Daniel Borgenicht Email & Phone Number

Tel Aviv District, Israel

Hire, train, mentor, lead a team of experts responsible for solving complex issues, building customer relationships, improving product quality, collaborating with R&D to isolate root cause, and working with Product to commit to bug fixes. Close cooperation with Sales to identify at-risk customers to contribute to business targets.Achievements:☑ Successfully reduced case lifecycle time by 50%☑ Improved customer satisfaction scores by 30%☑ Introduced Tier4 capabilities (coding and release builds) to Tier3☑ Led redesigns of product components for improved quality and serviceability.

Tel Aviv, Israel

Responsible for the technical and commercial success of accounts throughout the customer journey from the trial phase and through the onboarding, support, and renewal phases. Performed analysis and insights, monthly reviews, and detailed reports for customers and senior management.Achievements:☑ Implemented customer success process in Salesforce☑ Reduced churn by 20%.

Responsible for global customer service, including 3 teams of engineers who promoted products and services while providing outstanding support to customers. Teams solved complex routing issues, performed POCs, setup and configured international routing, and monitored networks 24x7.Achievements:☑ Successfully created 24/7 Network Operations Center☑ Reduced POC times by 52%☑ Improved POC success rate from 10% to 30%.

Responsible for leading 3 teams of experts including Tier3 Support, Global POCs, and Field Engineering. Teams managed complex network issues, carried out POCs for internet access solutions, implemented large-scale deployments, and carried out upgrades of communication networks.Achievements:☑ Successfully reduced product fault rates by 42% at British Telecom☑ 99.8% success rate for upgrades of networks with thousands of elements☑ Helped Sales secure over 300M$ from the FSU market

Responsible for ensuring the performance of communications equipment at key customers worldwide. Performed mass upgrades, reproduced issues in lab, created technical documentation, and handled on-site investigation of complex problems. Implemented standardized processes for commissioning and upgrades, created analysis and reporting tools for mass deployments and upgrades.☑ Recognized as outstanding employee 2009.

Responsible for the health and performance of relational database management systems installed at customer sites globally.

Responsible for the health and performance of TTI’s billing and fault management systems installed at customer sites globally.