Christopher Silva Email & Phone Number

Pleasanton, California, US

• Develop and lead high performing global leaders and teams committed to driving the technical details and skills to provide first in class customer support.
• Spearhead and execute cross-functional projects on complex global programs to evolve support
• Create, optimize, automate and implement processes to accelerate Operational efficiencies
• Support the success of Technical Account Managers, Production Readiness, Critical Accounts and Professional Services.
• Lead teams across multiple regions on Operations Technical Support, Incident Management, Problem Management, Change Management, projects, workload distribution, resource handling, product issue trends and training
• People Management, including managing global regional leaders, hiring, improving productivity, promoting employee morale, allocating and utilizing resources efficiently, motivating teams, and managing attrition and.

Pleasanton, California, US

• Continuous building of a world class Global Customer Support Team to provide the highest levels of customer satisfaction by offering elevated quality support to customers
• Develop and implement processes, procedures and tools to continuously improve operational efficiency, customer satisfaction and goal attainment
• Act as the support escalation manager. Drive problems to resolution by working through cross functional/technical conflicts to make decisions and take accountability for support related outcomes. Manage communications.
• Customer management, owning the customer interactions related to Product and Performance Support
• Adopt, implement and establish OKRs (Objectives and Key Results) to define objectives and track outcomes with measurable results
• Drive change through metrics and analysis (KPIs) to streamline the decision making process for the overall success of the organization

Pleasanton, California, US

• Manage the Workday Operations Support team -- hiring and retaining the best software support people now and planning for future business needs.
• Ensure that all customer requests are addressed and responded to in a timely manner in accordance with service level agreements.
• Act as the escalation manager, driving problems to resolution and managing the communications and expectations within Workday and with our customers.
• Develop employee training requirements and plans to ensure staff is highly proficient with Workday services.
• Prepare team and systems for every Workday software releases
• Manage, participate and schedule the 24X7 global coverage.

San Jose, CA, US

• GSQS (Global Support & Quality Services). The idea is to combine both ITDS and QACC organizations to add better value and customer satisfaction.ITDS (IT Delivery Services). ITDS is a centralized production support from.
• Manage Client SLA and Partner OLAs which improve client experience
• Document known service issues, errors, SOWs and run-books
• Supply forecasting metrics that evaluate service data, funding, opportunities and benchmarks
• Drive Continuous Service Improvement and Optimization through processes, services, and methodologies to improve adoption
• Drive Service recovery, communicate to executives and stakeholders, approve incident action and remediation plans (Manage Incident Management Lifecycle)

San Jose, CA, US

• Manage end to end Life Cycle of critical IT incidents in a 24x7 Contact Center environment
• Administer the Incident and Problem Management process, procedures, and teams to maximize business benefits.
• Offer Service Support to IT application community.
• Govern high priority application monitoring.
• Lead successful implementation of IT Services projects.
• Influence and drive successful completion of Short Term Fix, Root Cause Analysis, and Long Term Fix.

Pleasanton, CA, US

• Reduce the Mean Time to Resolution (MTTR) by effectively driving Incidents to resolution
• Working in conjunction with Incident Analysts and Service Owners to identify and implement a Short Term Fix (STF) in accordance with the Incident Management Lifecycle
• Provide Tier 2 Level support by ensuring quality is maintained consistently in all Incidents
• Seek and recommend process or procedural improvements
• Work proactively to identify possible areas of instability that may lead to business impact

Pleasanton, CA, US

• Voice Services escalation point for all of the Global Technical Response Center (Raleigh, NC, APAC, EURO)
• Supplied the GTRC with current training material, policy information, and tools
• Managed and maintained the Voice Services Internal Support Library
• Educated related team members with circulating tools by facilitating leaning sessions and tutorials
• Engaged in constructing the new Voice Services internal website. HTTP level I to level II awareness
• Prepared and distributed weekly, monthly, and quarterly reports for the Voice Services team

US

• Acted as the customer service backup manager, generated/disseminated ACD call reports, facilitated briefings and meetings
• Coached and trained new hires, acted as a mentor to customer service representatives and, supported them with system issues
• Conducted side by side CSR monitoring and provided feedback for increased customer satisfaction and service quality

CA

Bachelor Of Arts (B.A.), Human Development - Women'S Development Option

Education record