Cupertino, California, United States
At the helm of Barracuda Networks' Global Technical Support and Customer Success, my leadership has been instrumental in scaling support structures and enhancing customer satisfaction. My dedication is reflected in the development of robust technical support policies and effective cross-departmental collaboration, ensuring that our customers' needs are not just met but exceeded. With a strong foundation in cybersecurity technologies, I've successfully managed a team of three hundred, fostering a culture of excellence and continuous improvement. Our team's commitment to excellence has been recognized with multiple Best Customer Service Excellent Awards, underscoring our position as a leader in the industry.
Responsible for developing and managing all aspects of Barracuda Networks Call Center and Product Support world wide with staff of three hundred. Supporting early stage customers while building an organization and processes that can grow quickly as customer base grows. Develop and enhance Technical support policies, procedures, Knowledge-base and method of communication to internal and external parties. Work closely with all departments to ensure needs of customers met and improve the quality of customer satisfactions. Established world-class technical support that is recognized by many customers and partners as one of the best in the industries.
lead the team of IT profesionals responsible for addressing customer inquiries, screening, troubelshooting, resolving customers problems and monitoring customer web site, installing software, updating operating systems and provide hardware and software support remotly and onsite.