Caesar Gonzaga
Caesar is a proven customer service leader
with over 17 years of experience as technical contributor, manager
of customer service personnel, and business leader for key
operational and strategic initiatives within corporate and field
organizations. His expertise extends across many areas including
management of mission critical environments, project leadership of
strategic initiatives with U.S./global scope, operational support
for field and corporate service organizations, and business
process analysis/redesign. Throughout his career, he has led
significant projects in collaboration with IT and external vendors
that delivered real value, saving the organization millions of
dollars.
Prior to joining Customer Centricity, Caesar
served as a director at EMC Corporation in several operational and
functional areas. Most recently, he was responsible for the
development and deployment of field productivity tools. The
business applications deployed delivered automation of
administrative tasks, elimination of low-value tasks, and
providing wireless, real-time access to enterprise applications.
Preceding this role, Caesar was responsible for global technical
operations, including providing operational support for a 1,000+
member global technical services organization. Here, he managed
business performance metrics, participated in cross-functional
projects, and managed internal initiatives. He also led a team of
over 90 managers and staff in Customer Care Support, Automatic
Call Distribution (ACD) Support, Sales Support Help Desk,
Organizational Training and Asset/Facilities Management. This
role followed a similar position Caesar held for North American
field operations.
Caesar has a Bachelor of Science in Computer
Science and Business Administration from the University of
Wisconsin. |
