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 third-party SaaS products • 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. • Working with international support teams to maintain consistent customer experience delivery across multiple lines of business in regions including Canada, Europe, Australia, and New Zealand.

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, onboarding new customers and more • Review critical Customer Escalations to coordinate appropriate ownership for resolution including identification of root cause and final resolution. • Develop customer journey mapping and review critical opportunities for improvement to create a low-customer effort environment for customers.

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 •Develop and catalogue documentation of day to day processes•Manage extremely complex customer cases for high visibility and strategically important customers

• 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.