eric holm

About

Experienced in Contracts (Lease & Support), sales support, and customer service. Management and Supervisory experience. Demonstrated problem solving and analytical abilities to improve processes and results. Developed excellent working relationships with internal departments and external customers. Successfully utilizes tact and diplomacy to achieve a win-win outcome

Country

united states

City

roseville

Industry

information technology and services

Skill

business analysis, leadership, problem solving, teacher training, organization, customer service, customer satisfaction, people skills, people development, human resources, training, program management

Experience

support agreements specialist

hcl hewlett packard

1994-1 - 2003-7 · 9 yrs 7 mos

Responsible for maintaining and administering support program configurations, policies and processes for my Enterprise Customers. Created and maintained support contracts utilizing SAP and various internal applications. Booked PO’s, processed contract changes and handled all customer invoicing issues. Managed daily reports, provided technical and administrative support to the sales organization. Developed strong working relationships with customers, sales, delivery and other internal partners, to provide customers with an excellent support experience.

support agreements manager and administrator

spherion

2006-11 - 2011-1 · 4 yrs 3 mos

Managed Hewlett-Packard Enterprise Accounts originally for the Eastern Region then for the whole US. Provided direction for a team of 20 – 30 Administrators, and consistently met or exceeded operational metrics. Developed strong partnerships with sales, assisting them in complex customer issues, resulting in greater customer satisfaction. Worked with internal partners to improve processes, and increase productivity. Interfaced with other departments to resolve customer escalations, and create action plans to prevent future occurrences. Assisted in the hiring process of new personnel, and worked with HR on their ongoing training needs. Job outsourced to Costa Rica in January 2011

business lead

spherion

2003-7 - 2006-11 · 3 yrs 5 mos

Work with manager to set priorities for the team. Coordinated team resources to meet the need of the business and to meet or exceed team and departmental metrics. Compiled data and reported team metrics to front line manager, which in turn were utilized for upper management tracking of teams overall performance. Assisted in the mentoring and training of the Contract Administrators, and was the primary focal point for several processes. Main resource for Administrators when needing help with a customer issues or escalation.

individual contributor

spherion

2011-1 - 2011-12 · 1 yr

Researched customer’s SW update requests and placed orders for qualified customers. Set-up ECOS per event contracts in SAP and Compass. Set-up Subcontractor relocation blanket PO’s and monitored invoices received from the subcontractors. Provided assistance to HP customers and Sales Reps regarding support questions, issues, submitted to the Contact Center. Analyzed and either processed or created instructions for processing renewal amendment requests received from HP customers and Sales. Job outsourced to Costa Rica mid December 2011