Alan Walsh Email and Phone Number
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Distinguished leadership career focused on developing client experience, organizational infrastructures and systems, leading to increased efficiency, quality and strengthened financial results. Detailed organizational and analytical problem solving skills and in parallel excellent interpersonal skills when leading best-in-class client outcomes. Experienced at leading Digital Transformation with expertise in spearheading new approaches to business, leveraging existing and emerging technologies. Outstanding record in people management, with a talent for lateral as well as vertical leadership. Proven ability to build positive relationships with customers and team members, as well as a passion for individual team member growth . Areas of Expertise Include:Customer Satisfaction & Service | Business Strategy & Vision | Global Change & Transformation | Operations Management | Technology Innovation | Organizational Design |
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Senior Vice President Client Service Operations - Flexjet | Sentient JetFlexjet Sep 2022 - PresentCleveland, Ohio, UsAs the leader for Service and Operations for both Flexjet and Sentient Jet as part of the Senior Leadership team, the focus is unparalleled excellence in service experience. Responsible for leading continued transformation to a personalized and digital engagement that is scalable, and measurable. Deploy standards of excellence that delivers the highest levels of value and position a highly empowered team to better exceed every expectation.
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Senior Vice President Business OperationsSentient Jet May 2019 - Oct 2022Quincy, Ma, UsLead Business Operations as part of Executive Leadership team to accelerate transformational growth in a highly focused customer culture. Drive continued excellence in client operations by leading the transformation to a digital client experience that is scalable, predictable, and measurable, and has promoted value, retention and growth. Implemented operational focus to deliver the highest levels of business value, and position a highly empowered team to continue delivering elevated interaction. -
Vice President, Strategy And TransformationDell Technologies Apr 2018 - Apr 2019Round Rock, Texas, UsLead Business Strategy and Transformation in Dell Technologies Global Services. Provided executive leadership for transformational operations including strategy development, systems, and service readiness in building a new Dell Technologies Support Model to sustain 40% Q/Q growth in newly formed Hyper-converged Infrastructure business - Planned and deployed a 24 x 7 Global business model - Led the unification of 3 separate Global Technical Support verticals (VMWare, Dell, EMC) to single entity to align with major product launch.- Drove operational strategy readiness to sustain continued explosive product growth -
Vice President, Global Support Center, Support And Deployment ServicesDell Technologies Feb 2017 - Apr 2018Round Rock, Texas, UsLed the transition of Global Support Center team of 4500 engineers through Dell and EMC merger. This was a globally distributed team across 12 service locations, comprised of badged and partner-based resources, operating 24/7 across 6 continents. - Led large-scale business transition to Salesforce CRM.- 50+% cost of service decrease through development of technical content- Implemented service readiness efficiency and collaboration initiatives across global teams through workload allocation by skill and location to facilitate customer hours of coverage
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Vice President - Global Services (Escalation Management)Emc Apr 2015 - Jan 2017Hopkinton, Ma, UsSpear-headed Escalation Management team of EMC Corporation and served as C-Level Executive contact. Worked globally to lead crisis management and resolution of mission-critical concerns. Global clients included many of Fortune-500 industry vertical leaders:- Worked at CEO and Executive level to partner and lead resolution of diverse real-time business problems.- Standardized the operating approach to executive customer facing crisis management and resolution of mission-critical issues.- Developed KPI, template & immersive workshop on best practice for engagement at the executive level. -
Sr Director Customer Service - Data Protection & Availability DivisionEmc Sep 2013 - Apr 2015Hopkinton, Ma, UsDirectly led the integration of the Data Domain Technical Support business following EMC’s acquisition of Data Domain. Reversed integration anxiety through purposeful change management by integrating into the team and thus was able to effectively introduce new organizational efficiencies and global consistencies while remaining sensitive to the sense of identity and passion. Significant Achievements: - Achieved 10% Q/Q positive increase in customer satisfaction in spite of integration anxiety and complexity. - Elevated the strategic nature of Customer Service for Data Domain through a comprehensive business plan including; organizational model, financial plan, global resourcing and talent development.
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Sr Director Customer Service - Unified Storage DivisionEmc Feb 2012 - Sep 2013Hopkinton, Ma, UsResponsibility for Delivery of Remote Support for EMC Midrange Storage Division encompassing both Direct and Partner Support engineers located in EMC's 10 Global Remote Support Centers across six continents. This was a “turnaround” role of an organization with low morale, high turnover, and poor customer satisfaction. - 17% Y/Y increase in key business performance indicators including Customer Satisfaction & Customer responsiveness- Reduced team member turnover by 5% from 12% to 7% globally- Successfully transformed organizational capability by focusing on organizational standards, global consistency, simplified organizational direction, and introducing new troubleshooting technologies
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Sr Dir Customer Service - Account Management OfficeEmc Jan 2011 - Feb 2012Hopkinton, Ma, Us
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Sr Dir Escalation ManagementEmc Apr 2008 - Jan 2011Hopkinton, Ma, Us
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Director Customer Service - Escalation Management, InternationalEmc Jan 2003 - Apr 2008Hopkinton, Ma, Us
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Manager, Symmetrix SupportEmc Sep 1995 - Jan 2003Hopkinton, Ma, Us
Alan Walsh Skills
Alan Walsh Education Details
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University Of GalwayTraining And Education -
Munster Technological UniversityApplied Physics And Industrial Instrumentation
Frequently Asked Questions about Alan Walsh
What company does Alan Walsh work for?
Alan Walsh works for Flexjet
What is Alan Walsh's role at the current company?
Alan Walsh's current role is Senior Vice President Client Service Operations - FlexJet | Sentient Jet.
What is Alan Walsh's email address?
Alan Walsh's email address is aw****@****ent.com
What is Alan Walsh's direct phone number?
Alan Walsh's direct phone number is +150882*****
What schools did Alan Walsh attend?
Alan Walsh attended University Of Galway, Munster Technological University.
What skills is Alan Walsh known for?
Alan Walsh has skills like Storage, Management, Account Management, Cloud Computing, Virtualization, Service Delivery, Emc Storage, Enterprise Storage, Storage Virtualization, Enterprise Software, People Oriented, Customer Satisfaction.
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