Owner, Green Peg. Customer Service consulting, training, metrics and culture change.
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Experienced executive, entrepreneur, software engineer, trainer, customer service consultant and flight instructor. My current focus at Green Peg is designing, implementing and deploying solutions for my clients that measurably improve service to their customers.
Specialties:At Green Peg, I help my clients improve their customer service by utilizing interviews, surveys, analysis, consulting, training, customer service boot camps and metrics programs utilizing key performance indicators. As a third party, I can perform a fresh and unbiased analysis followed by the delivery of solutions that follow best practices but are sufficiently customized to address specific challenges.
Green Peg helps corporations, departments and individuals elevate customer service to the highest level. We accomplish this through leadership, analysis, consulting, performance metrics, custom certifications, culture changes, on-site workshops and training.
Because of my experience as an instrument pilot, I had the opportunity to act as a test subject for a usability test related to the avionics of the Crew Exploration Vehicle. Dr. Miwa Hayashi conducted this study which included eye tracking and detailed statistics.
Principal consultant responsible for implementing customer service improvement programs for my clients.
Solutions included consulting, creation or modification of metrics programs, management training and customer service representative training.
Major clients included manufacturing companies, biotechnology companies and international consulting with the United Nations (UNLB) in Brindisi, Italy.
Contractor delivering STI Knowledge Certified Help Desk Professional and Certified Help Desk Manager courses during 2003-2004 period.
West Valley Flying Club is a non-profit organization in the San Francisco Bay area. With over a thousand members, it is probably the largest flying club in the United States. I was a Certified Flight Instructor there for several years. I wanted to give something back to the club and the members that had been so good to me. I was elected to the Board of Directors in July, 2001 for a two year term. I was the flight instructor representative on the board, the Secretary and the elections officer. There were many serious challenges during this period. The club not only survived but a solid foundation was laid for the future.
Certified Flight Instructor, Certified Flight Instructor Instrument, Tail-wheel Instructor, Advanced Ground Instructor at West Valley Flying Club, Palo Alto, CA.
Test pilot for my own home built aircraft and part owner in a Russian Yak-52 aerobatic aircraft.
Trained 500 sales representatives of a global shipping company in the use of Metreo's sophisticated pricing application (known as ARMS at that time). The pricing application enabled Metreo's customer to compete more effectively in the worldwide shipping business. The training was conducted via a remote web-based application to accommodate the international audience.
Prior to starting my own consulting business I had the pleasure of being a contractor for Sally Crawford of Crawford & Associates. She is an extraordinary executive that takes pride in encouraging the people that work for her to stretch beyond their current abilities. During this time I was engaged with one of her clients, Applied Materials, to create custom reference guides and laboratory manuals for a tool used to help engineers collaborate on designs, 3D models and various documents. The tool was based on eMatrix from MatrixOne Inc.
Designed and delivered training courses to support the company's products related to referrals, authorizations, claims, eligibility and reporting (RACER).
Trained approximately 500 Brown & Toland medical staff on the RACER application.
I joined Pure Software in 1996 led by Reed Hastings, now Netflix CEO. Soon after I joined, Pure merged with Atria and became Pure Atria. At that point I specialized in training the public in the flagship configuration management tool ClearCase. I continued that role after Pure Atria was acquired by Rational Software.
Designed and implemented the inference engine portion of the company's initial flagship product used for real-time monitoring and control.
The Talarian IPO in July of 2000 was followed by an acquisition by Tibco in April of 2002.
Prior to being hired by the Lockheed Artificial Intelligence Center, I created an expert system shell tool and sold my copyrighted source code to Lockheed. The tool was used successfully to monitor real-time telemetry data from the Hubble Space Telescope. This work became the early foundation for a company I co-founded (Talarian Corporation which later went public and was then acquired by Tibco.)
A great start for a young man just out of high school. Two solid years of Navy advanced electronics schools followed by four years of operational experience on mainframe computers. The discipline that the Navy taught me is still with me today.
Certificated Flight Instructor
Certificated Flight Instructor, Instrument
Commercial Pilot, Airplane Single Engine Land
Commercial Pilot Airplane Multiengine Land
Tailwheel Endorsement (and Instructor)
Ground Instructor Advanced, Instrument
Certified Help Desk Manager
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