Chris Hamlett Email and Phone Number

I helped lead the 8x8 Enablement program for North America and served as the program's only partner-facing asset since August 2021. My main objective was empowering agents and resellers with the knowledge, skills, and resources to level-up the communications of the businesses they serve with 8x8's communications stack and helped them deliver a user & customer experience that is top-of-class.-I built the 8x8 Partner Onboarding program, first with a team of Inside Channel Account Managers, then rolled out channel wide to help put the information partners and our channel team needs in places where it's easy to find and easy to measure-I streamlined the 8x8 instructor-led sales certification to make it easier to follow and more closely aligned to the needs of 8x8 partners-I worked as part of the team designing a services bootcamp for partner support and deployment resources-I with international cross-functional teams to relaunch the Diversity, Equity, and Inclusion initiatives after the previous effort (with which I was also engaged) was de-prioritized during leadership changes

My primary job as Channel Sales Engineer was to help our partners deliver the value of 8x8 communications tools to customers of all shapes and sizes. I helped them understand 8x8's unique technology stack to create solutions that fit the customers' communications needs and business objectives.Whether it was on a one-to-one call, a meeting with the partner's team, serving on a distributor's vendor panel, or giving a presentation to a room full of partners, I delivered the message that by combining UC+CC+CPaaS into an XCaaS Platform, 8x8 is able to deliver a unique value proposition and change the way their customers communicate for the better.Key Awards and Highlights: 2019 Pitch Champion for pitching a new UC tool to leaders2020 Friend of the Channel Award for the Channel SE team overall2021 Friend of the Channel Award and Company QBR award for building a partner onboarding program

Generated accurate and timely design configurations for customer sales quotesAttended sales calls and assisted with sales effortsConducted technical interviews with customers to clearly define needsProvided technical expertise to ensure that customer needs were metMaintained a working knowledge of the industry and competitors in order to act as a valuable resource to the customer and sales teamReviewed quotes, RFPs, plans and other customer documents to develop and prepare an effective response or proposalConducted product demonstrations both in-person and using webinar toolsProvided sales tools and training for the sales force on conducting effective presentations and demonstrations on Vonage products to prospects and potential customersProvided technical assistance to Product Management, Marketing, and Sales Training teams

My main responsibilities included training our sales reps on newly released products and processes, including new UCaaS features, business telephony and networking hardware, CPaaS features and keeping other departments up-to-speed on the new releases as they roll out. I both developed and delivered the training, including the scheduling of the training, the pooling of resources, testing products, and working with other teams to make sure all of our people were being properly informed/educated.I was also responsible for most of our Sales Partner training across the country. Those were non-Vonage employees that sold or supported Vonage Business products. I've developed multiple training programs, depending on our relationship with the partner, that gave them all the information they needed to sell or support our products. I've spearheaded multiple national roadshows and am working to roll out several more training events.Lastly, I tended to also be responsible for supporting the sales reps on the new products/processes as they were being rolled out. I had to work as a "floating expert" when sales reps, sales engineers, sales coordinators, or their management needed help - either having the answer or knowing the people who can find out.

As Training and Call Quality manager, I managed two very different teams that trained our newly hired customer care and technical support reps and listened to their calls to make sure they were doing as required and that the training was effective. As training manager, I built a training program for technical support, pretty much from scratch. Previously there was no formal training for technical support, so it was a pretty exhaustive overhaul. I created modules and quizzes and a standardized training format that solved our issues with uneven training for new-hires. For customer care, they were using a checklist/outline and just showing them what to do. I worked with the trainer and developed modules and quizzes and a final exam. It was a great step up.As Quality Manager, I spearheaded a project to completely overhaul our QA form, set up rules about who got scored and how much. I also expanded the department to be able to monitor more reps, more often.

This was a first-level agent supervisor position that included supporting the agents, training the agents, and managing the agents. A lot of the time, you would find me on the floor with the tech support agents, helping them with difficult technical issues, dealing with manager escalations, and staying in touch with the overall atmosphere in the technical support team. Other duties included monitoring agent calls, developing and running performance reports, coaching the agents based on their statistics, tracking and reporting any issues that may be impacting services, working with other teams and departments for issue resolution, and managing any projects that were being worked in Technical Support.

-Handle calls varying from phone setup to in-depth network analysis-Provide customer-focused support using clear and descriptive methods-Manage and complete projects in a timely manner-Answer customer questions via phone on all company supported applications and hardware-Determine source of problems (hardware, software, user access, etc.)-Document resolutions for future reference both internally and externally-Research and resolve customer focused technical issues in a timely manner-Track case tickets within a Customer Relations Management System to Document resolutions for future reference both internally and externally-Other duties as assigned

-User Access Control/Information Security-Created and maintained team website-Process Improvement Projects-Interacted with Call Center and Retail Store Managers-Access Auditing-New Process Training with other workgroups-High-level problem resolution-Software Testing

-Work Force Management-Call Center Employee Scheduling-Statistical Analysis and Reporting

-Assisted front-line technical support agents resolve complex issues-Worked with other departments across the company to resolve customer issues-Handled Customer Escalations-Resolved web-generated tickets and online chat

-Front-line support for customer technical issues related to DSL-During this time I also served as a Jr QA and helped out with scheduling

Front Line Support for voice products as related to residential and small business telephone services.I helped with things such as basic DSL support, Caller ID, phone troubleshooting, and Voicemail programming.

-Retail Sales-Met Sales Objectives-Provided basic solutions to customers' technical issues

-Managed teams of 25+ direct reports.-Time-keeping-Scheduling-Outbound Telemarketing sales management-Cable Internet Technical Support management-Statistics Tracking-Training

Front-Line support for customers using cable internet service.