Brock Smith Email and Phone Number
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I am a strategic and committed professional with a proven track record of leading and managing a global team, directly overseeing hundreds of dedicated employees and key leadership personnel. Over the years, I have cultivated in-depth expertise in building strong collaborative relationships, which has enabled me to devise and successfully implement world-class customer success programs.My skill set is varied and comprehensive and includes strategizing to enhance the support team's scalability, ensuring our platform's customers receive an experience that is unmatched in its excellence. A visionary leader, I have achieved success in outlining strategic direction, executing roadmaps, establishing priorities, and managing investment plans. I am continually assessing and refining best practices based on key metrics, including customer satisfaction and service level agreements (SLAs).AREAS OF EXPERTISE:Client Success | Technical Support Leadership | Customer Service | Support Operations | Call Center Operations | Help Desk Environments | Team Leadership & Success | Cost Reductions | Process Improvements | Service Delivery | Goal Achievement | Operational Efficiency | Performance Management | Employee Morale | Employee Improvement Initiatives | Client Needs Analysis | Customer Service Operations | Productivity Management | CRM and Telephony ToolsAcross all areas of my expertise, my primary focus has always been to maximize efficiency, optimize processes, and elevate performance. I am driven by the success of my team, the satisfaction of our customers, and the continuous growth and advancement of our operations. I invite connections from like-minded professionals who are as dedicated to excellence as I am. Let's explore how we can collaborate to achieve unprecedented results.
Walmart Data Ventures
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Walmart Data VenturesOviedo, Fl, Us
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Director Customer SupportWalmart Data Ventures Oct 2023 - PresentBentonville, Arkansas, Us -
Director, Candidate ExperienceCheckr, Inc. Sep 2021 - Sep 2023San Francisco, California, UsAs the Director of Candidate Experience at CHECKR's newly established Orlando headquarters, I have been instrumental in shaping the candidate experience teams from the ground up. Through initiating and spearheading the recruitment process, I successfully expanded the team to include 75 members in a span of three months, leading to our distinction as the top-performing team in operations within a five-month time frame.In constant pursuit of excellence, I implemented meticulous review and refinement processes, driving a productivity increase of 11% through enhanced processes and product improvements. Simultaneously, I managed the request for proposal (RFP) process and implemented an outsourcing partnership, reducing costs by 26% in the first year alone.Innovation and adaptability being a cornerstone of my leadership, I pioneered the roll-out of a live chat feature. This strategic move offered our customers and candidates an alternative, real-time communication channel, providing a convenient substitute for phone interactions.My leadership philosophy is centered around empowering my team and relentlessly improving our processes, and I remain committed to leading the charge in delivering an unparalleled candidate experience. -
Sr. Manager, Customer SupportServicenow Sep 2020 - Sep 2021Santa Clara, Ca, UsAs the Senior Manager of Customer Support at ServiceNow, I successfully supervised a high-performing team of 12 to 15 senior technical support engineers, consistently achieving our key performance indicator (KPI) targets, even under high-pressure conditions.My responsibilities expanded across international borders, as I conceptualized and facilitated comprehensive training sessions that addressed backlog management and customer expectations. These sessions played a critical role in the efficient operation of our team and helped ensure that customer needs were effectively and promptly addressed.I also led initiatives aimed at boosting customer satisfaction levels, leading to an increase of 8% during my tenure. This was achieved through systematic feedback dissemination and case review sessions. These gatherings were designed to provide our team of engineers with valuable insights and learnings, helping them improve their performance and enhance our customer support delivery.My experience at ServiceNow has fortified my skills in team management, training, and customer support enhancement. I'm passionate about fostering a culture of continuous learning and improvement, always striving for the highest levels of customer satisfaction. -
Director Technical SupportHoughton Mifflin Harcourt Mar 2016 - Sep 2020Boston, Massachusetts, UsDuring my tenure as Director of Technical Support at Houghton Mifflin Harcourt, I was responsible for consolidating the management structure and support processes of multiple teams supporting different products and platforms. This strategic initiative increased the uniformity of the customer experience and elevated customer satisfaction (CSAT) across all lines of business.In addition to this, I assumed control of both Tier 1 and Tier 2 support for all the company's digital lines of business. This broad spectrum of responsibility gave me a comprehensive understanding of our business operations, enabling me to devise strategies that catered to the unique needs of each department while maintaining a consistent level of service.Understanding the crucial role that employee satisfaction plays in the overall productivity and success of an organization, I introduced quarterly skip-level one-on-one interactions with staff. This measure significantly curbed attrition rates and elevated employee satisfaction by 12% as determined by our annual survey.In my quest for continuous improvement and accountability, I established and put into motion a clear and accountable reporting procedure, which was presented daily and monthly. This strategy significantly boosted overall performance, with a focus on productivity, customer satisfaction, and individual accountability.My journey at HMH has honed my leadership skills and deepened my understanding of the importance of a strong, integrated support structure in enhancing both customer and employee satisfaction. I thrive on challenges and am passionate about creating an environment that fosters growth, productivity, and job satisfaction. -
Director, Customer SupportGreenway Medical Jun 2013 - Mar 2016Tampa, Fl, UsAs Director of Customer Support at Greenway Health, I led a team responsible for 60% of the customer base across six of the company's eight product lines. Our work was headquartered in corporate operations, where I spearheaded various support initiatives aimed at elevating the customer experience.Under my leadership, we were able to increase customer satisfaction by 8% by decreasing the average hold time by 20% through strategic scheduling. This achievement underscored my commitment to customer-centric operations and the ongoing optimization of our support processes.Proactive and forward-thinking in my approach, I lowered the overall call volume by 15%. This was accomplished by enhancing our knowledge base, implementing chat functionality, and improving customer communication. These initiatives not only streamlined our operations but also empowered our customers by providing them with timely and effective support.During a time of significant industry changes, particularly with the ICD-10 transition, I managed the effects within our organization and equipped our customer base for the upcoming changes by directing a cross-product task force. This initiative ensured seamless transitions for both our organization and customers, underscoring our commitment to being adaptable and prepared in an ever-evolving industry.My tenure at Greenway Health was marked by customer-focused leadership, strategic innovation, and a dedication to navigating industry changes proactively. I welcome new challenges and opportunities to further advance customer satisfaction and operational efficiency. -
Director, Americas Backup Exec Support DeliverySymantec 2008 - 2013San Jose, California, UsAs the Director of America's Backup Exec Technical Support at Symantec Software, I was tasked with servicing over 600K customers and addressing 6K cases monthly across North, South, and Central America. I led a robust help desk team of 190 employees across four call centers, ensuring swift and efficient resolution of all cases.To optimize operations and reduce costs, I devised and executed an outsourcing strategy, which resulted in a 23% reduction in overall support costs and increased our staffing levels by 15%. This strategic move improved our capacity to handle customer cases while maintaining high-quality service.Under my leadership, significant enhancements were made in case documentation and resolution procedures. This was made possible through the successful implementation of a new case/ticket tracking system within our support organization. This initiative improved the accuracy and efficiency of our case management system, leading to improved customer satisfaction.To further improve our internal processes, I established and streamlined the standards for reporting within our organization. I achieved this by presiding over a multi-product, multi-department Reporting Users Group, ensuring cohesive and standardized reporting across all departments.Additionally, as a member of the Pinnacle 40 Team – a select group of top leaders for Enterprise Support Services – I played a pivotal role in establishing processes and procedures that significantly elevated the performance of our support organization.My experience at Symantec Software has honed my skills in strategic planning, process improvement, and leadership. I remain passionate about delivering excellent customer service and driving operational efficiency in technical support operations. -
Sr. Manager Us Backup Exec Backline SupportSymantec 2004 - 2008San Jose, California, UsSr. Manager of Backline responsible management of Backline Engineers while owning the engineering relationship from the perspective of support..
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Manager, Backup Exec Advanced Technical SupportSymantec 2001 - 2004San Jose, California, UsLed a team of Technical Support Engineers dealing with escalated issues from lower-level teams and enterprise-level customers.
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Supervisor, Backup Exec Frontline SupportSymantec 2000 - 2001San Jose, California, UsEntrusted to oversee 12 Frontline Helpdesk Analysts in handling client issues, while also sourcing over 40 new Analysts. Facilitated a client-focused, service-oriented environment vital to maximizing customer satisfaction and retention.
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Frontline Support Engineer, Backup ExecSymantec 1999 - 2000San Jose, California, Us
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Contract Network AdministratorEngineering Software Services 1997 - 1999
Brock Smith Skills
Brock Smith Education Details
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Western Governors UniversityGeneral -
University Of Phoenix
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Dershya InstituteInformation Technology
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Valencia College
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University Of Central Florida
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Oviedo High
Frequently Asked Questions about Brock Smith
What company does Brock Smith work for?
Brock Smith works for Walmart Data Ventures
What is Brock Smith's role at the current company?
Brock Smith's current role is Global Team Leader & Strategist | Expert in Technical Support, Customer Service, and Operational Efficiency | Implementer of Customer Support Programs and Process Improvements | Customer Champion.
What is Brock Smith's email address?
Brock Smith's email address is br****@****hco.com
What is Brock Smith's direct phone number?
Brock Smith's direct phone number is +140726*****
What schools did Brock Smith attend?
Brock Smith attended Western Governors University, University Of Phoenix, Dershya Institute, Valencia College, University Of Central Florida, Oviedo High.
What skills is Brock Smith known for?
Brock Smith has skills like Enterprise Software, Storage, Technical Support, Backup Exec, Disaster Recovery, Management, Virtualization, Cloud Computing, Networking, Saas, Leadership, Service Delivery.
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