Chris Hackett Email & Phone Number

Bellevue, Washington, Us

Waterloo, On, Ca

• Enterprise Software Division Communities & General Maintenance - Account & Permissions Management, Community Alignment & Rationalization, Community Governance, Discussion Facilitation, Discussion Maintenance, Internal Tracking• Content Curation & Syndication - Community Overview/Home Page Management, Coordinate a cross-functional team, Solicit and coordinate content from other teams, including Support, Product Management, Education, Product Marketing, Services, etc. • Content Production - Virtual Events, askCA online chats, Roadmaps, Community Webcasts, ‘Ask a Question. Get an Answer’, What You May Have Missed & Other Roll-Ups, Welcome to the Community/Start Here Content• Gamification - Creation of new badges based on behavior trends (creation of actions, points level, name and image), Ongoing review of points values/levels/etc., Ad-hoc requests for badge/leaderboard creation, Adding and maintaining certification badges, Assignment of manual badges (monthly), Bunch Ball Reporting, Maintaining external list of badges & actions, Handling of service desk tickets related to gamification, Ad-hoc questions pertaining to gamification• Product Management - Ideation Coordination & Support, Event Coordination• Relationship Management - CA Champions Engagement, Direct community member contact follow-up and support, Act in an advisory role in cross-functional teams/workstreams/projects, Community Member Onboarding (ad hoc), Platform demos for customers (new and existing), Internal demos/training, Quarterly Business Reviews

San Jose, California, Us

Responsible for managing the implementation of business objectives for a global support team with focus on CA Clarity (PPM); to expedite the successful resolution of external and internal customer support issues and escalations.Key Responsibilities• Manage a virtual team of 15 to 20 regional or global support engineers assigned to CA Clarity (PPM).• Analyze scorecard metrics and customer feedback to identify support process and product quality improvements; plan and implement changes to drive quality and customer satisfaction.• Manage the resolution of escalated issues to achieve customer satisfaction.• Review workload requirements and performs workload distribution management to meet issue volumes.• Manage the team performance by providing coaching to team members to encourage performance improvement.• Measure the team performance against the balanced scorecard and organizational goals, and provides timely feedback.• Evaluate individual and team training needs and collaborates with appropriate authorities to enable training opportunities.