Bryan Ritchie Email & Phone Number

Greater Atlanta Area

Developed and deployed overall quality and customer support standards that improved overall quality and customer support. NPS (Net Promoter Score) 20->45 in two years. Drove timely corrective action on all issues regarding service delivery and product support.Customer Advocate that drove process changes around “Ease of doing Business”Monitored performance and took appropriate actions to assure goal achievement.

Greater Atlanta Area

• Responsible for delivery of all services for key Avaya Accounts.• Actively manage all project implementations – resource planning, financial analysis, technical designs• Service revenues in excess of $8 Million annually.

Greater Atlanta Area

Responsible for Service delivery for all direct Enterprise accounts in Georgia, Tennessee, Alabama and North Florida. Partnered with account teams to ensure service sales strategies aligned with overall business sales strategies. Responsible for all operational escalation management and communication, both internal and external, for customers within my region meeting.Service revenue in excess of $50 Million annually.

Greater Atlanta Area

Led a team of 12, responsible for the life cycle services management strategies and operations for over 50 Global accounts supporting 6 sales Directors ($50 Million in annual service revenue). Most of which are Fortune 500 customers (Wal-Mart, Coke, UBS, Microsoft, Chrysler) Responsible for service sales for channel partners. Deliverables included partner readiness / certifications and standard / custom service packages and pricing.Responsible for service account management for direct premium accounts. Partnered with account teams to ensure service sales strategies aligned with overall business sales strategies. Responsible for all executive escalation management and communication, both internal and external, for customers within my region meeting and corresponding with "CxO" level executives, Served as the Senior Management focal point for field escalations and ensure that the proper resources are engaged to resolve and deliver on our customer's requirements.Provide guidance to Customer Service Account Managers, Project and Resident Engineers, and Certified Channel Partners in the delivery of services

Led a team of 50 engineers providing support for enterprise products in the CALA market. This includes all of Nortel's voice and data products within the enterprise space (Routers, LAN's, Security Switches, VPN clients, PBX's and Call Centers). Took a team with no product Certifications to 100% certified in one year, while managing incoming case volumes to meet Customer responsiveness metrics.

Greater Atlanta Area

Managed integration of OEM partners (Jetstream, Tollbridge) into Nortel products / platforms in support of Nortel's High Speed Access business (UE9000, AccessNode) Responsibilities included Product Marketing (RFP response co-ordination), Verification (integrated solution testing), Operations (order management), Customer service and Trial management.Developed and maintained all Project plans associated with delivering Access Networks Products (from Business Case through Delivery of finished product). On time delivery of products at 98%.Responsible for developing and tracking all Quality metrics for Access products (DLC's and DSLAM's)