A motivational leader with a decade of customer service management experience in technical software support. Skilled in all aspects of building and implementing a worldwide support organization whose mission is to provide unsurpassed customer service at the lowest cost by leveraging established procedures, online tools and key global resources.
- Customer Relationship Management
- Global Team Building
- Off-shored Operations
- Incident Escalation & Resolution
- Bug Tracking & Prioritization
- Troubleshooting Guidance
- Support Policies & Procedures
- Online Support Process
- ACD Phone Systems
- eLearning Design & Development
Feb 2004 - Present
Director of Worldwide Customer Support
Responsible for directing the operations of a global team comprising 30 Customer Support employees located in 11 regional offices to over 1800 worldwide partners and customers for an enterprise-level BPM/Workflow Software Application.
·Direct regional support management in delivering corporate standards of customer service excellence.
·Work with Development Support Management in escalating critical issues for debugging assistance and patch resolution.
·Meet regularly with Product Management, Development and Q/A managers to ensure that current and future product releases matched Customer needs and demands.
·Escalate issues to Account Management and Professional Services to ensure Customer needs are proactively met.
·Perform routine presentations to Customers about support operations at user conferences, training classes, onsite and via WebEx.
·Expanded operations from 3 to 9 regional support centers.
·Architected off-shoring testing support in order to maximize regional support resources and reduce technical staff overhead.
·Established Premier Support offerings in order to ensure success with key customer accounts as well as provide increased revenue opportunities with new and existing customer accounts.
·Assumed additional responsibilities of U.S. Support Management in Aug 2006 to assist in reducing budgeted headcount and meeting customer needs.
Feb 2000 - Feb 2004
Manager of Customer Support
Responsible for the creation of a global team whose mission is to provide the best technical and application support in the BPM/Workflow industry.
·Created Services & Policies Guide to properly set prospect and customer expectations in regards to provided support services.
·Designed and directed the implementation of the ACD Call Center Queue with 24/7/365 capabilities.
·Designed and developed an online support incident submission and tracking system using the company’s own software (the Ultimus BPM Suite).
·Designed and implemented an online Knowledgebase for customers using SharePoint.
·Designed and implemented an online customer portal.
·Expanded support resources by implementing APAC and EMEA support centers.
·Established customer lifecycle procedures to maximize handling of customer needs among internal departments.
Aug 1998 - Feb 2000
Manager of Customer Support
Responsible for the management of 18 employees in a 24/7/365 Customer Support call center and the satisfaction of over 1300 international customer sites for a suite of Healthcare Information Technology Software Applications.
·Annual department budget review and implementation.
·Monthly statistical reports, presentations and recommendations to the company executive team.
·ACD phone queue implementation and maintenance.
·Achieved reductions in Average Speed of Answer (by 41%), Abandoned Calls (by 50%), and Incident Backlog (by 63%).
·Accomplished inbound call center goal of handling the majority of issues on initial call request (increased by 450%).
·Established the requirements, protocols and procedures for migrating from a homegrown FoxPro incident tracking solution to Vantive CRM.
·Directed initiatives to ensure Customer base was migrated to Y2K compliant release.
·Developed content and layout for the Customer Support internet and intranet site including FAQ’s and troubleshooting documents to expedite issue identification and resolution.
·Hired key personnel and developed a leadership structure that allowed the ability to manage increased call volume while minimizing increased headcount.
·Implemented a training program to improve customer service skills as well as product and technical knowledge.
Aug 1997 - Aug 1998
Customer Support Technical Team Lead
Responsible for the leadership and development of the Support Technical Team.
·Training and development of 6 Technical Specialists.
·Provided 24/7/365 escalation support to on-call Specialists.
·Assisted Specialists with ongoing problems/issues to achieve accurate and timely resolution.
·Assumed ownership of critical issues requiring escalation.
·Reduced escalation of technical issues to Systems Engineering by 50%.
·Developed and maintained standards and policies for Technical Specialists.
·Performed transitional Support Management responsibilities 3 months prior to promotion.
Aug 1996 - Aug 1997
Customer Support Specialist
Responsible for the troubleshooting of application and technical issues for Customers.
·Troubleshooting of all Customer issues using customer data, programming resources and remote diagnostic support.
·Troubleshooting of third-party applications used with Per-Se software.
·Provided on-call coverage for 24/7/365 support.
·Documentation of all Customer issues.
·Escalation of unresolved issues to appropriate resources.
Jun 1994 - Jun 1996
Ambulatory Care Service Assistant
Responsible for assisting the Director of Ambulatory Care Services (ACS) with the organization of Emergency Services (50,000+ annual visits), Rehabilitation, Endoscopy and Day Surgery.
·Responsible for the scheduling and staffing of all nursing and ancillary ACS employees.
·Responsible for supply requisition and distribution within ACS departments.
·Evaluation of ordered supplies and implementation of cost-saving solutions.
·Formulation of an operating capital and staffing budget for ACS departments.
·Management of ancillary personnel.
·Operational infrastructure improvements.
Aug 1989 - Dec 1993
Emergency Room Unit Clerk
Hillcrest Baptist Medical Center
Responsible for the coordination and implementation of administrative, physician and nursing orders throughout Emergency Services.
·Order entry into Meditech system for all Physician and Nursing orders.
·Responsible for prioritizing and carrying out Physician/Nursing orders in an expedient manner.
·Point position for interdepartmental communications.
·Direct and telephone customer service.
·General organizational duties throughout Emergency Services.
Aug 1989 - Dec 1993
Aug 1981 - Jun 1989
High School Diploma
Class Salutatorian and Commander of Cadet Corps