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Why We Chose Salesforce vs. ServiceNow for Customer Service Management (CSM)
Oct 29, 2024
Article

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Why We Chose Salesforce vs. ServiceNow for Customer Service Management (CSM)
Oct 29, 2024
Article

Global Technical Support Executive with over 15 years of experience leading major product development initiatives, generating significant revenue growth, and enhancing customer satisfaction.

How I Drive Customer Success:
• Achieved increased customer satisfaction by implementing a new tier-less support model and executing multiple customer success initiatives.
• Maintain a 90%+ CSAT among customers by unifying the customer experience, leading the product development team to combine disparate systems into a singular ecosystem.
• Engaged directly with C-Suite to address product issues and make action plans.

My Revenue-Boosting Innovations:
• Added $4M in revenue as Product Developer of the Signature Services Team.
• Maximized revenue as product leader for global strategy based on data-driven solutions.
• Slashed overhead expenses by 70% by increasing internal operational efficiencies.

Spearheading Global Support Teams:
• Oversaw a global cohort of ~400 reports while overseeing technical support, providing strategic CRM product development and leadership within this $1B+/year organization.
• Introduced Generative AI into the support organization for internal self-service, increasing operations efficiencies and reducing time to resolution.
• Empowered the Global Field Operations and Support Teams by implementing remote services and support during COVID-19, maintaining customer satisfaction.
• Enhanced product reliability and enhancement by providing hardware-based product feedback to the Quality Assurance and Engineering teams.

Key Implementations:
• Implementation of Salesforce Service Cloud, Service Cloud Voice (Amazon Connect), Slack and Slack AI
• Implementation of PandaDoc for e-sign contracts

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