 Spearheaded the implementation of Cisco System’s first customer service outsourcing model in
the US, alleviating hold times of 45+ minutes and increasing customer satisfaction scores to “exceeds
expectations”. Designed strategic support program for Cisco’s Fortune 500 companies⎯ Premier
Services.
3 Dramatically improved operational effectiveness of the Technical Support Organization at CCT
Corporation: assessed and realigned employee skills with appropriate tasks and functions. Recruited,
trained, and developed quality candidates. Established two key positions charged with creating metrics
and automating processes for efficiency gains. Created System Engineer team to support Sales
organization with complex pre-sales issues. Designed and implemented critical workflow processes.
Eliminated client escalations to CEO (formerly three per day).
3 Managed global knowledge base integration at Cisco’s largest Global Response Center, adopting
best practice methodologies that combined KB information with daily workflow process. Strategic
initiatives resulted in an 80% reduction in cost per call and a 50% increase in customer service.
3
Formalized and strengthened 2Wire Network support organization, documented critical case
management workflow processes. Developed technical severity level schematic for case management
and reporting. Created Technical Support department metrics and enhanced service and support
offerings. Established technical support case management practices for call handling and escalation.
Reduced average days to close technical support cases for all products by 50% (60 to 30 days) in 2
months.
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