San Jose, California, United States
Technical Support Leader with almost 18 years of experience supporting customers. Provides outstanding customer support by emphasizing communication as a key driver of customer satisfaction.
Spearheaded the establishment and growth of the product support organization, implementing comprehensive support infrastructure and processes to drive customer satisfaction and operational efficiency. ● Led the selection, setup, and configuration of SaaS-based ticketing system, optimizing workflow for efficient tracking and resolution of customer issues. ● Developed and implemented key performance indicators (KPIs) and metrics to measure support team success, enabling data-driven decision-making and continuous improvement. ● Recruited, hired, and trained a team of three Technical Support Engineers, fostering a culture of excellence and customer-centric problem-solving. ● Orchestrated cross-functional collaborations to enhance overall customer experience: o Collaborated with Engineering and Product Management to establish Service Level Objectives (SLOs), aligning support and development efforts to enhance customer experience. ● Designed and implemented strategies for managing high-priority and VIP customers, ensuring premium support for key accounts. ● Conducted in-depth analysis of case data to generate insightful Quarterly Business Reviews (QBRs) for leadership, driving strategic decision-making and resource allocation. ● Developed and instituted standard SLAs, enhancing clarity in customer contracts and setting realistic expectations for support services.
Promoted to lead strategy and global support operations and first-line Customer Support teams based in Australia, India, England, and U.S. providing world-class customer experience (CX) for 7K+ cloud computing platform customers. ● Oversee four Technical Support Managers responsible for 8-10 Technical Support Engineers, respectively, who train, mentor, and enable the Core Support team managing monthly support requests for enterprise operations. ● Collaborate closely with Development and Engineering teams to evaluate and coordinate upcoming software changes, ensuring alignment with training materials to enable optimum implementation support for customers. ● Train and coach high-performing teams in development of best practices, CX skills, and understanding of ServiceNow products and services; provide regular feedback and tools for career advancement. Select Achievements ● Increased employee productivity and reduced Support Engineer onboarding time ~20% as result of rolling out clearly defined, standardized onboarding training program and related requirements. ● Collaborated cross-functionally to develop new service offering for customers. Collected customer feedback/data to develop deeper understanding of user needs, enhancing scope of new services.
Oversaw Integrations team strategies, including executing long-term customer support initiatives and agile processes in alignment with organizational objectives to meet KPIs and service level agreements (SLAs). ● Led four Technical Support Managers responsible for ~45 engineers; fostered inclusive, performance-driven culture, utilizing strengths-based leadership style to maximize output. ● Delivered exceptional customer service while ensuring successful resolution of escalated, complex technical issues with urgency and consideration of client impact. ● Teamed with Operations, Product Management, and Development to identify and address gaps in support processes; monitored trends and customer satisfaction scores to develop world-class CX team. Select Achievements ● Increased customer satisfaction scores ~10% while reducing resolution time 10% as direct result of emphasizing customer empathy and communication to technical support team.
Supervised daily activities of Technical Support Team, ensuring productivity of 12 Technical Support Engineers. ● Recruited, hired, trained, and led Technical Support Engineers during period of rapid growth, driving results by reinforcing company values, fostering accountability, and encouraging team collaboration. ● Determined gaps in skills and product knowledge of Support team. Coordinated with Development department to design trainings to improve customer engagement and drive software adoption. ● Led technical strategy, business development, and cross-functional training programs with special focus on creating and improving user experience (UX)/CX.
Leads the web services and integration group of nine engineers supporting Oracle CRM on Demand. Helps resolve most high priority escalations, especially those involving key customer and Oracle senior management. Troubleshoots customer's custom integrations such as code using any programming language or application that could consume a SOAP-based web service. Developed SOAP testing tool that allowed support engineers to perform web services request outside of the customers' custom integrations. Created file parsing tools that extract specific information from lengthy log files describing what the support engineer was investigating. Accomplishments: Developed and presented two live customer-targeted webcasts on best practices regarding web services integration with CRM on Demand. Several hundred key customers attended the webinars. Performed gap analysis on problem-solving methods and created tools to quickly and effectively identify and resolve support issues. Trained all new support engineers, mentored all engineers in the support group and trained them 2-3 days per week on handling calls and resolving issues.