Managed distributed team of eight managers, ~50 support advocates offering English, French, German, Spanish, Italian and Portuguese support. Worked closely with GTM Leadership (Sales, Customer Success, Pre-Sales, Renewals, ProServ etc.) to ensure Technical Support is aligned and collaborating closely with both post and pre-Sale efforts. I ensured critical processes are continuously improved to avoid customer dissatisfaction, outages and/or churn. Owns regional key KPI’s, such as Top Box CSAT… Show more Managed distributed team of eight managers, ~50 support advocates offering English, French, German, Spanish, Italian and Portuguese support. Worked closely with GTM Leadership (Sales, Customer Success, Pre-Sales, Renewals, ProServ etc.) to ensure Technical Support is aligned and collaborating closely with both post and pre-Sale efforts. I ensured critical processes are continuously improved to avoid customer dissatisfaction, outages and/or churn. Owns regional key KPI’s, such as Top Box CSAT > 80%, First Response Time attainment, First Contact Resolution, On-Going response times. Involved with large projects improving customer experience and ensuring maximisation of employees’ ability and efficiencies. Escalation and Reactive controller assisting with managing customer escalations, managing CRM outages (as SaaS model) and key Go-To person for sales leadership. Show less

With the separation of SUSE from Micro Focus I was asked to take full responsibility of Customer Support for SUSE. This is an exciting role as the business and responsibilities are expanding. SUSE is focused on securing long-term profitable growth combined with a sharp focus on customer and partner success. Continued customer service and satisfaction is paramount to my role, to ensure the excellent customer experience continues.

With the recent acquisition of The Attachmate Group (TAG) by Micro Focus my responsibilities now incorporate managing the components of the Micro Focus and SUSE technical support teams both in EMEA and WW.

Overall responsibilies for customer satisfaction, team development and traditional day to day operations of a support centre.

Accenture delivered a customised Edocs product ,EaDirect, to the Australian Telecom operator Telstra which notified customers, via email & pager, that their mobile/fixed phone bill could be viewed and paid on-line. My duties were primarily towards Unix production support and system administration for the 25 local developers. The Unix systems consisted of web servers, proxy servers, database servers and application servers.

The systems I have worked with are telecomm. network management systems. These systems are used by the Telecomm operators to manage their (Fixed/GSM/TAC & IN) telephone networks. These open systems are based on Solaris platforms using RDBMS (Sybase, Oracle), Remedy, Metrica, X.25, TCP/IP etc., and TMN standards. Ericsson software solutions included NMOSS, TMOS, XMATE, MINSAT and SMAS.