Anthony Johnson Email & Phone Number

Newcastle Upon Tyne, GB

• As a leader at Sage in the area of support operations, my responsibilities and daily challenges are many and varied. I am involved in every area of the global support organization to ensure our front-line teams bring.
• 2024 Improve NPS & CX: Led global weekly squads on a mission to improve tNPS by 20% from 56% to 67%. Together we went from 65 to 88 netEasy, and reduced time to resolve for complex issues from 10+ days to 3.5 by.
• 2024 Played major role transforming global support from a single tier to a 3-tier model. Developed Salesforce tech specs and deploy 100+ system changes within 4 weeks.
• 2024 Led project to migrate to Genesys phone solution with Salesforce integration.
• 2023 Developed new KCS training for KCS coaches and managers, further strengthening the success of a digital first approach. Salesforce and Right Answers Knowledge management expert.
• 2023 Enhanced digital self-service implementing Salesforce Einstein Article recommendations and a customized case layout and process. Analysts able to find answers 50-90% faster.

Newcastle Upon Tyne, GB

• Providing operational support for one of Sages' fastest-growing global cloud financial products. We deliver improvements on the global process, software tools & technologies, automation, AI, knowledge base, training.
• 2022 - Developed a KCS knowledge Program that won Client Services "Customer Must Win" award. Increased articles by 20%, customer views increased 30+%, and increased article quality AQI to 96.7%
• 2022 - New Product Enablement - Instituted a new program to enable support for rapid adoption of newly acquired products.
• 2022 - Created Phone Support Certification - 3 week comprehensive training course, technology, process, practical applications, and comprehension quizzes.
• 2022 - Over 100 enhancements to case management to simplify case handling for customers, support and account managers, as well as Salesforce Service Cloud enhancements.
• 2021 - Introduced Customer Effort Score (CES) to Sage Intacct and rolled our comprehensive program to tack, measure, and report to managers monthly.

Walldorf, BW, DE

Responsible for 18 SuccessFactors products, 150 support engineers. Work with SAP leadership team to establish yearly goals, operational programs and business direction. Create new initiatives to reduce incoming incidents- Incident deflection using new channels: communities, digital articles, knowledgebase for 24/7 real-time support- Reduce total time to.

Walldorf, BW, DE

• CUSTOMER SUCCESS MANAGERResponsible for the success of key accounts and strategic customer: Sears (15,000 users), T-Mobile (25,000 users), Wal-Mart (500,000 users), Best Buy
• Weekly meetings for Wal-Mart, Monthly health checks for key accounts. Quickly address escalations and prevent critical issues.
• Technical point of contact to address reported bugs and issues and engage with Product Management and Engineering teams, as well as support leadership to prioritize solutions for these customers.
• Host customer calls, escalation calls, quarterly reviews of upcoming product releases and listen to enhancement requests. Align customer success with product roadmap. Improve ROI for the customer. Provide product demos.
• Ensure CSAT, TTR, Customer Effort, backlog reduction, and other key KPIs meet our goals. Work with customer support managers and analysts to clearly communicate what was needed for the customer to bring speedy.

South San Francisco, California, US

Direct manager of a global team of 15 technical support delivery experts. Training and enabling them to deliver customer success and satisfaction for our 3000+ global clients in in North America, APAC, & EMEA. Local DPO.Create programs for global support delivery teams to train tier III experts, and develop in depth knowledge and expertise within their.

South San Francisco, California, US

Team Lead of Customer Success Premium TeamMy team out performed all other global teams by 30% average for total cases closed each month!- Lead development of technical solutions content for the SF knowledge base- Provide technical support for customers- Act as system administrator for SuccessAdmin Accounts Identify, confirm and report bugs in Jira- Author.

South San Francisco, California, US

• Duties and Responsibilities: Held record for No.1 case closure rate of all Engineers globally for 3 years (month over month), with 30% higher average than all other support engineersTake inbound customer calls and.
• Author and published 500+ knowledge articles for customers and internal support engineers.
• Escalate extreme cases to Tier III specialists or management as necessary
• Handle difficult situations in a professional manner
• Ensure issues are fully documented within the CRM tool to allow seamless escalation to Tier III CSAs as needed
• Develop technical solutions to be posted to both internal and external knowledge base

Sunnyvale, California, US

• Synopsys, Mountain View, CA USA
• Created global HR website to increase efficiency of publishing content via the intranet. Standardized content publishing process. This reduced publishing time from 2 weeks to 24hrs.
• Created database applications to improve efficiency and effectiveness of existing administrative and technical functions. Benefits Calendar. Training and Events application. Employee Referrals.
• Provided employee training on web applications as well as publishing processes.
• Maintained and developed existing Filemaker database used to capture class data, as well as web front interface for enrollments, notifications, reporting and data export to SAP.

Sunnyvale, California, US

• HR Coordinator - Learning & Development
• Responsible for enrollment, logistical and administrative support for employee training classes.
• Maintain online course catalog via LMS system.
• Setup weekly on-site classrooms and course content. Audit classes.
• Public speaking introducing instructors to audience, as well as audio-visual presentations.
• Streamlined processes for ordering and managing course material eliminating unnecessary purchasing thereby reducing course costs by 20%.

• Small Business Owner/Manager
• Managed/supervised a team of 5 employees, including hiring staff responsibilities.
• Responsible for over 500 accounts, sales, service, general administration.
• Professional MC, DJ, entertainer and public speaker.
• Event planner/coordinator for seminars, socials, weddings, 21sts, anniversaries etc.
• Installation and takedown of audio-visual sound, entertainment, and lighting systems.

Trade certified Telecom linesman, graduating in the top 5% of all Telecom Linesman in NZ. Telephone technician and trade certified telecom installer. line work. Business PBS installer. Residential phone installations. Field technician. Fault troubleshooting.

Certificate In Sales & Marketing, Marketing & Salemanship

Certified In Cmp, Pm, Cmp, Scm, Vrp, Plt, 360, Rcm, Onb, Cdp, Cloud Product Support Mastery

Trade Certificate Linesman, Telecommunications Technology/Technician

Associate'S Degree, Business Administration And Management, General