Customer Support Director
Cadence Design Systems, Inc.
Remotely managed a group of as many as 19 Customer Support Application Engineers.Met with employees to discuss their progress towards their objectives and define their career plans.Defined the group’s global staffing needs with peer managers.
- Mentored two new first line managers located in our global center in Noida, India.
- Led a team reviewing customer’s overall satisfaction with Customer Support.Analyzed transaction survey data and provided recommendations for improving Customer Support processes and Application Engineer effectiveness.
- Managed a project incorporating lean principles in the Customer Change Request (CCR) process resulting in a 200 percent increase in CCRs characterized in one day or less.