Adam W. Email & Phone Number

Newmarket, Suffolk, Gb

Newmarket, Suffolk, Gb

Brisbane, Qld, Au

- Led award-winning global team recognised by CSIA (Australia) and ISEA for outstanding Customer Service.- Drove process improvements to raise and maintain quality and efficiency KPIs.- Sourced and implemented a centralised knowledge system to ensure accurate, consistent responses.

Brisbane, Qld, Au

Support Manager for EMEA region.

- Established our family in the U.K.- Home-schooling during Coronavirus lockdown periods.- Local Covid-support volunteering.

Mountain View, Ca, Us

Led the development of multiple global programs and initiatives to drive Android adoption and enhance overall quality of experience globally.

Mountain View, Ca, Us

- Oversaw the Vendor Management, Quality, and Content teams with over 400 combined heads across four domestic and offshore locations.- Drove a multi-quarter vendor strategy review which: raised CSAT across all channels; reduced headcount costs; and introduced improved, performance-based terms in newly negotiated contracts.- Managed the expansion of existing and new contact centres with improved customer satisfaction and service level metrics.

Mountain View, Ca, Us

- Managed a nationwide team of 60+ FTEs and TVCs delivering industry-leading CSAT and queue times.- Successfully expanded team and service footprint from three to eight regions in 2016 with no negative impact to CSAT or service times.- Developed, maintained, and reported on performance to drive process improvements and maintain world-class customer experience.- CS lead on cross-functional Retail team designing streamlined plan for Google Fiber local growth at significantly-reduced costs.

Mountain View, Ca, Us

- Led the global Android Partner Support team, with staff in the Americas, Europe and Asia.- Secured approval to recruit and develop a team supporting Android collaboration with customer service partners to drive end-consumer satisfaction- Oversaw support for launches of Nexus and Google Play edition devices, including negotiation of Service and Support terms, saving $XXM in fees.- Created and launched a new core Android troubleshooting training and certification program to raise the overall standard of Android knowledge across all partners' support organisations. This directly led to a double-digit improvement in Net Promoter Scores for partners.

- Project managed internal and customer teams, leading the Customer Support group to achieve an "A" rating from leading U.S. carrier for three years, ranking first among all competitors and positioning Palm as best-in-class for support.- Drove partnership with carrier teams to implement and improve technical support processes leading to higher customer satisfaction, reduced support costs, and a sustained reduction in returns per call.- Built consensus between internal and customer groups to facilitate successful negotiations of "scope of support" agreements with carrier partners.

- Developed strong working relationships with carrier organization and internal teams.- Managed all aspects of training projects including: scoping requirements, development of curriculum, creation of tools and job aids, communication of status, and measurement and analysis of results.- Delivered training sessions to carrier partners utilising a variety of methods, media, and technologies.

London, England, Gb

- Built and maintained relationships with municipal clients across diverse services, resulting in a 100% retention rate at time of contract renewal.- Utilised reports and statistics to focus coaching more effectively, by providing individualised needs-analysis and Performance-Improvement-Plans. This raised team's performance from centres' worst to best performers in terms of customer satisfaction scores and calls-per-hour.- Designed and analysed reports highlighting areas and services relevant to needs and capacity. This allowed for tailoring of resources and training to support Service Level Agreements.- Successfully managed and mentored more than 20 Advisors across multiple teams, with a specific focus on achieving excellence in customer service and improving retention through advancement.

Traveled independently across the US, Australia, New Zealand, and SE Asia.

Ch

- Provided hands-on technical and sales support for sales force across Europe, including the launches of all Microsoft applications, Hardware, PSINet products and services, refresher sessions, and campaigns.- Led training programs for sales team on hardware and software packages, PSINet products, and fundamentals of the Internet, networks, security, and web-hosting.- Partnered with key account team to enhance and expand customer solutions and increase revenue by more than 30%.- Coordinated support for strategic clients, ensuring that the highest levels of service and standards were achieved. This included running regular reports to reveal any underlying patterns or issues.- Liaised between sales, technical departments, global subsidiaries, and external suppliers to ensure seamless solutions.

London, England, Gb

- Coordinated help desk’s 2nd- and 3rd-line response for Microsoft Outlook and Microsoft Exchange incidents and participated in the Microsoft Office 2000 rollout project.- Organised and ran technical coaching sessions in addition to structured courses.- Worked with senior management to reveal patterns in calls logged highlighting hardware and software in need of review and improvement.

IT support and solution consulting

Ba, American History & Politics

Ba, History

Study Abroad Program, American History (United States)