Passionate and results-driven, I excel in steering support organizations to success within diverse global landscapes. With a robust foundation in leadership, I specialize in cultivating teams, nurturing technical prowess, and cultivating exceptional client relations within the support sector.Key Leadership Proficiencies:Performance EnhancementStrategic Planning and LeadershipContinuous Operational EnhancementProductivity and Efficiency AmplificationCross-Functional Team ManagementProject Planning and ExecutionGlobal Process DesignOperational Project Planning and DeploymentDecisive Decision-MakingStakeholder Engagement (Partners, Clients, CxOs)Superior Verbal and Written CommunicationNotable Achievements:Generated $3+ million in revenue through the Support "Adopt a Customer" program within the last year.Sustained an exceptional customer satisfaction level, achieving consistent 99% CSAT and 99% VSAT rates over five years.Expanded Commvault's translation service to encompass 200+ languages while trimming the translation budget by $2+ million annually.Elevated customer satisfaction survey response rates by an impressive 59% in the past two years.Pioneered the creation of Commvault's inaugural Enterprise Support Program, bridging the gap between Premier and Business Critical Support.Spearheaded and managed CommVault's first Escalation Manager (Customer Success Manager) Program.Instituted a technical growth funnel by reshaping the role of our intake engineer support team, nurturing approximately 40% of support engineers through this program.Initiated and executed the inaugural worldwide training program and online portal dedicated to technical enablement.Additionally, beyond my professional role, I am the Founder and Chair Member of the Commvault Veteran Employee Resource Group (ERG).My commitment lies in propelling support organizations toward excellence while fostering an environment primed for continual growth and triumph.Thank you for your time, and I'm eager to delve deeper into how my skills and achievements resonate with the aspirations of your esteemed organization.
Listed skills include Technical Support, Enterprise Software, Virtualization, Disaster Recovery, and 21 others.