Roger Henderson

Customer Operations Manager, Huawei Technologies

More than 20 years’ of successful experience in the telecom industry with recognized strengths in problem-solving, trouble-shooting and planning/implementing proactive procedures and systems. Ability to train, motivate and supervise employees. Expertise includes: • Selected as “Total Quality Customer Support Professional” with a synopsis of achievements and being a team player. • Creating customer satisfaction survey, drastically reducing potential problems. • Ensuring SLA’s (Service Level Agreements) are achieved and client expectations are met or exceeded. • Managing performance of services to clients per contract and ensuring Service Levels are achieved. • Providing reports to an agreed schedule or on request, including management and account performance reports. • Initiating client service review meetings including performance reports, service improvements, quality and processes. • Resolving issues during WCDMA 3G system rollout in the southeast region to ensure no delays. • Managing resolutions to problems ranging from feature testing, software upgrades, and new hardware implementation interoperability testing w/handset vendors.