Sr. Manager, Technical Support
Built and led a team of technical support engineers for IBM’s Data Replication product portfolio which supports high volumes of data for multisite workload distribution and continuous availability. Extensive experience with Enterprise Fortune 500 companies worldwide supporting 24 x 7 coverage. Exceeded operational and customer satisfaction targets year over year. Managed complex cloud, hybrid cloud and on premises support environments• Managed, coached and developed a diverse team to drive a high level of engagement, skill and customer satisfaction. • Implemented global staffing strategy across geographies to achieve company targets while ensuring current and future support coverage.• Developed and streamlined critical business tools, processes and playbooks to ensure operational excellence and improve the customer experience.• Represented the customer experience across internal stakeholders, including Product Management & Development, Sales, Professional Service, Marketing, IT, etc. to drive strategy, remove roadblocks and improve customer success.• Worked with other departments to align strategies, develop efficiencies to deliver a robust customer experience.• Prepared extensive reporting to management on a weekly and monthly basis informing of CSAT, Top 10 Customers, statistics and operational delivery.• Managed customer service key leading indicators (KPI’s), driving decisions and enhancing service processes.• Served as the executive management point for key escalations and system incidents, driving cross-functional resolution.• Drive product improvements by design, develop and implement quality plans • Managed annual quality targets/initiatives, as quality focal point for supported products.• Managed & contributed to the customer facing knowledge sharing portal. • Maintained customer communication messaging for current and future releases of supported products.
