Christopher Byrne Email & Phone Number

Westbrook, Maine, United States

• Manage projects/programs, including the entire project lifecycle from sizing and scoping project to implementation, closure, and handoff to support, and ensuring ongoing project/program success and customer satisfaction.
• Responsible for the strategic implementation of the project/program working with senior business leaders to ensure the vision supports business needs.
• Work with business and project team members to evaluate business needs, define and prioritize requirements, and ensure that process flows, and analytical capabilities align with leading business practices.
• Work as part of project teams to create/enhance/implement business processes and supporting solutions ensuring requirements are delivered as agreed and on time, gathering additional resources as needed.

Westbrook, Maine, United States

• Manage team of 35+ front-line Customer & Technical Support consultants & aspiring leaders in support of locally networked diagnostic products, on-line learning management system, and integrated proprietary and.
• Guide and mentor employees in development of their personal and professional growth
• Lead team to meet key performance goals & metrics for service levels, interaction handle time, and associated reporting in line with organizational priorities to support 10,000 customer interactions per month
• Led effort to expand team capacity to on-board primary support for VetConnect PLUS a SaaS diagnostic platform used by ~25,000 customers per month.
• Work across multiple departments to improve products and services including product managers, sales and field support teams, instrument service operations and logistics, marketing, and research and development teams.
• Developing the integration of support processes for newly acquired SaaS solution to be in line with North American, European, and Australian support organization needs and processes.

Westbrook, Maine

• Managed 25+ person team responsible for reactive resolution of customers escalation and proactive identification of at-risk customers across multiple lines of business
• Developed reactive, proactive, and preventive initiatives to collect data to recommend improvements to products, services, processes, and systems that would prevent customer dissatisfaction before it happens
• Created and implemented concierge level care to support launch of new diagnostic instrument and services.
• Collaborate with training and subject matter experts to identify continuous educational opportunities for Customer Support teams
• Developed targeted customer campaigns to explore all aspects of experience with our products & services to drive adoption rates of new software, review implementation experiences, manage high volume customers.
• Review critical Customer Escalations to coordinate appropriate ownership for resolution including identification of root cause and final resolution.

Westbrook, ME

• Managed elevations and lead a team focused on managing the resolution process for at-risk customers with difficult experiences
• Trained new members and provided coaching and evaluations of performance and customer interactions
• Key contributor and leader in the development of a field support strategy for customers
• Create and develop reports to measure and track team performance metrics
• Coach team members on how to manage unique customer escalations
• Work with Business Partners in Field Service, Customer Support, Implementation Teams, R&D, Lines of Business and Sales Teams to identify and resolve process gaps

• Responsible for resolving escalated issues for customers who are experiencing long term or complex issues across multiple products and services
• Coordinate the efforts between departments such as Field Service, Customer Support, Research & Development, Product Management and others to develop solutions
• Establish and maintain relationships with key customers through proactive analysis of the customers’ needs and objectives.
• Assist with creating guidance documents and training of new team members.

• Provided support to customers using In-House Diagnostic Analyzers and Reference Lab Services
• Worked with business partners to resolve complex customer issues.
• Acted as a walking helpdesk for support team members.
• Assisted in developing a support program for practices utilizing Cornerstone’s connectivity capability with In-House Diagnostics equipment and IDEXX Reference Laboratories.
• Delivered support and training for support reps in Laboratory Services for connectivity issues with VetConnect website and LabREXX software
• Monitored and reported statistics on elevated Reference Laboratory Connectivity issues.