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 our customers success and a great CX. Here are a few highlights. • 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 identifying problem areas and rapidly addressing.• 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. • 2023 invented new Salesforce features - Developed a new feature with Ortoo.com, who released these features for “Sage”. We now have powerful new functionality that greatly improves our ability to route and update cases with automated communications and recommendations within each case. New Alert feature for overdue cases delivering a 20% reduction in handling time.• 2022 Built New Hire Training & Intelligent Case Matching leveraging technology to route the right cases to the right agents based on training paths. • Learning & Development: Create product training catalog customized for support troubleshooting issues. Maintain LMS course catalogs, course completion tracking and training calendar.Standards Adherence: HIPPA, SOC 2, PII, SOPS, Case Audits, Data protection & security, GDPR DPO, ISO 9000

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 and enablement. • 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. • 2021 - Invented a 3-week New Hire Training "Fasttrack" Program - Enables new hires to start taking cases within 3 weeks of hire, building a strong foundation via focused product training.• 2020 - Winner of Sage Innovate to Win Award. Over 7000 nominations were received.• 2020 - Multiple innovations for support delivered including; Critical situation system; Ongoing Response Time tracking; SFDC Case/Ticket upgrades; new suite of dashboards; Case scoring enhancements; SFDC knowledge enhancements.• 2019 - Developed and implemented an automation tool that eliminated over 125,000 manual case updates a year. Support analysts have more time to focus on valuable customer interactions. Eliminated 5,000,000 emails from support inboxes.• 2018 Led project to migrate Customer Support from Salesforce classic to lightning. The only Sage Intacct team that has successfully done this even up till 2024. And our results are awesome!

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 resolution- Increase CSATDigital transformation: Drive SAP to a digital-first approach with strong knowledge base, processes for teams to author and publish articles in real-time, ensuring high article quality able to deflect support tickets. Led project to migrate 15,000 articles from Salesforce and ServiceNow into SAPs knowledge solution. Continuous development & enablement of global support teams for existing products undergoing rapid transformation. Identifying global training needs and ensuring global agents become experts. Define and maintain product training LMS and product training calendar. Partner Support: Working closely with partners, and engineering teams to ensure the partner eco-system receives the support and solutions needed to be successful. Critical situation management to ensure key partner accounts remain in good health. Workforce planning: Analyzing growth to ensure people are correctly deployed. Facilitated the redeployment of team in India to Manila. 50 support engineers onboarded, trained, and taking incidents successfully within 8 weeks.Work with regional leadership, LATAM, EMEA, APAC, NA, to ensure global processes are aligned. Ensuring local managers meet operational daily and monthly goals, and KPIs.Area of oversight includes 6000 customers; 10000 cases monthly, 500 escalations monthly; Responsible for global collaboration with Engineering, Product Management, Preferred Care, Critical Incidents.Standards Adherence: HIPPA, SOC 2, PII, SOPS, Case Audits, Data protection & security, GDPR DPO, ISO 9000

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 of new features. • 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 resolutions and success, and to ensure customer satisfaction around time of renewals.

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 topic areas.- Integrated 3 support teams responsible for different products into one successful support team due to acquisitions and company change- Developing team of passionate support staff focused on bringing customer success for our 1500+ Premium Enterprise clients + 1500 SMB clients- Oversee 3000+ cases per month across Tier II and Tier III teams- Successfully complete on time major support projects planned for 2012, even though SAP acquired SF and the landscape, teams, and management objectives around us changed dramatically- Implemented processes and enablement that resulted in my team processing 35% more cases than other global teams during 2012- Collaborated with multiple internal departments to drive the highest level of customer success and satisfaction- Managed multiple complex customers and projects simultaneously- Knowledge Management: Ensure all agents were trained on writing knowledge articles to the highest standards, and leveraging existing articles to solve each new case, driving down time to resolve, and ensuring a consistent professional customer experience was had no matter who the customer worked with.- Training & Development: Ensure each engineer registered and completed on-line and live classroom training. Helped define and maintain training catalogs for each product area.

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 and published 500+ knowledge articles for customers and internal support engineers. - Document issues using case format in our CRM system - Document defects in our bug tracking tool - Act as a liaison between our Product Management and Engineering teams Qualifications: Experience with named or dedicated accounts in a technical support environment Technical competence including general understanding of IT and enterprise software, specifically ASP (“on-demand”, SaaS), networking, hardware, and implementations IT systems and networking experience with exposure to underlying security issues Experience with XML Experience with HTTP and HTTPS Experience using network troubleshooting tools such as ping, traceroute and nslookup

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 email inquiries, analyze the problem (troubleshoot) research solutions and provide solid answers easily understood by customers • 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 • Provide customers user friendly explanations and follow up, via email and phone • Document defects in our bug tracking tool • Collaborate with other employees by providing important customer feedback, process-improvement suggestions, other actions that involve improving our product.

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.• Grew business from sole operator, to the largest DJ, Karaoke, Jukebox hire business in Christchurch.• Advertising, marketing, promotions, phone sales, cold calls.• Accounting, payroll, income and expense management as well as reporting.

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