Gary Vint
Davenport,FL
Summary
Certified Six Sigma professional with extensive experience managing process improvement initiatives within high-volume customer focused organizations.
Overview
29
29
years of professional experience
Work History
Senior Program Manager, Voice of the Customer
GoTo Inc.
03.2020 - Current
- Customer Action Team (CAT) lead for our Core Collaboration suite of products
- Driver of Net Promoter Score and Effort Score metrics, including all analytics and insights
- Introduction of Annual Recurring Revenue (ARR) based Net Promoter Score reporting
- Statistical data modeling to determine key drivers of customer retention
- Vendor management of Qualtrics and Clarabridge platforms
Senior Manager, Customer Insights
GoTo Inc. (formerly LogMeIn Inc.)
02.2017 - 03.2020
- Net promoter program lead, driving almost a twenty-five point increase in performance metrics
- Customer cancellation and competitive intelligence data, using insights to drive product and process improvements across the entire organization
- Headed annual research on internal and competitive products, driving new feature prioritization and user experience changes
Customer Insights Listening Post Manager
GoTo Inc. (formerly Citrix)
04.2013 - 02.2017
- Presentation of Net Promoter Score metrics and insights at monthly senior leadership review
- Assessment of Net Promoter Score performance on customer lifetime value
- Text analytics model creation for customer verbatim feedback categorization
- Design and creation of closed loop outreach process for customers enduring unsatisfactory experience
Global Customer Satisfaction and Reporting Manager
Motorola Mobile Devices
01.2006 - 01.2013
- Call center vendor management, driving service level requirements while reducing cost per contact metrics
- Post-sales reporting team manager, utilizing key contact types to drive training needs and online self-service content improvement
- Lead improvement teams tackling call center inefficiencies
- Estimated annual cost avoidance of approximately $450K
- Managed team of direct reports consisting of data analysts, information technology professionals, and quality system coordinators.
Six Sigma Quality Manager
Motorola iDEN Subscriber Two-Way Radio Division
03.2001 - 01.2006
- Implemented and managed the six sigma program for the two-way radio division, successfully mentoring 7 black belt and 21 green belt candidates to certification, together with over $5M in finance department approved cost savings from the corresponding projects
- Member of sector-wide six sigma committee responsible for approval of all black and green belt certifications
- Trainer of Executive Management on core skills green belt training class using DMAIC methodology
Six Sigma Black Belt Program Manager
Motorola Cell Phone Infrastructure Division
11.1999 - 03.2001
- Introduced Six Sigma Black Belt program to the facility and responsible for coaching and mentoring of all selected candidates
- Site statistician in support of engineering data analysis requests
- Drove the implementation of statistical process control and capability to all critical processes within the manufacturing organization.
Quality Engineer / Statistician
NEC Semiconductors (UK) Ltd
08.1995 - 11.1999
- Delivered self-developed training packages on FMEA, SPC and MSA
- Team leader in the successful implementation of QS9000
- Managed ISO 9000 quality system (documentation, internal audit, and calibration process)
- Certified ISO9000 lead auditor
- Leader of yield improvement team, resulting in excess of $3M saving in prevention costs.
Education
Skills
- Net Promoter and Customer Effort Programs
- Statistical Data Analysis
- Problem Solving
- Survey Design and Analysis (Qualtrics)
Miscellaneous
Minitab and SPSS statistical software, Qualtrics, Clarabridge, Microsoft Excel, PowerPoint, Word, Tableau, Basic SQL, Certified Golf Instructor – Professional Golf Teachers & Coaches of America (PGTCA)
Timeline
Senior Program Manager, Voice of the Customer
GoTo Inc.
03.2020 - Current
Senior Manager, Customer Insights
GoTo Inc. (formerly LogMeIn Inc.)
02.2017 - 03.2020
Customer Insights Listening Post Manager
GoTo Inc. (formerly Citrix)
04.2013 - 02.2017
Global Customer Satisfaction and Reporting Manager
Motorola Mobile Devices
01.2006 - 01.2013
Six Sigma Quality Manager
Motorola iDEN Subscriber Two-Way Radio Division
03.2001 - 01.2006
Six Sigma Black Belt Program Manager
Motorola Cell Phone Infrastructure Division
11.1999 - 03.2001
Quality Engineer / Statistician
NEC Semiconductors (UK) Ltd
08.1995 - 11.1999
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