Director Of Client Services, Content Service, Network Operations
Managed overall direction of Second Tier Technical Support, Content Services and Network Operations groups, supporting a diverse clientele of fortune 100, 500 and 1000 companies in corporate communications, call center, hospitality, supply chain and retail digital signage markets. • Hired, trained and evaluated diverse staff of high level Technical Support Analysts, Content Specialists and Network Operations Specialists. • Supervised the daily operations of level two (2) support group, which acted as escalation point for customers and internal departments and interfaced directly with development and engineering groups.• Raised customer satisfaction (CSAT) rates through redefined strategy of support operations processes and technologies that resulted in lower average case loads and improved case closure rates. Incorporated CRM and ITIL processes into unified operations.• Identified and created specification for product architecture enhancements working directly with Product Engineering. Facilitated interdepartmental collaboration between Engineering, Sales and Client Services groups.• Developed new Managed Service offerings for emerging markets increasing recurring revenue streams 100%.• Successfully created and supervised new Network Operations group responsible for the management, monitoring and reporting for 3 major retail and advertising digital signage networks of 1800+ endpoints.• Created new processes for case, bug and feature request tracking, knowledgebase and return merchandise authorizations (RMA) in Salesforce.com.• Oversaw the daily operations of Content Services department responsible for 2MM+ of revenue annually. • Developed and managed the technical infrastructure responsible for delivery of multimedia content to thousands of client systems over the internet.• Managed 3rd Party Provider relationships, negotiated terms and lowest pricing from content partners.
