Anat Eden Email & Phone Number

Israel

Tel Aviv - Jaffa, Tel Aviv District, Israel

Tel-Aviv, Israel

Israel

• Managing several teams globally supporting NICE customers worldwide.
• This is a new group in the organization, and I have worked to establish the new working method and procedures.
• Aligned the teams for a smooth global operation and optimal utilization of resources.
• Improved on all KPIs, which also resulted in improved results on the Customer Survey
• Defined and Leading a Pilot for Expert level ownership of customer communication – Pilot is expected to result in change of ownership model for the entire support organization

Israel

• Regional manager for the EMEA region, managing 3 teams globally, responsible for high level support of all NICE enterprise products.
• Established on-going working relationship with the Region’s management team (Services, Support, Client Management and Sales)
• Managed and mentored the TLs – provided them with clear objectives, expectations, mentoring and follow up for their day-to-day and also high level tasks and projects
• Changed the group’s perception of ownership and accountability – defined ‘Primary Owner’ Initiative for clear ownership of cases worked by several experts from different teams.
• Initiated a process for review and analyze all escalations from our global group to R&D – resulted in highlighting many opportunities for improvement and action items taken to implement - recognized as ‘Above and.
• Initiated and managed many projects at the global group level for improving our operation and collaboration (Create global technical community, Deep Skilling program for the lower tiers, Soft Skills project, Advanced.

Israel

• Assisted in building and establishing the new support group at NICE (combination of T3 and T4) – form the new structure, create working processes with the regions and R&D.
• Manage directly a team of Technical support experts
• Global technical responsibility, in matrix structure for all experts in group supporting the ‘Applications’ components – responsible for their technical level and development, Internal and External Knowledge Sharing.
• Provide ongoing feedback from the field and customers to the R&D, QA & LOB teams on the product quality and usability in order to ensure customer satisfaction and product stability.

Israel

• Managed a team of Technical support experts – responsibility for their technical development as well as their day-to-day assignments and tasks.
• Worked with T3 teams globally to manage priorities for incoming customer issues, and provide updates for on-going issues.
• Managed customer escalations and large scale projects/issues.
• Worked with R&D teams to manage their priorities and ensure proper attention to customer issues.

Israel

Worked at the highest technical support tier to provide support for multiple components and solutions. Receive escalations from T3 teams globally, troubleshoot and resolve high technical level issues. Work closely with R&D on issues requiring code level investigation and fixes.

Israel

• Joined the company to build and establish their Technical Support organization which did not exist until this point.
• Created and initiated all support procedures – company internal and customer facing.
• Selected and configured CRM for managing customer issues, KB and internal escalations
• Learned the product and provided high level support to all customers. As the team grew I also acted as a Focal Point for technical escalation as well as managerial
• Interviewed and hired support team members
• Created a support lab for emulating customer environments and support research

Orange County, California Area

• Managed several support teams for a business critical application
• Developed new standards and procedures targeting increase in customer satisfaction.
• Established several teams, each specializing in a specific product area instead of one team handling all products – resulting in problem resolution rate increase from 75% to 90%
• Created and implemented a plan for the company’s Brazilian support group to move from Level 1 support to Level 2. This was done in collaboration with the local manager.
• Established 2 new support teams in Houston and managed them in addition to the teams in California – resulted in better TZ coverage more efficiently working with company’s HC.
• Developed special procedures for supporting large-scale and critical customers

Orange County, California Area

• Leading a multi-product support team. Established procedures, handled performance issues, and assisted with critical technical/managerial escalations.
• Created R&R for the Team Lead and Support Analyst positions
• Conducted technical interviews, trained, and mentored new team members.
• Handled critical and technically complicated issues

Orange County, California Area

• Provided direct technical customer support for a business-critical applications, performing thorough problem analysis for product issues deployed in a customer environment.
• Expedited problem identification and resolution implementation on customer site when regular on-site resources were insufficient.
• Worked at a fast-pace in a high-stress, high-volume environment handling more than 100 customer issues a month.

Israel

• Worked on team developing a GUI tool for viewing and controlling enterprise environments interfacing multi-platform servers. Used C and shell scripting on UNIX.
• Developed and helped design the product’s first distributed installation.
• Designed and conducted training for international distributors and customers for the application developed