United States
Experienced leader with proven track record of ensuring regional teams meet or exceed key operational and strategic goals. Extensive International experience with leadership in multiple countries. Proven history of building, guiding and retaining high performance teams in top-tier organizations. Ability to increase performance across regional and global teams, strategic vision, customer focus, successful in growing businesses. Strives to optimize operations, reduce costs and improve quality of service across diverse and complex operational environments.
• Set and drive operational performance goals in order to deliver world-class support and exceptional customer experience. • Partner across our global company to drive operational excellence and process improvement. • Drive and oversee cross-functional engagements to deliver company priorities. • Set the strategy for employee engagement, technical readiness and performance. • Development of the hiring strategy; define requirements and improve hiring standards; lead local and international recruitment events. • Develop and maintain strong relationships with business leaders. • Internal and external management and communication of Executive escalations and Critical situations.
• Managed the APAC TAM team across sub-regions (ANZ, ASEAN, India, China, Taiwan, Hong Kong and Korea). • Increased APAC customer base by 200% in 12 months. • Created new pricing models and product offerings for Emerging Markets. • Partnered with Sales and Pre-Sales teams to determine and deliver customer requirements. • Worked with customers to drive consistent Technology utilization. • Fostered tight relationships between Support, Sales and Managed Services. • Operational management of strategic accounts across regions.
• Built and managed a team of Services and Solutions consultants for the EMEA Region. • Set Annual Key Performance Indicators and quarterly targets to measure team efficiency to ensure the highest level of Customer Satisfaction. • Ensured the effective utilization of virtual teams in the achievement of objectives, managing conflicting priorities, tight deadlines, high volume and high complexity issues. • Prepared and delivered Service Models, Business Plans and Operational Quarterly Business Reviews; drove engagements with Sales, Partners and Vendors in order to improve internal and external relationships with customers and stakeholders. • Played a proactive role to support Sales; helped them to achieve their revenue targets by identifying upselling and scaling opportunities through consultative services.
• Managed second tier Technical Support Teams for the region to drive optimal service delivery and performance for customers. • Directed service delivery; identified opportunities to scale solutions (outsourcing and vendor management) to achieve an effective and efficient organization. • Drove Global and cross-regional initiatives that contributed to long-term operational excellence. • Managed cross functional projects through Six Sigma Methodology. • Coaching and mentoring of Team Leads and Managers.
• Built and managed a team of L2s and L3s Enterprise Service Support engineers for the EMEA Region (Network Engineers and Software support agents). • Closely monitored key performance indicators (Service Levels, Time to Resolve, First Time Fix and Repeat Dispatch Rate) to measure team efficiency and effectiveness to ensure the highest level of Customer Satisfaction for the EMEA region. • Day to day supervision and coaching of the team towards optimal service delivery and performance (performance management, coaching & mentoring, career development) • Carried out cross-departmental project management through ITIL and Six Sigma Methodologies.
• Maintained and improved Call Centre operations by monitoring performance; identifying and resolving problems; preparing and completing action plans; performing system audits; implemented process improvement and quality assurance programs. • Presented performance updates to Global management in weekly conference calls. • Conducted daily meetings with support Team Managers and set priorities and actions to meet SLAs, KPIs and drive VOC, case management and case age. • Provided strategic leadership in planning, development and execution of the Call Center policies; implemented new processes and procedures; monitored performance across teams and other departments within the company.