Alan Moore Email & Phone Number

Boston, Ma, Us

Wilmington, Ma, Us

Sunnyvale, California, Us

Collaborative Intelligence (CQ) that empowers your workforce to leverage AI in every conversation to elevate your customer experience and drive better outcomes

Waltham, Ma, Us

Portsmouth, Nh, Us

As VP, Global Customer Support, I head the strategic operations for the 200+ staff customer support and contact center teams located across the United States, Europe, India, and Australia. Notable achievements in this role include:• We were recognized with a Gold Stevie Award for Customer Contact Center of the Year in the technologies industry segment of the global business awards.• I led the reconfiguration of the organization, adding Technical Account Managers to align with our Customer Success and Services teams for our largest enterprise customers, driving a 90% increase in ARR.• Orchestrated the adoption of a Knowledge Center Support and modernized portal experience, providing response scripts to common customer issues, supporting agent training and the achievement of improved NPS by 41 points

Boston, Massachusetts, Us

Drive the overall strategy, management, and budget responsibility for the 300+ member customer support team (including BPO partners) for a hyper-growing healthcare technology delivering SaaS and onsite endpoint hardware support. Notable achievements in this role include:• I successfully integrated 50+ customer support and operations staff during two significant acquisitions, converting the team to a new technology stack and telephony system.• I led the response to COVID-19 work from home challenges, including resolving technology issues of network connectivity, significantly increased platform demand by 10x within 3 months, and the delivery of video-heavy customer engagements.

Courbevoie, Ile De France, Fr

As SVP, oversaw and directed the 650+ person operations and technical customer success functions for a $600M annual revenue biometric solutions (Hardware, Software, Network, DB and integrations) firm. This role encompassed the customer service function with an extensive team of technical customer support, contact centers, sustaining engineering, and field services. I also controlled system delivery with management of the supply chain, purchasing and manufacturing activities. Notable achievements include:• Developed and launched companywide KPI's that aligned with the company goals and led to a 44% reduction in costs, with proactive / preemptive services we achieve 38% case deflection and drastically improved employee morale, with a double-digit annual revenue growth rate.• Developed strategic C-Level relationships leading to 100% customer retention and RFP win rate for several years, including over $410M in contract awards in 2017.• Led strategic direction and complete overhaul of the customer service technology stack that transformed the organization from break/fix to proactive service delivery model.

Burlington, Ma, Us

As VP Enterprise Customer Success, I led customer engagement strategies with Fortune 500 television media firms and oversaw global technical account management functions, as well as multi-channel technical support team. This included advising and developing client visions, clearly defining their desired business outcomes and creating a success plan. Notable achievements include:• Developed and provided strategic direction to Avid's worldwide Technical Account Management team, resulting in a complete transformation from a product led company with poor customer satisfaction, to a customer centric company with the highest customer satisfaction ratings in the industry.

Redwood City, Us

• Developed and managed the global support and services teams that supported carrier scale voice, video, messaging, and wireless infrastructure applications for telecommunications and broadband providers throughout the world via SaaS, On Premise, and Managed Service solutions (full stack of hardware, software, and network). Customers include: Sprint, At&t, Verizon, Comcast, Time Warner Cable, Cox Communications, Charter Communications, Vodaphone, Telstra, and KDDI. • Developed strategic advisor relationships with executives from all major customers leading to repeatable business, increased services revenues, and >60 NPS scores• Directed the global support team that provided proactive support and ITIL best practice service delivery resulting in customer operational stability and reduced our organizational costs.• Drove the strategy that led to a 3 year / $43.1 million maintenance, support, and services contract with a wireless carrier. The largest in the history of the company.• Increased annual services revenue by more than 300% with an 80% contribution margin over a three year period• Developed and delivered executive level operational reviews to ensure stability for systems delivering > 99.999% service availability with customers exceeding 80 million subscribers at the largest telecom and cable companies around the globe.

Us

Management & Leadership Certificate Program, Management And Leadership

Executive Mba, Business Administration And Management, General

Bs, Engineering - Computer Science