Gene Eames
Satellite Communications / Customer Success / Customer Service
Greater Washington, DC
Summary
Dynamic Customer Service Manager with a proven track record, excelling in project management and client relations. Spearheaded initiatives that enhanced customer satisfaction and retention, while implementing quality assurance controls. Adept at leveraging CRM platforms to drive business development and foster a culture of excellence across cross-functional teams.
Overview
24
24
years of professional experience
Work History
CUSTOMER SERVICE MANAGER - AERO SERVICE DELIVERY
SES
Washington
05.2018 - 06.2024
- Managed the full project lifecycle for SES Aero and Fixed Data Platforms, ensuring alignment with customer requirements and satisfaction metrics.
- Led cross-functional teams to develop and implement customer experience initiatives, focusing on client satisfaction and retention.
- Collaborated with sales, asset management, engineering, accounts, and marketing teams to develop superior managed IP solutions.
- Analyzed customer feedback and data to identify opportunities for improvement and innovation.
- Established and tracked key performance indicators (KPIs) to measure and enhance customer experience.
MANAGER, BUSINESS DEVELOPMENT & TELEPORT OPERATIONS
US Electrodynamics
Brewster
01.2016 - 04.2018
- Led the strategic enhancement of video and teleport services, implementing competitive pricing models to secure market dominance.
- Initiated and cultivated a robust corporate social media footprint, coupled with interactive website development, to boost brand exposure.
- Fostered a customer-centric culture by promoting best practices and educating teams on customer experience principles.
GERENTE-QUALITY ASSURANCE
Media Networks, Telefonica
Lima
07.2010 - 12.2015
- Supported the provisioning of HDTV and high-speed internet services throughout Mexico, Central America, and Latin America using an HTS white-label platform.
- Led project and program management initiatives at Lurin Teleport.
- Successfully secured the company's inaugural ISO 9001 and ISO 27001 certifications, highlighting a steadfast commitment to quality and information security.
SENIOR MANAGER - GLOBAL SATELLITE OPERATIONS
Cable News Network
Atlanta
01.2000 - 06.2010
- Led CNN News Group's Global Satellite Operations, guaranteeing reliable broadcast news delivery from the Network Operations Center (NOC).
- Managed global capacity and asset management, ensuring uninterrupted transmission across the contribution and distribution network.
- Provided extensive onsite support for major international and domestic news events, bolstering live coverage quality.
Education
BS - COMMUNICATIONS-RADIO/TV/FILM
Northern Illinois University
DeKalb, ILCERTIFICATE - SPANISH
Pari Business Executive Language Center
Lima, PeruSkills
- Project Management
- Account Management
- Business Development
- Media Operations
- CRM platforms
- Quality Assurance controls
- Client relations and retention
- MS Office
Websites
Awards
- WTA Top 20 Teleport - 2017
- Telefonica Bravo Award - 2011, 2014
- Peabody Award - 2008, 2005
- IBC Innovation Awards - 2007
- Emmy Award - 2007, 2006
- DuPont Award - 2005
Timeline
CUSTOMER SERVICE MANAGER - AERO SERVICE DELIVERY
SES
05.2018 - 06.2024
MANAGER, BUSINESS DEVELOPMENT & TELEPORT OPERATIONS
US Electrodynamics
01.2016 - 04.2018
GERENTE-QUALITY ASSURANCE
Media Networks, Telefonica
07.2010 - 12.2015
SENIOR MANAGER - GLOBAL SATELLITE OPERATIONS
Cable News Network
01.2000 - 06.2010
BS - COMMUNICATIONS-RADIO/TV/FILM
Northern Illinois University
CERTIFICATE - SPANISH
Pari Business Executive Language Center
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