Andrew Doyle Email & Phone Number

Framingham, Massachusetts, US

Menlo Park, CA, US

• Building enterprise grade support for Meta's business products.
• Lead a team of four Support Account Managers, setting business processes and requirements while delivering enterprise-grade support in collaboration with the sales team, boosting customer retention by 10% in 2022.
• Served as the Subject Matter Expert for the User Experience product pillar within the Workplace from Meta product, owning product management/product portfolio, knowledge resource delivery, and post-launch monitoring.
• Lead end to end programs to scale customer support operations from 6M to serve 100M users, from defining program scope and requirements, through to implementing operational solutions and technical solutions

Redwood City, CA, US

• Coordinated with Customer Success management to develop sales strategies, conduct project forecasts, define success metrics and KPIs, and create new service/product offerings in collaboration with the Marketing team.
• Leveraged strong leadership skills to accelerate business growth, outperforming the $14M FY2019 business target by $1M with over $50M ARR as a business unit.

Redwood City, CA, US

• Managed a team of 15 Premier Support agents on specific account segments, provided guidance on workload management, and coached them through challenging customer situations.
• Handled urgent support escalations for the broader Premier Support team.
• Leveraged a deep understanding of the product, providing feedback to the Engineering and Product team, and identifying and tracking enhancement requests and bugs.

Redwood City, CA, US

Ensured positive customer experiences by collaborating with over 80 cross-functional team members for retaining a portfolio of approximately 40 customers valued at $10M ARR.

Carpinteria, CA, US

• Supported pre-sales and marketing demonstrating product solution portfolios to prominent clientele and conducted training sessions on new product implementations.
• Aided in integrating proprietary software platforms and all major LMS systems for largest corporate clients contributing to increased revenue.
• Collaborated with pre and post-sales team members confirming positive and timely delivery of customized implementations.

Park Ridge, Illinois, US

• Developed sales initiatives for software products by building strategically targeted email campaigns to prospective clients.
• Composed Call Center telemarketing script and launched sales campaign for the resale of Microsoft Dynamics AX 2012 ERP targeting the manufacturing industry.
• Developed Statement-of-Work proposal that outlined sales plans.
• Managed employee scheduling, payroll, and daily supervision.

• Completed 11-month major construction project on-time and on-budget
• Supervised construction crews and assisted building $25M medical center in Ventura, CA
• Ensured OSHA safety standards compliance for four jobs sites simultaneously
• Developed and articulated project objectives to meet weekly project completion targets of $4M
• Updated and maintained construction equipment inventory and reviewed architectural and structural plans