Brett Moffitt Email & Phone Number

Dallas, Tx, Us

Austin, Texas, Us

Manager for a span of 40 employees and community leader for a team of nearly 80 employees worldwide. Direct initiatives to improve business efficiency and reduce support interaction while sustaining high KPI attainment. • Manage and provide performance feedback for a team of Integration Architects having broad responsibility for system performance and stability, preventative and proactive system management, client adoption of best practices, escalated issues, management of downtime events, and quarterly value review content.• Provided leadership during company acquisition, through a time of uncertainty and rapid change for all my employees. Coordinated and participated in various activities to integrate personnel, processes, and systems. • Grow relationships with internal and external client executives, working to proactively manage client satisfaction, expand use of Support, and service as escalation point for critical issues.• Reduced volume of tickets logged by multiple internal teams by 11% over a 6-week period through analysis of historical volume, improved utilization of available knowledge resources, and process improvement.• Capitalized on methods to better leverage our global talent pool, saving over 10% in personnel costs while maintaining high levels of service and KPI attainment.

Kansas City, Missouri, Us

Develop and execute strategies that enable a team of 30 executives and 80 integration architects to achieve high levels of system reliability, reduce avoidable risk, and improve client satisfaction. • Leverage broad experience and a network of resources from across the enterprise to consult on client-specific action plans to increase KPI attainment. Educate our clients' leaders on the specifics of action plans to improve system KPIs and drive problem management resolution adoption.• Partner with supporting organizations and teams across the enterprise to integrate client feedback into reliability programs, advise on performance and stability improvement metrics, and capture positive outcomes to promote as client value stories.• Own the workstream for our System Foundations KPIs. Consult on appropriate KPIs for monitoring user experience and advise on our teams' ability to impact. Integrate data into our Power BI dashboards and develop processes and documentation for creating Salesforce action plans.• Develop and coordinate an enterprise-wide community of Integration Architects to discuss and share knowledge about support and maintenance best-practices. Produce regular podcasts to educate on relevant topics on which Client Success desires to influence community-wide action.

Kansas City, Missouri, Us

• Conducted research and executed project planning to realize improved client value and 20% greater operating efficiencies for a team of over 90 associates. By evaluating people, processes, and automation tools for opportunities, we were able to increase utilization of global teams to meet improvement targets.• Served as trusted advisor for senior leaders in Support, representing the voice of our clients across business divisions, including engineering and implementation. Informed executive action by integrating diverse stakeholder perspectives and providing regular and concise communication.• Program management for high risk/high impact priorities related to potentially broadly impacting patient safety issues, escalated stability and performance issues, and communicating routine initiative updates to senior leaders.

Kansas City, Missouri, Us

• Responsible for managing 12 employees and 20 client relationships, providing 24x7 support. Senior member of leadership team, developing strategies to ensure we consistently achieved targets for problem management resolution adoption.• Enabled greater product adoption and user productivity by helping my team identify and implement nearly 30,000 targeted improvements for our clients annually, maintaining over 97% compliance with adoption of critical fixes, serving as an advisor to clear roadblocks, and executing continuous improvement activities.• Successfully lead client retention strategies for multiple strategic clients. Worked across business divisions to escalate and resolve critical issues, reach platform-wide stability and performance service levels, and implement necessary process and governance improvements.• Activated customer success strategies throughout lifecycle from pre-sales to retention, including participating in reviews of contract proposals and client value review meetings. Routinely developed presentation collateral and coached employees on discussion points and overall presentation skills.

Kansas City, Missouri, Us

• Managed a team ensuring appropriate work prioritization and service level attainment. Responsible for mentoring, coaching, delivering performance feedback, issue escalation, and HR conversations.• Responsible for growing and scaling my team as demand for services increased by recruiting and interviewing prospective associates and identifying professional development opportunities for current associates.• Leader within various committees in my department and at the corporate/cross-organizational level.

Kansas City, Missouri, Us

• Performed proactive system maintenance for multiple clients according to change management procedures. • Investigated complex issues and consulted on code/system configuration to improve reliability and adoption.• Led various team initiatives to improve training, processes, and tooling.• Provided issue resolution, product training, and design assistance for a client base of over 20 clients • Attained second best average for service record days outstanding within AMS