About
Enterprise Level Services, specializing in building new Contact Centers, growing strong teams, creating/ improving business processes, creating customer and shareholder value, and delivering an exceptional customer experience. Experience extends to Call Center Systems Technology, Delivery of Technical Training, Vendor Management (BPO) and Financial Management of organizational budget. Extensive experience with Support Systems and Tools. Drafting Requests for Proposals, Evaluation, Selection, and Implementation of new Support Center Technologies. Including but not limited to; Salesforce CRM (both the Service Console and the Next Generation Service Console. Apropos Computer Telephony Integration (CTI) - Call Routing Cisco Computer Telephony Integration Thinking Phones (Fuze) - (CTI )Call Routing Aspect Workforce Management (eWFM) Knowledge Management Systems including localization (Translation Services) technologies Quality Assurance Tools - Nice Call and Screen Monitoring …
Experience
Director, Software Support
Director of Software Support, part of the 6RS acquisition on May 4, 2023 Remit includes previous role at 6 River Systems plus leadership responsibility for the Sort solution (Robotic Arm - Formerly known as Kindred Sort)
Director, Software Reliability & Support
6 River Systems · Global
6 River Systems is a leading fulfillment solutions provider - striving to make warehouses faster with flexible, human-first and innovative products that deliver immediate value. Fulfillment can happen anywhere, and 6 River Systems is building the technology powering the future of the industry.
Senior Director of Technical Support
LiveVox · Alpharetta, GA
Responsible for Leading the Technical Support and Network Operations Center groups under the LiveVox Technical Operations Group. LiveVox has Technical Support Teams in the United States, Colombia, and India providing 24x7 Support Delivery Services for LiveVox's 100% Cloud-Based Platform and Applications.
Manager Product Support (Americas)
Verint · Alpharetta, Georgia
Management responsibility for the Workforce Management (WFM) Technical Support organization in the Americas. Direct Management of a group of Technical Support Engineers across multiple locations in North America. Overall leadership responsibility for the Workforce Management Support Delivery Program for our teams located in the United States, Europe, and India who are dedicated to supporting the Americas Customer segment on the Workforce Management (WFM) Platform.
Manager - Software Support (Saas) - North America
CareerBuilder · Greater Atlanta Area
Joined CareerBuilder to lead their North American Software Platform support contact Center. This software platform was built on a SaaS environment and provided using a Subscription Go-To-Market model. During my time with CareerBuilder, I introduced an On-boarding (Talent Acquisition -Vendor Management , Candidate screening, Interview Process, and decision making model for Support) model, a Career-Path Road Map, Performance Management Dashboard (Individual Contributor / Team View), managed Customer Management Escalations, and participated in numerous Projects to introduce, Improve or retire elements of Support Operations.
Director Customer Care
Symantec · Global
Strategic leadership of a customer facing organization of over 250 persons. The Customer Care group provides support services to the Symantec Enterprise customer base from 7 different countries delivering services 24x7x365. Contact Center experience encompasses the planning, building, and performance management of several new centers. Buenos Aires, Argentina Dalian, China Tallinn, Estonia Warsaw, Poland Strategic Optimize business outcomes that support revenue generation and consistent delivery of a value added support experience across all regions. Recruit and develop talent to support meeting/exceeding individual contributor and team performance measurement objectives. People Focus operational execution of key metrics and strategic initiatives.Conduct quarterly performance reviews, set business and development goals for direct reports. Provide specific performance goal feedback relative to organizational expectation, areas that require improvement and key performance evaluati…
Sr. Manager, Customer Care
Symantec · Global
I have responsibility for the strategic leadership of a customer facing organization of over 250 persons. The Customer Care provides support services to the Symantec Enterprise customer base from 7 different countries delivering services 24x7x365.
Manager Customer Advocacy
Symantec · U.S. East , Canada and Latin American Regions
Provided Customers in the U.S. East, Canada and Latin American region with Voice of Customer and Advocacy services. Management Responsibility for a team of Critical Situation Managers based in the U.S. South East and U.S. West Regions Performed Flight to Site engagements to manage escalations and build back to production plans with Executive Leadership customer contacts. Acted as the single point of contact between the customer and various organization within Symantec to resolve and repair break-fix issues and restore customer confidence.
Sr. Regional Manager - Americas
Provided Leadership and Strategic direction for the Americas Customer Care team. Responsible for the service centers in Orlando Florida, Springfield, Oregon, and Buenos Aires, Argentina. Led a team of Managers, Supervisors, and team leads who delivered services to the North American, Canadian, and Latin American customer base.
Program Manager - Technical Services Education
Veritas Technologies LLC · Global
Designed and Implemented a soft skills and support systems readiness program for the Enterprise Technical Support group. Contact Center Standards and Metrics - Delivered Training to both Individual contributor and people managers. Program Manager for Adoption of Certified Support Manager Program (Support Center Practices "SCP") across all business units Program Manager for adoption and standardization of the Certified Technical Training (CTT+) certification for all Support Readiness Trainers across, North America, Europe, India, and Australia. Delivered Instructor Led training and facilitated e-Learning classes to a group of over 2000 Individual Contributors and Managers spanning 10+ locations worldwide.
Network Storage Management Group - Support Engineer (Novell Network Platform)
Provided end-user, Partner and Reseller Enterprise Level technical support services on the Netware version of BackupExec.
Technical Support Manager
Security Information Systems
I started with Security Information Systems as a customer support engineer responsible for post sales application support. I recognized the need for customer education and customer account management in order to increase customer satisfaction and develop competitive advantage in the security software market. My innovation in these areas advanced me to a management role where I was responsible for leading the support services team, hardware turnkey system configuration testing and installation, and customer education services. Selected Contributions: Managed technical services staff and training team. Developed technical documentation and product manuals. Designed and implemented a flight to site account management support offering. Designed and implemented revenue generating customer education program. Managed the technical and compliance certifications of key Government and Military accounts.
Education
University of Phoenix
Master of Business Administration (MBA), Business Administration and Management, General
University of Phoenix
Bachelor of Science (B.S.), Business, Management, and Related Support Services
Project Mentors
Certification in Project Management, Tools & Techniques of Project Management
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