Bill Crawford Email and Phone Number
I'm a leader, and refining my leadership ability while maintaining an attitude of service is my priority. It's the best way I've seen to produce results and foster growth in the team, which ultimately benefits the organization the most.The only thing my team spends more time doing than being with me is sleeping, so I treat the authority & responsibility I'm given with significance. Having said that, I try to approach my job with a decent dose of humor and humility. If you can't keep perspective and laugh while you're working hard, what's the point?My favorite part of the job is building teams; it's something I believe I do well. The team of 10 I built in the UK in 2009 remained intact with a few additions for 9 years. I can say the same about the team I helped to create following my return to the States in late 2010 - basically zero unwanted attrition and consistent growth of team members within the company. The most recent team of 35+ that I built at Oracle during the pandemic is amazing and I was proud to be counted among them. Building and developing loyal, high-achieving, award winning teams is one of the clearest expressions of my value as a leader.I also value collaboration and partnership, so fostering good working relationships with adjacent org leaders and working together to deliver a better outcome for the customer is a goal I pursue continually. I've learned that almost any customer problem can be resolved with a commitment to more obvious partnership - better, more consistent communication, regular engagement, and integrity (delivering on the promises I make) will address the majority of issues that arise.I continue to work on up-leveling my strategic perspective while supporting the team so they can address the seemingly inevitable tactical issues. Finding the balance point of adding value now and maintaining a long-term vision is one of the more rewarding challenges I face. And how are you supposed to end these things, anyway? Probably with some statement that demonstrates certainty & conviction. Sure, that sounds about right... I guess.
Tata Consultancy Services
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Major Incident ManagerTata Consultancy Services Feb 2024 - PresentMumbai, Maharashtra, InMajor Incident Manager working with a global financial services company- Drive incidents (including security incidents) to closure with alacrity.- Engage at all levels, translating complex issues as necessary to ensure all are adequately informed. - Manage strong personalities and conflicting interests with skill and tact.- Document and communicate status updates within 15 min of initial contact, and frequently thereafter.- Lead teams without direct authority, with emphasis on collaboration and partnership.
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OwnerInvent Your Life, Llc Jan 2022 - PresentI am a coach, drawing on decades of corporate experience, years of transformational leadership study & practice, and a life journey overcoming significant challenges. My mission is to be the vehicle (coach) for people to identify and surpass their self-imposed limitations, allowing them to perform at a level they didn't know was possible.I work with people who are already high achievers looking to up their game as well as people who need fundamentals to create a foundation that can serve as the basis for limitless growth.Starting iYL was the formalization of a practice I had been doing for years, both professionally and personally. I'm unsure why I waited to create the business, but I'm clear this is part of my purpose and a big source of joy.Typical results of working with a coach include:- Vastly improved self-confidence and self-acceptance- Significant positive shift in the quality of life and flourishing- Heightened self-awareness through an objective, committed perspective- Massive improvement to performance and productivity- A shift to a more calm, easeful approach to life and performance- Building consistency, integrity, and structures to support your life- Creating and clarifying vision and purpose
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Global Head Of Oci Techops Support Incident ManagementOracle Mar 2021 - Nov 2022Austin, Texas, UsThe Executive Escalations and OCI Operations Command Center (O2C2) were combined under the single umbrella of Technical Operations Support (TOS) Incident Management. We're a global team accountable for all incidents, escalations, and longer-term break/fix engagements that impact internal & external customers using Oracle Cloud. -
Director, Executive EscalationsOracle Feb 2020 - Jun 2021Austin, Texas, UsThe Executive Escalations team engages with customers that report significant issues with the goal of rebuilding relationship and restoring confidence. We provide appropriate visibility, facilitate communications, and drive engagement in order to deliver the fastest possible resolution of critical issues, which ultimately increases customer satisfaction and ideally drives greater adoption and renewals.
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Sr. Manager, Engineering Services - Premium PlusF5 Networks Oct 2018 - Feb 2020Seattle, Washington, UsI'm a leader. I recruit, hire, coach, and inspire a passionate team of tier-2 and tier-3 engineers, local and remote, providing technical support and incident management to F5's most valuable customers. I'm accountable for decision making, problem solving, and communication with all teams at F5 during the regular sales cycle and in critical incident management situations.My team understands that the best customer experience happens when we look beyond the transaction. As a result, we have delivered consistent superlative customer satisfaction scores (9.8 out of 10) since the beginning of FY18, and previously our average was 9.7 for eight quarters consecutively. We haven't dipped below 9.5 since I began leading the team in June of 2012.Other statistics that demonstrate performance during my tenure in Premium Plus (P+):- Consistently penetrate top-300 customer base to meet/exceed goals.- Reliable customer retention over 95% QoQ.- 12-19% YoY growth (with no dip in CSat).- Consistent revenue growth with 80+% margin.Looking historically at the P+ customer base, my teams' customers have purchased 30+% more product in years following our engagement. There's not a perfect causal link there, but the coincidence is compelling.When things break down, I change hats and become an escalation director - ensuring the right resources are engaged, delivering incremental results, communicating with internal/external leaders up to C-level by delivering appropriately tailored messaging at the desired cadence to facilitate timely, accurate issue resolution. I have turned many potential disasters into wins during the last 12+ years.Currently, the team is 40+ in the Americas and I lead a group of 10, local and remote. I previously led the entire EMEA tier-3 team, promoting 80% of the team during my time there. Overall, I have promoted more than half of all hires internally over 11 years. During that time, I'm proud to say there has been no unwanted attrition. -
Manager, Engineering Services - Premium PlusF5 Networks Jun 2012 - Oct 2018Seattle, Washington, UsThe Premium Plus team is responsible for a robust technical and customer-centric experience, and we deliver significant value that creates trust with f5's premier customers. The confidence gained by those relationships and results positively influences revenue growth.
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Manager, Engineering ServicesF5 Networks Aug 2007 - Jun 2012Seattle, Washington, UsI manage a team of tier-3 support engineers that acts as the primary interface between the customer facing support team & product development. We are often involved in political escalations for major account customers and are expected to deliver quick, accurate results consistently.It's a thrill a minute. :)
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Network Support EngineerF5 Networks Oct 2005 - Aug 2007Seattle, Washington, UsI provide remote technical assistance on F5 products to internal and external customers and F5 partners.
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Unix System AdministratorNordstrom Mar 2002 - Oct 2005Seattle, Washington, Us -
As/400 Systems EngineerNordstrom Jan 2001 - Mar 2002Seattle, Washington, Us
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Data Warehouse Analyst, As/400Food Services Of America Nov 1998 - Jan 2001Scottsdale, Az, Us -
Customer Service Rep/Corrugator SchedulerInnovative Packaging Corp Sep 1997 - Aug 1998I joined IPC when it was a startup and worked there for nearly a year until a wonderful opportunity took me to Seattle, WA.
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Logistics Specialist, Parts & Accessories DivisionHarley Davidson Motor Co. May 1995 - Sep 1997I managed a $1.5M recall and then moved into the P&A warehouse. During my last year, my team brought a state-of-the-art distribution center online.
Bill Crawford Education Details
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University Of Wisconsin-MilwaukeeSocial Work -
LandmarkCourse Supervisor Program
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LandmarkIntroduction Leaders Program
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LandmarkGraduate - Curriculum For Living
Frequently Asked Questions about Bill Crawford
What company does Bill Crawford work for?
Bill Crawford works for Tata Consultancy Services
What is Bill Crawford's role at the current company?
Bill Crawford's current role is Global leader with passion for building orgs, resolving issues and partnering to make happy, consuming customers.
What schools did Bill Crawford attend?
Bill Crawford attended University Of Wisconsin-Milwaukee, Landmark, Landmark, Landmark.
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