Bradford Smith, Ccxp Email & Phone Number

Irvine, CA, US

What is Vector?Vector helps companies increase loyalty, retention, and growth by identifying and fixing customer and employee pain points. How does Vector do this?* We get an understanding of what customers and employees are experiencing.* We help identify the experience you want your customers and employees to have* We align leaders around a big-picture.

Boston, Seattle, Dallas, Las Vegas, US

As President of the board for the The Consortium for Service Innovation I work closely with the Executive Director of this not-for-profit organization to seek to link the latest academic thinking from thought leaders across a variety of disciplines focused on the outcome of innovative service models, strategies, practices and standards that are operational.

London, GB

Working with 4 other international founders, we brought TribeCX.com to market over the course of 2016, and spent 2017 optimizing the business models and growing an international client list of engaged practitioners. I led the digital design, subscription model, and the UX of how we designed the TribeCX suite of tools, tutorials and virtual coaching of CX.

Newcastle Upon Tyne, GB

I am blessed to have taken a short break, taking time with my family to honor them for their contributions and sacrifices made while building Sage into a world-class, customer-focused global company. I led my family of five into extended Hawaiian excursions and intensive snorkeling fitness training before the school year starts. This time was invested to.

Newcastle Upon Tyne, GB

• Promoted to expand customer experience excellence efforts worldwide to include 24 countries, 28 languages and 80 products
• Manage a team of 75 employees tasked with expanding the N.A. support model to leverage benefits globally
• Created an on-boarding process that defines international training standards and company best practices
• Built internal and choose external cutting-edge tools that are the basis of the new global customer support system

Newcastle Upon Tyne, GB

• Managed 9 VPs and 750 employees, creating a new customer experience strategy across North America
• Collapsed 11 support functions into 1 model that reduced operating costs by 20% and drop our average costs from $25.21 to $8 per answer
• Increased customer Net Promoter Survey (NPS) scores 2% over 3 years despite raising prices 9% annually
• Cut the annual run-rate budget from $74M to $41M over 3 years, while increasing total answers resolution capacity by 635%
• Created a peer-to-peer support network that grew to 500K users in 3 years, increasing renewal rate by 9% annuallyhttp://sagecity.na.sage.com

Newcastle Upon Tyne, GB

• Stepped in as CMO while maintaining the previous role, managing a team of 50+ people and several vendors
• Led and streamlined all branding, PR, digital marketing, events, social media and competitive intelligence efforts
• Rolled out a new global brand campaign, including a nationwide executive RV tour visiting customers/businesses
• Renegotiated contracts and consolidated vendors from 148 down to 15, saving the company 25% in advertising
• Consolidated internal digital marketing efforts among 11 groups, reducing head count from 75 to 30 employees
• Wrote over 30 industry articles, spoke at conferences, participated in trade shows and led the customer summithttp://www.sage.com/us/sage-advice

San Diego, CA, US

As a member of their industry Support Service Advisory board - I work with the executive director mission to strengthen the support service discipline within the technology services industry, improve the operating & financial results of support service organizations, enhance support service careers by defining important industry issues, trends and.

Sunnyvale, CA, US

• Managed a 40-person, cross-functional team building 4 new customer experiences across Yahoo product groups
• Voice of the Customer – exposed all employees to feedback and established the customer-first company culture
• Journey Mapping & Persona Development – leveraged customer data to preempt support needs and information
• Help Experience Design – ranked support tickets by impact on revenue/cost and customized support accordingly
• Vendor Management – renegotiated several contracts with a $30M budget, resulting in $1M in annual savings

Sunnyvale, CA, US

• Managed 25 employees, building an online help experience for yahoo products that served 650M+ in 28 languages
• Increased self-help from 22M to 27M per month, reducing the caseload by 37% and enabling social media support
• Launched the internal knowledge center support initiative, assisting 900 agents worldwide in supporting customers http://help.yahoo.com

Boston, Massachusetts, US

• I was one of the original members of this exclusive community of Services Executives representing global, industry-leading, service-centric businesses.
• I was intrigued with the idea of providing a platform for innovation sharing, shaping and sharpening; where uncommon service-centric businesses can emulate the each other’s strategies deployed by Global Service Leaders.
• I was honored to help get this council off the groundhttp://theservicecouncil.com/

San Jose, California, US

• Managed 5 direct reports and oversaw 30+ in the creation of a comprehensive self-help online support system
• Consolidated 9 systems into one unified interface, reducing support costs by 30% and improving overall quality
• Developed/led a corporate-wide business architecture committee, developing a roadmap that prioritized funding

• One of the early employees in a new tech startup, consistently meeting goals for a $1.5M annual quota
• Acted as company spokesperson at conferences and wrote field marketing papers for sales people and customers

Reston, Virginia (VA), US

• Led the final integration of 5 acquisitions, building a unified customer support team across the U.S. and Europe
• Analyzed/streamlined overall standards/processes and reduced attrition from 35% to roughly 4% within 3 months

Redwood City, US

• Managed a global team of 140 tech support staff with a $130M P & L center, generating 82% margin on services
• Oversaw entire software release/service cycle, maintaining the customer base and helping secure new business
• Created a self-help customer database that increased margins by 6% and reduced overall ticket backlog by 50%

Redwood City, US

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• Managed 15 direct reports overseeing 100+ in optimizing global network availability, reliability and performance
• Created a program that assessed/fixed client systems, minimizing downtime and generating $3M in added revenue

Austin, Texas, US

• Led global cross functional team (35 person); responsible for the design of Oracle Support Services key eBusiness/customer facing changes
• Led Global Y2K Global Corporate Contingency planning and readiness program, overseeing 16 month, $17m program to coordinating the efforts of 45,000+ regional employees across the Americas, Asia Pacific, EMEA & Japan
• Reporting to EVP of Support Services with accountability to Board of directors, and Executive Steering Committee as well as regular readouts external communications readouts for PR & our top customers
• Front line support manager (RDBMS - 28 person team), Support Operations PMO change agent

Houston, TX, US

• Lead 25 person USA/LMSO/NASA team, to study Johnson Space Center, Mission Control Room modernization effort of control room systems.
• Lead 15-person team charged with certifying a new PC/DOS based AI systems was compliant to NASA Manned Space Flight System requirements. Deployed certified system across 8 NASA sites

Bethesda, MD, US

• Trained Firing Room Console Operator for the Ground Launching Sequence (GLS) systems tasked with automatically launching the space shuttle from T-40mins through liftoff monitoring over 75,000 functional designators at.
• Softward Data Quallty Mgr - Verified all Shuttle software modifications were per approved NASA change processes while assuring technical content of each change package.
• Ran Shuttle data retrieval help desk providing both phone & personal technical support to world engineering community. Managed secret clearance data review room and was responsible for mission critical DOD classified.

• Managed 17 persons - Management of Flight school, FAA PART-135 Air Charter, Aircraft rental, Aircraft service/maintenance & Fuel service

Bsba, Management Info Systems

Associate Of Science (A.S.), Computer Programming/Programmer, General